Accessibility for Customers

PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES

 

Eastgate Truck Centre is committed to excellence in serving all customers, including people with disabilities.

 

Assistive Devices

 

We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

 

Communication

 

We will communicate with people with disabilities in ways that take into account their disability.

 

Service Animals

 

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public. If it cannot easily be identified that the animal is a service animal, the customer can be asked to provide documentation from a regulated health professional. The documentation must confirm that the person needs the service animal for reasons relating to their disability.

 

Support Persons

 

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will not be charged for support persons. To determine if a support person is necessary, the customer will be consulted with to understand their need and consideration will be given to health or safety reasons based on available evidence. Determination will be made as to whether or not there is any other reasonable way to protect the health and safety of the person or others on the premises.

 

Notice of Temporary Disruption

 

Not applicable

 

Training for Staff

 

Eastgate Truck Centre will provide training to all members of its staff on accessible customer service and how to interact with people with different disabilities.

 

This training will be provided to staff within two weeks of being hired.

 

Training will include:

 

·         An overview of the Accessibility for Ontarians with Disabilities Act, 2005, and the requirements of the customer service standard

·         Eastgate Truck Centre's plan related to the customer service standard

·         How to interact and communicate with people with various types of disabilities

·         How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person

·         What to do if a person with a disability is having difficulty in accessing Eastgate Truck Centre's goods and services

 

Staff will also be trained when changes are made to the plan.

 

Feedback Process

 

Customers who wish to provide feedback on the way Eastgate Truck Centre provides goods and services to people with disabilities can do so verbally, in writing or by email sent to: mike@eastgatetrucks.com. We will ensure the feedback process is acceptable by providing or arranging for accessible formats and communication supports on request. All feedback will be directed to the Vice-President of Operations. Customers can expect to hear back in seven (7) days. Complaints will be addressed according to our company's regular complaint management procedures.

 

Modifications to This or Other Policies

 

Any policy of Eastgate Truck Centre that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.