Accessibility for Ontarians with Disabilities

14 ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES

The purpose of this policy is to set out the Company's policies, practices and procedures on providing goods and services to people with disabilities, in compliance with the Accessibility for Ontarians with Disabilities Act (the "AODA"). Part I of this policy provides an overview of the Company's plan to ensure compliance with the AODA. Part II of this policy provides specific guidelines for employees interacting with people with disabilities. The Company, along with any other organization employing one (1) or more individuals, must oƯer accessible goods and services to persons with disabilities. The AODA requires businesses to find the best way to help customers (including third parties) with disabilities access the goods and services oƯered. The purpose of the AODA is to implement standards that allow Ontarians with disabilities to access goods and services, facilities, employment, and buildings. The Act is intended to identify, remove and prevent barriers for people with disabilities in key areas of daily living. Under the AODA, the Company must use reasonable eƯorts to ensure that its policies, practices and procedures are consistent with the following principles: (a) The goods and services must be provided in a manner that respects the dignity and independence of persons with disabilities.

Definitions

Dignity -- goods and services are provided in a way that allows the person with a disability to maintain self-respect and the respect of other people.

Independence - when a person with a disability is allowed to do things on their own without unnecessary help.

(b) The provision of goods and services to persons with disabilities and others must be integrated unless an alternate measure is necessary, whether temporarily or permanently, to enable a person with a disability to obtain, use or benefit from the goods and services.

(c) Persons with disabilities must be given an opportunity equal to that given to others to obtain, use and benefit from the goods and services.

(d) Upon request, the Company will provide accommodation services and arrange for accessible feedback, alternate formats, and communications support for this document, any other publication, or for our access to our goods and services.

14.1 Definition of Disability

The AODA uses the exact definition of disability as the Ontario Human Rights Code. Disability includes:

(a) any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, congenital disability or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;

(b) a condition of mental impairment or a developmental disability;

(c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;

(d) a mental disorder; or

(e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

14.2 Policy Statement

The Company supports the goals of the AODA and is committed to ensuring equal treatment for persons with disabilities and to providing access to goods and services within our facilities. Our commitment involves providing the Company's goods and services in a manner that respects the dignity and independence of persons with disabilities. The Company will do so in the following way:

(a) We will communicate with persons with disabilities in ways that take into account their disability. We will train employees who communicate with customers on how to interact with people with various disabilities.

(b) We are committed to providing fully accessible telephone service to our customers by using clear and plain language and speaking slowly. We will oƯer to communicate with customers by alternative means (e.g., e-mail, written documents, or third-party support) if telephone communication is not suitable for a customer's needs.

(c) We are committed to serving persons with disabilities who use assistive devices to obtain access to the goods and services we provide. We will ensure that our employees are familiar with the various assistive devices that customers with disabilities may depend on and how those devices may impact their access to the goods and services we provide. Assistive devices may include:

- white cane

- wheelchair/scooter

- crutches - oxygen tank

- notebook/laptop computer

- electronic communication devices

- hearing aids

- magnifier

- mini pocket recorders

- speech-generating devices

(d) Service Animals - Persons with disabilities are welcome on our premises, accompanied by a service animal, and can keep the animal with them. While on our premises, it is the person with a service animal's responsibility to control the animal at all times. If it is appropriate to exclude a service animal for legal reasons, please discuss this with the customer and advise your manager, who will make arrangements for the service animal's care. Alternative accommodations should be canvassed with the customer and provided, if necessary. Employees should be aware that service animals are used to assist with a variety of disabilities, including but not limited to the following: 

- autism

- vision

- hearing

- psychiatric illness

- mobility -seizure 

Although dogs are the most recognizable type of service animal, employees should be aware that other types of service animals may also be used. (e) We are committed to welcoming persons with disabilities who have a support person accompanying. At no time will a person with a disability who has a support person accompany them be prevented from having access to their support person while on our premises.

14.3 Accessible Facilities or Services and Feedback Process

The following accessible facilities or services are available to customers who may require accommodation of a disability:

- Accessible entrance at 5597 Hwy 7 W, Vaughan, ON L4L 1T5 for in-person requests of accommodations, alternative accessible formats and communications supports.

- To communicate with customers who require the use of a teletypewriter (TTY) phone to communicate, employees should call the Bell Relay Service at 1-800-855-0511 for assistance.

- Feedback is accepted:

                - in person at 5597 Hwy 7 W, Vaughan, ON L4L 1T5,

                 - via email to HR@zanchinauto.com, or accessibility@zanchinauto.com, or

                - by phone to 1-905-417-2050 Corporate office

If a complaint is received about the manner in which The Company provides goods, services, or facilities to persons with disabilities, we will take measures to assess the complaint and consult with the complainant and third parties who specialize in providing accommodation services, communication supports, or accessible formats.

This document and other publications alongside our goods and services are available in accessible formats upon request, promptly and at no additional cost.

14.4 Notice of Temporary Disruption

The Company will make a reasonable eƯort to provide customers with notice in the event of a disruption of services usually used by persons with disabilities. This notice will include information on the reason for the disruption, its anticipated duration, and, if available, a description of alternative facilities or services. The notice will be placed at the reception area. In addition, the Manager will be advised of the disruption so that all inquiries related to it may be directed to them.

14.5 Workplace Emergency Response Information

The Company's Emergency Response Plan is on-site at each of our locations and readily available for the Fire Chief or representative to review in an emergency or upon request.

In case of an emergency, all employees are aware to evacuate the building and meet in the parking lot, a safe distance from the building, for a headcount unless otherwise instructed by the fire chief or management. Department Managers will ensure that staff and customers in their respective areas are accounted for.

We provide individualized workplace emergency response information to employees with disabilities when the disability necessitates it and the Company is aware of the need for accommodation. This information will be provided as soon as practicable after we become aware of the need for accommodation.

If an employee who receives individualized workplace emergency response information requires assistance, and with the employee's consent, the Company shall provide the workplace emergency response information to the person designated by the Company. This request and consent will be documented and retained in the employee's file.

The Company will review the individualized workplace emergency response information when;

a) the employee moves to a diƯerent location in the organization,

b) the employee's overall accommodations needs or plans are reviewed, and

c) the employer reviews its general emergency response policies.

The individual accommodation plans will be developed in collaboration with the employee and the Company and assessed on a case-by-case basis in accordance with physician recommendations. The Company may send a Treatment Memorandum to the employee's attending physician to obtain a description of the employee's functional abilities and limitations in order to develop an individualized workplace emergency response plan.

The Company will provide the individual accommodation plan in a format that takes into account the employee's accessibility needs due to their disability, and, if requested, in alternate formats and with communication supports.

14.6 Training for Employees

The Company will provide training as required by the AODA to all employees, new employees, and others who deal with the public to whom this policy applies, as soon as it is practical. Training will be tailored to the person's duties and refreshed periodically as legislation changes.

Training will include:

(a) The purpose of the Accessibility for Ontarians with Disabilities Act, 2005;

(b) The Ontario Human Rights Code appropriate to the person's duties as it pertains to a person with disabilities;

(c) The requirements of the Accessibility Standards for Customer Service;

(d) Information about our accessibility policies, procedures, and guidelines about the provision of goods and services to persons with disabilities;

(e) How to interact and communicate with persons with various disabilities;

(f) How to interact with persons with disabilities who use assistive devices or require the assistance of a service animal or a support person; and

(g) Any changes to the Company's AODA related policies. 

The Company will notify the public and employees that, upon request, it will accommodate disabilities during recruitment and assessment processes and when people are hired. If needed, the Company will provide customized workplace emergency information to employees with disabilities. If using performance management, career development and redeployment processes, the Company will take into account the accessibility needs of employees with disabilities. The Company welcomes feedback about the availability of accessible formats and the delivery of goods and services to persons with disabilities. Employees and customers can submit such feedback or ask questions pertaining to this policy by contacting Human Resources at hr@zanchinauto.com, accessibility@zanchinauto.com or calling our Corporate OƯice at 1-905-417-2050. The Company notifies the public that documents related to accessible customer service are available upon request by phone, email, in-person or through our "contact us" forms, and can also be requested by reaching out to Human Resources at hr@zanchinauto.com or accessibility@zanchinauto.com.

The Company will provide these documents in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format promptly and at no additional cost. The Company is committed to developing customer service policies that respect and promote the dignity and independence of persons with disabilities. When making policy changes, the impact on persons with disabilities will be considered. 

14.7 General Guidelines when Interacting with Customers with Disabilities

i. Overview

a) If you are not sure about an individual's disability, wait until the individual describes their situation to you rather than make your own assumptions. Many types of disabilities have similar characteristics, and your assumptions may be wrong.

b) People with some disabilities may take a little longer to understand and respond, so it is essential to be patient.

c) Use appropriate language and terminology when referring to people with disabilities.

d) Use "disability" or "disabled," not "handicap" or "handicapped."

e) It is proper to say "person with a disability," rather than "disabled person."

f) Avoid all language that would be considered disrespectful and demeaning.

g) If you cannot understand what an individual is saying, politely ask them to repeat themselves. 

ii. Talking to Individuals with Disabilities over the Phone

a) Speak naturally, clearly and directly.

b) Do not worry about how the person's voice sounds. Concentrate on what they are saying.

c) Do not interrupt or finish the individual's sentences. Give them time to explain or respond. 

d) If you do not understand, simply ask again, or repeat or rephrase what you heard and ask if you have understood correctly.

e) If an individual is using an interpreter or a Relay Service on the telephone, speak naturally to the individual, not to the interpreter.

f) If you encounter a situation where, after numerous attempts, you cannot communicate with each other due to the individual's disability, consider making alternate arrangements. 

iii. Tips Specific to Disability Vision Loss

a) Do not assume the individual cannot see you.

b) Do not touch the individual without asking permission. Offer your elbow to guide the person. If they accept, walk slowly.

c) Do not touch or speak to service animals -- they are working and have to pay attention at all times.

d) Do not leave the individual in the middle of a room. Show them to a chair or guide them to a comfortable location.

e) Identify when you are leaving and will be back.

f) Identify yourself when you approach the individual and speak directly to them, even if a companion accompanies them.

g) Do not be afraid or embarrassed to use words such as "see", "read," and "look." People with vision loss also use these words.

h) When providing printed information, offer to read or summarize it. 

Hearing Loss

a) If the person uses a hearing aid, reduce background noise or move to a quieter area, if possible, so that the person can hear or concentrate better.

b) Attract the individual's attention before speaking. Generally, the best way is by a gentle touch on the shoulder or with a gentle wave of your hand.

c) Ask how you can help. Do not shout.

d) Ensure that the individual can see your face. Some people read lips.

e) If necessary, ask if another method of communicating would be easier, for example, using a pen and paper

f) Be patient if you are using a pen and paper to communicate. American Sign Language may be your individual's first language.

g) Do not assume that the individual knows sign language or reads lips.

h) Look at and speak directly to the individual you are servicing. Address that person, not the interpreter or support person.

i) Be clear and precise when giving directions and repeat or rephrase if necessary. Confirm that the individual understands you. 

Deafblind

a) Don't assume what a person can or cannot do. Some people who are deafblind have some sight or hearing, while others have neither.

b) An individual who is deafblind is likely to explain to you how to communicate with them or give you an assistance card or a note describing how to communicate with them.

c) Identify yourself to the intervenor when you approach the individual who is deafblind, but then speak directly to the individual as you usually would, not to the intervenor.

d) Do not touch or address service animals -- they are working and have to pay attention at all times.

e) Do not suddenly touch a person who is deafblind or touch them without permission. 

Physical Disabilities

a) Speak naturally and directly to the individual, not to their companion or support person.

b If you need to have a lengthy conversation with someone in a wheelchair or scooter, consider sitting so that you can make eye contact.

c) Ask before you help. People with physical disabilities often have their own ways of doing things. 

d) Respect the individual's personal space. Do not lean over them or on their assistive device.

e) Do not move items or equipment, such as canes and walkers, out of the person's reach.​​​​​​

f) Do not touch assistive devices without permission. If you have permission to move a person in a wheelchair, remember to: wait for and follow the person's instructions; confirm that the individual is ready to move;

1. describe what you're going to do before you do it;

2. avoid uneven ground and objects; and

3. do not leave the person in an awkward, dangerous or undignified position, such as facing a wall or in the path of opening doors. 

Mental Health Disabilities

A person with a mental health disability may have difficulty with one, several or none of the following:

a) Inability to think clearly;

b) Hallucinations (e.g., hearing voices, seeing or feeling things that aren't there);

c) Depression or acute mood swings (e.g., from happy to depressed with no apparent reason for the change);

d) Poor concentration;

e) Difficulty remembering;

f) Apparent lack of motivation;

When dealing with a person who may have mental health issues, you should contact your manager and, in the meantime:

- Be patient.

- Be confident and reassuring. Listen carefully and work with the individual to try to meet their needs.

- If someone appears to be in a crisis, ask them to tell you the best way to help. 

Intellectual or Developmental Disabilities

a) Use plain language and speak in short sentences.

b) To confirm if the individual understands what you have said, consider asking the person to repeat the message back to you in their own words.

c) If you cannot understand what is being said, ask again.

d) Provide one piece of information at a time.

e) Be supportive and patient.

f) Speak directly to the individual, not to their companion or support person. 

Learning Disabilities

a) When you know someone with a learning disability needs help, ask how you can help.

b) Speak naturally, clearly, and directly to the individual.

c) Allow extra time if necessary -- people may take a little longer to understand and respond.

d) Remember to communicate in a way that takes into account the individual's disability.

e) Be patient and be willing to explain something again, if needed. 

Speech or Language Impairments

a) Don't assume that because a person has one disability, they also have another. For example, if an individual has diƯiculty speaking, it doesn't necessarily mean they have an intellectual or developmental disability.

b) Ask the individual to repeat the information if you don't understand.

c) Ask questions that can be answered "yes" or "no" if possible.

d) Try to allow enough time to communicate with the individual, as they may speak more slowly.

(i) Do not interrupt or finish the individual's sentences. Wait for them to finish.