Customer Service Policy
LKQ Canada Auto Parts Inc., Keystone Automotive Industries ON Inc. o/a LKQ Canada and Keystone Automotive Operations Inc. (collectively, the “Companies”), are committed to providing their goods and services in a manner that respects the dignity and independence of individuals with disabilities and to ensure that all guests and customers can obtain, use, or benefit from our goods and services.
This Policy is made pursuant to the requirements of the Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”) and related regulations including the Accessibility Standards for Customer Service Regulation. It applies to all of the Companies’ employees, volunteers, agents, or contractors who interact with members of the public and our customers directly on the Companies behalf and those employees of the Companies who are involved in policy and program development pursuant to the AODA.
Information & Communication Standard
How We Communicate.
Communication is an important part of achieving accessibility. We are committed to ensuring that our personnel communicate in a manner that takes into account a person’s disability, using clear and plain language and alternative forms of non-verbal communication as appropriate.
If a person with a disability needs an accessible format or help communicating, the Companies will work with the person to provide the format or support that meets their needs, at no additional cost to them.
In the Event of Temporary Disruptions.
Should there be a disruption in any of the services used by persons with disabilities to access our facilities and goods and services, the Companies will promptly post notice of the disruption and will provide information about the reasons for the disruption, the anticipated duration and description of alternative services in the affected location where available. Notice will be posted on our web site, recorded in our telephone greeting, and posted at the customer entrances at the affected facilities.
The Companies will undertake all reasonable measures to promptly rectify any disruption as it arises.
Emergency & Public Safety Information.
Upon request, the Companies will provide its emergency and public safety information that is available to visitors in an accessible format having regard to the needs of the person requesting the information.
The Companies’ website will conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA according to the schedule set out in the AODA Integrated Accessibility Standards Regulation.
Feedback & Questions.
If you have any questions about this policy, or our service, please let us know.
Feedback on this policy and accessibility measures are welcomed by the Companies. Feedback can be provided through various means and in various forms, including:
- Verbally to a representative of the Companies,
- E-mail: hrcanada@LKQCorp.com,
- Phone: 226.821.5542, or
- By Mail: 15 Ambitious Court, Hamilton, ON L0R 1P0
All feedback received will be reviewed within a reasonable time period and the Companies will take appropriate steps to address issues raised where necessary. The Companies will not disclose personal information to any third party unless lawfully required.
Copies of this policy and all associated procedures are available upon request and in various formats. This policy is posted on employees’ board and sales department and is available to be printed in various sizes.
Education & Training
The Companies are committed to ensuring that the principles and policies set out in this document and in the AODA and related regulations are respected and implemented to the highest standards. The appropriate personnel and other individuals who interact with members of the public and/or our customers on the Companies’ behalf, regardless of rank or seniority, will receive training on the requirements set out in this policy and specifically:
- The principles set out in the AODA,
- Accessibility Standards for Customer Service Regulation,
- The Companies’ customer service principles and policies,
- The manner in which to interact and communicate with persons with various types of disabilities,
- How to use assistive devices we may make available and the manner in which to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or support person, and
- What to do if a person with a particular type of disability is having difficulty accessing our goods and services.
This policy and the associated practices, procedures and training will be updated and amended as necessary to ensure ongoing compliance with the objectives of the AODA and the Accessibility Standards for Customer Service Regulation.
Workplace Response Plan
The Companies provide individualized workplace emergency response information to employees who have a disability if the disability is such that the individualized information is necessary, and the employer is aware of the need for accommodation. The Companies provide this information as soon as practicable after becoming aware of the need for accommodation.
Accommodations – Employees
The Companies are committed to fostering an inclusive workplace where all employees are treated with respect and dignity. The Companies will act in a manner consistent with its obligations under the AODA, the Ontario Human Rights Code, and the IASR. Accommodation is a shared responsibility between the employee and the employer. An employee may request accommodation by notifying their supervisor, manager, or Human Resources. The accommodation request will be reviewed as per the Companies Accommodation Process as noted in the Companies Accessibility for Ontarians with Disabilities Policy.
Accommodations – Job Applicants
When applying for a position with the Companies, job applicants will be advised that the Companies have an accommodation process. The accommodation request with be reviewed as per the Companies Accommodation Process as noted in the Companies Accessibility for Ontarians with Disabilities Policy.
Return to Work Process
The Companies have established a Return-to-Work Process to support employees with disabilities and those that are required to take a leave from work due to their disability. This is documented in the Companies Accessibility for Ontarians with Disabilities Policy.
Customer Service Standard
The Companies will facilitate the use of personal assistive devices and ensure that personnel are trained to assist guests who use personal assistive devices. Assistive devices can include communication aids, cognition aids and personal mobility aids.
Service Animals & Support Persons
Unless otherwise excluded by law, the Companies will ensure that all persons using a service animal, including a guide dog, are permitted access our premises with their service animal and to keep the animal with them at all times.
When we cannot easily identify that an animal is a service animal, our staff may ask for documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
A regulated health professional is defined as a member of one of the following colleges: o College of Audiologists and Speech-Language Pathologists of Ontario
- College of Chiropractors of Ontario
- College of Nurses of Ontario
- College of Occupational Therapists of Ontario
- College of Optometrists of Ontario
- College of Physicians and Surgeons of Ontario
- College of Physiotherapists of Ontario
- College of Psychologists of Ontario
- College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario
Where access is restricted for lawful purposes, we will endeavour to provide alternative means of access, as appropriate.
Persons accompanied by a “support person” shall be permitted to have that individual with them at all times.
Design of Public Spaces Standard
Accessibility Standards for our Facilities
The Companies are committed to designing our facilities free from barriers and accessible to all persons we serve. The Companies will comply with the Design of Public Spaces Standards with respect to public spaces that are newly constructed or redeveloped in accordance with the requirements of the IAS Regulation.
In the event that we adopt self-serve kiosks, we shall have regard to accessibility in the design, procurement or acquisition of these kiosks.
Certain organizations are required to make their transportation services accessible to people with disabilities.
The Companies are not providers of specialized or public transit and do not license taxicabs, therefore, the Transportation Standards do not apply to the Companies.
Related Policies, Procedures or Other Documents
- Accessibility for Ontarians with Disabilities Act, 2005
- Ontario Human Rights Code
- The Accessibility Standards for Customer Service Regulation
- Integrated Accessibility Standard Regulation (IASR)
- Accessibility for Ontarians with Disabilities Policy
Compliance Monitoring and Enforcement
Monitoring of the effectiveness of this Policy will be undertaken by the Director of Human Resources, Canada.
For the purpose of this policy, “disability” is defined as follows:
- Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
- A condition of mental impairment or a developmental disability,
- A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
- A mental disorder, or
- An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
For purposes of this policy, an animal is a “service animal”:
- if it is readily apparent that the animal is used by the person for reasons relating to his or her disability, or
- if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
For purposes of this policy, a “support person” is:
- in relation to a person with a disability, another person who accompanies them in order to help with communication, mobility, personal care or medical needs or with access to goods or services.
- A support person can be a family member, professional or friend. The Companies may, where there is a concern for the health and safety of the person with a disability or others, require a person with a disability to be accompanied by a support person.
Multi-Year Accessibility Plan (2024-2029)
The Multi-Year Accessibility Plan (“Accessibility Plan”) outlines the plan and action items (LKQ Canada Auto Parts Inc., Keystone Automotive Industries ON Inc. o/a LKQ Canada and Keystone Automotive Operations Inc. (collectively, the “Companies”)) have established to remove barriers for people with disabilities, in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”), the Ontario Human Rights Code (“the Code”) and Ontario Regulation 191/11 Integrated Accessibility Standard (“IASR”).
Standards & Plan
The Companies are committed to providing their goods and services in a manner that respects the dignity and independence of individuals with disabilities and to ensure that all guests and customers are able to obtain, use or benefit from our goods and services, in accordance with the AODA, the IASR and the Code.
|The Companies have established an Accessibility & Customer Service Policy which is available on our website along with our statement of commitment.
|The Companies have established a Multi-Year Accessibility Plan.
|The Companies will continue to review the Multi-Year Accessibility Plan at least once every five (5) years.
|The Company will comply with the AODA and file an Accessibility Report as per the stipulated timeline.
|Completed & On-going
|The Companies have and will continue to ensure that training is provided on the requirements of the accessibility standards referred to in the regulation and on the Code as it pertains to persons with disabilities, as soon as possible, upon an employee commencing employment with the Companies.
|Completed & On-going
|The Companies will provide refresher training periodically or when changes are made to the Companies AODA Policy, Customer Service Policy, or as per legislative requirements.
|The Companies have established policies, practices, and procedures around a person with a disability being accompanied by a service animal or support person.
|The Companies will continue to review the training content to ensure that the training is appropriate to the duties of the employee. The Companies will adjust as appropriate based on duties of employees.
In the Event of Temporary Disruptions
|The Companies have established our commitment to providing public notice of disruption in our facilities in our policies.
|Should there be a disruption in any of the services used by persons with disabilities to access our facilities and goods and services, the Companies will promptly post notice of the disruption and will provide information about the reasons for the disruption, the anticipated duration and description of alternative services in the affected location where available. Notice will be posted on our web site, recorded in our telephone greeting, and posted at the customer entrances at the affected facilities.
|The Companies’ website will conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA according to the schedule set out in the AODA Integrated Accessibility Standards.
|The Companies will notify employees and the public about the availability of accommodation for applicants with disabilities during the recruitment process by including an accommodation statement on all job postings.
|The Companies will ensure that all applicants are informed and applicants with disabilities are properly accommodated as required.
|The Companies will consult with the applicant that is requesting accommodation to determine appropriate accommodation, as per the job-applicant accommodation process.
|The Companies will revise the Offer of Employment / Amended Offer of Employment to include requisite disability / accommodation information.
|The Companies will provide an individualized workplace emergency response plan with the employee’s consent, upon request.
|The Companies will develop a written process for the development of individual accommodation plans for employees with disabilities which will be included in the LKQ’s AODA Policy.
|The Companies will develop a written process for the development of return-to-work plans for employees with disabilities which will be included in the LKQ’s AODA Policy.
|The Companies will ensure that representatives of the Companies will communicate with a person with a disability in a manner that takes into account their disability. The Companies will provide training to all employees on communication expectations.
|Completed & On-going
|The Companies have ensured that there are established processes for receiving and responding to feedback to ensure that processes are accessible to persons with disabilities by providing or arranging for accessible formats or communication supports.
|The Companies will continue to take steps to remove barriers and ensure accessibility to people with disabilities by:
|The Companies will notify customers that documents covered by the Regulation are available upon request. This will be posted on the Companies’ website.
|The Companies will provide alternate format of documents covered by the regulations by responding to employees, customers and other stakeholders are required. The Companies will determine what type of accessible formats and communication supports will be provided to persons with disabilities, upon request.
|The Companies will ensure that staff and management understand and oblige that representatives of the Companies must consult with the person making the requires to determine the suitability.
|Consult and utilize alternative resources, technologies, and/or consultants if necessary.
Administration of this Plan
Copies: Copies of this policy and all associated procedures are available upon
request and in various formats.
Feedback: If you have any questions about our Multi-Year Accessibility
Plan, please let us
Feedback on this plan and accessibility measures are welcomed by the Companies. Feedback
can be provided through various means and in various forms, including:
- Verbally to a representative of the Companies
- E-mail: HRCanada@LKQCorp.com
- Phone: 226.821.5542
- By Mail: 15 Ambitious Court, Hamilton, ON L0R 1P0