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HIGHBURY FORD ACCESSIBLE CUSTOMER SERVICE
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Highbury Ford Sales Limited

Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

Highbury Ford Sales Limited is committed to excellence in serving all customers including people with disabilities.

Assistive Devices:

We will ensure that our employees are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Communication:

We will communicate with people with disabilities in ways that take into account their disability to the best of our abilities.

Service Animals:

We welcome people with disabilities and their service animals. Service animals are allowed in the areas of our premises that are 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. Fees will not be charged for support persons. We will notify customers of this through a notice posted on our premises and through www.highburyford.com.

Notice Of Temporary Disruption:

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Highbury Ford Sales Limited 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. The notice will be placed at Parts, Body Shop, Service, New Car Department and Used Car Department.

Training For Staff:

Highbury Ford Sales Limited will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. All staff members will be trained. This training will be provided to the staff within one month of date hired.

The Training Will Include:

  1. An overview of the Accessibility for Ontarians’ with Disabilities Act, 2005 and the requirements of the customer service standard.
  2. Highbury Ford Sales Limited’s plan related to the customer service standard.
  3. How to interact and communicate with people with various types of disabilities.
  4. How to interact with people with disabilities who use an assistive device or require a service animal or support person.
  5. What to do if a person with a disability is having difficulty in accessing Highbury Ford Sales Limited’s goods and services.

Staff will also be trained when changes are made to our plan.

Feedback Process:

Customers who wish to provide feedback on the way Highbury Ford Sales Limited provides goods and services to people with disabilities can send mail or e-mail. All feedback will be directed to the controller and customers can expect to hear back within 5 days. Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications To This Or Other Policies:

Any policy of Highbury Ford Sales Limited that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.