COMMITMENT & OPPORTUNITIES
The Brimell Group is committed to excellence in serving all customers including people with disabilities. We will make every effort to provide service in a way that respects the dignity and independence of people with disabilities. We are committed to giving people with disabilities the same opportunity to access our products and services, allowing them to benefit from the same products and services, in the same place and in a similar way as other clients in a timely manner. The Brimell Group will maintain its accessibility policies in a written format. They will be available to the public and will be provided in an accessible format if it is requested.
We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
When providing information to, or communicating with, a person with a disability, we will provide, on request, the information and communication in an accessible format. We will provide information, work with the person in consultation and communicate with people with disabilities in ways that take into account their disability.
We are committed to working towards an accessible website and website content that will comply with the World Wide Web Consortium Web Content Accessibility Guidelines initially at Level A and moving towards Level AA Standards.
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.
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
The Brimell Group will notify customers promptly in the event of a planned or unexpected disruption to services or facilities for customers with disabilities. 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 services, if available.
The notice will be placed at all customer entrances
Our employment practices will include notification of the availability of accommodation for applicants with disabilities, as well as supports for staff with disabilities. Where employee needs dictates, we will provide individualized workplace emergency response information to employees who have a disability. Our performance management and career development processes will take into account the accessibility needs of its employees with disabilities.
Our process for the development of documented individual accommodation plans includes:
- How we include the employee in the development of the plan
- How we consider the employee on an individual basis
- How we proceed in getting a medical or other experts opinion on the accommodation of the employee and at our own expense
- How other representative or agents may or may not be involved
- How the employees’ personal information will be protected
- How often the plan will be reviewed
- How the plan will be provided in a format that respects the individuals needs due to a disability.
Our process for the development of a return to work process for employees with disabilities who have been absent due to their disability and require accommodations to return to work will;
- Outline the steps we will take to facilitate the employees return to work
- Use their individual accommodation plans – where it exists – as part of the process
The Brimell Group will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. Individuals in the following positions will be trained:
- Anyone who communicates with the public
- This training will be provided to staff during orientation
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- The Brimell Group’s accessible customer service plan policy.
- 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 The Brimell Group’s goods and services
- Staff will also be trained when changes are made to your accessible customer service plan policy.
We will incorporate accessibility requirements under the IASR when building or redeveloping a public space identified under Accessibility Standard for the Design of Public Spaces.
Customers who wish to provide feedback to The Brimell Group can do so through e-mail. All feedback will be directed to the CEO and the Customer Relations Manager. Customers can expect to hear back within 3 days. Feedback will be addressed according to our organization’s regular feedback management procedures.
The Brimell Group will notify the public that our documents related to accessible customer service, are available upon request by posting a notice in each reception area.
Any policy of The Brimell Group that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
The Brimell Group will maintain its multi-year accessibility plan. The plan will be reviewed and updated at least once every 5 years. It will show our organizations commitment to removing barriers and preventing new ones. We will make it available to the public and provide it in an accessible format when requested.
Multi-Year Accessibility Plan
Accessible Emergency Practices
Effective January 1, 2012, emergency information is posted in areas accessible to the public.
When it is disclosed that an employee requires special attention during an emergency, a plan will be developed in conjunction with Human Resources and their manager to ensure their safety. The plan will be documented and kept with Human Resources in the employee’s file.
Effective January 1, 2012, The Brimell Group will provide training to employees on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees, and staff members that interact with the public.
The Brimell Group will take the following steps to provide employees with the training needed to meet Ontario’s accessible laws:
- Publish the AODA Policy on the company website.
- Modify the existing AODA training to include the policy
- Train all employees that interact with the public
- Track training participation through our HRIS system.
- This training is mandatory
- for all new hires as part of their on-boarding.
The Brimell Group will incorporate accessibility features when designing, purchasing, or acquiring self-service kiosks.
Information and Communications
The Brimell Group is committed to meeting the communication needs of people with disabilities. We will take the necessary steps to ensure all new websites and content on those sites conform with WCAG 2.0, Level A
There are no plans at this time to revise www.brimelltoyota.com, but it is projected to be revamped in the near future.
The Brimell Group is accessible by phone, email and mail as well as in person to ensure feedback processes are accessible to people with disabilities upon request by January 1, 2015.
The Brimell Group will take the necessary steps to make all websites and content conform with WCAG 2.0, Level AA by January 1, 2021.
The Brimell Group is committed to fair and accessible employment practices.
Effective January 1, 2016 The Brimell Group will accommodate people with disabilities upon request during the recruitment, assessment processes and when people are hired:
- All job advertisements will include the statement that The Brimell Group is an equal opportunity employer.
- Workplace information will be provided to employees, upon request, in an accessible format.
- The Brimell Group will continue to help support employees with disabilities in performance management, career development and redeployment processes
- Individual accommodation plans will be developed and documented to assist employees with disabilities.
- The Brimell Group will continue to develop accommodation plans that allows return-to-work programs to be implemented.
- The Brimell Group will continue to take the following steps to prevent and remove other accessibility barriers identified:
- It is a joint effort from Human Resources, Joint Health and Safety Committee audits, and members of the organization to review and ensure the identified barriers are removed to the extent possible.
Design of Public Spaces
The Brimell Group will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. Public spaces are defined in the act as:
- Recreational trails/beach access routes
- Outdoor public eating areas like rest stops or picnic areas
- Outdoor play spaces, like playgrounds in provincial parks and local communities
- Outdoor paths of travel, like sidewalks, ramps, stairs, curb ramps, rest areas and accessible pedestrian signals
- Accessible off-street parking
- Service-related elements like service counters, fixed queuing lines and waiting areas
The Brimell Group will ensure all public areas are accessible when renovations are initiated in these areas. The Brimell Group will develop plans for the implementation of ramps in areas of the company which are not fully accessible when significant renovations occur.
Accessibility for Ontarians with Disabilities Act
Dear Employees & Customers,
This letter is to inform you about the Accessibility for Ontarians with Disabilities Act. The Act was passed in 2005 and the intention is to make Ontario completely accessible by 2025. There are five standards that are outlined in the Act: customer service; the built environment (building and structures); employment; information and communications; and transportation. The first standard that is required to be met under this legislation is the Accessibility Standard for Customer Service which is intended to ensure that individuals with disabilities will receive fully accessible, high quality customer service. All organizations that have more than one employee are required to comply with this standard.
Our organization has rolled out new policies, procedures and training for all employees. The policies, practices and procedures for providing compliant customer service are outlined below.
A policy that complies with the Accessibility Standard for Customer Service has been created by The Brimell Group and outlines: the provision of goods and services to persons with disabilities; the use of assistive devices; the use of guide dogs, service animals and service dogs; the use of support persons; notice of service disruptions; customer feedback; training; and the notice of availability and format of documents.
In order to comply with the Accessibility Standard for Customer Service, The Brimell Group has developed strategies that consider customers and take into account individual disabilities. Customers will be able to use their own personal assistive devices when accessing The Brimell Group’s goods and services, and in the event that the assistive device presents a safety concern or where accessibility might be an issue, The Brimell Group will take every reasonable measure to ensure access of goods and services by the customer.
Customers with disabilities will also be able to be accompanied by a guide dog, service dog and/or service animal unless prohibited by law. If the animal is prohibited by law, The Brimell Group will take reasonable measures to ensure the customer has access to the goods and/or services required. Any customers that require the assistance of a support person may be accompanied while accessing the goods and services of The Brimell Group. In the event of a service disruption, The Brimell Group must include the reason, anticipated duration and alternative options to access goods and services.
The Brimell Group has developed a process for accepting customer feedback, including how it will be recorded, responded to and handled. Information will be made available to customers about The Brimell Group’s feedback process. All employees of The Brimell Group who are involved in the development and approval of customer service policies, practices and procedures will be trained on the required provisions.
In addition to the above requirements, all The Brimell Group employees will be trained on the following in order to ensure compliance to the Act:
- Accessibility for Ontarians with Disabilities Act, 2005.
- Accessibility Standards for Customer Service, Ontario Regulation 429/07.
- How to interact and communicate with customers with various types of disabilities.
- How to interact with people with disabilities who use assistive devices; require the assistance of a guide dog, service animal or service dog; or require the use of a support person.
- How to use equipment or devices that are available at your premises or that may help customers with disabilities.
- What to do if a customer with a disability is having difficulty accessing your service.
- Developed policies, procedures and practices surrounding the legislation.
All records of training including the dates training was provided and the number of employees who attended will be required.
If you require any further information about the Accessibility for Ontarians with Disabilities Act or the Accessibility Standard for Customer Service please contact the Human Resources department at 416-292-2241 x4211.
Mark R. Bozian
(416) 292-2241 x4200