Accessible Customer Service Plan

Accessible Customer Service Plan
Subaru of London is committed to excellence in serving all customers inclusively.

Assistive Devices
We ensure that our staff is trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our goods or services.

Communication
We communicate with people in ways that take their disability into account.

Service Animals
We highly welcome people with disabilities and their service animals. Service animals are allowed in all areas of the premises that clients are.

Support Persons
A person with a disability who is accompanied by a support person will be allowed to have the person accompany them on our premises. Fees will not be charged for support persons.

Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Subaru of London will notify 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.

Training for Staff
Subaru of London provides training to employees, volunteers and others who deal with the public or other third parties on their behalf. Training will be provided within 90 days of hire.

Training will include:

An overview of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the requirements of the customer service standard
Subaru of London's plan related to the customer service standard
How to interact and communicate with those who have various types of disabilities
How to interact with those with disabilities who use an assistive device or require the assistance of a service animal or a support person
What to do if a person with a disability is having difficulty in accessing Subaru of London's goods and services
Staff will also be trained when changes are made to our Accessible Customer Service Plan.

Feedback Process
We welcome your feedback on the way we provide goods and services to people with disabilities. Customers who wish to provide feedback can communicate verbally in person or by telephone or in writing by mail or e-mail to our General Manager, Andy Mazak. Customers can expect a response within 7 business days. Complaints will be addressed according to our organization's regular complaint management procedures.

Modifications to This or Other Policies
Any policy of Subaru of London that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Availability of Documentation
In addition to the availability of this plan on our websites, our Accessible Customer Service Plan can be requested in other formats by contacting our General Manager. The length of time required to provide alternate formats will vary depending on the format requested. Every effort will be made to process requests in a timely manner.