Accessible Customer Service Policy

CARFAX Canada Corporation (CARFAX Canada) is committed to recognizing the dignity and independence of all employees, customers and visitors and seeks to ensure that persons with disabilities have unhindered access to services, facilities, employment, buildings, and premises.

This Multi-Year Accessibility Plan outlines CARFAX Canada’s strategies and actions to identify, remove and prevent barriers for people with visible and non-visible disabilities in accessing CARFAX Canada’s products, services and facilities. This Plan has been developed in accordance with the requirements of the AODA and Accompanying Standards, as defined below.

Policies, procedures and practices with respect to accessibility, including this Multi-Year Accessibility Plan and those required under the AODA and the Accompanying Standards (our “Policies”) shall be made available in hard copy or can be found on the Company Website Copies of our Policies will also be made available in an accessible format, and with communication supports where necessary, upon request.

1. Amendments to our Policies
CARFAX Canada will comply with all applicable federal, provincial and municipal legislation with respect to accessibility and will implement the standards specified under the Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”) including the applicable requirements of the Accessibility Standards for Customer Service (O.Reg. 165/16, s.19) and the Integrated Accessibility Standards (O. Reg. 191/11) (collectively, the “Accompanying Standards”).

The AODA sets out various standards and deadlines to increase accessibility to all Ontarians by 2025. CARFAX Canada has implemented an Accessible Customer Service Policy as well as an Integrated Accessibility Policy which ensure CARFAX Canada’s compliance with the AODA and the Accompanying Standards through to 2017. As the additional standards and deadlines in the AODA become applicable to CARFAX Canada, CARFAX Canada will review its Policies, practices and procedures to ensure compliance with the AODA.

2. Statement of Commitment
CARFAX Canada is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities, both visible and non-visible, in a timely manner, and will do so by identifying, preventing and removing barriers to accessibility and meeting accessibility requirements under the AODA and the Accompanying Standards.

3. Accessible Emergency Information

CARFAX Canada is committed to providing the customers and clients with publicly available emergency information in accessible formats, upon request. We will also provide employees with disabilities with individualized emergency response plans when necessary.

Implementation Deadline: January 1, 2012 Status: Complete

4. Training

CARFAX Canada provides training to employees, volunteers and other staff members on the AODA, the Accompanying Standards and the Human Rights Code on an on-going basis. Training is always provided in a way that best suits the duties of employees, volunteers and other staff members.

CARFAX Canada will keep records of all such training, and the dates on which such training takes place.

5. Information and Communications

Accessible Websites and Web Content

CARFAX Canada is committed to meeting the communication needs of people with disabilities. Consumer-based internet websites and web content controlled directly by CARFAX Canada, or through a third party contractual relationship that allows for modification of the website or web content will confirm to the World Wide Web Consortium Web Content Accessibility Guidelines 2.0 (WCAG 2.0) at Level A.

6. Employment

Recruitment, Assessment and Selection

CARFAX Canada is committed to fair and accessible employment practices. We will take the following steps to notify the public and staff that, when requested, CARFAX Canada will accommodate people with disabilities during the recruitment and assessment processes and when people are hired:
    • Recruitment advertising will contain a statement outlining that CARFAX Canada will, upon request, accommodate persons with disabilities throughout the recruitment process.
    • Managers and staff will be provided with the appropriate guidance on how to accommodate persons with disabilities at individual meetings.
    • Successful candidates will be notified about CARFAX Canada’s policies for accommodating employees with disabilities as part of their offer of employment.

CARFAX Canada will consult with any candidate who requests an accommodation in a manner that takes into account the candidate’s disability and individual needs.

Implementation Deadline: January 1, 2016 Status: Complete

Accessible Formats; Communication Supports; Barriers to Accessibility

If requested by an employee with a disability, CARFAX Canada will provide, or will arrange for the provision of accessible formats and communication supports for: (i) information needed by the employee in order to perform his/her job; and (ii) information that is generally available to all CARFAX Canada employees. Additionally, CARFAX Canada will take the following steps to prevent and remove other identified accessibility barriers:
    • Any accessibility barriers identified will be brought to the attention of management for appropriate review to ensure resolution where possible.

Implementation Deadline: January 1, 2016 Status: Complete

Documented Individual Accommodation Plans

CARFAX Canada has developed and put in place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability:
    • CARFAX Canada’s existing accommodation plans and return to work policies apply to all employees.
    • Individual plans are developed according to the specific needs of the employee and the accommodation required as appropriate to the role.
    • Steps are taken to ensure and protect the privacy of the employee’s personal information.
    • The employee’s individual accommodation plan will be made available to the employee in an accessible format, if required, based on the employee’s individual accessibility needs.

Implementation Deadline: January 1, 2016 Status: Complete

We will take the following steps to ensure the accessibility needs of employees with disabilities are considered if CARFAX Canada is using performance management, career development and redeployment processes:
    • Human Resources will provide accessible formats of the Performance Appraisal documents as required. Performance Management discussions will be conducted in an accessible manner.
    • Human Resources will ensure the needs of employees are met in any career development or redeployment processes.

Return to Work; Redeployment

CARFAX Canada will develop and have in place a return to work process for its employees who have been absent from work due to a disability and who require disability-related accommodations to return to work. Documented individual accommodation plans outlining the steps CARFAX Canada will take to facilitate the employee’s return to work shall be part of the return to work process.

If CARFAX Canada reassigns employees to other departments or jobs within the organization as an alternative to layoff (a “redeployment”), CARFAX Canada will take into account the individual accommodation plans and accessibility needs of its employees with disabilities.

Implementation Deadline: January 1, 2016 Status: Complete

Performance Management

When using performance management in respect of employees with disabilities, CARFAX Canada will take into account the employee’s individual accommodation plan as well as the employee’s individual accessibility needs. Implementation Deadline: January 1, 2016 Status: Complete

Career Development and Advancement

When providing career development and advancements to its employees, CARFAX Canada will take into account the accessibility needs of its employees with disabilities as well as any individual accommodation plans in place for these employees.

Implementation Deadline: January 1, 2016 Status: Complete

7. Design of Public Spaces
CARFAX Canada will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. For clarity, public spaces include service-related elements like service counters and waiting areas.

8. For More Information
For more information on this accessibility plan, please contact CARFAX Canada’s Human Resources Department at:
Phone: 1-866-835-8612
Accessible formats of this document are available free, upon request.