Accessibility Service Policy

At Ken Shaw Motors, we are committed to respecting and promoting the dignity and independence of people with disabilities. This Accessibility Standard Policy outlines the steps we will take in order to bridge accessibility and accommodate the needs and requirements of individuals with disabilities through our customer service and our employment practices.

All policies and procedures at Ken Shaw Motors have been developed to promote respect of all individuals, and dignity and independence for people with disabilities. If any person finds that a policy or procedure of the Dealership impedes these principles, such policy or procedure will be reviewed and modified or removed.

Accessible Information and Communication

Ken Shaw Motors is committed to providing accessible information and communications to all individuals, including our customers and staff. If an individual requests information to be provided in an alternative format to accommodate their disability, the Dealership will address the request to the best of its abilities.

Accessible Customer Service

Ken Shaw Motors is committed to excellence in serving all customers including people with disabilities. We will communicate respectfully with all our customers and ensure that we take into account the individual’s specific needs, requirements and circumstances when communicating with people with disabilities. To that end, our Dealership has implemented the following plan to ensure accessible customer service.

Assistive Devices

We will ensure that our staff are trained and familiar with personal assistive devices that may be used by customers with disabilities while accessing our Dealership and the goods and services we deliver. A personal assistive device is any device that is used, designed, made or adapted to assist persons with disabilities in performing various, everyday tasks such as moving, communicating, reading, writing or lifting.

Below are some assistive devices guidelines:

  1. Persons with disabilities are entitled to use personal assistive devices while accessing any service or location of the Dealership, excepting in situations where the use of the device contravenes policies and/or legislation governing the delivery of particular services or poses any element of risk or hazard.
  2. Persons with disabilities are entitled to the protection of their privacy and are not required to disclose the Dealership information about their disability and/or the need for a personal assistive device, unless such information is required by the Dealership or other appropriate person for the purposes of creating and implementing an individualized accommodation plan.
  3. Employees and other individuals engaged in the delivery of a service on behalf of the Dealership are required to cooperate with the use of a personal assistive device for reasons of improving access to the Dealership’s services or goods.

Service Animals and Support Persons

Service animals and support persons accompanying our customers with disabilities will be welcomed by the Dealership. Service animals shall be permitted on the parts of our premises that are open to the public. The Dealership will do all that it can to assist any support person who accompanies an individual with a disability in accessing our goods and services and our premises.

A service animal is defined as “any guide dog, signal dog, or other animal individually trained to do work or perform tasks for the benefit of an individual with a disability, including, but not limited to, guiding individuals with impaired vision, alerting individuals with impaired hearing to intruders or sounds, providing minimal protection or rescue work, pulling a wheelchair, or fetching dropped items.”

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities the Dealership will notify customers promptly. Appropriate notification of the disruption will be made visually and/or by public announcement as necessary. Such notification will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

Visual notices will be placed at entrances and exits onto the Dealership premises and at affected areas.

Training for Staff

Ken Shaw Motors will provide appropriate training to all employees, volunteers and others who deal with the public or other third parties on their behalf.

Training will include:

An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the various legislation it contains that impacts our business.

The Dealership’s Accessibility Standard Policy.

How to interact and communicate with people with various types of disabilities, including:

-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 the Dealership’s premises or goods and services.

Staff will also be trained when changes are made to this policy or our Accessible Customer Service plan.

Feedback Process

Customers who wish to provide feedback on how the Dealership provides information, communication or access to goods and services to people with disabilities can:

Contact a manager or supervisory individual on-site directly at the time of their visit.

Phone or email the Dealership with their feedback.

Direct the Dealership in providing the individual with the most effective and reasonable method of communication to accommodate their individual needs and requirements in order to address their question, concern, feedback or complaint.

All feedback will be directed to Ken Shaw Jr. and Paul Shaw. Customers can expect to hear back from the Dealership within 7 business days of submitting their feedback.

Feedback and comments can be directed to the Dealership by phone, fax, email, or in writing as follows:

Phone: (416) 766-1155

Fax: (416) 766-6112

Email: or


Ken Shaw Motors Limited

2336 St. Clair Avenue West

Toronto, ON M6N 1K8

Accessible Employment

Within the guidelines of the Ontario Human Rights Code and up to the point of undue hardship, Ken Shaw Motors is committed to:

achieving a culture and work environment that is supportive of employees with disabilities;

ensuring that each person with a disability will be considered individually, on a case-by-case basis, in order to determine accommodation requirements;

ensuring compliance with all applicable legislation and the Dealership’s policy;

establishing an efficient accommodation process that is consistent with principles of confidentiality, dignity, respect and shared responsibility.

Shared responsibility and accountability include open communication and partnership between the individual requiring accommodation, supervisors, applicable employee groups and the Dealership.

The Dealership has the following plan in place to promote accessible employment.


During recruitment processes, if it is feasible to accommodate applicants with disabilities for the specific position, the Dealership will:

notify their employees and the public about the availability of accommodation for applicants with disabilities;

notify job applicants, when they are individually selected to participate in an assessment or selection process, that accommodations are available upon request in relation to the materials or processes to be used;

if an applicant requests an accommodation, consult with the applicant and provide or arrange for the provision of a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability while promoting the individual’s dignity and independence;

when making an offer of employment, notify the successful applicant of our policies for accommodating employees with disabilities.


During employment

During the course of employment, the Dealership will:

inform employees of the policies in place to support employees with disabilities, including, but not limited to, policies to provide equitable job accommodations that take into account an employee’s accessibility needs due to disability;

update employees whenever there is a change to existing policies;

upon request and as is reasonably possible, consult with a disabled employee to provide or arrange for accessible formats and communication supports for information that is needed in order to perform the employee’s job, and information that is generally available to employees in the workplace;

make individual accommodation plans that, if requested, include any information regarding accessible formats and communications supports available, include individualized workplace emergency response information, and identify any other accommodation that is to be provided;

designate and train a person(s) to provide assistance to employees with disabilities during a workplace emergency, if the employee requires the assistance and provides consent;

review the individualized accommodation plans in place when an employee moves to a different location in the organization, when reviewing an employee’s overall accommodation needs, and whenever these policies are updated.

Return to work

The Dealership has put the following plan in place with respect to return-to-work processes for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work:

ensure the return-to-work process outlines the steps the Dealership will take to facilitate the return to work of employees who were absent because their disability required it;

incorporate steps to document individual and equitable accommodation plans as part of the process.

Performance management and professional development

As part of the Dealership’s performance management and professional development processes, the Dealership is committed to taking into account the accessibility needs of employees with disabilities, as well as individual accommodation plans in place, in assessing and improving employee performance, productivity and effectiveness, and in developing and promoting employees. The Dealership will consistently operate with the goal of facilitating ongoing employee success for all members of our team, to the extent that it does not cause undue hardship to the operational success of the business.