Our policies

Customer Service Policy

 

Purpose

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. 

 

Scope

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. 

 

Policy

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. 

 

Website.

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.

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. 

 

Employment Standard 

 

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 

 

Assisted Devices 

 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. 

 

Transportation Standard 

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.
 

Definitions

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.