Accessible Customer Service Policy
Reimagined Parking fully supports the Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”). We are committed to ensuring people with disabilities have equal access to our facilities and services. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. Customers with disabilities have the right to expect the same level of service as every other customer in a timely manner. We must communicate with a person with a disability in a manner that takes into account his or her disability. Our accessible customer service policy is consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.
We provide training to all employees and third parties who provide customer service. In addition, we will train employees who participate in developing the organization’s policies. Accessibility training relates to a person’s specific role. Training includes:
- Purpose of the AODA and the requirements of the Customer Service Standards our policies related to the Customer Service Standards
- 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 person
- How to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities
- What to do if a person with a disability is having difficulty in accessing our organization’s goods, services or facilities.
- Reimagined Parking’s accessibility policies
Training is provided as soon as practicable after being hired and documentation of training records will be retained. We will provide training in respect of any changes to the policies.
People with disabilities may use their personal assistive devices when accessing our facilities and obtaining our services. Reimagined Parking employees are trained on how to interact with persons with disabilities who use an assistive device, as well as any assistive devices that may be provided by Reimagined Parking.
We interact and communicate with people with disabilities in ways that take into account their disability. We will work with the person with disabilities to determine what method of communication works for them. This may require providing written material in large print format, reading material to customer verbally, or making some other arrangement. Employees are trained on how to interact and communicate with persons with various types of disabilities.
We welcome people with disabilities who are accompanied by service animals. Service animals are allowed on our premises. Customers may keep their animals with them unless excluded by law. If service animals are excluded by law, we will discuss with the customer another way of providing services. Employees are trained on how to interact with people with disabilities who are accompanied by a service animal.
Any person with a disability who is accompanied by a support person will be allowed to have that person accompany them at our facilities, and the person with a disability will not be prevented from having access to the support person while at our facilities.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to facilities or services for customers with disabilities, we will post a notice outlining the reason for the disruption, the anticipated duration, and a description of alternative facilities or services, if available. The notice will be posted in a conspicuous location at the affected facility or through other means where necessary.
Information and Communications
We communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services in accessible formats. We will provide accessible formats in a timely manner and at a cost that is no more than the regular cost charged. We will consult with the person making the request in determining the suitability of an accessible format or communication support.
We notify employees, job applicants and the public that accommodations can be made during recruitment and hiring. We are committed to providing accessibility at all stages of employment.
We welcome feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns. Feedback may be provided in the following ways:
In Person: By speaking to an on-site manager
All feedback, including complaints, will be carefully reviewed. Customers will be responded to in a reasonable period of time by our Customer Experience Team or Local Managers.
We ensure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.
Notice of Availability of Documents
We will provide documents related to accessible customer service in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost. Please notify us in advance if you require documents in an accessible format.
Changes to Existing Policies
Any policies of this organization that are identified as failing to respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed, as appropriate.
Multi-Year Accessibility Plan 2024
Reimagined Parking strives to meet the needs of its employees and customers with disabilities and is working hard to remove and prevent barriers to accessibility. We are committed to fulfilling our requirements under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”). This accessibility plan outlines the steps we are taking to meet those requirements and to improve opportunities for people with disabilities.
We are committed to eliminating barriers and improving accessibility. Also, we are committed to providing services in a way that allows for persons with disabilities to maintain their dignity and independence.
Reimagined Parking has created an Accessible Customer Service Policy to ensure all employees and customers receive the same level of service and have the same opportunity to access our services and facilities.
We ensure training is provided to all employees providing customer service and we provide training to employees who create policies.
Any person visiting our facilities is permitted to bring their service animal, except if excluded by law. People visiting our facilities are able to be accompanied by a support person. A support person will be given equal access. In addition, a person with a disability is permitted to use their own assistive device when accessing our services or facilities.
Notice is provided when there is a temporary disruption to our facilities or services by posting on site the reason for the disruption, the expected length and alternative facilities avaliable.
Information and Communications
We are committed to making infomration accessible to persons with disabilities. We will incorporate requirements to ensure our company information is accessible and provided in an accessible format upon request. When a request for an accessible format is receievd we will consult with the individual making the request to determine what would be a suitable format. All requests will be addressed in a timely manner.
Customer feedback can be provided by completing an online form, contacting your local office by phone, or by speaking to an on-site manager.
Reimagined Parking is an Equal Opportunity Employer and will accommodate job applicants during the recruitment and selection process and employees durring their employment.
We notify the public that accommodation is avaliable in the recruitment process by indicating we are an Equal Opportunity Employer on job postings. We will consult with individuals who request accommodation through the recruitment process to arrange for suitable accommodation.
All new hires are notified of our policies during the onboarding process. Employees are notified when there is a change to the existing policy. We will provide accessible formats upon request. Training on our policies is provided to both new hires and to all affected staff when there are changes to our AODA policies.
Reimagined parking provides employees with individual accommodation plans and return-to work plans as necessary.
We will continue to take steps to prevent and remove accessibility barriers impacting employment.
Reimagined Parking provides training to all employees and third parties in Ontario on accessible customer service, other Ontario’s accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities. In addition, we will train staff who participate in developing the organization’s policies. Accessibility training is related to a person’s specific job duties and responsibilities.
As part of our multi-year plan to identify and eliminate barriers to accessibility, and ensure continued compliance with our obligations under the AODA, the following steps will be taken annually, and no less than once every three (3) years:
- Our policies and procedures will be reviewed and updated as needed;
- Our job postings, recruitment and onboarding tools and employment agreements will be reviewed and updated as needed;
- Our training programs and modules will be reviewed and updated as needed;
- Our training records will be reviewed to ensure that training requirements are being met;
- Any affected website and web content will be assessed for compliance, pursuant to the WCAG Level 2.0 accessibility standards, and updated as needed; and
- The requirements of the AODA will more generally be reviewed to ensure compliance.
Reimagined Parking welcomes feedback. Customer feedback will help us identify barriers and respond to concerns. Feedback may be provided in the following ways:
In Person: By speaking to an on-site manager
Reimagined Parking ensures our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.