Accessibility Standard for Customer Service
Our Commitment
Marigold Ford is committed to fostering a healthy and positive environment, as well as excellence in serving all guests in our Dealership. We are committed to complying with both the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA).
Marigold Ford views accessibility as providing the public with full access to all of our services and information. Our goal is to be a barrier-free organization by identifying, removing and preventing barriers that may limit the involvement of all people regardless of ability. Goods and services will be provided in a manner that respects the dignity and independence to all customers. The provision of services to persons with disabilities will be integrated wherever possible. Persons with disabilities will be given an opportunity equal to that given to others, to obtain, use or benefit from the goods and services provided by and on behalf of Marigold Ford.
Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.
Assistive devices
We will ensure that our staff members are trained and familiar with various assistive devices that may be used by our customers with disabilities while accessing our goods or services.
Information and Communication
We will communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports.
We will also meet internationally-recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.
Service animals
We welcome people with disabilities and their service animals. Service animals are allowed on the areas of 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. We will seek consent from the person with a disability when communicating private issues in the presence of a support person.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities (ie. automatic entrance doors, accessible washrooms), Marigold Ford will notify customers promptly. This clearly posted notice will include information about the reason for disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
The notice will be placed by the affected entrance door(s) of the store.
Employee Training
Marigold Ford will provide training to all employees and others who deal with the public, or to other third parties on their behalf.
This training will be provided to staff in the first three months following their start date.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, and the requirements of customer service standards.
- Marigold Ford’s plan related to customer service standards.
- 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.
- What to do if a person with a disability is having difficulty in accessing Marigold Ford’s goods and services.
Staff will also be trained when changes are made to our plan.
Feedback process
Customers who wish to provide feedback on the way Marigold Ford provides goods and services to people with disabilities, can do so in a variety of ways, in person, by mail or email, by telephone, or otherwise.
- Visit our website at www.marigold.net and send us an email in the ‘CONTACT US’ section, or by email directly to info@marigold.net.
- By mail at the address below
- By telephone at 905-668-5893
All feedback will be directed to Terry Souch, President.
Customers can expect to hear back in approximately two (2) days.
Complaints will be addressed according to our organization’s regular complaints management procedures.
Modification to this or other policies
Any policy of Marigold Ford that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Marigold Ford
1120 Dundas Street East,
Whitby, ON L1N5V3
Phone (905) 668-5893
Toll free 1-800-565-5893
