AODA Policy


Accessibility Standards for Customer Service and Integrated Accessibility Standards.

Our Commitment

Ottawa Honda is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We are committed to meeting the needs of people with disabilities in a timely manner.


In 2005, the government of Ontario passed the Accessibility for Ontarians with Disabilities Act (AODA) with the goal of ensuring greater accessibility for Ontarians with disabilities by 2025. To help public, private, and non-profit organizations identify, prevent, and remove barriers to accessibility, the AODA contains accessibility standards in areas, including:

  • Customer service
  • Information and communications
  • Employment
  • Transportation

Built environment

The accessibility standard for customer service came into force in 2008. The next three standards, information and communications, employment, and transportation have been combined into the Integrated Accessibility Standards Regulations (IASR). The IASR is now law and the requirements will be phased in over time. The standard for the built environment for facilities and outdoor spaces is still in development.

Ottawa Honda has developed a multi-year accessibility plan which identifies how we will meet those obligations. We are committed to fulfilling our requirements under the AODA and making premises and services accessible to all Ontarians.

Customer Service Policy

It is Ottawa Honda’s policy to provide services in a way that respects the dignity and independence of customers with disabilities. We are committed to giving customers with disabilities the same opportunities to access our goods and services in the same place and in a manner consistent with other customers.

Providing Goods & Services to People With Disabilities

When serving people with disabilities we will carry out our functions and responsibilities by:
– providing assistance with printed materials and estimates for those with vision disabilities
– delivering goods for those who have accessibilities issues.


We will communicate with people with disabilities in ways that take into account their disability.
We will attempt to provide materials in a format that is accessible for people with disabilities.
We will train staff on how to interact and communicate with customers with various types of disabilities.

Telephone Services

We are committed to providing accessible telephone services to our customers.
We will train office staff on how to interact and communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
We will offer to communicate with customers by mail or email if telephone communication is not suitable to their communication needs, or is not available.

Assistive Devices

We are committed to serving people who use assistive devices.

Use of Service Animals and Support Persons

We are committed to welcoming customers who are accompanied by a service animal in the public areas of our building.

We will ensure that personnel dealing with customers are trained on how to interact with customers who are accompanied by a service animal.

We are committed to welcoming customers who are accompanied by a support person.

Training of Staff

The Manager has responsibility for coordinating the training for all employees and contractors who deal with customers.

Notice of Temporary Disruptions

Ottawa Honda will make reasonable efforts to provide notice to persons with disabilities in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. If the disruption is anticipated, Ottawa Honda will provide a reasonable amount of advance notice of the disruption. If the disruption is unexpected, notice will be provided as soon as possible. The notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

Feedback Process

Comments on our services regarding how well those expectations are being met are welcome and appreciated. Feedback regarding the way we provide services to customers with disabilities can be made to the Vik Dilawri as follows:

By mail: Ottawa Honda, 955 Richmond Road, Ottawa, Ontario, K2B 6R1
By email: vik[at}

All feedback will be reviewed and customers can expect to hear back within 14 business days.
All correspondence will be kept confidential
Complaint procedures will be documented and made available to management.