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AODA Providing Goods and Services to People with Disabilities

Organizational Commitment

Performance Auto Group 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 believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.

Performance Auto Group is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination. We understand that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) 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 other law.

Performance Auto Group is committed to excellence in serving and providing goods, services or facilities to all customers including people with disabilities. Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

Training for Staff

We are committed to training all staff and coop students in accessible customer service, other Ontario’s accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities.

In addition, we will train:

  1. a) all persons who participate in developing the organization’s policies; and
  2. b) all other persons who provide goods, services or facilities on behalf of the organization

Determining Appropriateness of Training:

We assessed the specific roles and responsibilities of the various positions within our organization. Based on this analysis, we designed training relevant to the job roles and duties of our employees.

We acknowledge that a significant number of our employees are likely to assume customer-facing responsibilities at various stages throughout their employment. Therefore, we are committed to providing training that ensures everyone (including cooperative students) is equipped to provide accessible customer service, regardless of their current position. 

This training includes but is not limited to:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005;
  • The requirements of the Accessibility Standards for Customers Service;
  • How to interact and communicate with people who 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 support person;
  • How to use the assistive devices available at Performance Auto Group (which include magnification devices, paper and pen, calculator, computer);
  • What to do if a person with a disability is having difficulty in accessing Performance Auto Group' goods and services;
  • Performance Auto Group' policies, practices and procedures relating to the provision of goods and services to our guests and suppliers.

Generally, we train every person within 2 days after being hired and on a continuing basis as required. We maintain records of the training provided, including the dates on which the training was completed and the names of individuals who completed it.

In addition to the initial training, persons who participate in the development of our policies, practices and procedures governing the provision of goods or services to members of the public or other third parties may receive additional training on creating accessible policies and practices. This may include attending conferences, webinars, roundtables, attending presentations on accessibility or completing additional training.

We regularly solicit feedback from our employees on the training's effectiveness and make adjustments as needed. This feedback loop ensures that the training remains relevant and practical for our retail setting.

Providing Goods and Services to Persons with Disabilities

A. Assistive Devices

People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.

In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.

B. Communication 

We will communicate with people with disabilities in ways that take in to account their disability. This may include a communication board, paper and pen, speech-generating device, large print, print on paper, etc. We will work with the person with disabilities to determine what method of communication works for them.

C. 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 and third parties.

When we cannot easily identify that an animal is a service animal, our staff may ask for documentation (template, letter or form) from a regulated health professional that confirms the person needs the 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 perform certain tasks.

A regulated health professional is defined as a member of one of the following colleges:

  • College of Audiologists and Speech-Language Pathologists of Ontario
  • College of Chiropractors of Ontario
  • College of Nurses of Ontario
  • College of Occupational Therapists of Ontario
  • College of Optometrists 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

D. Support Persons

We welcome people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Performance Auto Groups' premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person.

Notice of Temporary Disruption

Performance Auto Group will make reasonable effort to provide guests and suppliers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, and its anticipated duration. We will not be able to give adequate notice in case of an emergency temporary disruption.

The signs and notices will be placed at all public entrances where applicable.

Feedback Process

The goal of Performance Auto Group is to meet and exceed the expectations of our guests and suppliers, including the expectations of our guests and suppliers with disabilities. Comments on our services regarding how well those expectations are met are welcome and appreciated and can be submitted to our Employee Services Department by email, letter, mail, or by telephone.

Employee Services Department

105 Van Kirk Drive, North Entrance
Brampton, ON L7A 1A4.
Tel: 905-863-7364
Email: accessibility@performance.ca

All feedback, including complaints, will be handled by our Employee Services Department and directed to the General Manager. Guests and supplies can expect to hear back in 5 business days.

Performance Auto Group ensures 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

Notice will be published on the company’s web site on how documents related to accessible customer service are available upon request. We will provide these documents in an accessible format or with communication support, upon 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. We require five (5) business days to produce an alternate format.

Information and Communications

Performance Auto Group will, upon request, provide or arrange for the provision of, accessible formats and communication supports for persons with disabilities in a timely manner, taking account the person’s accessibility needs due to disability. Performance Auto Group will consult with the person making the request in determining the suitability of an accessible format or communication support. We will also notify the public about the availability of accessible formats and communication supports.

Performance Auto Group will also meet internationally-recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.

Employment

We notify employees, job applicants and the public that accommodations can be made during recruitment and hiring. We notify job applicants when they are individually selected to participate in an assessment or selection process that accommodations are available upon request. We consult with the applicants and provide or arrange for suitable accommodation.

We notify successful applicants of policies for accommodating employees with disabilities when making offers of employment. We notify staff that supports are available for those with disabilities as soon as practicable after they begin their employment. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation

that take into account an employee’s accessibility needs due to a disability.

We will consult with employees when arranging for the provision of suitable accommodation in a manner that takes into account the accessibility needs due to disability. We will consult with the person making the request in determining the suitability of an accessible format or communication support specifically for:

  1. a) information that is needed in order to perform the employee’s job; and
  2. b) information that is generally available to employees in the workplace

We have a written process for developing individual accommodation plans(IAPs) for employees, including provisions for those returning to work after an absence due to a disability and requiring disability-related accommodation. IAPs include information on individualized workplace emergency response information.

Individualized Emergency Response Information

Our organization acknowledges the necessity of providing individualized workplace emergency response information to employees with disabilities. 

When an employee discloses a disability and requires accommodation, individualized emergency response information will be developed in consultation with the employee. This process will occur as soon as practicable after the disclosure.

We will review the individualized workplace emergency response information under the following triggers:

  1. Change in Work Location: Whenever an employee with a disability moves to a different location within the organization, their individualized emergency response information will be reviewed and updated if necessary. This review will occur before the employee starts at the new location or as soon as possible thereafter.
  2. Review of Accommodation Needs or Plans: The individualized emergency response information will be reviewed every time the employee's overall accommodation needs or plans are reviewed. For long-term or permanent accommodation needs, the review would typically occur annually or sooner if the employee's accommodation needs change.
  3. Policy Review: When our general emergency response policies are reviewed or updated, we will also review the individualized emergency response information of employees with disabilities. This is to ensure consistency and incorporate any new safety protocols. Policy reviews occur as required.

All individualized workplace emergency response information will be documented and maintained confidentially. If applicable, and with the employee’s consent, we will provide training and workplace emergency information to a designated person (or persons) who is providing assistance to that employee during an emergency.

Design of Public Spaces

We will meet accessibility laws when building or making major changes to public spaces. Our public spaces include:

  • Accessible off-street parking
  • Accessible on-street parking
  • Service-related elements like service counters, fixed queueing lines and waiting areas

Changes to Existing Policies

Any policies of this organization that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed. This document is publicly available. Accessible formats are available upon request.

Current formats available include:

  • Rich Text Format (rtf)
  • PDF Document
  • Plain text (txt)
  • Print (including large print)
  • HTML

Questions about this Policy

This policy exists to achieve service excellence to our guests and suppliers with disabilities. If anyone has questions about this policy please contact:

Employee Services Department

105 Van Kirk Drive, North Entrance
Brampton, ON L7A 1A4.
Tel: 905-863-7364
Email: accessibility@performance.ca

A response can be expected within five (5) business days.