Our Customer Service Policy
Altruck International Truck Centres is committed to diversity, inclusion and accessibility in everything we do. These core values are fundamental to the way we do business and come through in the experiences we design for our employees and customers. With this in mind, we are continuously taking steps to improve the overall accessibility of the Altruck International Truck Centres experience.
In compliance with the Accessibility for Ontarians with Disabilities Act (AODA), Altruck International Truck Centres wishes to make available our customer service policy:
It is the policy of Altruck International Truck Centres Company that all of our locations are committed to providing accessibility and equitable customer service to each and every one of our diverse and valued customers. We strive to design and operate our locations so that they are accessible to all persons with disabilities, and we are committed to providing services in a manner that respects the dignity and independence of persons with disabilities.
We will communicate with people with disabilities in ways that take into account their disability (in person, by phone, in writing and online).
We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
USE OF SERVICE ANIMALS, SUPPORT PERSONS AND ASSISTIVE DEVICES
Persons with disabilities may enter any Altruck International Truck Centres premises accompanied by a service animal and keep the animal with them, if the public has access to such premises, and the animal is not otherwise excluded by law. While visiting Altruck International Truck Centres, it is the responsibility of the person with a service animal to control the animal at all times.
In the event an Altruck International Truck Centres partner or customer is allergic to animals, alternative arrangements will be negotiated.
Persons with disabilities may enter Altruck International Truck Centres premises accompanied by a support person and may have access to that support person at all times.
Altruck International Truck Centres may require a person with a disability to be accompanied by a support person while on Altruck International Truck Centres premises in situations where it is necessary to protect the health and safety of the person with a disability, or the health and safety of others on the premises.
Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person.
Persons with disabilities may use assistive devices to gain access to goods.
NOTICE OF TEMPORARY DISRUPTION
Altruck International Truck Centres will make reasonable effort to provide customers with notice in the event of a disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, and its anticipated duration, and a description of alternative facilities or services, if available. We may not be able to give advance notice in case of an emergency disruption.
In order to make information accessible, the signs and printed notices should be clearly laid out. The signs and printed notices will be displayed prominently at the entrance to the Altruck International Truck Centres location and/or at the order area within the store.
TRAINING FOR PARTNERS AND EMPLOYEES
Altruck International Truck Centres will ensure that all persons to whom this policy applies receive training as required by the Accessibility Standards for Customer Service. Training will include a review of the purposes of the AODA and the requirements of the Customer Service Standard, and include instruction in the following:
- How to interact and communicate with persons with various types of disability
- How to interact with persons with disabilities who use an assistive device or require the assistance of a guide dog, service animal or support person.
- How to use equipment and/or assistive devices available on that may help with the provision of goods or services to people with disabilities.
- What to do if a person with a disability is having difficulty accessing goods and services.
The company will also provide training on the requirements of the IASR and the Human Rights Code.
Documentation will be kept of the training provided under this section, including the dates on which the training is provided and the number of individuals to whom it is provided.
Altruck International Truck Centres welcomes feedback, including feedback about the delivery of our services to persons with disabilities. Altruck International Truck Centres will investigate and respond to all complaints relating to such services in a timely, thorough and objective manner. Feedback can be made verbally in person, by telephone, by email at firstname.lastname@example.org by requesting and completing a AODA FEEDBACK & ALTERNATIVE FORMAT REQUEST FORM or in any other format necessary that meets the needs of the person with a disability.
- This form will be available on the organization’s corporate website and at the reception area
- This form will be available upon request and can be emailed, faxed, mailed and submitted online and in person
- Employees must ensure these requests are dealt with in a timely manner and that the response fits the need of the person making the request.
- Employees must record and retain all requests received on the Customer Feedback and Alternative Format Request Form and note when they were made, how they were made, who received the request, what was requested, when and how it was dealt with, by whom and when, and if the request was dealt with to the satisfaction of the customer. All feedback must be directed to Department Manager and Human Resources.
This policy exists to achieve service excellence to individuals with disabilities. If anyone has a question about the policy, or wishes to read the full version of the Altruck Accessibility policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to, the Human Resources department of Altruck International Truck Centres.
Telephone number: 519-780-6675 or 519-821-0070
Fax number: 519-836-0975
MODIFICATIONS TO THIS OR OTHER POLICIES
Altruck International Truck Centres is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Altruck International Truck Centres retains the right to amend or change this policy at any time; however, any such change will only be made after considering the impact on people with disabilities.
For more information:
Please visit the Government of Ontario website.
As defined by the AODA and/or the Human Rights Code:
Disability: (a) 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, (b) a condition of mental impairment or a developmental disability, (c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language, (d) a mental disorder, or (e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997;
As defined in the Customer Service Standard:
Service Animal: (a) A “guide dog” as defined in Section 1 of the Blind Persons Rights’ Act; or (b) An animal is a service animal for a person with a disability if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; 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
Support Person: (a) 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.
As defined in the IASR:
Accessible Formats: Include large print, recorded audio and electronic formats, braille and other formats.
Communication Supports: Captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate communications.
Communications: The interaction between two or more persons or entities, or any combination of them, where information is provided, sent or received.
Conversion ready: An electronic or digital format that facilitates conversion into an accessible format.
Assistive Devices: Devices and technologies that increase mobility, hearing, vision and communication capacities of persons with disabilities.
Please Click here to download the full Accessibility for Ontarians with Disabilities Multi-year Accessibility Plan.
If you would like an audio version of our Customer Service Policy, please press play on the file below.