Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

Mid - Ontario Truck Centre is committed to excellence in serving all customers including people with disabilities.

Assistive Devices

We will ensure that our staff are trained and familiar with various assistive devices we have on site that may be used by customers with disabilities while accessing our goods and services.

Communication

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

Service Animals

We welcome people with disabilities and their service animals. Service animals are allowed in areas open to the public.

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.

We will notify customers of this by posting at reception.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Mid - Ontario Truck Centre will notify customers promptly.  This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

Services/Facilities include: purchasing parts/trucks/service.

The notice will be made publicly available at reception.

 

Training

Mid - Ontario Truck Centre will provide accessible customer service training to employees, volunteers and others who deal with the public or other third parties on our behalf.  All staff will be trained on Accessible Customer Service during their onboarding process.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
• Mid - Ontario Truck Centre’s Accessible Customer Service Plan
• How to interact and communicate with people with various types of disabilities.
• How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or support person.
• How to use the equipment or devices available on-site that may help with providing goods or services to people with disabilities. These include: Wider door access to Main showroom & bathroom.
• What to do if a person with a disability is having difficulty in accessing Mid – Ontario Truck Centre’s goods and services.
• Changes are made to our accessible customer service plan.

 

Notice of Availability

Mid – Ontario Truck Centre will notify the public that our documents related to accessible customer service, are available upon request by posting at reception.

Modifications to This or Other Policies

Any Policy of Mid – Ontario Truck Centre that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

Feedback Process

Customers who wish to provide feedback on the way Mid – Ontario Truck Centre provides goods and services to people with disabilities can provide feedback in writing, by telephone or in person to our HR department.  Management will review all feedback, address concerns and revise our customer plan as necessary.

Customers can expect to hear back within 7 business days.