Accessibility Policy


All goods and services provided by Johnston Motor Sales shall follow the principles of dignity, independence, integration, and equal opportunity. Johnston Motor Sales will remain compliant with Accessibility for Ontarians with Disabilities Act (AODA) requirements.

Accessibility is about providing people of all abilities with the opportunity to live full, inclusive lives.

Accessibility is about challenging our attitudes and beliefs about disabilities and recognizing the value and contributions that people with disabilities can make to our workplaces, communities and economy.

For the purpose of this policy the following definitions will apply:

  • Assistive Device – A technical aid, communication device, or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them, such as a wheelchair, walker, or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering or reading.
  • Disability – The term disability refers to:
    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; (“handicap”)
  • Guide Dog - A highly trained working dog that has been trained to provide mobility, safety, and increased independence for people who are blind.
  • Service Animal – 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 their 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.
  • Service Dog – A dog other than a guide dog for the blind is a service dog if:
    • 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.

Support Person – A support person means, in relation to a person with a disability, another person who accompanies them in order to help with communication, mobility, personal care, medical needs, or access to goods and services.

Practices and Measures:

This policy addresses the following:

  • 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, and
  • Notice of availability and format of required documents.Provision of Goods and Services to Persons with Disabilities Johnston Motor Sales will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration, and equal opportunityAs a dealership, Johnston Motor Sales expects all staff to participate in:
  • Ensuring that all customers receive the same value and quality;
  • Allowing customers with disabilities to do things in their own ways and at their own pace when accessing goods and services, if this does not present a safety risk;
  • Using alternative methods when possible to ensure that customers with disabilities have accessto the same services in the same place and in a similar manner;
  • Considering individual needs when providing goods and services; and
  • Communicating in a manner that considers the customer’s disability.Johnston Motor Sales shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities.Customers can submit feedback to the Dealer Principal via . Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.Johnston Motor Sales shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer’s disability. Notification will be given by posting the information in a conspicuous place owned and operated by Johnston Motor Sales, the dealership’s website, or any other reasonable method.

    Notification will include information about the feedback process.

Assistive Devices, Support Persons and Service Animals

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Johnston Motor Sales. In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services.

Policies prohibiting pets on the premises do not apply to guide dogs, service animals, or service dogs. A customer with a disability who is accompanied by guide dog, service animal, or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law.

If a customer with a disability is accompanied by a support person, Johnston Motor Sales will ensure that both persons are allowed to enter the premises together and the customer is not prevented from having access to the support person.

In situations where confidential information might be discussed, consent will be obtained from the customer prior to discussing confidential information in the presence of a support person. Where it is applicable, legal documentation indicating the role of the support person will be deemed as written consent.

Recognizing a Guide Dog, Service Dog, or Service Animal -

If is not readily apparent that the animal is being used by the customer for reasons relating to their disability, Johnston Motor Sales may request verification from the customer. Verification may include a:

  • Letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
  • Valid identification card signed by the Attorney General of Canada; or
  • Certificate of training from a recognized guide dog or service animal training school.Some service animals are present to provide confidence and mental health support to their owner. Please ensure that if you are requesting verification of a service animal that you do so in a calm, non- accusatory manner and that the request for verification is necessary.Care and Control of the Animal –The customer who is accompanied by a guide dog, service dog, or service animal is responsible for maintaining care and control of the animal at all times.

    Allergies –

    If a health and safety concern presents itself (for example, in the form of a severe allergy to the animal) Johnston Motor Sales will make all reasonable efforts to meet the needs of all individuals.

Disruption of Service to Customers with Disabilities

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Johnston Motor Sales. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use Johnston Motor Sales goods or services, reasonable efforts will be made to provide advance notice. In some circumstances, such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

If a notification needs to be posted, the following information will be included unless it is not readily available or known:

    • Goods or services that are disrupted or unavailable;
    • Reason for the disruption;
    • Anticipated duration; and
    • A description of alternative services or options

When disruptions occur, Johnston Motor Sales will provide notice by any or all of the following means:

  • 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 Johnston Motor Sales Sales 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.

Accessibility Training

In order to ensure that all customers receive a high level of service, Johnston Motor Sales commits to providing training on accessibility for customers with disabilities. This policy outlines the dealership training mandate and provisions.

Training will be provided to:

  • All employees who deal with the public or other third parties that act on behalf of Johnston Motor Sales; and
  • Those who are involved in the development and approval of customer service policies, practices, and procedures.Regardless of the format, training will cover the following:
  • Instructions on how to interact and communicate with people with various types of disabilities;
  • Instructions on how to interact with people with disabilities who:

o Use assistive devices;
o Require the assistance of a guide dog, service dog, or other service animal; or o Require the use of a support person (including the handling of admission fees);

  • Instruction on how to use equipment or devices that are available at our premises or that we provide which may help people with disabilities;
  • Instructions on what to do if a person with a disability is having difficulty accessing our services; and

Johnston Motor Sales policies, procedures, and practices pertaining to providing accessible customer service to customers with disabilities.

Johnston Motor Sales will provide training as soon as practicable after hiring or implementation of a program or process. Training will be provided during orientation to new employees who deal with the public or act on our behalf. Revised training will be provided in the event of changes to legislation, procedures, or practices.