Our AODA Policy and Plan

Accessible Customer Service Plan

Huron Motor Products Limited (“HMP”) is committed to excellence in accessibility and serving all customers including people with disabilities.

Providing goods and service to people with disabilities

HMP 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:

  • Assistive devices: We will ensure that our staff is trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods and services.
  • Communication: We will communicate with people with disabilities in ways that take into account their disability.
  • Invoicing: 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.

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. Fees will not be charged for support persons. Support persons may be required to sign a Confidentiality document when in the presence of personal information sharing while on HMP premises.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, HMP 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 service, if available. This notice will be placed in the showroom and will be posted on our website.

Training for Staff

HMP will provide training to all employees who deal with the public or other third parties on their behalf. Training will include the following:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirement of the customer service standard.
  • HMP’s plan related to the customer service standard.
  • 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 any of HMP’s goods or services.
  • Employees will also be trained on an ongoing basis when changes are made to the plan.

Feedback Process

Customers who wish to provide feedback on the way HMP provides services to people with disabilities can do so as follows: verbally discuss their concerns (in person or by telephone), written feedback, customer questionnaire surveys or by email. Customers can expect to hear back within 7 business days. Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to this or other policies

Any policy of HMP that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Availability of Documentation

This policy statement describes HMP’s policy and practices regarding the provision of services to people with disabilities. In addition to a web version, the customer service plan can also be obtained by contacting HMP at 519-235-0363. This documentation will be made available upon request to customers with disabilities in a format that takes into account their disability. The length of time it will take to provide information in alternative formats will depend on the format requested. Every effort will be made, however, to process requests in a timely fashion.