Otto's Accessible Customer Service Policy


Intent

This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and 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 Otto's shall follow the principles of dignity, independence, integration and equal opportunity.



Scope

a) This policy applies to the provision of goods and services at premises owned and operated by Otto's.

b) This policy applies to employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of Otto's including when the provision of goods and services occurs off the premises of Otto's such as in: delivery services, call centers, vendors, drivers, catering and third party marketing agencies.

c) The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of goods and services that take place at premises owned and operated by Otto's.

d) This policy shall also apply to all persons who participate in the development of the Otto's policies, practices and procedures governing the provision of goods and services to members of the public or third parties.



Definitions

Assistive Device – is 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 and/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:



Guide Dog – is 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 – as reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:



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:



Support Person – as reflected in Ontario Regulation 429/07, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.



General Principles

In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:


A. The Provision of Goods and Services to Persons with Disabilities

Otto's will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:


B. Assistive Devices

Customer's own assistive device(s):

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Otto's.

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 that 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 and/or service dogs.

Exclusion Guidelines:

If a guide dog, service animal or service dog is excluded by law (see applicable laws below) Otto's 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).

Applicable Laws:

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 pitbulls) 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 and/or Service Animal:

If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, Otto's may request verification from the customer. Verification may include:


Care and Control of the Animal:

The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.

Allergies:

If a health and safety concern presents itself for example in the form of a severe allergy to the animal, Otto's will make all reasonable efforts to meet the needs of all individuals.

D. Support Persons

If a customer with a disability is accompanied by a support person, Otto's 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 Otto's will make every reasonable attempt to resolve the issue.

In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.

E. Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Otto's. In the event of any temporary disruptions to facilities or services that customer's with disabilities rely on to access or use Otto'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 possible.

Notifications will include:

In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:

Notifications Options:

When disruptions occur Otto's will provide notice by:



F. Feedback Process

Otto's 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 on our website under the Accessible customer service tab. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request.


Submitting Feedback:

Customers can submit feedback to:

Eric Oickle
Otto's BMW
660 Hunt Club Road
Ottawa, ON K1V 1C1
Email: e.oickle@bmwottos.ca
Phone: 613-725-3048

Customers who wish to provide feedback by completing an onsite customer feedback form or verbally can do so to any Otto's employee, who will forward the feedback to Eric Oickle.

Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

G. Training

Training will be provided to:

a) all employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of Otto's; for example: salespersons, drivers, vendors, event operators, call centers and third party marketing agents; and,

b) Those who are involved in the development and approval of customer service policies, practices and procedures.

Training Provisions:

As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:


Training Schedule:

Otto's will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents and/or contractor who deal with the public or act on our behalf during new employee orientation. Revised training will be provided in the event of changes to legislation, procedures and/or practices.

Record of Training:

Otto's will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

H. Notice of Availability and Format of Documents

Otto's shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer's disability. Notification will be given by posting the information in a conspicuous place owned and operated by Otto's, the Otto's website and/or any other reasonable method. Administration

If you have any questions or concerns about this policy or its related procedures please contact:


Eric Oickle
Otto's BMW
660 Hunt Club Road
Ottawa, ON K1V 1C1
Email: e.oickle@bmwottos.ca
Phone: 613-725-3048


This policy and its related procedures will be reviewed as required in the event of legislative changes.

Referenced Documents:

Otto's BMW Centre
  • Temporary Location:
  • 835 Carling Avenue
  • Ottawa, ON K1S 2E7
  • Tel.: (613) 725-3048
  • info@bmwottos.ca
BMW Diplomatic Sales
Otto's Subaru
Otto's Collision Centre

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