PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES
Eastgate Ford Sales & Service (82) Company (“Eastgate”) is committed to excellence in serving all customers, including people with disabilities.
We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
We will communicate with people with disabilities in ways that take into account their disability.
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.
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.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for Customers with disability:
- Inner automatic door to Showroom
Eastgate will notify customers promptly by clearly posting a notice. This 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. This notice will be place at the inner automatic door to the showroom.
Training for Staff
Eastgate will provide training to employees, volunteers and others who deal with the public or third parties on their behalf.
Individuals in the following positions will be trained:
- New & Used Salespersons
- Service Advisors
- Parts Counterpersons
- Administrative Personnel
- All Managers
This training will be provided to staff within two weeks of being hired. Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005, and the requirements of the customer service standard
- Eastgate’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 a support person
- What to do if a person with a disability is having difficulty in accessing Eastgate’s goods and services
- How to use the inner automatic door to the showroom.
Staff will also be trained when changes are made to the plan.
Customers who wish to provide feedback on the way Eastgate provides goods and services to people with disabilities can do so verbally, in writing or by completing the “Contact Us” form under Contact at eastgateford.com. All feedback will be directed to the Dealer Principal. Customers can expect to hear back in seven (7) days. Complaints will be addressed according to our company’s regular complaint management procedures.
Format of Documents
Eastgate will notify the public that documents related to accessible customer service are available upon request by posting a notice at its Reception Desk. Eastgate will provide these documents in an accessible format or with communication support, on request. Eastgate will consult with the person making the request to determine suitability of the format or communication support. We will provide the accessible format in a timely manner and at no additional cost.
Modifications to This or Other Policies
Any policy of Eastgate that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.