Customer Service Standard
Jackson’s Toyota is committed to meeting the requirements of the Customer Service Standards
in the Integrated Accessibility Standards Regulation under the Accessibility for Ontarians with
Disabilities Act, 2005. All goods and services provided by Jackson’s Toyota shall follow the
principles of dignity, independence, integration, and equal opportunity. All employees will be
trained on the requirements of AODA legislation and the Customer Service Standards.
This policy is intended to meet the requirements of the Customer Service Standards included in
the Integrated Accessibility Standards Regulation under the Accessibility for Ontarians with
Disabilities Act, 2005. It applies to the provision of goods and services to the public or other third
parties, not to the goods themselves.
All goods and services provided by Jackson’s Toyota shall follow the principles of dignity,
independence, integration, and equal opportunity.
Assistive device: A technical aid, communication device, or other instrument that is used to
maintain or improve the functional abilities of people with disabilities. Personal assistive devices
are typically devices that customers bring with them, such as a wheelchair, walker, or a
personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing,
remembering, or reading.
Disability: The term disability as defined by the Accessibility for Ontarians with Disabilities Act,
2005, and the Ontario Human Rights Code, refers to:
- Any degree of physical disability, infirmity, malformation or disfigurement that is caused
by bodily injury, birth defect 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 co-ordination, 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;
- A condition of mental impairment or a developmental disability;
- A learning disability, or dysfunction in one or more of the processes involved in
understanding or using symbols or spoken language;
- A mental disorder; or
- An injury or disability for which benefits were claimed or received under the insurance
plan established under the Workplace Safety and Insurance Act, 1997.
Guide dog: A highly trained working dog that has been trained at one of the facilities listed in
Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety, and
increased independence for people who are blind.
- Service animal: An animal is a service animal for a person with a disability if:
The animal can be readily identified as one that is being used by the person for reasons
relating to the person’s disability, as a result of visual indicators like the vest or harness
worn by the animal; or46
- The person provides documentation from one of the following regulated health
professionals confirming that the person requires the animal for reasons relating to the
- A member of the College of Audiologists and Speech-Language Pathologists of
- A member of the College of Chiropractors of Ontario;
- A member of the College of Nurses of Ontario;
- A member of the College of Occupational Therapists of Ontario;
- A member of the College of Optometrists of Ontario;
- A member of the College of Physicians and Surgeons of Ontario;
- A member of the College of Physiotherapists of Ontario;
- A member of the College of Psychologists of Ontario; or
- A member of the College of Registered Psychotherapists and Registered Mental
Health Therapists of Ontario.
Service dog: As reflected in Health Protection and Promotion Act, Ontario Regulation 562, a dog
other than a guide dog for the blind is a service dog if:
- It is readily apparent to an average person that the dog functions as a service dog for a
person with a medical disability; or
- The person who requires the dog can provide on request a letter from a physician or
nurse confirming that the person requires a service dog.
Support person: A support person is, in relation to a person with a disability, another person
who accompanies them in order to help with communication, mobility, personal care, medical-
needs, or access to goods and services.
In accordance with the Customer Service Standards, this policy addresses the following:
A. The Provision of Goods and Services to Persons with Disabilities
Jackson’s Toyota will make every reasonable effort to ensure that its policies, practices, and
procedures are consistent with the principles of dignity, independence, integration, and equal
- Ensuring that all customers receive the same value and quality;
- Allowing customers with disabilities to do things in their own ways, at their own pace
when accessing goods and services, as long as this does not present a safety risk;
- Using alternative methods, when possible, to ensure that customers with disabilities have
access to the same services, in the same place and in a similar manner;
- Yaking into account individual needs when providing goods and services; and
- Communicating in a manner that takes into account the customer’s disability.
B. The Use of Assistive Devices
Customer’s Own Assistive Devices
Persons with disabilities may use their own assistive devices as required when accessing goods
or services provided by Jackson’s Toyota.
In cases where the assistive device presents a safety concern or where accessibility might be
an issue, other reasonable measures will be used to ensure the access of goods and services.
For example, open flames and oxygen tanks cannot be near one another. Therefore, the
accommodation of a customer with an oxygen tank may involve ensuring the customer is in a
location that would be considered safe for both the customer and business. Or, where elevators
are not present and where an individual requires assistive devices for the purposes of mobility,
service will be provided in a location that meets the needs of the customer.
C. Guide Dogs, Service Animals and Service Dogs
A customer with a disability who is accompanied by guide dog, service animal, or service dog
will be allowed access to premises that are open to the public unless otherwise excluded by law.
“No pet” policies do not apply to guide dogs, service animals, or service dogs.
If a guide dog, service animal, or service dog is excluded by law (see applicable laws below),
Jackson’s Toyota will offer alternative methods to enable the person with a disability to access
goods and services, when possible (for example, securing the animal in a safe location and
offering the guidance of an employee).
Food Safety and Quality Act, 2001, Ontario Regulation 31/05: Animals not intended for
slaughter or to be euthanized are not allowed in any area or room of a meat plant. It also makes
an exception for service dogs to allow them in those areas of a meat plant where food is served,
sold, or offered for sale to customers and in those areas that do not contain animals or animal
parts and are not used for the receiving, processing, packaging, labelling, shipping, handling, or
storing of animals or parts of animals.
The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, normally does not
allow animals in places where food is manufactured, prepared, processed, handled, served,
displayed, stored, sold, or offered for sale. It does allow guide dogs and service dogs to go into
places where food is served, sold, or offered for sale. However, other types of service animals
are not included in this exception.
Dog Owners’ Liability Act, Ontario: If there is a conflict between a provision of this Act or of a
regulation under this or any other Act relating to banned breeds (such as pit bulls) and a
provision of a by-law passed by a municipality relating to these breeds, the provision that is
more restrictive in relation to controls or bans on these breeds prevails.
Recognizing a Guide Dog, Service Dog, or Service Animal:
If it is not readily apparent that the animal is being used by the customer for reasons relating to
their disability, Jackson’s Toyota may request verification from the customer.
Care and Control of the Animal:
The customer who is accompanied by a guide dog, service dog, or service animal is responsible
for maintaining care and control of the animal at all time.
If a health and safety concern present’s itself (for example, in the form of a severe allergy to the
animal), Jackson’s Toyota will make all reasonable efforts to meet the needs of all individuals.
D. The Use of Support Persons
If a customer with a disability is accompanied by a support person, Jackson’s Toyota will ensure
that both persons are allowed to enter the premises together and that the customer is not
prevented from having access to the support person.
There may be times where seating and availability prevent the customer and support person
from sitting beside each other. In these situations, Jackson’s Toyota will make every reasonable
attempt to resolve the issue.
In situations where confidential information might be discussed, consent will be obtained from
the customer before any conversation where confidential information might be discussed.
E. Notice of Disruptions in Service
Service disruptions may occur for reasons that may or may not be within the control or
knowledge of Jackson’s Toyota. In the event of any temporary disruptions to facilities or
services that customers with disabilities rely on to access or use Jackson’s Toyota’s goods or
services, reasonable efforts will be made to provide advance notice. In some circumstances,
such as in the situation of unplanned temporary disruptions, advance notice may not be
If a notification must be posted, the following information will be included unless it is not readily
available or known:
- Goods or services that are disrupted or unavailable;
- Reason for the disruption;
- Anticipated duration; and
- A description of alternative services or options.
When disruptions occur, Jackson’s Toyota will provide notice by:
- Posting notices in conspicuous places, including at the point of disruption, at the main
entrance and the nearest accessible entrance to the service disruption, or on the
Jackson’s Toyota website;
- Contacting customers with appointments;
- Verbally notifying customers when they are making a reservation or appointment; or
- By any other method that may be reasonable under the circumstances.
F. Customer Feedback
Jackson’s Toyota shall provide customers with the opportunity to provide feedback on the
service provided to customers with disabilities. Information about the feedback process will be
readily available to all customers and notice of the process will be made available by contacting
any of our offices. Feedback can be provided verbally (in person or by telephone) or written
(handwritten, delivered, or e-mailed).
Customers can submit feedback to:
Address: 181 Mapleview Drive W. Barrie, Ontario L4N 9E8
Customers who provide formal feedback will receive acknowledgement of their feedback, along
with any resulting actions based on concerns or complaints that were submitted.
Training will be provided to:
- Every person who is an employee of, or a volunteer with, the provider.
- Every person who participates in developing the provider’s policies.
- Every other person who provides goods, services, or facilities on behalf of the provider.
Regardless of the format, training will cover the following:
- A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
- A review of the requirements of the Customer Service Standards.
- Instructions on how to interact and communicate with people with various types of
- Instructions on how to interact with people with disabilities who:
- Use assistive devices;
- Require the assistance of a guide dog, service dog, or other service animal; or
- Require the use of a support person (including the handling of admission fees).
- Instructions on how to use equipment or devices that are available at our premises or
that we provide that may help people with disabilities.
- Instructions on what to do if a person with a disability is having difficulty accessing our
- Jackson’s Toyota’s policies, procedures, and practices pertaining to providing accessible
customer service to customers with disabilities.
Jackson’s Toyota will provide training as soon as practicable. Training will be provided to new
employees, volunteers, agents, or contractors during orientation. Revised training will be
provided in the event of changes to legislation, procedures, policies, or practices.
This policy and its related procedures will be reviewed as required in the event of legislative
changes or changes to company procedures.
Multi-Year Accessibility Plan
This accessibility plan outlines the policies and procedures that Jackson’s Toyota will put in place to improve opportunities for people with disabilities.
Jackson’s Toyota is committed to treating all people equally to sustain dignity and independence.
Jackson’s Toyota will educate and train Associates on Accessibility for Ontarians with Disabilities Act (AODA) as it relates to people with disabilities. Jackson’s Toyota will ensure that Associates are aware of how to interact comfortably and respectfully with job applicants, Associates, and Customers with disabilities.
Jackson’s Toyota will identify accessibility barriers, review any deficiencies and respond in a timely manner with a solution to ensure compliance with the Ontario Accessibility Standards.
Jackson’s Toyota is committed to reviewing and updating its Accessibility Plan at least once every five years.
We Welcome Your Feedback
We encourage your feedback in order to continuously improve our processes.
Jackson’s Toyota is accessible by phone, email, mail, as well as in person to ensure feedback processes are accessible to people with disabilities upon request.
Toll Free: 1-877-886-9682
By mail: 181 Mapleview Drive West
Barrie, Ontario L4N 9E8
By email: firstname.lastname@example.org