Accessible Customer Service Policy

1. Purpose Statement

To ensure compliance with the Manitoba Accessible Customer Service Standard, which requires that Birchwood identify, prevent, and remove barriers to provide inclusive service to all guests. This includes establishing policies and practices that respect the dignity and independence of individuals with disabilities across all automotive retail operations, service interactions, and facilities.

2. Policy Statement

Birchwood provides products and services in a manner that respects the dignity and independence of individuals with disabilities while proactively identifying and removing accessibility barriers. We offer equal opportunities for all guests to benefit from our facilities in an integrated way, ensuring our practices meet the requirements of the Accessibility for Manitobans Act. Every person is treated with courtesy and respect, regardless of whether a disability is apparent, to ensure an inclusive environment for all.

3. Definitions

Accessible Formats: Alternative formats, including large print, audio, accessible digital formats, Braille, and others, enabling people with disabilities to receive information effectively.
Assistive Technologies: Software or hardware, such as wheelchairs, communication devices, or screen readers, that assist individuals with disabilities in accessing digital and physical information.
Communication Supports: Supports that facilitate communication for individuals with disabilities, such as captioning, sign language interpretation, and plain language.
Support Person: An individual who accompanies a person with a disability to help with communication, mobility, personal care, or medical needs.

4. Application

This policy applies to all Birchwood team members in Manitoba who provide goods, services, or facilities to the public or other third parties, including:

Showroom and Service Interactions: All in-person customer service, sales, and maintenance consultations.
Digital and Phone Services: All communication handled via telephone, email, or digital platforms.
Physical Facilities: Access to all dealership departments, waiting areas, and public-facing spaces.

5. Standards and Procedures

5.1 Communication and Assistive Devices
We communicate with people in ways that consider their disability. Customers are welcome to use their own personal assistive devices to access our services. If a barrier prevents the use of an assistive device, we will work with the customer to provide a reasonable alternative.

5.2 Support Persons and Service Animals
Individuals with disabilities who are accompanied by a support person or a service animal are welcome on our premises. Support persons and service animals may always stay with the individual. We will provide advance notice if a fee is required for a support person, though we aim to waive such fees where possible.
5.3 Notice of Temporary Disruption
Birchwood will let the public know when an accessibility feature, such as an automatic door or elevator, is temporarily unavailable. Notices will include the reason for the disruption, the anticipated duration, and alternative ways to access our services.
5.4 Maintenance of Barrier-Free Access
We maintain accessibility features in good working order and keep aisles and entryways clear of clutter to ensure safe and easy navigation.

6. Roles and Responsibilities

Human Resources (HR): Responsible for ensuring mandatory training is provided to all team members and maintaining records of that training.
Management: Responsible for ensuring accessibility features are maintained and that team members follow the documented practices.
Frontline Team Members: Responsible for interacting with guests in a respectful manner, identifying barriers, and facilitating requests for accommodations.

7. Training

All team members will undergo training on:

The requirements of the Accessible Customer Service Standard under the AMA.
How to interact with people who use assistive devices, service animals, or support people.
How to use any on-site equipment provided to help guests with disabilities.
What to do if a person is having difficulty accessing our products or services.

8. Accessibility Requests

Requests for accessible formats or communication support should be addressed promptly and free of charge. Guest can direct requests to [email protected]. Team members can direct these requests to the Human Resources department through HR4 forms—Accessibility Feedback Form. We will consult with the individual to provide information in a manner that considers their disability.

9. Monitoring and Compliance

Birchwood will conduct regular reviews of its customer service practices to ensure ongoing compliance with the Accessibility for Manitobans Act. We document the actions taken to identify and remove barriers and make this documentation available upon request.

10. Feedback Process

Feedback regarding the way Birchwood provides goods and services to people with disabilities is welcome. Concerns can be directed to [email protected] or through HR4 forms—Accessibility Feedback Form. We will ensure our feedback process is accessible by providing communication support upon request.

Inquiries and Alternative Formats

This policy is available in alternative formats upon request. Please contact [email protected] for assistance.