ACCESSIBILITY PLAN: PROVIDING GOODS & SERVICES TO PEOPLE WITH DISABILITIES IN ONTARIO
Hudson’s is committed to excellence in serving all customers including people with disabilities.
In fulfilling our mission, Hudson’s strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.
Providing goods and service to people with disabilities:
Hudson’s is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
- Communication: We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
- Telephone services: We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear plain language and to speak clearly and slowly. We will offer to communicate with customers by email or hand written information if telephone communication is not suitable to their communication needs or is not available.
- Assistive devices: We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services.
- Billing: We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: Hard copy or email of the invoice. We will answer any questions customers may have about the content of the invoice in person, by telephone or email.
Use of service animals and support persons:
Service Animals: We welcome people with disabilities and their service animals. Service animals are allowed on 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, Hudson’s 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 all of the entrances into the buildings and on service counters throughout building.
Training for staff:
Hudson’s will provide training to all employees who deal with the public. Individuals in the following positions will be trained:
- Customer Service Representatives
- Sales Consultants
- Service Advisors
- Parts Counter Sales
This training will be provided within 1 month after staff commences their duties. Training will include the following:
- The purposes of the Accessibility for Ontarians with Disabilities Act, 2005
- 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
- How to use any devices that may be required on site.
- What to do if a person with a disability is having difficulty in accessing
- Hudson’s goods and services Hudson’s policies, practices and procedures relating to the customer service standard.
- Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
The ultimate goal of Hudson’s is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way Hudson’s provides goods and services to people with disabilities can be made by telephone (verbally), written feedback, customer questionnaire surveys or by e-mail.
All feedback will be directed to Sean Hudson, Dealer Principal. Customers can expect to hear back in 2 days. Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.
Modifications to this or other policies:
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of Hudson’s that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Questions about this policy: This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to Katie Imrie, HR of Hudson’s.