1. Statement of Policy
Nissan Canada Inc. (”NCI”) is fully committed to providing its goods and services in a way that respects the dignity and independence of persons with disabilities. NCI is committed to giving persons with disabilities the same opportunity to access our goods and services and to benefit from those services, in the same place and in a similar way as other clients.
NCI will make reasonable efforts to ensure that:
a) Persons with disabilities are provided with equal opportunity to use, to gain, and to benefit from NCI products and services;
b) Goods and services are provided in a way that respects and supports the dignity and independence of persons with disabilities;
c) Communication with a person with a disability is conducted in a manner that takes the person’s disability into account and ensures excellent customer service;
d) Persons with disabilities may use assistive devices, assistive animals and support persons as is necessary to access NCI’s goods and services, unless superseded by other legislation.
The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) is to create a more accessible Ontario by identifying, and to the extent possible, preventing and eliminating barriers experienced by persons with disabilities.
The purpose of this customer service policy is to ensure that goods and services are provided in a manner that respects the dignity and independence of persons with disabilities and that persons with disabilities are given an equal opportunity to obtain, use and benefit from the goods and services as other customers.
This policy and its procedures address the accessibility requirements of Regulation 429/07 Accessibility Standards for Customer Service under Accessibility for Ontarians with Disabilities Act, 2005.
3. Scope of the Policy
This policy applies to all employees, agents, interns, volunteers, or otherwise of NCI in Ontario. This policy applies to any activity on or off the NCI premises which would reasonably be associated with the workplace. (E.g. social events, tent sales etc.).
a) “Assistive Devices “are auxiliary aids such as communications aids, cognition aids, personal mobility aids and medical aids (e.g. canes, crutches, wheelchairs or hearing aids etc.).
b) "Disability” as per the Ontario Human Rights Code, and the AODA means;
i. Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
ii. A condition of mental impairment or a developmental disability;
iii. A learning disability or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
iv. A mental disorder; or
v. An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
c) For the purposes of this policy only, “employees” means every person who deals with members of the public or other third parties on behalf of NCI whether the person does so as an employee, agent, intern, volunteer, or otherwise.
d) “Persons with Disabilities” are individuals who have a disability as defined under the Ontario Human Rights Code (definition of “disabilities” s. 4(b) of this Policy).
e) “Support Persons” are any person, whether a paid professional, volunteer, family member, or a friend, who accompany a person with a disability in order to help with communications, personal care or medical needs, while accessing goods or services.
f) “Service Animals” are animals individually trained to do work or perform tasks for the benefit of a person with a disability. An animal is a “service animal” for a person with a disability if:
i. It is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
ii. The person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
5. Core Principles
NCI will make every effort to ensure that this policy and related practices are consistent with the following four core principles:
Persons with disabilities must be treated as valued guests and customers, as deserving of service as any other customer.
Equality of Opportunity:
Persons with disabilities should be given an equal opportunity to obtain, use and benefit from NCI’s goods and services.
Wherever possible, persons with disabilities should benefit from NCI’s goods and services in the same place and in the same or in a similar manner as any other guest. In circumstances where integration does not serve the needs of persons with disabilities, goods and services will, to the extent possible, be provided in another way that takes into account the person’s individual needs.
Goods and services must be provided in a way that respects the independence of persons with disabilities. To this end, NCI will always be willing to assist persons with disabilities but will not do so without express permission.
6. Providing Goods and Services to Persons with Disabilities
NCI will communicate with persons with disabilities in a way that takes into account their disability.
NCI will train employees who communicate with clients as to how to most effectively communicate and interact with persons with various types of disabilities.
b) Telephone Services
NCI is committed to providing fully accessible telephone service to our customers. NCI will train employees to communicate with clients over the telephone in clear and plain language and to speak clearly and slowly.
NCI will offer the option to communicate with clients by e-mail, fax, or letter if telephone communication is not suitable for the client’s needs or if it is unavailable.
c) Assistive Devices
NCI is committed to welcoming and serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. NCI will ensure that our employees are trained with various assistive devices that may be used by our clients with disabilities while accessing our goods and services.
NCI is committed to providing accessible invoices to all our customers. Invoices may be provided in either of the following formats; hard copy, large print, and email if requested by any customer.
7. Use of Service Animals and Support Persons
NCI is committed to welcoming persons with disabilities who are accompanied by a service animal on any part of our premises to which clients or third parties have access. NCI will ensure that all our employees, volunteers, and others dealing with the public are properly trained on how to effectively interact with persons with disabilities who are accompanied by a service animal.
NCI is committed to welcoming clients 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 be accompanied by their support person. At no time will a person with a disability be deprived or prevented from having access to their support person while on our premises. Express permission will first be obtained from the person with the disability prior to including the support person in private or confidential discussions.
8. Notice of Temporary Disruption
NCI will provide clients with notice in the event of a planned or unexpected disruption in the facilities or services usually made available and used by persons with disabilities. Notice will include information about the reason for disruption, the anticipated duration of the interruption, and a description of alternative facilities or services if they are made available.
The notice will be placed at all public entrances and reception counters on our premises.
9. Training for Employees
NCI will provide training to all employees, volunteers, and others who regularly deal with the public or other third parties on their behalf, and all those who are involved in the development and approval of customer service policies, practices and procedures.
Training will include the following:
a) The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
b) How to interact and communicate with persons with various types of disabilities;
c) How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support person;
d) How to offer assistance to a person with a disability who is experiencing difficulty in accessing NCI’s goods and services; and
e) Review of NCI’s policies, practices and procedures relating to the customer service standard.
Applicable employees will be trained on policies, practices and procedures that affect the way goods and services are provided to persons with disabilities. Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures to ensure high quality service.
10. Feedback Process
NCI is focused on meeting or surpassing customer’s expectations while consistently and effectively serving those individuals with disabilities with the same degree of excellence. Comments on our service relating to how well those expectations are being met are welcomed and appreciated.
Feedback regarding NCI’s customer service in relation to those persons with disabilities may be made by phone to our customer service department.
You may contact customer service regarding the delivery of NCI’s products at: 1-800-387-0122.
Complaints will be addressed according to NCI’s already established complaint management procedure.
11. Modification to Policy
NCI is committed to the ongoing development and refinement of our customer service policies that respect and promote the dignity and independence of persons with disabilities. Any change to our customer service policies will always be made after a careful consideration of the impact on those persons with disabilities.
Any of NCI’s policies which do not support and respect the goals outlined in this policy description will be modified or removed.