Accessibility for Ontarians with Disabilities Act, 2005 – Integrated Accessibility Standards

Section of the Act and Overview	ACTION PLAN	Deadline	STATUS
Part I: General
3. Establishment of Accessibility Policies Develop, implement and maintain policies on how COVENTRY NORTH achieves or will achieve accessibility through meeting its requirements. Create statement of Commitment to meet the accessibility needs of persons with disabilities in a timely manner. Make the documents publicly available and, on request, provide them in an accessible format.	COVENTRY NORTH will review and maintain its accessibility policies and procedures to ensure they reflect current AODA requirements and the dealership’s commitment to accessibility. Accessibility policies will be made available in an accessible format upon request.	Complete	To be reviewed upon changes in the legal environment.
4. Accessibility Plans Create a multi-year plan-review at least once every 5 years. Post plan on website. Prepare annual status report on website.	COVENTRY NORTH will maintain this 2026–2031 Accessibility Plan as a best-practice document. The plan will be reviewed periodically and updated as accessibility requirements, organizational practices, or identified barriers change. The accessibility plan is posted on the external website and provided in an accessible format upon request.	Complete	To be reviewed once every five years or upon changes in the legal environment.
6. Self-service Kiosks Defined as interactive electronic terminal, point of sale device. Incorporate accessibility features for the kiosks.	COVENTRY NORTH will review accessibility considerations when purchasing or acquiring applicable self-service kiosks or interactive electronic terminals. Where accessibility features are available, COVENTRY NORTH will consider accessibility needs when selecting and implementing these devices.	Complete	Not applicable at this time. To be reviewed if the purchase or acquisition of applicable self-service kiosks is considered.
7. Training Training provided to all employees, volunteers, contractors. Topic: Human Rights Code pertaining to persons with disabilities. Must keep a record of the dates when the training was offered and number of participants trained.	Existing employees will complete training and review AODA policies. Training will also be incorporated into the onboarding process for new employees. Employees will be required to acknowledge and sign off on training. All training records will be maintained.	Complete	Ongoing as new staff is hired
Part II: Customer Service Standards: IASR Part IV.2 (Sections 80.45–80.51)
80.46. Establishment of Policies Develop, implement and maintain policies governing its provision of goods, services or facilities, as the case may be, to persons with disabilities.	COVENTRY NORTH will review its current customer service policies, practices, and procedures to identify and address accessibility barriers when providing goods, services, or facilities to persons with disabilities. Any identified barriers or gaps will be addressed through updates to the dealership’s accessibility practices and procedures. Policies will be reviewed and updated when accessibility requirements or dealership practices change.	Complete	To be reviewed upon changes in the legal environment.
80.47. Use of service animals and support persons Organizations must allow persons with disabilities to be accompanied by service animals and support persons when accessing goods, services, or facilities, subject to limited circumstances permitted under the regulation.	COVENTRY NORTH will review its customer service practices to ensure that persons with disabilities are permitted to be accompanied by service animals and support persons, communicate these requirements to employees through AODA/customer service training, provide reasonable alternative measures when a service animal is legally excluded from a specific area, and maintain written policies regarding service animals and support persons and notify customers that the policies are available upon request.	Complete	Ongoing – Requirements implemented and maintained as part of regular business operations.
80.48. Notice of temporary disruptions Providers must notify the public of temporary disruptions to facilities or services used by people with disabilities, including the reason, expected duration, and available alternatives. Providers other than small organizations must also prepare a disruption plan, provide it upon request, and inform the public that it is available.	COVENTRY NORTH will designate a staff member or department responsible for preparing and posting notices when a temporary disruption occurs. COVENTRY NORTH will conduct regular inspections and preventative maintenance of accessible elements in public spaces, where applicable, to ensure they remain in good working order. COVENTRY NORTH will prepare notices that identify the affected goods, services or facilities, the reason for the disruption, the anticipated duration, and available alternative services or options, were known and applicable. COVENTRY NORTH will post notices in a visible location at the dealership entrance and publish notices on the company website when appropriate to inform customers of temporary disruptions. COVENTRY NORTH will contact customers with scheduled appointments when a disruption may affect their visit or access to services and will verbally inform customers of relevant disruptions when making reservations or appointments, where applicable. COVENTRY NORTH will provide information about available alternative arrangements or accessible services when a disruption affects the goods, services or facilities customers rely on. COVENTRY NORTH will update or remove notices when the disruption ends or when the information provided is no longer accurate.	Complete	Ongoing – Procedures are in place for monitoring accessible spaces, communicating temporary disruptions, notifying affected customers, and providing alternative arrangements when required.
80.49. Training for staff All employees, volunteers, policy developers, and individuals providing services will receive accessibility training on disability awareness, communication, assistive devices, service animals, support persons, and how to assist individuals experiencing accessibility barriers. Training will be provided as soon as practicable and updated when accessibility policies change. Training records and a written training policy will be maintained where required by law.	COVENTRY NORTH will ensure all employees complete accessibility training upon hire and annually thereafter. Additional training will be provided when accessibility policies, procedures, or practices change. Training will cover disability awareness, communication, assistive devices, and how to assist individuals experiencing accessibility barriers. COVENTRY NORTH will maintain accessibility training records, including training dates and the number of employees trained, as required by applicable legislation.	Complete	Ongoing as new staff is hired. Refresher training completed annually thereafter.
80.50 Feedback Process Every provider should ensure an accessible process for receiving and responding to feedback and complaints regarding services provided to persons with disabilities. Information about the feedback process will be made available to the public, with accessible formats and communication supports provided upon request. A written description of the process will be maintained and made available upon request where required by law.	COVENTRY NORTH will provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Customers can submit feedback to the Managers via email. Customers who provide formal feedback will receive acknowledgment of their feedback, along with any resulting actions based on concerns or complaints that were submitted.	Complete	Ongoing process
Part III – Information & Communication Standards
11. Feedback Process for receiving and responding to feedback shall ensure that the processes are accessible or arrange for accessible formats upon request. Shall notify the public about the availability of accessible formats and communication supports.	COVENTRY NORTH managers will receive accessibility-related feedback and complaints by email, document and review the concerns, and determine appropriate corrective actions. Human Resources will assist managers with the process when needed. All feedback, including complaints will be handled by via email or phone call within 10 business days of receiving the feedback. We will ensure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports on request. Information regarding the availability of accessible formats will be posted on external website.	Complete	Complete
12. Accessible formats and communication support Shall upon request provide or arrange for the provision of accessible formats and communication supports: – in a timely manner – at a cost that is no more than the regular cost charged to other persons – shall consult with the person making the request in determining the accessible format or communication supports – Shall notify the public about the availability of accessible formats and communication supports	Consultation will occur with the person requesting alternate formats and the request will be documented and format needs confirmed. A general statement of availability will be posted on the external website.	Complete	Ongoing process
13. Emergency procedure, plans or public safety information Emergency procedures, plans or public safety information shall be provided in an accessible format or with appropriate communication supports, upon request.	COVENTRY NORTH will provide customized emergency information to help an employee with a disability during an emergency. With the employees’ consent, we will provide workplace emergency information to a designated person who is providing assistance to that employee during an emergency. The information will be provided as soon as practicable after we become aware of the need for accommodation due to the employee’s disability.	Complete	Complete
14. Accessible websites and web content Ensure internet websites and web content conform to WCAG 2.0 guidelines (Web Content Accessibility Guidelines) at the following levels: All websites and web content to Level AA by January 1, 2021 (other than live captions and audio descriptions). These requirements apply to websites and web content controlled directly or through contractual arrangements, including web-based applications, and to content published after January 1, 2012, unless compliance is not practicable.	COVENTRY NORTH’s marketing and IT Departments will work with HR to review website accessibility, identify and address accessibility barriers, and ensure accessibility requirements are considered when updating or adding website content and features. Website accessibility will be reviewed periodically to support ongoing compliance.	Complete	To be reviewed upon changes in the legal environment.
Part III: Employment Standards
22. Recruitment – general Shall notify employees and public about the availability of accommodations for applicants with disabilities.	COVENTRY NORTH will ensure that availability of accessibility is required and will be provided on all job postings, internal and external.	Complete	Complete
23. Recruitment – assessment or selection process Notify applicants when selected to participate in an assessment or selection process that accommodations are available upon request. If request is submitted, employer shall consult with applicant and provide or arrange for the provision of a suitable accommodation in a manner that takes into account the applicant’s needs due to disability.	COVENTRY NORTH will ensure all barriers will be removed from all job postings. All job postings will notify its employees and the public about the availability of accommodation for job applicants with disabilities. All applicants invited to interviews will be asked if they require assistance or reasonable accommodation.	Complete	Complete
24. Notice to successful applicants Shall notify successful applicant of its policies for accommodating employees with disabilities.	When offering a job to a successful applicant, COVENTRY NORTH will inform them of internal policies on accommodating employees with disabilities. New hire orientation will contain AODA training. Other formats may be available upon request.	Complete	Complete
25. Informing employees of supports Shall inform its employees of it’s polices used to support its employees with disabilities including provision of job accommodations. Needs to be communicated to new employees as soon as practical upon hire. Update all employees that there is a change to the related policies.	COVENTRY NORTH will inform employees of its policies and available supports for employees with disabilities, including workplace accommodations. Employees may request ergonomic equipment, modified workstations, accessible training materials, or adjustments to work schedules where appropriate. New employees will be informed of these supports during onboarding, as soon as practicable after hire. Existing employees will be notified of any changes to relevant policies or available supports through email or internal workplace postings.	Complete	Complete. To be reviewed upon changes in the legal environment.
26. Accessible formats and communication support for employees Employer shall consult with employee requesting the accommodation for the following: information that is needed in order to perform job, information that is generally available to employees. Employer shall consult with employee on suitable format/support.	COVENTRY NORTH will implement, review and update policies and procedures for the provision of job accommodations. This will include a consultative process with the employee making the request specifically. The employee will be involved in discussions and decisions regarding appropriate accommodations. COVENTRY NORTH will follow up with the employee to determine whether the accommodation is effective and whether any adjustments are required.	Complete	To be reviewed upon changes in the legal environment.
27. Workplace emergency response information Employers shall provide individualized workplace emergency response information to employees who have a disability. If an employee who receives individualized workplace emergency response information requires assistance and with the employee’s consent, employer shall provide the workplace emergency response information to the person designated by the employer to provide assistance to the employee. Every employer shall review the individualized workplace emergency response information: – when the employee relocates – when the employee’s overall accommodations needs or plans are reviewed – when employer reviews its general emergency response policies	COVENTRY NORTH will develop and maintain individualized workplace emergency response plans for employees with disabilities who require assistance. Employees will be consulted to determine their needs, and designated assistance personnel will be informed with the employee’s consent. Plans will be reviewed and updated when employees relocate, when accommodation needs change, and when general emergency procedures are reviewed.	Complete	Ongoing
28. Documented individual accommodation plans (IAP) Employers shall have a written process for the development of documented individual accommodation plans for employees with disabilities. Needs to include the following: – manner in which an employee requesting accommodation can participate in the development of the IAP – employee is assessed on an individual basis – employer can request an evaluation by an outside medical or other expert at the employer’s expense – steps need to be taken to protect the privacy of the employee’s personal information – frequency with which the IAP will be reviewed and updated – if an IAP is denied, the manner in which the reasons for the denial will be provided to the employee – means of providing the individual accommodation plan in a format that takes into account the employee’s accessibility needs – IAP shall, if requested, include any information regarding accessible formats and communication supports provided, and if required, include individualized workplace emergency response information. It shall also include any other accommodations to be provided.	COVENTRY NORTH has a written process for assessing the request for, and developing, an individual accommodation plan for any employee with a disability who requests accommodation. COVENTRY NORTH will periodically review this process to ensure it remains effective and reflects applicable accessibility and human rights requirements. This process will be communicated to employees and made available in an accessible format upon request.	Complete	Complete
29. Return to work process Employers shall develop and have in place a return-to-work process for its employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work. Employer shall document the process. The process shall outline steps the employer and employee will take to facilitate the return. Employer shall use the individual accommodation plans as part of the process.	COVENTRY NORTH has a written return-to-work process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work. The return-to-work process includes developing an accommodation plan.	Complete	Ongoing
30. Performance management Employer shall take into account the accessibility needs of employees with disabilities when using performance management process in respect of employees with disabilities.	COVENTRY NORTH will take into account the accessibility needs of its employees with disabilities when: providing career development, engaging in performance management discussions, considering redeployment of the employee.	Complete	Complete
31. Career development and advancement Employers shall take into account the accessibility needs of its employees with disabilities when providing career development and advancement to employees with disabilities. i.e. providing additional responsibilities etc.	COVENTRY NORTH will consider the accessibility needs of employees with disabilities during performance reviews, career development, and redeployment. The company may provide accessible performance review documents, allow additional time or alternative formats for discussions, consider accommodations when setting performance goals, and ensure employees with disabilities have equal opportunities for training, promotions, and other career development opportunities.	Complete	Complete
32. Redeployment Employers shall take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans when redeploying employees with disabilities.	COVENTRY NORTH will consider the accessibility needs and individual accommodation plans of employees with disabilities when redeploying them to another position or department. The company will assess whether workplace modifications, adjusted duties, or specialized equipment are required to support the employee in their new role.	Complete	Accessibility needs and accommodation requirements will continue to be assessed whenever an employee is redeployed.