The Accessibility Standards for Customer Service, Ontario Regulation 429/07 (the "customer service standard") is the first accessibility standard created under the Accessibility for Ontarians with Disabilities Act, 2005 ("AODA" and is a significant step toward the overarching goal of a barrier-free Ontario for people with disabilities. John Deere is committed to achieving compliance with the customer service standard before January 1, 2012.
This policy has been prepared to outline what John Deere is doing to comply with the customer service standard and to describe what our Ontario customers can expect from us. The policy is intended to benefit the full range of people with disabilities. Whether someone has a disability that is apparent or not, everyone should be treated with courtesy, made to feel welcome, and have their need for accommodation respected whenever they interact with John Deere.
If the customer service standard is revised or other AODA standards are developed, this policy will be reviewed and updated as appropriate. Information about AODA and the accessibility standards is available from the Accessibility Directorate of Ontario or by calling the AODA Contact Centre at 1-866-515-2025 (TTY 416-325-3408) or 1-800-268-7095 (toll-free).
This policy is available in alternate formats upon request.
At John Deere we are committed to providing high-quality, cost-effective services. John Deere strives at all times to provide goods and services in a way that respects the dignity and independence of people with disabilities. We are committed to ensuring that customers with disabilities have access to goods and services with the same quality and timeliness as others do.
John Deere will ensure that all employees, contingent workers, volunteers and others who interact with the public on its behalf, and those who are involved in the development and approval of customer service policies, practices and procedures, receive training about the provision of goods and services to individuals with disabilities. New staff and other individuals who commence new duties that involve interaction with the public will undertake training as part of their orientation, if they haven't already done so. Individuals will also be trained on an ongoing basis when changes are made to John Deere's policies, practices and procedures as they relate to the provision of goods and services to people with disabilities.
Training will include the following:
John Deere is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services.
John Deere will ensure that staff knows how to use any assistive devices available in their various locations for customers, and inform customers of any assistive devices that are available as appropriate.
John Deere is committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public. On rare occasions, John Deere may determine that a service animal cannot enter an area of the premises because of other applicable laws. In these instances, John Deere will suggest appropriate alternatives and provide assistance to ensure access to goods and services.
John Deere is also committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter John Deere's premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
John Deere staff will communicate with people with disabilities in ways that take into account their disability.
This means staff will communicate in a manner that enables individuals with disabilities to communicate effectively for purposes of using, receiving and requesting John Deere goods, services and facilities.
(b) Telephone Services
We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate with all customers over the telephone in clear and plain language and to speak clearly and slowly.
We will offer to communicate with customers in other appropriate manners if telephone communication is not suitable to their communication needs or is not available.
We are committed to providing accessible invoices to all of our customers. For this reason, we will offer to provide invoices in alternate accessible formats upon request.
We will answer any questions customers may have about the content of their invoices in person at our office, by telephone or e-mail, in a manner that takes into account any disability.
John Deere's ultimate goal is to meet and surpass customer expectations while serving customers with disabilities. Comments on how well those expectations are being met are welcome and appreciated.
John Deere will let the public know what methods are available for giving feedback, which will include the ability of individuals to provide feedback in person, in writing, by telephone or through electronic text. If a method is not suitable, another method may be requested. All feedback will be reviewed for possible action that can be taken to improve our services. John Deere will keep any personal information provided as confidential as possible while attempting to respond effectively to the feedback.
Concerns and suggestions requiring a response will be addressed immediately, where possible. However, some issues may require more time to address, and must be reviewed for action, possibly at a higher level. Customers can expect an acknowledgement of or response to verbal/telephone feedback, or feedback left on a comment card, within 5 business days, or an acknowledgement of or response to mailed/e-mailed feedback within 15 business days of receipt of the feedback.If an issue cannot be responded to within these time frames, the acknowledgement given to the individual providing the feedback will indicate when the matter will be addressed and when the individual will be notified, and John Deere will follow up with any required action within the timeframe noted in the acknowledgement. John Deere will respond to feedback in a manner that takes into account an individual's disability as appropriate.
John Deere will provide customers with notice in the event of a planned or unexpected disruption in any facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
The notice will be placed at all public entrances and service counters on our premises impacted by the disruption. Depending on the nature of the disruption, notice may also be provided on outgoing telephone and TTY messages and on our Canadian websites.
This notice will be available in accessible formats.
John Deere is committed to developing customer service policies, practices and procedures that respect and promote the dignity and independence of all people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.
Any other John Deere policy affecting customer service that does not respect the dignity, independence, integration and equal opportunity of people with disabilities will be modified or removed.
This policy exists to achieve service excellence to customers with disabilities.
If you have any questions or concerns about this policy, if the purpose of this policy is not understood, or to receive a copy of this policy, please contact us at:
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Manager, Customer Management
We will try to answer any questions you may have or resolve any concerns that you may have about our Accessible Customer Service Policy and practices.