Accessibility Customer Service Standards Policy

Thursday, June 15, 2023

Policy AODA Integrated standards

Southbank Dodge Integrated Standards Policy

Effective Date: Thursday, June 15, 2023

1.            Purpose The purpose of this Integrated Standards Policy is to outline Southbank Dodge's commitment to integrating various standards into its operations and processes. This policy aims to ensure compliance with applicable legal, regulatory, and industry-specific requirements, while also promoting a culture of continuous improvement and sustainability.

2.            Scope This policy applies to all employees, contractors, suppliers, and other stakeholders involved in Southbank Dodge's operations and activities.

3.            Policy Statement

3.1. Compliance with Applicable Standards Southbank Dodge is committed to complying with all applicable standards, laws, regulations, and industry best practices relevant to its operations. This includes, but is not limited to, quality management, environmental management, health and safety, information security, data privacy, and social responsibility.

3.2. Integrated Management System Southbank Dodge shall establish and maintain an Integrated Management System (IMS) that integrates the requirements of relevant standards into its business processes. The IMS shall serve as a framework for establishing objectives, managing risks, and driving continuous improvement across all areas of the organization.

3.3. Leadership and Accountability Top management shall demonstrate leadership and accountability for the implementation and effectiveness of the IMS. They shall provide necessary resources, support, and guidance to ensure the integration of standards throughout the organization.

3.4. Risk-Based Approach Southbank Doge shall adopt a risk-based approach to identify, assess, and manage risks associated with non-compliance or deviations from standards. Risk assessments shall be conducted, and appropriate controls shall be implemented to mitigate identified risks.

3.5. Training and Awareness Southbank Dodge shall provide training and awareness programs to ensure that employees and relevant stakeholders understand their responsibilities regarding standards compliance. This includes training on relevant policies, procedures, and best practices to promote a culture of compliance and continuous improvement.

3.6. Performance Monitoring and Review Southbank Dodge shall establish performance indicators, conduct regular monitoring, and perform management reviews to evaluate the effectiveness of the IMS and its integration with relevant standards. The organization shall document and communicate performance results and take corrective actions as necessary.

3.7. Continuous Improvement Southbank Dodge is committed to continuously improving its performance in meeting the requirements of integrated standards. The organization shall establish mechanisms for capturing feedback, conducting internal audits, and implementing corrective and preventive actions to drive ongoing improvement.

4.            Responsibilities All employees, contractors, suppliers, and stakeholders have the responsibility to comply with this policy and actively contribute to the successful integration of standards within Southbank Dodge.

5.            Review and Revision This policy shall be reviewed periodically to ensure its continued relevance and effectiveness. Any necessary revisions or updates shall be made to reflect changes in standards, laws, regulations, or organizational requirements.

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Thursday, June 15, 2023

Southbank Dodge Accessibility Customer Service Standards Policy

1.            Purpose Southbank Dodge is committed to providing excellent customer service to all individuals, including those with disabilities. This policy outlines our commitment to meeting the requirements of the Accessibility for Ontarians with Disabilities Act (AODA) and ensuring that our customers with disabilities are treated with respect, dignity, and equality.

2.            Policy Statement

2.1. We will ensure that our staff receives training on providing accessible customer service to individuals with disabilities.

2.2. We will maintain a welcoming and inclusive environment for all customers, including those with disabilities.

2.3. We will communicate with individuals with disabilities in a manner that takes into account their specific needs.

2.4. We will provide accessible formats and communication supports upon request.

2.5. We will promptly address any feedback or concerns regarding accessibility and customer service.

3.            Definitions

3.1. Disabilities: Refers to any physical, mental, sensory, or intellectual impairment that affects an individual's ability to access goods, services, facilities, or accommodations.

3.2. Accessible formats: Refers to alternate forms of communication that are accessible to individuals with disabilities, such as large print, braille, electronic formats, or audio recordings.

3.3. Communication supports: Refers to assistive devices or technologies that facilitate communication for individuals with disabilities, such as sign language interpretation, captioning, or communication boards.

4.            Training

4.1. All staff members who interact with customers will receive training on accessible customer service, including understanding various disabilities, effective communication strategies, and how to use assistive devices and technologies.

4.2. Training will be provided during onboarding for new employees and on an ongoing basis to ensure that staff members stay updated on accessibility requirements and best practices.

5.            Communication

5.1. We will communicate with individuals with disabilities in a manner that is respectful, patient, and attentive to their needs.

5.2. Our staff will be trained to ask individuals with disabilities how they prefer to be communicated with and to follow their instructions.

5.3. When communicating important information, we will provide it in a format that is accessible to the individual, such as large print, electronic formats, or through the use of communication supports.

6.            Accessible Facilities and Services

6.1. We will ensure that our physical facilities are accessible to individuals with disabilities by removing any barriers that may hinder their access or mobility.

6.2. We will make reasonable efforts to provide accessible services to individuals with disabilities, including assistance with entry and exit, alternative methods of payment, and any necessary accommodations.

7.            Feedback and Concerns

7.1. We welcome feedback from our customers, including those with disabilities, regarding the accessibility of our services and customer service practices.

7.2. Customers can provide feedback or raise concerns by contacting Information Officer through email at [email protected]

7.3. All feedback and concerns will be addressed promptly and in a respectful manner.

8.            Review and Improvement

8.1. We will review and update this policy regularly to ensure its continued effectiveness and compliance with applicable accessibility standards and legislation.

8.2. We will strive to continuously improve our customer service practices and accessibility initiatives based on feedback, emerging best practices, and technological advancements.