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.

2. Communication

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

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.

6. Training

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 training:

a) store managers
b) counter staff
c) warehouse staff
d) sales reps
e) drivers
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 disabilities.
• 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 bbautomotive@rogers.com, 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.