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Accessibility for Ontarions' with Disabilities Act (2005)

Go Glass & Accessories (a Division of Hudson’s) AODA Policy:
Accessibility for Ontario’s with Disabilities Act (2005)

Hudson’s is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.
Hudson’s understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.
Hudson’s is committed to complying with both the Ontario Human Rights Code and the AODA.
Hudson’s is committed to excellence in serving all customers including people with disabilities.
Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.
Providing goods and service to people with disabilities: 
Hudson’s is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:

•    Communication 
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.

•    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 plain language and to speak clearly and slowly.  We will offer to communicate with customers by email or hand written information if telephone communication is not suitable to their communication needs or is not available.

•    Assistive devices 
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services.

•    Billing 
We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request:  Hard copy or email of the invoice.  We will answer any questions customers may have about the content of the invoice in person, by telephone or email.

•    Service Animals
We welcome people with disabilities and their service animals.  Service animals are allowed on 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.

•    Accessible Information and Availability of Documents
We will make written information and other forms of communication accessible, upon request.   We will work with any people with Disability’s to determine how to meet their needs.   We will provide that information in a timely manner and at no cost for the more accessible format. 

•    Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Hudson’s will notify customers promptly.  This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services if available.  The notice will be placed at all of the entrances into the buildings and on service counters throughout building.

Training for staff
All Hudson’s employees will complete accessible customer service training through DealerPilot and will be completed within 1 week after an employee is hired.  

Training will include the following:
•    The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the Code.
•    Definitions of Disabilities and how to interact and communicate with people with various types of disabilities.
•    Duty to accommodate individual needs for employees and customers.
•    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 Hudson’s goods and services.
•    Hudson’s policies, practices and procedures relating to the customer service standard.

Feedback process
The ultimate goal of Hudson’s is to meet and surpass 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 Hudson’s provides goods and services to people with disabilities can be made by telephone (verbally), written feedback, customer questionnaire surveys or by e-mail.    All feedback will be directed to Sean Hudson, Dealer Principal and or direct department Managers. Customers can expect to hear back within 2 days.  Hudson’s will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

Modifications to this or other policies
Any policies of Hudson’s that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

Questions about this policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to Katie Imrie, Human Resources Manager of Hudson’s.

Dealer Principal

Sean Hudson

Sean Hudson
Original Jan 2012, Updated March 2021


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