Accessibility at
Clarington Nissan

Policy statement

Accessibility is about providing people of all abilities with the opportunity to live full, inclusive lives.

Accessibility is about challenging our attitudes and beliefs about disabilities and recognizing the value and contributions that people with disabilities can make to our workplaces, communities and economy.

Definitions

Accessibility

The act of removing barriers and increasing inclusion and independence for all persons. This allows all people to take part in and contribute to their communities through work, play and other daily activities.

Assistive device

A technical aid, communication device or other instrument used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices may include a wheelchair, walker, personal oxygen tank, or a device that assists with hearing, seeing, communicating, moving, breathing, remembering or reading.

Disability

The term disability refers to:

• Any degree of physical disability, infirmity, malformation or disfigurement caused by bodily injury, birth defect or illness, including diabetes mellitus, epilepsy, brain injury, paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog, other animal, wheelchair or other remedial appliance or device.
• A condition of mental impairment or a developmental disability.
• A learning disability or dysfunction in one or more processes involved in understanding or using symbols or spoken language.
• A mental disorder.

Guide dog

A highly trained working dog trained to provide mobility, safety and increased independence for people who are blind.

Service animal

An animal used by a person for reasons relating to their disability where that use is readily apparent, or where the person provides documentation from a regulated health professional confirming the requirement.

Service dog

A dog other than a guide dog for the blind that functions as a service dog for a person with a medical disability, or is required as confirmed by documentation from a regulated health professional.

Support person

Another person who accompanies a person with a disability to help with communication, mobility, personal care, medical needs or access to goods and services.

Practices and measures

This policy addresses:

• The provision of goods and services to persons with disabilities.
• The use of assistive devices.
• The use of guide dogs, service animals and service dogs.
• The use of support persons.
• Notice of service disruptions.
• Customer feedback and training.
• Notice of availability and format of required documents.

Policy statement

Link Auto Group will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity.

Practices and measures

As a dealership, Link Auto Group expects all staff to participate in:

• Ensuring that all customers receive the same value and quality.
• Allowing customers with disabilities to do things in their own ways and at their own pace when accessing goods and services, provided this does not present a safety risk.
• Using alternative methods, when possible, so customers with disabilities have access to the same services in the same place and in a similar manner.
• Considering individual needs when providing goods and services.
• Communicating in a manner that considers the customer's disability.

Customers may provide feedback on the service provided to customers with disabilities. Feedback can be submitted to the Manager by email at sean@linkautogroup.com. Customers who provide formal feedback will receive acknowledgement and information about resulting actions based on concerns or complaints submitted.

Documents related to the Accessibility Standard for Customer Service are available on request in a format that takes the customer's disability into account. Notice will be provided on the dealership website, in a conspicuous place owned and operated by Link Auto Group, or by another reasonable method, and will include information about the feedback process.

Policy statement

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Link Auto Group. Where a device presents a safety concern or accessibility issue, other reasonable measures will be used to ensure access to goods and services.

Policies prohibiting pets do not apply to guide dogs, service animals or service dogs. A customer with a disability accompanied by a guide dog, service animal or service dog will be allowed access to premises open to the public unless otherwise excluded by law.

Recognizing a guide dog, service dog or service animal

We welcome people with disabilities and their service animals. Service animals are allowed in areas of our premises open to the public and third parties. If it is not readily apparent that an animal is being used for reasons relating to a disability, Link Auto Group may request verification.

Verification may include:

• A letter from a regulated health professional confirming that the person requires the animal for reasons related to the disability.
• A valid identification card signed by the Attorney General of Canada.
• A certificate of training from a recognized guide dog or service animal training school.

If service animals are prohibited by another law, we will explain why the animal is excluded and discuss another way of providing goods, services or facilities. Requests for verification will be made only when necessary and in a calm, non-accusatory manner.

Care, control and allergies

The customer accompanied by a guide dog, service dog or service animal is responsible for maintaining care and control of the animal at all times. If a health and safety concern arises, such as a severe allergy, Link Auto Group will make all reasonable efforts to meet the needs of all individuals.

Policy statement

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Customers are notified of this at reception, on our website and through social media.

Practices and measures

Both persons will be allowed to enter together and the customer will not be prevented from accessing the support person. Where confidential information may be discussed, the customer's consent will be obtained first. Where applicable, legal documentation indicating the support person's role will be treated as written consent.

In certain cases, the organization may require a person with a disability to be accompanied by a support person for the health or safety of that person or others on the premises. Before making that decision, Link Auto Group will:

• Consult with the person with a disability to understand their needs.
• Consider health or safety reasons based on available evidence.
• Determine whether there is another reasonable way to protect the health or safety of the person or others.

Policy statement

Service disruptions may occur for reasons that may or may not be within Link Auto Group's control or knowledge. For temporary disruptions to facilities or services that customers with disabilities rely on, reasonable efforts will be made to provide advance notice. For unplanned disruptions, advance notice may not be possible.

Practices and measures

Where a notice is posted, it will include the affected goods or services, reason for the disruption, anticipated duration and a description of alternative services or options, where that information is available.

Notice may be provided by:

• Posting notices in conspicuous places, including the point of disruption, main entrance, nearest accessible entrance and/or on Link Auto Group websites and social media.
• Contacting customers with appointments.
• Verbally notifying customers when they make a reservation or appointment.
• Any other reasonable method under the circumstances.

Policy statement

Link Auto Group is committed to training staff in accessible customer service, Ontario's accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities.

Practices and measures

Training will be provided to employees who deal with the public or other third parties on our behalf, and to those involved in developing and approving customer-service policies, practices and procedures.

Training will cover:

• The purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
• How to interact and communicate with people with various types of disabilities.
• Link Auto Group's Customer Service Standards.
• How to interact with people who use assistive devices, require a guide dog or service animal, or require a support person.
• How to use equipment or devices available on our premises that may help people with disabilities.
• What to do when a person with a disability is having difficulty accessing our services.
• Policies, procedures and practices for accessible customer service.

Training will be provided as soon as practicable after hiring or implementation of a program or process, including during orientation for new employees who deal with the public or act on our behalf. Revised training will be provided when legislation, procedures or practices change. Records will include training dates and the number of employees who attended.

Policy statement

Link Auto Group notifies the public that documents related to accessible customer service are available on request by posting a notice on our website, social media accounts and at our reception desk.

Practices and measures

Documents will be provided in an accessible format or with communication support on request. We will consult with the person making the request to determine the suitability of the format or communication support.

Policy statement

Link Auto Group is committed to ensuring that its recruitment and selection process meets all accessibility requirements.

Practices and measures

Employees, job applicants and the public will be notified that accommodations can be made during recruitment and hiring. Applicants selected for an assessment or selection process will be told that accommodations are available on request. We will consult with applicants and provide or arrange suitable accommodation.

Successful applicants will be notified of policies for accommodating employees with disabilities when offers of employment are made. Employees will be told that support is available as soon as practicable after they begin employment and will receive updated information when accommodation policies change.

We will consult with employees when arranging suitable accommodation and when determining the suitability of an accessible format or communication support for information needed to perform a job and information generally available in the workplace.

Where needed, customized emergency information will be provided to help an employee with a disability during an emergency. With the employee's consent, that information will be provided to a designated person who is providing assistance. The information will be reviewed when:

• The employee moves to another location in the organization.
• The employee's overall accommodation needs or plans are reviewed.
• The employer reviews its general emergency-response policies.

We maintain written processes for individual accommodation plans and for employees returning to work after an absence due to disability. Performance management, career development and redeployment processes take employees' accessibility needs into account.

We will meet accessibility laws when building or making major changes to public spaces. Our public spaces include accessible off-street and on-street parking. Procedures are in place to prevent service disruptions to accessible parts of our public spaces.

Any policies that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

Policy statement

Link Auto Group expects employees to assist in fulfilling responsibilities under this policy manual and all applicable laws. Both employer and employee have obligations in maintaining a safe, compliant and fair workplace. Link Auto Group recognizes that the Accessibility for Ontarians with Disabilities Act continues to evolve and will ensure that managers and employees remain current on expectations.

Practices and measures

Specific enquiries, details related to an individual situation, or customer questions can be directed to the General Manager or Human Resources Representative, or addressed by reviewing the appropriate legislation.