Accessibility Policy and Plan

Our Commitment

At Sheehan’s Truck Centre Inc., we are committed to ensuring equal access and participation for people with disabilities. We believe in integration and are dedicated to treating people with disabilities in a way that allows them to maintain their dignity and independence.

We will meet the needs of people with disabilities in a timely manner by removing and preventing barriers to accessibility, fulfilling our requirements under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), and upholding Ontario's accessibility laws.

Furthermore, we maintain our ongoing obligations under the Ontario Human Rights Code regarding non-discrimination, understanding that AODA standards do not substitute or limit these legal responsibilities. We strive for excellence in serving and providing goods, services, or facilities to all customers, including those with disabilities.

1. Customer Service Policy

Communication & Assistive Devices

• Accessible Communication: We communicate with people with disabilities in ways that take their disability into account. We work directly with individuals to determine the method of communication that works best for them. Available channels include Teams, Zoom, email, in person, written, verbal, and phone.
• Personal Assistive Devices: Visitors may use their personal assistive devices when accessing our goods, services, or facilities. If an assistive device presents a significant, unavoidable health or safety risk, or is otherwise prohibited, we will work to find alternative measures to ensure accessibility. Our staff is trained to be familiar with various assistive devices.

Service Animals and Support Persons

• Service Animals: We welcome people with disabilities and their service animals in all areas of our premises open to the public and third parties. If a service animal is not easily identifiable (e.g., via a vest or harness) , staff may request documentation from a regulated health professional. In the rare event that a service animal is prohibited by another law, we will explain the exclusion and find an alternative way to provide our services.
• Support Persons: A person with a disability accompanied by a support person is welcome to have that person accompany them on our premises. No fee or fare will be charged for support persons. If a support person is required by the organization for health or safety reasons, we will consult with the individual, evaluate available evidence, and waive any applicable admission fees.

Notices of Service Disruptions

In the event of a planned or unexpected disruption to services or facilities used by customers with disabilities, we will issue a prompt notification. This clearly posted notice will include:

• The reason for the disruption
• The anticipated duration
• A description of alternative facilities or services, if available

2. Training

We are committed to training all employees and volunteers on accessible customer service, Ontario's accessibility standards, and aspects of the Ontario Human Rights Code relating to persons with disabilities.

Training is customized to specific workplace roles and is provided to all staff, policy creators, and third-party service providers. It includes:

• The purpose of the AODA and Customer Service Standards requirements.
• Our organizational policies regarding customer service standards.
• Best practices for interacting and communicating with people with various types of disabilities.
• How to interact with individuals who use assistive devices, service animals, or support persons.
• What to do if a person is experiencing difficulty accessing our goods, services, or facilities.

Note: Training is provided to every person as soon as practicable after hiring, as well as when updates are made to our policies. We maintain strict logs of all training sessions, including dates and the number of participants.

3. Feedback Process

Sheehan’s Truck Centre Inc. welcomes feedback on how we provide accessible customer service. Feedback helps us identify barriers and respond to user concerns effectively.

• How to submit feedback: You may submit feedback via Teams, Zoom, phone, email, in person, or mail.
• Review Process: All feedback and complaints are directed to the General Manager.
• Response Time: Customers can expect a response within 14 days.
• Accessibility Supports: We ensure our feedback process is fully accessible by providing or arranging for accessible formats and communication supports upon request.

4. Information and Communications

• Accessible Formats: Upon request, we provide information about our organization, services, and public safety documentation in accessible formats or with communication supports. This is done in a timely manner and at no additional cost beyond the regular price charged to others. We will consult with you to determine the most suitable format.
• Unconvertible Content: If we determine that certain information cannot be converted, we will provide the requester with an explanation and a summary of that information.
• Website Accessibility: We are dedicated to meeting internationally recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.

5. Employment & Workplace Standards

We support our employees and job applicants throughout their career cycle by providing necessary accommodations:

• Recruitment: We notify applicants and the public that accommodations are available during the recruitment and hiring process. Selected applicants are consulted so that suitable adjustments can be made. Successful candidates are notified of our accommodation policies upon receiving an offer of employment.
• Employee Supports: Staff are notified of available disability supports as soon as practicable after starting employment. We provide regular updates whenever accommodation policies change.
• Individualized Plans: We maintain written processes for creating individualized accommodation plans and return-to-work programs for employees returning from disability-related absences.
• Emergency Information: Where needed, we provide customized, confidential workplace emergency response information to help employees with disabilities during an emergency. This information is reviewed whenever the employee moves locations, when accommodation plans are updated, or during general company policy reviews.

6. Design of Public Spaces & Self-Service Kiosks

• Public Spaces: We comply with accessibility laws when building or making major modifications to public spaces. Our accessible public spaces currently include accessible off-street parking as well as service-related elements (such as service counters, fixed queueing lines, and waiting areas). We have procedures in place to prevent service disruptions to these areas.
• Kiosks: We consider accessibility features for people with disabilities when designing, procuring, or acquiring self-service kiosks.

Document Availability

Any company policy that does not respect and promote the principles of dignity, independence, integration, and equal opportunity for people with disabilities will be modified or removed.

This document is publicly available on our website. Accessible formats and communication supports are available free of charge upon request.

To request an alternate format or to provide feedback, please contact our General Manager.