Accessibility Standard For Customer Service Policy
The purpose of this policy is to begin developing a plan for our company, to
outline procedures and initiatives for serving customers with disabilities. This
process is being initiated keeping the principles of independence, dignity,
Integration and equal opportunity.
B & B Dixon Automotive is committed to excellence in serving all customers
including people with disabilities.
1. Assistive Devices
We will ensure that our staff are trained and familiar with various assistive
devices, which we may have on site or that we may provide for use by customers
with disabilities while accessing our goods or services.
We will communicate with people with disabilities in ways that take into account
3. Service Animals
We welcome people with disabilities and their service animals. Service animals
are allowed in any part of our premises that is open to the public.
4. Support Persons
Any person with a disability who is accompanied by a support person will be
allowed to have that person accompany them on our premises. There will be a
notice posted to this effect in a prominent place on our premises.
5. Notice Of Temporary Disruption
In the event of a planned or unexpected disruption of services or facilities for
customers with disabilities, B.& B. Dixon Automotive will notify customers
promptly. A notice will be clearly posted which will include information about
the reason for the disruption, the anticipated length of time, and a description
of alternative facilities or services available, if any. This notice will be
placed on the doors of all three stores, as well as on the staff bulletin boards
at all locations.
B.& B. Dixon Automotive will provide accessibility training to employees, sales
reps and anyone else who deals with the public on our behalf, covering all
phases of our Accessibility policy. The following staff will receive appropriate
a) store managers
b) counter staff
c) warehouse staff
d) sales reps
f) office staff
g) sales and delivery personnel from suppliers
This training will be provided to all staff within three months of
employment, or in the case of employees of other companies, at the earliest
convenience. Training will include the following:
- An overview of the Accessibility for Ontarians with Disabilities Act,
and the requirements of the customer service standard.
- B & B Dixon?s plan related to the customer service standard.
- How to interact and communicate with people with various types of
- How to interact with people with disabilities who use an assistive
device or require the assistance of a service animal or support person.
- How to use any equipment or devices kept on the premises to assist
persons who have disabilities.
- How to respond if a person with a disability is having difficulty in
accessing an of B.& B. Dixon Automotive?s goods of services.
- Staff will be apprised of any changes made to the company?s
accessibility customer service plan, on an on-going basis.
7. Feedback Process
Customers who wish to provide feedback on the way that B. & B. Dixon Automotive
provides goods and services to people with disabilities can send an e-mail to us
at firstname.lastname@example.org, express
themselves verbally to a manager or staff member, telephone an officer of the
company at (905) 895-5184, or put a note in the suggestion box that will be
provided in our stores. All feedback and complaints should be addressed to: The
Manager at B.& B. Dixon Automotive. Customers requesting a response will hear
back in writing within 7 business days.
8. Modifications To This Or Other Policies
Any policy of B.& B. Dixon Automotive that does not respect and promote the
dignity and independence of people with disabilities will be modified or
removed. Anyone with any complaints or issues with any of our policies, as to
their effect on this accessibility initiative, is invited to contact any of the
executives of the company in person, by phone or by e-mail at their convenience,
during normal business hours.