Accessible Service Support

Orillia Kia’s Accessible Customer Service Plan To Provide Goods and Services to People with Disabilities

The entire team at Orillia Kia is committed to excellence in serving all customers including people with disabilities.

Assistive Devices

We will ensure that our staffs is 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 and services.

Communication

We will communicate with people with disabilities in ways that take into account their disability.

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

Support person

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

  • Fees will not be charged for support persons

We will notify customers of updates to this policy through a notice posted on our website, premises and/or by telephone or e-mails.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities to have vehicle serviced or shuttled to another location of choice, purchasing of vehicles or inquiries about our business, Orillia Kia will notify customers promptly. 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 each exit door, posted onto our website and, when possible, have a phone message recorded if someone may call in.

Training

Orillia Kia will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.
individuals in the following positions will be trained:

  • Customer service representatives
  • Sales manager and their sales associates
  • Parts & service department
  • Mechanics & technicians
  • Accounting department

This training will be provided to staff within the first week on the job – once given orientation of the workplace and health and safety policies.

Training will include:

  • An overview of the accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Orillia Kia’s plan related to the customer service standard.
  • 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 the service animal or a support person.
  • What to do if a person with a disability is having difficulty in accessing Orillia Kia’s good and services

Staff will also be trained when changes are made to your accessible customer service plan.

Feedback process

Customers who wish to provide feedback on the way Orillia Kia provides goods and services to people with disabilities can provide feedback by e-mail, telephone, verbally, email and/or written letter mailed to us.

All feedback, including complaints, will be handled by manager of the department or the owner of the business by directly speaking with the person, having them come in (If wanting to come into the dealership) and discuss issue or topic of concern.

Customers can expect to hear back in 24 hours or 1 business day.

Notice of availability

Orillia Kia will notify the public that our policies are available upon request by posting the information in the showroom (customer waiting area). A notice will be posted on the health and safety notice board (copies will be available there). If requested by e-mail – Safety rep will be able to send documents to person.

Modifications to this or other policies

Any policy of Orillia Kia that does not respect and promote the dignity and independence of people with disabilities will be modified to become compliant.