Accessibility Report

Accessible Customer Service Plan Providing Goods and Services to People with Disabilities

Subaru of Orillia is committed to excellence in serving all customers including people with disabilities.

Assistive Devices

We will ensure that our staffs is 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 and services.

Communication

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

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

Support person

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

or

  • Will be charged to the support person for admission to Subaru of Orillia’s premises.

We will notify customers of this through a notice posted on our premises and or by telephone or e-mails

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities to have vehicle serviced or shuttled to another location of choice, purchasing of vehicles or inquiries about our business, Subaru of Orillia 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 each exit door, posted onto our website and possible have a phone message recorded if someone may call in.

Training

Subaru of Orillia will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of polices, plans, practices and procedures related to the provision of our goods and services.

Individuals in the following positions will be trained:

  • Customer service representatives
  • Sales manager and their sales associates
  • Parts & service department
  • Mechanics & technicians
  • Accounting department

This training will be provided to staff with in the first week on the job- once given orientation of the workplace and health and safety policies.

Training will include:

  • An overview of the accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Subaru of Orillia’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 the service animal or a support person.
  • What to do if a person with a disability is having difficulty in accessing Subaru of Orillia’s good and services

Staff will also be trained when changes are made to your accessible customer service plan.

Feedback process

Customers who wish to provide feedback on the way Subaru of Orillia provides goods and services to people with disabilities can provide feedback by e-mail, telephone, verbally, written letter

All feedback, including complaints, will be handled by manager of the department or the owner of the business by directly speaking with the person, having them come in (If wanting to come into the dealership) and discuss issue or topic of concern.

Customers can expect to hear back in 24 hours or 1 business day.

Notice of availability

Subaru of Orillia will notify the public that our policies are available upon request by posting the information in the showroom (customer waiting area). A notice will be posted on the health and safety notice board (copies will be available there) If request by e-mail- Safety rep will be able to send documents to person.

Modifications to this or other policies

Any policy of Subaru of Orillia that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.