Novus Automotive Statement of Commitment
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Novus Automotive is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.

Novus Automotive is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

Novus Automotive understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.

Novus Automotive is committed to excellence in serving and providing goods, services or facilities to all customers including people with disabilities.

Our accessible customer service policies are consistent with the principles of independence, dignity, integration, and equality of opportunity for people with disabilities.

Training
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We are committed to training all staff and volunteers in accessible customer service, other Ontario’s accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities.
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In addition, we will train:
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1.    all persons who participate in developing the organization’s policies; and
2. all other persons who provide goods, services, or facilities on behalf of the organization

Training includes:
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• purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standards
• our policies related to the Customer Service Standards
• 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
• how to use the equipment or devices available on-site or otherwise that may help with providing goods, services, or facilities to people with disabilities what to do if a person with a disability is having difficulty in accessing our organization’s goods, services or facilities.

We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies.

We maintain records of the training provided including the dates on which the training was provided and the number of individuals to whom it was provided.
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Assisted Devices
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We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.
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Communication
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We will communicate with people with disabilities in ways that take into account their disability.

Service Animals
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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 Persons
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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. Support persons may be required to sign a Confidentiality document when in the presence of personal information sharing within the Dealership.
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Notice of Disruption
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In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Novus Automotive will notify the 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 in the showroom of the applicable dealership and will be posted on the website of the applicable dealership.

Employment

We will notify employees, potential hires and the public that accommodation can be made during recruitment and hiring. We will notify staff that support is available for those with disabilities. We will put in place a process to develop individual accommodation plans for employees.

Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. Our performance management, career development and redeployment processes will take into account the accessibility needs of all employees.

Feedback process
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Customers who wish to provide feedback on the way the Novus Automotive provides services to people with disabilities can verbally discuss their concerns, send an e-mail, or call the General Manager. Customers can expect to hear back within 7 business days. Complaints will be addressed according to our organization’s regular complaint management procedures.

Modification to this or other policies of Novus Automotive that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Availability of Documentation
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This policy statement describes Novus Automotive policy and practices regarding the provision of services to people with disabilities.

In addition to a web version, the customer service plan can also be obtained by contacting Human Resources at Novus Automotive at 905-725-5685. This documentation will be made available upon request to customers with disabilities in a format that takes into account their disability. The length of time it will take to provide information in alternative formats will depend on the format requested. Every effort will be made, however, to process requests in a timely fashion.