Wheels Group (“the Company”) is committed to excellence in serving all customers including people with disabilities. Services will be provided in a manner that is based upon the principles of dignity, independence, integration and equal opportunity to all customers. The provision of services to persons with disabilities will be integrated wherever possible. Persons with disabilities will benefit from the same services and in a similar way as other customers.

Assistive Devices

The Company will accommodate the use of personal assistive devices needed to access services. It should be noted that it is the responsibility of the person with a disability to ensure that his or her assistive device is operated in a safe and controlled manner at all times.

Communication

The Company will communicate with people with disabilities in ways that take into account their disability.

Service Animals

The Company welcomes 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 that a planned or unexpected service disruption occurs that would limit a person with a disability from gaining access to the Company’s facilities or services, the Company will make the disruption known to customers in the following ways:

a) A notice of the service disruption will be posted in the area where the service disruption is located or
b) A notice will be posted on the Company website at www.wheelsgroup.com

Notices will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

Training for Employees

The Company will provide training to all employees who deal with customers or other third parties, and all those who are involved in the development and approvals of customer service policies, practices and procedures.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• The company’s accessible customer service plan
• 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
• What to do if a person with a disability is having difficulty in accessing the company’s goods and services

Employees will also be trained when changes are made to the Company’s accessible customer service plan.

Feedback Process

Feedback regarding the way the Company provides services to people with disabilities can be made in person, by telephone, through email, or by mail to:

Wheels Group
Attention: HR
5090 Orbitor Drive, Mississauga, L4W 5B5

Email: hr@wheelsgroup.com
Phone: 905 602 2700 and ask for HR

Feedback will be used to improve customer service. The author of the feedback will be provided with a response in the format in which the feedback was received. The feedback may outline actions deemed appropriate, if any.

Questions

This policy exists to achieve service excellence to customers with disabilities. Questions or items requiring clarification can be directed to the HR department.

Documentation

Should you wish to receive the complete Company policy, please contact HR as indicated above.