Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

Vision Truck Group is committed to excellence in serving all customers including people with disabilities.


We will communicate with people with disabilities in a manner which takes into account their disability, while respecting the dignity and independence of the individual.

Support Persons/Service Animals

Use of support persons, guide dogs, service animals, and/or assistive devices will be permitted at all times and are allowed on the premises in the areas that are open to the public. We will consult with the people with disabilities if they would like their support person. We want to make sure their safety is present at all times. If there is a service animal present, we will ask for a health professional documentation.

Assistive Devices

We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and services.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, employees of Vision Truck Group will notify customers promptly. This clearly posted notice 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 reception, parts counter and service desk.

Training for Staff

Vision Truck Group will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. All employees will be trained immediately upon hire during their orientation conducted by the Health & Safety Department.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act and the requirements of the customer service standard.
  • Vision Truck Group's accessible customer service plan.
  • 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.
  • What to do if a person with a disability is having difficulty in accessing Vision Truck Group's goods and services.

Modifications to This or Other Policies

Any policy of Vision Truck Group that does not respect and promote the dignity and independence of people with disabilities, will be modified or removed. Employees will be notified when changes are made to our policy.

Feedback Process

Customers who wish to provide feedback on the way Vision Truck Group provides goods and services to people with disabilities can contact us by telephone, e-mail or in writing. We will provide all supporting documentation. All feedback should be directed to our Health & Safety Department.

Customers can expect a response within five (5) business days.

Our contact information is:

Writing: 1220 Franklin Blvd., Cambridge, ON  N1R 8B7, Attn: Health & Safety Department
Telephone: Health & Safety Department/Human Resources Department at 1-833-468-6884

Feedback will be addressed according to our organization's procedures.