Quest Automotive Leasing Services Ltd.

Accessibility Policy

1. POLICY STATEMENT – OUR COMMITMENT

Quest Automotive Leasing Services Ltd.  (Quest) is committed to providing equal treatment and opportunity to people with disabilities with respect to accessing services, accommodation and employment in a way that respects their dignity and independence.   Quest  strives to meet the needs of people with disabilities in a timely manner and will do so by preventing and creating a barrier-free environment under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”).  The objective of this policy (the “Policy”) is to ensure we meet the requirements of the Standard and promote its underlying core principles, described below.

2. PURPOSE

The Integrated Accessibility Standards, Regulation 191/11 ("IASR") under the AODA establishes standards to address barriers that persons with disabilities face in the areas of information and communications, employment and the design of public spaces. The Accessibility Standards for Customer Service, Regulation 429/07 under the AODA establishes accessibility standards for providing goods and services to persons with disabilities. The requirements under these standards are not a replacement or substitution for the requirements of the Ontario Human Rights Code.

The purpose of these policies is to put in practice our responsibilities under the AODA and to ensure that Quest  complies with the Government of Ontario's accessibility standards and good business practice. 

3. APPLICATION

Quest is a designated large private organization under the AODA that strives to meet the accessibility needs of its employees, its customers and the public it serves. As such, the practices and procedures in these Accessibility Policies apply to all  Quest  employees, contractors, agents, volunteers and individuals that provides services or interact with people with disabilities on behalf of  Quest .

DEFINITIONS

1. Assistive Device - Any device used to assist a person in performing a particular task or tasks or to aid that person in activities of daily living.
2. Disability -

1.   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,

b)      a condition of mental impairment or a developmental disability,

c)      a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,

d)      a mental disorder, or

e)      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”)

3. Service Animal - An animal is a service animal for a person with a disability,

2. if it is readily apparent that the animal is used by the person for reasons relating to the individual’s disability; or

1. if the person provides documentation from a regulated health professional confirming that the person requires the animal for reasons relating to their disability.  
   4. Support Person - A person who accompanies a person with a disability to assist with communication, mobility, personal care or medical needs or with access to goods or services or facilities.
   5. “We”, “Our”, “Staff” and “the Company” means  Quest  and its employees, volunteers, agents and contractors.

5. CORE PRINCIPLES OF THE POLICY

We endeavor to ensure that the Policy and related practices and procedures are consistent with the following four (4) core principles:

1. Dignity - Persons with a disability must be treated as valued customers as deserving of service as any other customer.  
2. Equality of Opportunity - Persons with a disability should be given an opportunity equal to that given to others to obtain, use and benefit from our goods and services.  
3. Integration - Wherever possible, persons with a disability should benefit from our goods and services in the same place and in the same or similar manner as any other customer.  In circumstances where integration does not serve the needs of the person with a disability, goods and services will, to the extent possible, be provided in another way that considers the person’s individual needs.  
4. Independence – Goods and services must be provided in a way that respects the independence of persons with a disability.  To this end, we will always be willing to assist a person with a disability but will not do so without the express permission of the person.

2. PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES – CUSTOMER SERVICE STANDARDS

Quest is committed to excellence in serving all customers, including persons with disabilities, and will provide goods, services and facilities in a way that is accessible and respects the dignity and independence of persons with disabilities.

1. Communication

Quest strives to meet the communication needs of people with disabilities. Approaches for communication are set out in our accessibility training program.

Upon request, we shall consult with the person making the request and provide, if reasonably possible, in a timely manner, accessible formats and communication supports for information and communication that takes into consideration the person's disability.

We will answer any questions customers may have about the content of the contract or invoice in a manner that takes into consideration the disability.

2. Assistive Devices

Persons with a disability are permitted, where possible, to use their own Assistive Device when on our premises for the purposes of obtaining, using or benefiting from our goods and services.  

If there is a physical, technological or other type of barrier that prevents the use of an Assistive Device on our premises we will first endeavour to remove that barrier.  If we are not able to remove the barrier, we will ask the person how they can be accommodated and what alternative methods of service would be more accessible to them.  We will make best efforts to provide an alternative means of assistance to the person with a disability.

Employees receive training on various Assistive Devices that may be used by persons with a disability while accessing our goods and services.

3. Accessibility at Our Premises

We strive to enable persons with a disability to obtain, use or benefit from our goods and services at each location to which this Policy applies.

Employees receive training on how to assist persons with a disability to obtain, use or benefit from our goods and services.

4. Service Animals

We are committed to welcoming and providing services to people with disabilities who are accompanied by a Service Animal, and keep the Service Animal with them, if the public has access to such premises and the Service Animal is not otherwise excluded by law.

Employees receive training on how to interact with persons with a disability accompanied by a Service Animal.

5. Support Persons

We are committed to welcoming and providing services to people with disabilities who are accompanied by a support person.   Quest  may require a person with a disability to be accompanied by a Support Person where it is necessary to protect the health or safety of the person with the disability or the health or safety of others on the premises.

The nature of our business requires the Company to deal with sensitive personal information.  The Company will require the consent of our customer 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 their support person while on our premises.

Employees receive training on how to interact with persons with a disability who are accompanied by a Support Person.

6. Notice of Temporary Disruptions

Quest  will notify customers if there is a planned or unexpected disruption of a facility or service that will affect their ability to access to our goods and services.  The notice will be posted at the entrance of the applicable premises, at service counters on our premises and where appropriate on our web-site.

The notice will include the following information:

1. That a facility or service is unavailable.
2. The anticipated duration of the disruption.
3. The reason for the disruption.
4. Alternative facilities or services, if available.

6. INFORMATION AND COMMUNICATIONS
   1. Accessible Websites and Web Content

Internet websites and web content controlled directly by the Company or through a third-party that allows for modification of the site will confirm to the World Wide Web Consortium

Web Content Accessibility Guidelines (WCAG) 2.0, at Level A and AA in accordance with the schedule set out in the IASR.

2. Emergency Procedures, Plans and Information

Quest will provide, upon request, any existing public emergency procedures, plans and public safety information relating to its premises in an accessible format or with appropriate communication supports in a timely manner upon request.

3. Feedback System

The ultimate goal of Quest  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 welcomed and appreciated.

Feedback regarding the way Quest  provides services to people with disabilities can be made in person, by telephone, by mail, by fax and e-mail.  

Feedback can be provided directly to Ed Caldana, in the following ways:

1. In person at 4960 Sheppard Ave. East, Toronto, Ontario M1S 4A7
2. By telephone at (416) 298-7600 Extension 295
3. In writing to 4960 Sheppard Ave. East, Toronto, Ontario M1S 4A7
4. Electronically to edc@questauto.com

Feedback will be recorded and forwarded to the General Manager for review.  The General Manager will assign responsibility for resolving any complaint.  Customers can expect a response acknowledging their concerns within 30 business days of receipt of any complaint.

7. TRAINING AND RECORDS

Quest  will provide training to employees, contractors, volunteers and others including any third-parties who deal with the public on our behalf, as well as to those persons charged with developing this Policy and related procedures and practices to appropriately provide service to customers with a disability.

1. Content of Training

Training will include:

1. A review of the purpose of the Act and requirements of the Standard.
2. A review of the Policy.
3. How to interact and communicate with persons with various types of disabilities.
4. How to interact with persons with a disability who use an Assistive Device or require the assistance of a Service Animal or Support Person.
5. How to use any equipment or assistive devices available on your premises or other services that the Company otherwise provides that may help with the provisions of goods or services to people with disabilities
6. What to do if a person with a disability is having difficulty accessing our premises and/or services.
217. Timing of Training

Training will be provided to all persons to whom this Policy applies as soon as practicable after they are assigned the applicable duties.  Employees will also be trained on an ongoing basis when changes are made to these policies and any related practices and procedures.

3. Documenting Training

Records of the training provided, including the training protocol, the dates on which the training was provided, the number of individuals to whom the training is provided, signatures of attendance and certificates provided shall be maintained in accordance the requirements of the Act.

8. EMPLOYMENT STANDARDS
   1. Recruitment

In the recruitment process Quest  shall post information regarding the availability of accommodation for job applicants with disabilities.  Successful applicants who request accommodation shall be consulted to arrange for accommodation which takes into consideration the applicant’s disability.

When arranging interviews, Quest will ask candidates if they require an e-mail confirming the details of the interview.

2. Employee Supports

 Quest will inform employees of the policies used to support employees with disabilities, including accommodation policies that take into account accessibility needs. This information will be provided to new employees as soon as practicable after they begin their employment and updated information will be provided to all employees whenever there is a change to existing accommodation policies.  The applicable policies are contained within the Employee Handbook and reviewed annually for applicability and revision.

3. Accessible Formats and Communication Supports for Employees

Upon an employee's request, Quest will consult with the employee to provide or arrange for the provision of accessible formats and communication supports for:

1. Information that is needed to perform the employee's job; and
2. Information that is generally available to employees in the workplace.

 Quest will consult with the employee making the request in determining the suitability of the accessible format or communication support.

4. Workplace Emergency Response Information

Individual workplace emergency response procedures will be provided to an employee with a disability where necessary.  In addition, this information will be provided, with the employee's consent, to the person designated to provide assistance. The information will be reviewed whenever the employee moves to a different location within the facility, the employee's overall accommodation needs or plans are reviewed or  Quest  reviews its emergency response place.

5. Documented Individual Accommodation Plans

A written process for the development and maintenance of documented individual accommodation plans will be developed for employees with disabilities. Upon request, these plans will include information regarding accessible formats and communication supports and individualized workplace emergency response information.

6. Return to Work Process

The Company will have in place a documented return to work process for employees returning to work due to disability and requiring disability-related accommodations. The return to work process will outline the steps the Company will take to facilitate the return to work.

7. Performance Management, Career Development and Redeployment

Quest shall take into consideration the accessibility needs of its employees with disabilities when providing career development, performance management and when considering redeployment.

9. DESIGN OF PUBLIC SPACES

Quest  will consult with the building owner in an effort to meet the Accessibility Standards for the Design of Public Spaces when undertaking new construction and redevelopment of public spaces.

Public spaces at  Quest  include:

• Outdoor paths of travel (e.g. sidewalks, ramps, stairs)
• Accessible parking
• Service-related elements (e.g. service counters, waiting areas)

10. DOCUMENTATION TO BE MADE AVAILABLE

This Policy, and related practices and protocols, shall be made available to any member of the public upon request.

This Policy shall be posted on the websites of  Quest  and at conspicuous places at each premises to which this Policy applies.

11. FORMAT OF DOCUMENTS

 Quest  will provide documents, or the information contained in documents, required to be provided under the Standard, to a person with a disability in a format that takes the person’s disability into account.

12. MODIFICATIONS TO THIS OR OTHER POLICIES

Any policy of  Quest  that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.