Accessibility Policy


We are committed to complying with the Accessibility Standard for Customer Service under Accessibility for Ontarians with Disabilities Act (AODA). Our policies, practices and measures reflect the principles of dignity, independence, integration and equal opportunity for people with disabilities. If a barrier to accessing our goods or services cannot be removed, we seek to provide alternate ways to access the goods or services.

The following policy statements, organizational practices and measures are intended to meet the requirements of the Accessibility Standard for Customer Service. This policy applies to all employees, volunteers and management of Scarboro Mazda.

 

The Use of Assistive Devices

  1. People with disabilities may choose to use their own personal assistive devices, while accessing goods and services. Scarboro Mazda acknowledges the importance of these devices and will allow people with disabilities to use their own personal assistive devices to obtain, use or benefit from the services offered by Scarboro Mazda, unless there is a defined risk associated with that use.
  2. In cases where the assistive device presents a safety concern or where accessibility might be an issue, Scarboro Mazda will assess service delivery and potential service options to meet the needs of the
  3. Scarboro Mazda staff, third party contractors and others who provide service to tenants/clients will be familiar with the assistive devices and other accessibility supports at Scarboro Mazda that will increase the accessibility of our services to people with disabilities.

 

Guide Dogs, Service Animals and Service Dogs

  1. Scarboro Mazda acknowledges the vital relationship and dependency which exists between a person with a disability and their service animal, guide dog, and/or service dog. Guide dogs or other service animals shall be permitted entry to all Scarboro Mazda facilities that are open to the public.
  2. If a guide dog or other service animal is causing a disturbance for other residents/clients, the person and the accompanying animal may be required to leave the area or premises.
  3. Scarboro Mazda anticipates there will be special situations and is prepared to make every effort to accommodate the circumstances on an individual basis, as they rise, ensuring safety for all residents, clients, visitors, volunteers, staff and animals.
  4. In cases, where the animal is excluded by law from the premises (Dog Owner's Liability Act, Ontario; The Health Protection and Promotion Act, Ontario Regulation 56 Section 60) other Provisions may be afforded, such as: alternate appointment format, i.e. teleconference where technology permits; alternate time or location; alternate accommodations; alternate other Assistive measures available to ensure equality of outcome.
  5. The resident/client is responsible for the care, supervision and control of their guide dog or service animal while on the premises. The owner is responsible to "stoop and scoop".
  6. If it is not readily apparent that the animal is being used by the person with a disability for reasons relating to his or her disability, they may be asked for verification.

The Use of Support Persons

  1. Scarboro Mazda is committed to welcoming people with disabilities who are accompanied by a support person. People with disabilities have the right to have access to their support person while accessing goods and services of Scarboro Mazda.
  2. If confidential information is going to be discussed, the person with the disability should be asked if they prefer their support person to remain present. If the support person is present when confidential information is to be disclosed, signed consent must be received from the person with the disability. A signed confidentiality agreement should also be obtained from the support person.
  3. Scarboro Mazda does not apply fees to a support person.
  4. Scarboro Mazda may request that a person with a disability be accompanied by a support person, if it is considered necessary to protect the health or safety of the person with a disability or the health and safety of others on the premises. This will only occur after consultation with the person with a disability and when it is the only means to allow the person with a disability to access Scarboro Mazda's goods or services.

Notice of Service Disruptions

  1. If there is a temporary disruption in the availability of services and facilities used by tenants/clients with disabilities (i.e. temporary loss of elevator service), Scarboro Mazda will notify tenants/clients of the reason for the disruption, the date(s) of disruption, its anticipated duration and a description of alternative facilities or services, if any, that are available.
  2. This notice may be provided by a variety of methods, depending on the circumstances, and may include postings in conspicuous places at the affected premises (for example, common areas by the elevator, next to the elevator on the main floor), by email, contacting tenants/clients with appointments and the Scarboro Mazda website (www.Scarboro Mazda.com), as well as by other means that will ensure that the notice reaches those persons potentially affected by the temporary disruption.
  3. If the disruption is anticipated, a reasonable amount of advance notice of the disruption will be provided. If the disruption is unexpected, notice will be provided as soon as possible.

Feedback Process

  1. Scarboro Mazda is committed to providing high quality customer service and wants to continue to enhance and improve the accessibility of our customer service to our tenants, applicants for housing, visitors, members of the community who use our facilities, and other members of the public with disabilities.
  2. A process to receive feedback on the provision of goods and services to tenants/clients with disabilities accessing services at Scarboro Mazda has been established and will be accepted through the following channels:
  3. In person at 2124 Lawrence Avenue East, Scarborough, ON
  4. By phone at 416-752-0970
  5. By Fax at 416-752-4573
  6. By mail, Sent to 2124 Lawrence Avenue East, Scarborough, ON M1 R3A3

Training

  1. All individuals who interact and deal with members of the public or other third parties on behalf of Scarboro Mazda, whether the person does so as an employee, volunteer, Board member or otherwise shall be required to receive training on providing customer service to people with disabilities.
  2. Scarboro Mazda shall ensure that employees and volunteers who deal with the public on behalf of Scarboro Mazda, and those who are involved in Scarboro Mazda's policy and program development and/or in directing, monitoring or evaluating policies receive training on accessible customer service.
  3. All third party contractors who deal with the public or other third parties on behalf of Scarboro Mazda shall ensure that their employees, agents, subcontractors, etc. receive training in accordance with this policy and the Ontario Regulation 191/11 Integrated Accessibility Standards, Customer Service Standard and, upon request, shall provide the training records to Scarboro Mazda.
  4. Scarboro Mazda's employee/volunteer and third party contractor training will include a review of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c11 and the Accessibility Standards for Customer Service, Ontario Regulation 191/11, the requirements of this policy, and instruction about the following matters:
  • A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
  • A review of the requirements of the Customer Service Standards.
  • Instructions on how to interact and communicate with people with various types of disabilities.
  • Instructions on how to interact with people with disabilities who:
    • use assistive devices;
    • require the assistance of a guide dog, service dog or other service animal; or
    • require the use of a support person (including the handling of admission fees).
  • Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
  • Instructions on what to do if a person with a disability is having difficulty accessing your services.
  • Scarboro Mazda Inc's policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.
  1. Customer service training can take various forms including as part of an orientation or as a separate training program. The training can be provided through handouts at an orientation session, in a classroom setting, by video or through other formats.
  2. Scarboro Mazda will provide training to each person as soon as practicable after he or she is assigned the applicable duties. Training will also be provided on an ongoing basis in connection with changes to applicable legislation, and/or organizational policies, procedures and practices governing the provision of goods or services to people with disabilities.
  3. Scarboro Mazda will log and maintain records which will record the details of the training provided, as well as the name of the person, location, and date the training was completed.

Notice and Communication

Scarboro Mazda shall notify customers that the documents related to the Accessibility Policy are available upon request and in a format that considers the customer's disability. Notification will be given by posting the information in a conspicuous place owned and operated by Scarboro Mazda, the Scarboro Mazda's website and/or any other reasonable method. Scarboro Mazda will upon request, provide or arrange for the provision or accessible formats and communication supports for a person with disabilities in a timely manner and at no additional cost to the individual.


Scarboro Mazda Multi-Year Accessibility Plan

Revision Date: January 7, 2021

Purpose

This document defines Scarboro Mazda’s company policy in relation to activities to meet the accessibility needs of people with disabilities who are served or employed by Scarboro Mazda, per the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).

Statement of Commitment

Scarboro Mazda is committed to excellence in serving all customers including people with disabilities. We are committed to meeting the needs of people with disabilities and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under AODA. Our accessible customer service policies are consistent with the principles of independence, dignity, integration, and equality of opportunity for people with disabilities.

Scarboro Mazda is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination, as well as compliance with the Ontario Human Rights Code and the AODA.

Scarboro Mazda understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.

Guidelines

A disability is any degree of physical disability, a condition of mental impairment or a developmental disability, a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols of spoken language, a mental disorder, or an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

An assistive device is used to assist persons with disabilities in carrying out activities or in accessing the services of persons or organizations covered by the Customer Service Standard.

A support person who accompanies a person with a disability to assist him or her with communication, mobility, personal care, or medical needs or with access to goods or services.

Accessible Emergency Information

Scarboro Mazda is committed to providing customers with publicly available emergency information in an accessible way as required.

If an employee has a requirement that requires individualized emergency response attention, we will work with Human Resources and the relevant department manager to ensure the safety of that person during an emergency.

Assistive devices

People with disabilities may use their personal assistive devices (e.g., wheelchair, screen reader, cane or walker, hearing aid, oxygen tank, etc.) when accessing our goods, services or facilities.

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

Information & Communication

Scarboro Mazda is committed to communicating with people with disabilities in ways that consider their needs.

We will ensure that staff who communicate with customers are trained on how to interact and communicate with people with disabilities.

We also commit to working with the person with a disability to determine what method of communication works for them.

By January 1, 2014, Scarboro Mazda will ensure that our website will be compliant with the Web Content Accessibility Guidelines (WCAG) Level A.

By January 1, 2016, Scarboro Mazda will ensure that all publicly available information can be made accessible upon request. This includes providing notice to the public through our website that we can make information accessible upon request, and consulting with people who request information in alternate formats to make our best effort to meet their needs.

By January 1, 2021, Scarboro Mazda will ensure that our website will be compliant with the Web Content Accessibility Guidelines (WCAG) Level AA.

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. It should be noted that it is the responsibility of the person with a disability to ensure that his or her service animal is kept in control at all times.

When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

A regulated health professional is defined as a member of one of the following colleges:

  • College of Audiologists and Speech-Language Pathologists of Ontario
  • College of Chiropractors of Ontario
  • College of Nurses of Ontario
  • College of Occupational Therapists of Ontario
  • College of Optometrists of Ontario
  • College of Physicians and Surgeons of Ontario
  • College of Physiotherapists of Ontario
  • College of Psychologists of Ontario
  • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

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.

In certain cases, Scarboro Mazda may require a person with a disability to be accompanied by a support person while on the premises if it is necessary to protect the health or safety of the person with a disability or the health and safety of others on the premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Scarboro Mazda will make a reasonable effort to provide notice of the disruption to the public. This will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

Scarboro Mazda will aim to provide notice by posting the information in visible places, and/or on Scarboro Mazda’s website, or by any other method that may be reasonable under the circumstances as soon as reasonably possible.

Employment Standard

Scarboro Mazda is committed to fair and accessible employment practices. Per our Accessible Employment Policy, Scarboro Mazda is committed to treating all employees in a way that allows them to maintain their dignity and independence.

By January 1, 2016, Scarboro Mazda will make every reasonable effort to accommodate job applicants with disabilities. We will provide notice to job applicants that we can accommodate disabilities during our hiring process. We will consult with job applicants who request accommodation due to a disability to make accommodations that suit their needs.

Scarboro Mazda will take the following steps to develop individual accommodation plans and return-to-work policies for employees that have been absent due to a disability: Scarboro Mazda maintains a documented process for developing individual accommodation plans, which include information regarding accessible formats, communication supports, how accommodation can be achieved, and protection of privacy.

Training

Scarboro Mazda is committed to providing training to employees, volunteers, and other staff members on Ontario’s accessibility laws and on the Ontario Human Rights Code as it relates to people with disabilities. Staff will be trained on accessible customer service as soon as practicable upon commencing their duties.

Training will include:

  • purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Scarboro Mazda’s policies 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 Scarboro Mazda’s goods, services, or facilities

Staff will also be trained when changes are made to our accessible customer service policies. Records will be maintained of training provided for a minimum of 3 years.

By January 1, 2015, Scarboro Mazda will ensure employees are provided with the training needed to meet Ontario’s accessible laws.

Feedback process

Scarboro Mazda welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

Customers who wish to provide feedback on the way Scarboro Mazda provides goods, services or facilities to people with disabilities can provide feedback by telephone (416-752-0970); by fax (416-752-4573); email via edgar@scarboromazda.ca; and by regular mail or in-person to 2124 Lawrence Ave E, Scarborough, ON, Attention: Customer Relations Manager.

Customers can expect to hear back in 10 business days.

If other methods of feedback are required, Scarboro Mazda can arrange for alternative feedback formats, upon request.

Notice of availability of documents

All documents required by the Accessibility Standard for Customer Service can be made available upon request. When providing a document to a person with a disability, Scarboro Mazda will provide the document, or the information in the document, in a format that considers the person’s disability, at no additional cost.

Design of Public Spaces

Scarboro Mazda is committed to meeting the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. Relevant public spaces include areas such as the sales showroom, service counters, and waiting areas. Scarboro Mazda will ensure that these public areas are accessible when renovations are initiated in these areas, where possible.

Modifications to this or other policies

Scarboro Mazda is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Changes to policies will consider the impact on people with disabilities before being enacted.

Accessibility Planning

Accessibility planning will be implemented and documented to ensure that barriers to promote accessibility for the disabled are removed. This Plan will be posted on Scarboro Mazda’s website.

The Plan will be reviewed and updated every 3 years or as required by regulations. The Plan can be requested in alternate formats.