Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

Harman Heavy Vehicle Specialists is committed to excellence in serving all customers including people with disabilities.

Assistive Devices

All assistive devices required by a person with a disability will be allowed in the workplace while accessing our goods or 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 Persons

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

Notice of Temporary Disruption

In the event of a planned or unplanned disruption to services or facilities for customers with disabilities  Harman Heavy Vehicle Specialists Ltd.  will notify customers promptly. A 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.

Employee Training

Individuals in the following positions will be trained: branch managers, customer service representatives and shippers.
This training will be provided to new staff after completion of the 3 month probationary period.
Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• Harman Heavy Vehicle Specialists Ltd. ‘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 a service animal or support person
• What to do if a person with a disability is having difficulty in accessing our goods and services
• Retraining will be provided if changes are made to the plan

Feedback Process

Customers who wish to provide feedback on the way Harman Heavy Vehicle Specialists Ltd. provides goods and services to people with disabilities can e-mail accessibility@harmanhvs.com or ask to speak to the branch manager.
All feedback will be directed to the President of the company. Customers can expect to hear back within 7 days.
Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to this or other policies

Any policy of Harman Heavy Vehicle Specialists Ltd. that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.