Accessiblility Act

• How to interact and communicate with various types of

• How to interact with people who use assistive devices, such as the assistance of guide dogs, service animals or require the use of a support

• Developed policies, procedures and practices surrounding the

• As a point if note, Audi Uptown has implemented most, if not all of this well before the introduction of the “Act”, starting with the initial design of our building for accessibility and parking designations, doors, washrooms, curbing, drive through service and general interior and exterior designs.

Accessible Customer Service Policy

• 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;

• a condition of mental impairment or a developmental disability;

• a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;

• a mental disorder; or

• an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

• 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.

• it is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability;

• or the person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.

• The Provision of Goods and Services to Persons with Disabilities;

• The Use of Assistive Devices

• The Use of Guide Dogs, Service Animals and Service Dogs

• The Use of Support Persons

• Notice of Service Disruptions

• Customer Feedback

• Training

• Notice of Availability and Format of Required Documents

• The Provision of Goods and Services to Persons with Disabilities

• ensuring that all customers receive the same value and quality;

• allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;

• using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;

• taking into account individual needs when providing goods and services; and

• communicating in a manner that takes into account the customer's disability.

• Assistive Devices

• Guide Dogs, Service Animals and Service Dogs

• a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;

• a valid identification card signed by the Attorney General of Canada; or,

• a certificate of training from a recognized guide dog or service animal training school.

• goods or services that are disrupted or unavailable

• reason for the disruption

• anticipated duration

• a description of alternative services or options

• posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the Dealer website;

• contacting customers with appointments;

• verbally notifying customers when they are making a reservation or appointment; or

• by any other method that may be reasonable under the circumstances.

• Feedback Process