Accessibility policy for Customer Service

Assistive devices
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.

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 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

Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, our sales, service and parts departments at Gore Motors 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 the dealership on all customer entrances and on our Facebook page.

Training for staff
Gore Motors will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. Individuals in the following positions will be trained: Customer service representatives, sales associates, Service and parts counter staff and all Managers.

This training will be provided to staff within the first month of employment.

Training will include:

•An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.

•Gore Motors’ 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 Gore Motors’ 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 Gore Motors provides goods and services to people with disabilities can talk to our customer service representatives or email  HR@goremotors.com. All feedback will be directed to the Human resource dept. 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 Gore Motors that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.