Accessibility and Customer Service Policy for Nissan-CA

Nissan Canada Inc. (“NCI”) values inclusion and access in all areas of our business, and we aspire to exceed the expectations of our customers.  This is why we are fully committed to providing an accessible experience to all in a way that respects the dignity and independence of persons with disabilities. We strive to ensure our internal policies and actions are a driving force toward providing a user experience that is respectful, inclusive, and supportive of all. 

NCI believes in integration and is committed to providing persons with disabilities the same opportunity to access and benefit from our goods and services, in the same place, in a similar way as other clients, and 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 the Regulations thereunder (collectively, the “AODA”).

NCI will make every effort to ensure that this policy and related practices are consistent with the following four core principles: 

Dignity
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. 

Integration
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. 

Independence
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.  

NCI is also committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination. 

NCI understands that obligations under the AODA do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law. 

The purpose of this policy is to ensure excellence in serving and providing goods, services or facilities to all customers including people with disabilities. Our accessibility policies, including the accessible customer service policy are consistent with the principles of independence, dignity, integration, and equality of opportunity for people with disabilities. 

This policy applies to 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. 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.

If you have accessibility questions or feedback on how we can improve equal access in our goods, services, facilities, including any feedback on this website and other Nissan products regardless of ability, please contact us as per below: 

By phone to our customer service department at: 1-800-387-0122 or use our  contact us page for all accessibility requests. 

NCI will ensure that its processes for receiving and responding to feedback are accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communication supports upon request. NCI will cooperate with the person in finding a communication method that works with his or her restrictions. 

NCI is committed to addressing requests for accessible formats or communication supports in a timely manner that takes into account the person’s accessibility needs due to disability. You can expect to hear back from us within 10 business days. 

When NCI receives a request for accessible formats and/or communication support, NCI, in consultation with the person making the request, will provide appropriate and timely communication supports/accessible formats.

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 accessibility policies, practices, and procedures. 

Training will include the following:

a) The requirements of the AODA and the Ontario Human Rights Code as it relates to people with disabilities;

b) The requirements of the Customer Service Standard;

c) How to interact and communicate with persons with various types of disabilities;

d) How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support person;

e) How to offer assistance to a person with a disability who is experiencing difficulty in accessing NCI’s goods and services; and

f) Review of NCI’s policies, practices and procedures relating to AODA, including the Customer Service Standard. 

The persons noted above will be trained on policies, practices and procedures that affect the way goods and services are provided to persons with disabilities. They will also be trained on an ongoing basis when changes are made to these policies, practices, and procedures to ensure high quality service. NCI maintains records of this training. 

We communicate with people with disabilities in ways that take into account their disability. NCI will train the persons noted above as to how to most effectively communicate and interact with persons with various types of disabilities.   

When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication support; we will work with the person with disabilities to determine what method of communication works for them. 

Telephone Services
NCI is committed to providing fully accessible telephone service to our customers. NCI will train applicable persons noted above 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. 

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. People with disabilities may use their personal assistive devices when accessing our goods, services, or facilities.
Assistive devices are auxiliary aids such as communications aids, cognition aids, personal mobility aids and medical aids, e.g., canes, crutches, wheelchairs, hearing aids, etc. 

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.

We ensure that our staff are 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, services, or facilities. 

Billing
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. 

Websites and other digital properties
Nissan.ca is designed with your needs in mind, and we emphasize understanding, valuing, and leveraging differences in our customers.  To enhance the Nissan experience for all, we’ve adopted the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA as our standard and goal.

We also continue to promote accessibility at Nissan in the following ways: 

o   Maintaining a team dedicated to accessibility

o  Integrating accessibility practices in all processes through awareness, training, and the adoption of accessibility testing tools  

o  Regularly monitoring the accessibility of our sites with a dedication to remediation  

o  Partnering with industry-leading accessibility experts, Deque, for consulting, monitoring, remediation, and certification.

Deque is a trusted leader in digital accessibility that provides web accessibility software and services with a mission of digital equality. Deque’s suite of industry-leading testing tools are utilized to audit and monitor customer sites and apps for accessibility issues, put preventative measures in place to prevent accessibility issues, and work through remediation. [DEQUE’s COMMITTED TO ACCESSIBILITY BADGE / ICONOGRAPHY]

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.

“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 it is readily apparent that the animal is used by the person for reasons relating to his or her disability,  identified through visual indicators, such as when it wears a harness or a vest,  or the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability. 

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. If service animals cannot be supported, NCI will explain why the service animal is excluded and work collaboratively with the customer to determine another way of providing goods, services or facilities.

NCI is committed to welcoming clients with disabilities who are accompanied by a support person. A “Support Person” is 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.

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. 

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. 

NCI notifies the public that documents related to accessibility, including accessible customer service, are available upon request by posting a notice in the following location(s)/way(s):
https://www.nissan.ca/common/accessibility.html

NCI will provide these documents in an accessible format or with communication support, on 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.

While NCI does not currently have self-service kiosks, if NCI were to introduce kiosks we would ensure that we would incorporate accessibility features/consider accessibility for people with disabilities when designing, procuring or acquiring self-service kiosks.

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 supports specifically for:
a) information that is needed in order to perform the employee’s job; and
b) information that is generally available to employees in the workplace. 

Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. With the employee’s consent, we will provide workplace emergency information to a designated person who is providing assistance to that employee during an emergency. 

We will provide the information as soon as practicable after we become aware of the need for accommodation due to the employee’s disability. 

We will review the individualized workplace emergency response information:
a) when the employee moves to a different location in the organization;
b) when the employee’s overall accommodations needs or plans are reviewed; and
c) when the employer reviews its general emergency response policies. 

We have a written process to develop individual accommodation plans for employees. 

We have a written process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work. 

Our performance management, career development and redeployment processes take into account the accessibility needs of all employees. 

NCI will strive to comply with its obligations under the Design of Public Spaces Standard as applicable.

NCI is committed to the ongoing development and refinement of our accessibility policies that respect and promote the dignity and independence of persons with disabilities. Any change to our accessibility 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. 

This document is publicly available. Accessible formats of this document are available upon request, please contact us using the contact information noted above.