McAlpine Ford Lincoln Sales Ltd.

Accessible Customer Service Policy

McAlpine Ford Lincoln Sales Ltd. believes that becoming accessible means developing a plan on how our organization will provide service to customers with disabilities.

The following document outlines our accessible customer service policy, including practices and procedures.

Providing Goods and Services to Individuals with Disabilities

McAlpine Ford Lincoln Sales Ltd. is committed to excellence in serving all customers including individuals with disabilities. In doing so, we have a made a conscience commitment to ensuring customer service accessibility guidelines are followed.

McAlpine Ford Lincoln Sales Ltd. is devoted to:

Permitting customers with disabilities to benefit from goods and services while on our premise, in a fashion that is equal to the way that we deal with non-disabled customers.
Providing customers with disabilities the same opportunity to access our services and products as that provided to non-disabled customers.
Ensuring a professional environment that promotes barrier-free access for all of our customers as delegated by the legislation put forth by the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).
McAlpine Ford Lincoln Sales Ltd. has developed policies and procedures and has trained all staff.

Assisted Devices

People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.
We will ensure that our staff are trained and familiar with various on-site assistive devices or those devices that accompany our customers while accessing our facilities.
We will assist customers utilizing wheelchairs, motorized scooters, crutches or canes by cordially opening doors for them as needed. We will also remove possible obstacles to access such as signage, displays, or chairs.


McAlpine Ford Lincoln Sales Ltd. employees will communicate with individuals with disabilities in a manner that takes into account our customers’ disability.
We will plan for customer appointments so that proper accessibility is provided.

Service Animals

McAlpine Ford Lincoln Sales Ltd. welcomes individuals with disabilities and their service animals. Service animals are allowed in the areas of our premises that are open to the public.
We will not interact with service animals without first requesting permission from the individual using the service animal.

Support Persons

An individual with a disability will be welcome to be accompanied on the premises by their support person.
We will consult with the person with a disability to understand their needs and consider health or safety reasons based on available evidence.
We will request permission from our McAlpine Ford Lincoln Sales Ltd. customer to discuss personal financial information in front of that support person before doing so.
We will ensure that both our customer with disabilities and their support person understand that the support person is there to help with accessibility issues and not to direct or act on behalf of our customer. This respects our customer with disabilities independence as well as adheres to privacy legislation.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities in our New or Used Vehicles Sales Department, Service Department, Parts Department, or Quick Lane: McAlpine Ford Lincoln Sales Ltd. 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 the public entrance of each department as soon as we are aware of the interruption, as well as on the company website as soon as the interruption is anticipated.


McAlpine Ford Lincoln Sales Ltd. will provide training on accessible customer service to all employees. We will also train those who do not deal with the public on a regular basis because we fully embrace the spirit of this legislation and believe it is pertinent to our business.

Feedback Process

McAlpine Ford Lincoln Sales Ltd. is committed to meet and exceed our customers’ expectations. Therefore, our customers are invited to provide feedback on our accessible services to any member of our management team.
We will provide or arrange for accessible formats and communication supports, upon request.

Policy Modifications

Any policy of McAlpine Ford Lincoln Sales Ltd. that does not respect and promote the principles dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

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