THE ROCK Harley Davidson
2240 Long Lake Road, Sudbury ON, P3E 5H4

855.682.4464
The Rock Harley-Davidson® Accessibility Standards for Customer Service Policy and Procedures

The Rock Harley-Davidson® Accessibility Standards for Customer Service Policy and Procedures

Policy Statement

The mission statement of The Rock Harley-Davidson® is "Our passion is the Harley-Davidson® lifestyle come and Experience the Difference" In fulfilling our mission, The Rock Harley-Davidson® strives at all times to provide its goods and services consistently with the principles of independence, dignity, integration and equality of opportunity. The Rock Harley-Davidson® is committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers whenever possible.

Purpose

The purpose of this policy is to recognize The Rock Harley-Davidson®'s obligation to facilitate the implementation of the Accessibility for Ontarians with Disabilities Act, 2005 and Ontario Regulation 429/07 (Accessibility Standards for Customers Service). Under this Regulation, The Rock Harley-Davidson® must establish policies, procedures and practices governing the provision of our goods or services to person with disabilities. The Rock Harley-Davidson® will use reasonable efforts to ensure that our policies, procedures, and practices provide accessible customer services to people with various kinds of disabilities and that the core principles of independence, dignity, integration and equal opportunity, as defined herein, are respected.

In support of this policy, corresponding guidelines may be set out and may be awarded from time to time. This policy addresses the following:

  • The provision of goods and services to persons with disabilities;
  • Communication with persons with disabilities;
  • The use of assistive devices by persons with disabilities;
  • The use of service animals by persons with disabilities;
  • The use of support persons by person with disabilities;
  • Notice of temporary disruptions in services and facilities;
  • Training;
  • Customer feedback regarding the provision of goods and services to persons with disabilities; and
  • Notice of availability and format of documents

Definitions

(as set out in the Guide to the Accessibility Standards for Customer Service, Ontario Regulation 429/07)

Support Persons - means in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services. A support person may be may be a paid support worker, a volunteer, a friend or family member; the support person does not need to have special training or qualifications.

Guide Dogs or Service Animals - a “guide dog” as defined in section 1 of the Blind Person's Right Act. For the purpose of this policy, an animal is a service animal of a person with a disability:

a) If it is really apparent that the animal; is used by the person for reasons relating to his or her disability; or

b) If the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Assistive Devices - shall mean an auxiliary aid such as communication aids, cognition aids, personal mobility aids and medical aids (i.e. canes, wheelchairs, or hearing aids etc.) To access and benefit from the goods and services offered by The Rock Harley-Davidson®.

A barrier - means anything that prevents a person with a disability from fully participating in all aspects of society because of a disability. Barriers may include a physical, architectural and attitudinal barrier as well as, an information or communication barrier, technological barriers, a policy, procedure or a practice.

A disability - means any degree of physical disability including, but not limited to, diabetes, epilepsy, brain injury, paralysis, amputation. lack of coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device; mental impairment or developmental disability; learning disability or dysfunction in understanding or using symbols or spoken language; mental disorder; or injury for which benefits were claimed or received under the Workplace Safety and Insurance Act, 1997.

Policies - what The Rock Harley-Davidson® intends to do, including any rules for staff.

Procedures - how The Rock Harley-Davidson® will go about it or the steps staff is expected to take.

Practices - how The Rock Harley-Davidson® actually does on a day to day basis, including how your staff actually offer or deliver your services.

Principle of Dignity - Policies, procedures and practices that respect the dignity of a person with a disability are those that treat them as customers and clients who are as valued and as deserving of effective and full service as any other customer. They do not treat people with disabilities as an afterthought or force them to accept lesser service, quality or convenience.

Principle of Independence - In some instances, independence means freedom from control or influence of others - freedom to make your own choices. In other situation, it may mean the freedom to do things in your own way.

Principles of Integration - Integrated services are those that allow people with disabilities to fully benefit from the same services, in the same place and in the same or similar way as other customers.

Principle of Equal Opportunity - Equal opportunity means having the same chances, options, benefits and results as others. In the case of services it means that people with disabilities have the same opportunity to benefit from the way you provide goods or services as others. They should not have to make significantly more effort to access or obtain service. They should not have to accept lesser quality or more inconvenience.

Provisions of Goods and Services to Persons with Disabilities - The Rock Harley-Davidson® shall use reasonable efforts to ensure that its policies, procedures and practices are consistent with the following principles:

a) The goods or services are provided in a manner that respects the dignity and independence of persons with disabilities;

b) The provision of goods or services to persons with disabilities and others are integrated with those provided to patrons who do not have disabilities unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods or services and;

c) Persons with a disability are given an opportunity equal to that given to persons without disabilities to obtain, use and benefit from the goods or services.

Communication with Persons with Disabilities - When communicating with a person with a disability, The Rock Harley-Davidson® will do so in a manner that takes into account the person's disability.

Support Persons

A person with a disability may enter premises owned and operated, by The Rock Harley-Davidson® with a support person and have access to the support person while on the premises.

The Rock Harley-Davidson® may require a person with a disability to be accompanied by a support person while on The Rock Harley-Davidson® premises in situations where it is necessary to protect the health or safety of the person with a disability or the health and safety of others on the premises.

A support person, when assisting a person with a disability to obtain, use or benefit from The Rock Harley-Davidson®'s goods and services, will be permitted to attend at no charge where an admission fee is applicable.

Where fees for goods and services are advertised or prompted by The Rock Harley-Davidson®, it will provide advance notice of the amount payable, if any, in respect of the support person.

Service Animals

The Rock Harley-Davidson® allows a person with a disability to be accompanied by a guided dog or other service animal onto all Rock Harley-Davidson® owned and operated public facilities and will ensure that the person is permitted to keep the animal with him or her unless the animal is otherwise excluded by law.

If the guide dog or service animal is excluded by law from the premises, the Rock Harley-Davidson® will look to other available measures to enable the person with a disability to obtain, use or benefit from the Rock Harley-Davidson®'s goods and services.

If it is not readily apparent that the animal is a service animal, the Rock Harley-Davidson® may ask the person with a disability for a letter from a physician or nurse confirming that the person requires the animal for reasons relating to his or her disability. The Rock Harley-Davidson® may also, or instead, ask for a valid identification card signed by the Attorney General of Canada or a certificate of training form a recognized guide dog or service animal training school.

It should be noted that it is the responsibility of the person with a disability to ensure that his or her service animal is kept in control at all times.

Notice of Temporary Disruption

The Rock Harley-Davidson® will make reasonable effort to provide notice of the disruption to the public of temporary disruptions in access to goods and services by persons with disabilities. The notice will include the following information:

  • The reason for the disruption
  • The anticipated duration of the disruption
  • A description of alternate facilities or services, if available
  • Contact Information

The Rock Harley-Davidson® will make reasonable effort to provide prior notice of planned disruptions if possible, recognizing that, in instances of unplanned temporary disruptions, advance notice will not be possible. In such cases, the Rock Harley-Davidson® will provide notice as soon as possible.

When temporary disruptions occur, the Rock Harley-Davidson® will provide notice (using the standard Notice form) by posting the information in visible places and, or on the Rock Harley-Davidson®'s website (www.therockharleydavidson.com) or by any other method that may be reasonable under the circumstances, as soon as reasonably possible.

Training

The Rock Harley-Davidson® will ensure that all persons to whom this policy applies receive training as required by the Accessibility Standards for Customer Service. The amount and format of training given will be tailored to suit each person's interactions with the public and his or her involvement in the development of policies, procedures and practices pertaining to the provision of goods and services.

The training will include but it is not limited to the following:

a) A review of the purposes of the AODA;

b) The requirements of the Accessibility Standards for Customer Service (Ontario Regulation 429/07);

c) Instruction on the Rock Harley-Davidson®'s policies, procedures and practices pertaining to the provision of goods and services to persons with disabilities;

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

e) What to do if a person with a particular type of disability is having difficulty accessing the Rock Harley-Davidson®'s goods or services;

f) How to interact with persons with disabilities who use assistive devices or who require the assistance of a support person or service animal.

Timeline for Training

Training will be provided to all persons to whom this policy applies. Thereafter, training will be provided within six months of an individual being assigned duties to which this policy applies as well as on an on-going basis as changes occur to the Rock Harley-Davidson®'s policies, procedures and practices governing the provision of goods and services to persons with disabilities.

Records of Training

The ROCK Harley-Davidson® will keep records of the training, including the date on which training is provided and the names of individuals to whom it is provided.

Feedback

The Rock Harley-Davidson® has established a process for receiving and responding to feedback on the manner in which the Rock Harley-Davidson® provides goods and services to persons with a disability.

Feedback from the public is welcomed as it may identify areas that require change and encourage continuous service improvements. The feedback process permits persons to provide feedback in person, by telephone, in writing or by email.

Information about the feedback process will be readily available to the public and notice of the process will be posted on the Rock Harley-Davidson®'s website (www.therockharleydavidson.com) and/or in other appropriate locations.

The Rock Harley-Davidson® will attempt to respond to feedback within 5 business days of its receipt.

Notice of Availability of Documents

The Rock Harley-Davidson® shall provide notice that upon request, we will provide a copy of the policies, practices and procedures required under Ontario Regulation 429/07- Accessibility Standards for Customer Service to any person.

Format of Documents

Should the Rock Harley-Davidson® be requested to provide a person with a disability a document or information, the Harley-Davidson® will take into consideration the communication needs of the person with a disability and endeavour to provide the information to the person in a format that takes into account the person's disability.

The Rock Harley-Davidson® and the person with the disability may agree upon the format to be used for any document or information, subject to the requirements of this policy.

Exclusions

Date Effective

This policy is effective December 2 2011.

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