Accessibility Standard for Customer Service at Gus Brown
Gus Brown group of dealerships, ( Gus Brown Buick GMC Whitby, Gus Brown Buick GMC Port Perry and Gus Brown Hyundai Brooklin ) is committed to providing outstanding customer service to people with disabilities consistent with the principles of independence, dignity, integration, and equal opportunity. This plan summarizes the practices and procedures we and our associates will take to achieve our commitment. It is consistent with the requirements outlined in the Customer Service Standard of the Accessibility for Ontarians with Disabilities Act (AODA), 2005.
Service is provided in a way that allows the person with a disability to maintain self-respect and the respect of other people.
Service is provided in a way that allows a person with a disability to do things on their own without unnecessary help or interference from others.
Service is provided in a way that allows the person with a disability to benefit from the same products and services, in the same place, and in the same or similar way as other clients, unless an alternate measure is necessary to enable a person with a disability to access products and services.
Service is provided to a person with a disability in such a way that they have an opportunity to access Gus Brown products and services in a way that is equal to that given to other clients.
We are committed to:
• Providing clients with disabilities the same opportunity to access our products and services
• Allowing clients with disabilities to benefit from the same services, in the same place, and in an equitable way as other customers, and
• Providing a professional environment that promotes barrier-free access for all clients as laid out by applicable legislation.
Gus Brown will communicate in a manner that maintains an individual’s dignity and respect to include:
• Take a person’s disability into account
• Be prepared to use different communication modes (e.g. using a pen & paper versus speaking aloud, by email, questionnaires or comment cards ) when interacting with the customer
• Use appropriate language (e.g. use “persons with disabilities” versus “handicapped”
• Plan for the client session to ensure the appropriate accessibility is provided
• Assist clients with wheelchairs, scooters, and such equipment by opening doors or removing obstacles.
Gus Brown is committed to serving clients with disabilities who use assistive devices to obtain, use or benefit from its products and services. Gus Brown permits assistive devices on-premises, and will not interfere with assistive devices without the permission of the owner or user. These include but are not limited to:
• Walking canes
• Oxygen tanks
• Communication devices (teletypewriters, voice amplifiers, voice output communication aids, writing aids, and/or voice prostheses
Service Animals and Support Persons
Persons with a disability who are accompanied by a service animal may access all Gus Brown premises that are normally accessible to clients. Gus Brown will:
• Permit service animals on-premises, and
• Not interact with them without the permission of the owner/handler.
Clients with a disability who are accompanied by a support person will have access to that support person while on Gus Brown premises. Gus Brown will:
• Permit support persons on-premises
• Allow support person, if requested by the client, to attend meetings
• Request permission from the client to discuss confidential account information in front of a support person
• Ensure the client and support person understands that the support person is there to accompany the client and therefore cannot direct or act for the client.
Training of Employees
Where appropriate, Gus Brown provides training to staff whose duties involve interaction with the public or other third parties. Training includes:
• The content of this document
• How to interact and communicate with a person with various types of disabilities
• How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support person
• How to use equipment or devices available on Gus Brown’s premises or otherwise provided by Gus Brown that may assist with the provision of goods and services to clients with disabilities
• What to do if a person with a particular type of disability is having difficulty accessing the provision of goods and services.
Training will be provided on an ongoing basis in connection with changes to this document and will be provided to appropriate staff and contract workers as soon as practicable after he or she is assigned the applicable duties.
It is Gus Brown’s priority to meet and surpass all clients’ expectations. Therefore, client feedback should be directed to the Privacy Officer at firstname.lastname@example.org.