Providing Accessible Customer Service
People with disabilities
1 in 7 people in Ontario has a disability. That’s almost 2 million Ontarians. By 2036, that number will rise to 1 in 5 as people age.
Over the next 20 years, aging Ontarians and people with disabilities will represent 40% of the total income in Ontario. That’s $536 billion.
People with disabilities are a growing market that businesses can’t afford to overlook.
Ontario had laws to ensure all Ontarians can access your organization’s goods, service or facilities.
Barriers to accessibility
Barriers to accessibility are obstacles that make it difficult-sometimes impossible-for people with disabilities to do the things most of us take for granted, like shopping, working or taking public transit.
The Law
The law requires that Kearney Planters identify those barriers and remove them, to provide customer service that is more accessible to people who have disabilities.
Guiding principles
Kearney Planters policies are guided by these principles:
- Dignity- provide service in a way that allows the person with a disability to maintain self-respect and the respect of other people.
- Independence- a person with a disability is allowed to do things on their own without unnecessary help or interference from others.
- Integration – provide service in a way that allows the person with a disability to benefit from the same services, in the same place, and in the same or similar way as other customers, unless a different way is necessary to enable them to access goods, service or facilities.
- Equal opportunity – provide service to a person with a disability in such a way that they have an equal opportunity to access your goods, service or facilities as what is given to others.
Providing goods, service or facilities to people with disabilities
- Kearney Planters is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.
- Kearney Planters understands that obligations under the Accessibility of Ontario with Disabilities Act 2005 and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any law.
- Kearney Planters is committed to complying with both the Ontario Human Rights Code and the AODA.
- Our accessible customer service policies are consistent with the principles of independence dignity, integration and equality of opportunity for people with disabilities.
Assistive devices
People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.
In case where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measure will be used to ensure the person with disability can access goods, services or facilities.
Communication
We will communicate with people with disabilities in ways that take into account their disability. This may include the following:
- Verbal communication
- Written communication
- Visual aids such as video consoles
- We will work with the person with disability to determine what method of communication works for them
Service animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from related health professional that confirms the person needs a service animal for reasons relating to their disability.
A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest or when it helps the person preform certain tasks.
A regulated health professional is defined as a member of one of the following colleges:
- College of Audiologists and Speech-language Pathologists or Ontario
- College of Chiropractors of Ontario
- College of Nurses of Ontario
- College of Occupational Therapists of Ontario
- College of Physicians and Surgeons of Ontario
- College of Physiotherapists of Ontario
- College of Psychologists of Ontario
- College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario
If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, service or facilities:
- Explain why the animal is excluded
- Discuss with the customer another way of providing goods, services or facilities
Service animals are not prohibited from any areas that customers are allowed.
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.
In certain cases, Kearney planters might require a person with a disability to be accompanied by a support person for the health or safety reasons of:
- A person with a disability
- Others on the premises
Before making a decision, Kearney Planters will:
- Consult with the person with a disability to understand their needs
- Consider health or safety reasons based on available evidence
- Determined if there is no other reasonable way to protect the health or safety of the person or others on the premises
Notice of temporary disruption
In the event of a planned or unexpected disruption to services of facilities for customers with disabilities Kearney Planters 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.
Services/Facilities include:
- Dealership showroom
- Dealership outdoor display area
The notice will be made publicly available in the following ways:
- Signage on the front door of the store location
- Messages on company website
- Message on the phone line
Training
Kearney Planters will provide accessible customer service training to:
- All employees and volunteers
- Anyone involved in developing our policies
- Anyone who provides goods, service or facilities to customers on our behalf
Staff will also be trained when changes are made to our accessible customer service policies.
Feedback process
Kearney Planters welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.
Customers will be notified of how to provide feedback in the following ways:
- Notices posted in visible areas within customer area
- Website
Customers who wish to provide feedback on the ways Kearney Planters provides goods, services or facilities to people with disabilities can provide feedback in the following ways:
- Contact the company management by telephone, fax or email
- Complete feedback card
All feedback, including complaints, will be handled in the following manner;
- Response in best manner possible, depending upon the circumstances. This may include telephone call or written letter.
Customers can expect to hear back in three business days.
Kearney Planters will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.
Notice of availability of documents
Kearney Planters will notify the public that documents related to accessible customers service, are available upon request by posting a notice in the following locations:
- Notices posted in visible areas within customer area
- Website
Kearney Planters will provide this document in an accessible format or with communication support, or 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 in a timely manner and, at no additional cost.
Modification to this policy
Any policy of Kearney Planters that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.
Colleen Kearney-Janssens CEO Kearney Planters