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Accessibility for Ontarians with Disabilities Policy

Statement of Commitment

CARFAX Canada ULC (CARFAX Canada) is committed to the full inclusion of persons with disabilities in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 including the requirements of the applicable regulations (collectively, the "AODA").

CARFAX Canada is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities, both visible and non-visible, in a timely manner, and will do so by identifying, preventing and removing barriers to accessibility and meeting accessibility requirements under the AODA and the accompanying standards.

1. Amendments to our Policies

CARFAX Canada will comply with all applicable federal, provincial, and municipal legislation with respect to accessibility and will implement the standards specified under the AODA in effect from time to time. Whenever new or revised standards are developed under the AODA, this policy will be reviewed and updated to the extent necessary to ensure consistency with the legislation.

2. Accessible Customer Service

CARFAX Canada is committed to excellence in serving all customers, including those customers with visible and non-visible disabilities. CARFAX Canada is committed to providing its goods and services in a way that respects the privacy, dignity, and independence of persons with disabilities and ensuring that customers with disabilities receive the same quality and service as others do. CARFAX Canada welcomes the use of assistive devices by people with disabilities. We also welcome their service animals and support persons.

2.1 Communication; Assistive Devices; Service Animals and Support Persons

Accessible Communication
CARFAX Canada recognizes that persons with disabilities may use or require communication supports when accessing CARFAX Canada’s goods, services and/or facilities. CARFAX Canada is committed to ensuring that its employees will communicate with persons with disabilities in a manner that takes into account their disability.

Accessible formats will be provided to persons with disabilities, when applicable, on request.

Assistive Devices
CARFAX Canada is committed to ensuring that persons with disabilities who use assistive devices receive equal access to its goods, services and/or facilities. CARFAX Canada will endeavour to ensure that its employees are trained and/or familiar with various assistive devices that may be used by customers with disabilities when accessing our goods and/or services.

Service Animals and Support Persons
CARFAX Canada welcomes persons with disabilities and their service animals, permitting service animals on parts of CARFAX Canada’s premises. CARFAX Canada will ensure that all employees dealing with the public are trained in how to interact with persons with disabilities who are accompanied by service animals.

CARFAX Canada is also committed to welcoming persons with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed on CARFAX Canada’s premises with their support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to their support person while on our premises.

2.2 Notice of Temporary Disruption

CARFAX Canada will give notice of temporary disruptions to service used by persons with disabilities, including any reason(s) for the disruption. These notices will be posted on CARFAX Canada’s website www.carfax.ca and by any other method that may be reasonable under the circumstances. CARFAX Canada will make reasonable efforts to provide prior notice of planned disruptions, if possible.

3. Information and Communications

In its commitment to meeting the communication needs of people with disabilities, CARFAX Canada will notify the public about the availability of accessible formats and communication supports via our website, signage and communication materials. When asked, CARFAX Canada will provide information and communications materials in accessible formats or with communication supports. The information will be provided to the person in a timely manner and free of cost. This includes publicly available information about our services and facilities, as well as publicly available emergency and safety information.

CARFAX Canada will consult with people with disabilities to determine their information and communication needs. In addition, CARFAX Canada will ensure existing feedback processes are accessible to people with disabilities upon request.

3.1 Notice of Availability of Documents

Upon request, CARFAX Canada will provide notice to clients of the availability of:

  • The accessibility policy and procedures.
  • The feedback and complaints policies and procedures.

Notice of availability is provided through appropriate printed methods.

3.2 Format of Documents

When providing a copy of a document to a person with a disability, CARFAX Canada will take into account the person’s ability to access the information and will provide the document or information contained in the document in a format that meets those needs as agreed upon with the person.

4. Employment

CARFAX Canada is committed to fair and accessible employment practices. CARFAX Canada notifies the public -- via job postings - and staff that we will accommodate disabilities during recruitment and assessment processes as well as when people are hired. When requested, accommodation will be made.

  • CARFAX Canada’s job postings will include a statement about the availability of accessibility accommodations upon request.
  • When arranging an interview, accommodations will be offered and made available upon request.
  • When presenting a job offer, CARFAX Canada will include a statement about the availability of accessibility accommodations upon request.

CARFAX Canada will create an individual accommodation plan and/or workplace emergency plan for any employees with disabilities.

CARFAX Canada’s performance management, career development, redeployment, and return-to-work processes will take into account the accessibility needs of employees with disabilities.

5. Design of Public Spaces

CARFAX Canada will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces.

6. Training

CARFAX Canada will provide training to its employees on Ontario’s accessibility laws and on accessibility aspects of the Ontario Human Rights Code that apply to persons with disabilities. Training will be provided in a way that best suits the duties of the employee.

In addition, every person who deals with members of the public or who participates in developing CARFAX Canada’s operational policies, practices, and procedures regarding the provision of service to the public will receive training regarding the provision of services to persons with disabilities.

The training will include the following information:

  1. The purposes of the Accessibility for Ontarians with Disabilities Act, requirements of the Customer Service Regulation.
  2. How to interact and communicate with persons with various types of disabilities.
  3. How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or support person.
  4. How to use equipment made available by CARFAX Canada to help people with disabilities to access programs and services.

Training will be provided to each person according to their needs and duties, and as soon as it is practicable after they are assigned the applicable duties.

Training will be provided on an ongoing basis in the case of changes to policies, practices, and procedures governing the provision of services to persons with disabilities.

A record of the dates on which training is provided and the individuals to whom it is provided will be kept in CARFAX Canada’s Learning Management System. Upon request, the training records can be made available.

7. Feedback Process

Policies, procedures, and practices concerning accessibility, including this Accessible Customer Service Policy and those required under the AODA (our "Policies"), shall be made available in hard copy, or can be found on CARFAX Canada’s website www.carfax.ca. Copies of our Policies will also be made available in an accessible format, and with communication support where necessary, upon request.

Feedback will be accepted in person, by telephone, in writing or by email. If a feedback method is not suitable, a customer may request another method for communication. Contact details can be found on CARFAX Canada’s website and in this policy. CARFAX Canada will respect the privacy of all individuals that submit feedback, and feedback will be reviewed for possible action that can be taken to improve CARFAX Canada’s services.

Please contact CARFAX Canada’s Human Resources Department at:

Email: hr@carfax.ca

Mail:
CARFAX Canada
Human Resources
301-100 Kellogg Lane London,
ON N5W 0B4

Accessible formats of this document are available free, upon request.

8. GLOSSARY

"accessible formats" include, without limitation, large print, recorded audio and electronic formats, braille and other formats usable by persons with disabilities.

"assistive devices" means a technical aide, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Assistive devices may include, without limitation, wheelchairs, walkers, a personal oxygen tank or any other device that might assist in hearing, seeing, communicating, moving, breathing and/or reading.

"barrier" means anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an architectural barrier, an information or communications barrier, an attitudinal barrier, a technological barrier, a policy or a practice.

"communication supports" include, without limitation, captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications.

"disability" means:

  1. 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,
  2. a condition of mental impairment or a developmental disability,
  3. a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
  4. a mental disorder, or
  5. an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997;

"service animals" for the purpose of this policy means:

  1. A guide dog as defined in Section 1 of the Blind Persons Rights Act R.S.O 1990, Chapter B.7;
  2. A service animal for a person with a disability. For the purpose of this policy, an animal is a service animal:
    1. if it is readily apparent that the animal is used by the person for the reasons relating to his or her disability;
    2. or if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

For certainty, a service animal does not include a therapy animal (i.e., an animal trained to provide affection and comfort, but is not trained to perform specific tasks to help a person who has a disability).

"support person" means another person who accompanies a person with a disability in order to aid him or her with communication, mobility, personal care or medical needs or with access to goods and/or services.

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