Pfaff Automotive Partners Customer Service Policy Statement
Pfaff strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. Pfaff is committed to ensuring that customers with disabilities receive accessible goods and services with the same quality and timeliness as others do.
2.0 Providing Goods and Services to People with Disabilities
Pfaff is committed to excellence in serving all customers including people with disabilities as we will carry out our functions and responsibilities in the following areas:
We will communicate with people with disabilities in ways that take into account their disability.
We will train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
2.2 Telephone Services
We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
We will offer to communicate with customers by mail, by e-mail, or in person if telephone communication is not suitable to their communication needs or is not available.
2.3 Assistive Devices
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
2.4 Invoices and Payment Statements
We are committed to providing accessible invoices and payment statements to all of our customers in a format that meet their needs. For this reason, these statements will be provided in the following formats upon request:
- Hard copy
- By Phone
- Large Print
- Audio Format
- We will answer any questions customers may have about the content of the invoice or payment statement in writing, in person, by telephone, by fax or email.
3.0 Use of Service Animals and Support Persons
We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff dealing with the public is properly trained in how to interact with people with disabilities who are accompanied by a service animal.
Pfaff is committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Pfaff’s premises with his or her support person. However, the nature of our business requires Pfaff to deal with sensitive personal information. Pfaff will require the consent of our client to discuss their business dealings with a support person. Once this consent is received, no client with a disability who is accompanied by a support person will be prevented from having access to his or her support person while on our premises.
Fees will not be charged for support persons for admission to any of Pfaff’s premises or events. If require, Pfaff will provide sign language interpreters for Pfaff sponsored meetings or events.
4.0 Notice of Temporary Disruption
Pfaff will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
The notice will be placed at all public entrances and service counters on our premises.
5.0 Training of Staff
Pfaff will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures.
This training will be provided within the new employee orientation program curriculum and available with online training.
Training will include the following:
- The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- 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 perso
- What to do if a person with a disability is having difficulty in accessing Pfaff’s goods and services
- Pfaff’s policies, practices and procedures relating to the customer service standard.
Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
6.0 Feedback Process
The goal of Pfaff is to meet customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way Pfaff provides goods and services to people with disabilities can be made by:
- In person
- By mail
All feedback will be directed to the General Manager. Customers can expect a response within 5 business days from receipt of the feedback.
7.0 Modifications to This or Other Policies
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.
Any policy of Pfaff that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
8.0 Questions About This Policy
This policy exists to achieve quality of service to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood or to receive a copy of this policy, please contact the Human Resources department.