Accessibility Standards for Customer Service and Integrated Accessibility Standards.

Our Commitment
Campbell Ford is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We are committed to meeting the needs of people with disabilities in a timely manner.

In 2005, the government of Ontario passed the Accessibility for Ontarians with Disabilities Act (AODA) with the goal of ensuring greater accessibility for Ontarians with disabilities by 2025. To help public, private, and non-profit organizations identify, prevent, and remove barriers to accessibility, the AODA contains accessibility standards in areas, including:

• Customer service
• Information and communications
• Employment
• Transportation

Customer Service Policy
It is Campbell Ford’s policy to provide services in a way that respects the dignity and independence of customers with disabilities. We are committed to giving customers with disabilities the same opportunities to access our goods and services in the same place and in a manner consistent with other customers.

Providing Goods & Services to People With Disabilities
When serving people with disabilities we will carry out our functions and responsibilities by:
– providing assistance with printed materials and estimates for those with vision disabilities
– delivering goods for those who have accessibilities issues.

We will communicate with people with disabilities in ways that take into account their disability.
We will attempt to provide materials in a format that is accessible for people with disabilities.
We will train staff on how to interact and communicate with customers with various types of disabilities.

Telephone Services
We are committed to providing accessible telephone services to our customers.
We will train office staff on how to interact and communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
We will offer to communicate with customers by mail or email if telephone communication is not suitable to their communication needs, or is not available.

Assistive Devices
We are committed to serving people who use assistive devices.
Use of Service Animals and Support Persons
We are committed to welcoming customers who are accompanied by a service animal in the public areas of our building.
We will ensure that personnel dealing with customers are trained on how to interact with customers who are accompanied by a service animal.
We are committed to welcoming customers who are accompanied by a support person

Campbell Ford is committed to fair and accessible employment practices.
We will take the following steps to notify the public and staff that we, when requested, will accommodate people with disabilities during the recruitment and assessment processes and when people are hired.

All employment ads will state that people with disabilities will be accommodated during the recruitment and interview process.

Campbell Ford will take the following steps to develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability.

• Discuss limitation with the individual affected
• Discuss accommodation requirements with appropriate medical professionals
• Make any necessary changes that are cost effective to accommodate the employees with disabilities, permanent or temporary.

We will take the following steps to ensure the accessibility needs of employees with disabilities are taken into account if is using performance management, career development and redeployment processes.

• Reviews will be based on performance of the job and not focused on the individuals disability
• Promotions will be based on merit and not whether that employee has a disability of limitation


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.

Training Provisions

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 disabilities.
• Instructions on how to interact with people with disabilities who:
o use assistive devices;
o require the assistance of a guide dog, service dog or other service animal; or
o 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 your services.
• Campbell Ford’s policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.

Notice of Temporary Disruptions
Campbell Ford will make reasonable efforts to provide notice to persons with disabilities in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. If the disruption is anticipated, Campbell Ford will provide a reasonable amount of advance notice of the disruption. If the disruption is unexpected, notice will be provided as soon as possible. The notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

Feedback Process
Comments on our services regarding how well those expectations are being met are welcome and appreciated. Feedback regarding the way we provide services to customers with disabilities can be made to the General Manager as follows:
By mail: Campbell Ford, 1500 Carling Ave, Ottawa, Ontario K1Z 0A3
By email:
All feedback will be reviewed and customers can expect to hear back within 14 business days.
All correspondence will be kept confidential
Complaint procedures will be documented and made available to management.