Accessibility for Ontarians with Disabilities Act (AODA)

The Dealership is committed to providing its services to everyone, including persons with disabilities in a way that respects their dignity and independence. The Dealership's goal is to ensure that people with disabilities have equal opportunity to access services in an integrated manner by identifying, removing and preventing barriers that could interfere with their ability to access the building and make full use of the Dealership's services.

This policy establishes the requirement for accessibility standards for customer service in accordance with the Accessibility Standards for Customer Service as set out within the Ontarians with Disabilities Act (AODA). The policy applies to all team members.

Definitions

The definition of disability under the AODA is the same as the definition of disability in the Ontario Human Rights Code and is in accordance with four principles:

• Protect the dignity of a person with a disability

• Provide independence to a person with a disability when accessing the services provided by the Dealership

• Provide integrated services that allow people with disabilities to fully benefit from services provided by the Dealership

• Provide equal opportunity to have services, options and benefits as are offered to all others in the Dealership

In accordance with the Customer Service Standard of the AODA, the Dealership undertakes to train team members in these requirements and will ensure that all team members who are contracted to perform services at the Dealership have received training in this standard.

Under the Human Rights Code, persons with disabilities are not required to advise the Dealership of the nature of their disability, however, are required to advise the Dealership that they have a disability and require accommodation and information on what accommodation they require. Where the individual with the disability feels comfortable with providing the general nature of their disability, such as "vision," "hearing," "mobility" or "other," this information can assist the Dealership in providing services to the individual. See the Accommodation policy for additional information.

Workplace Emergency Response

The Dealership will create an emergency response plan for team members who ask for such accommodation due to a disability. If the team member with a disability who receives the individualized workplace emergency response plan requires assistance and provides consent, the Dealership will provide the individualized emergency response information to a person who is designated to assist the team member in case of an emergency.

Accessible Formats and Communication Supports

The Dealership will upon request provide or arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner that takes into account the person's accessibility needs; and at a cost that is no more than the regular cost charged to other persons. The Dealership shall consult with the person making the request in determining the suitability of an accessible format or communication support. In addition, Mississauga Toyota shall notify the public about the availability of accessible formats and communication supports.

If a team member wishes to provide feedback to the Dealership to enhance or change current AODA policy or practice, it is suggested you connect with the COO or CEO.

Assistive Device

Persons with a disability are permitted, where possible, to use their own Assistive Device when on our premises for the purposes of obtaining, using or benefiting from our goods and services.

If there is a physical, technological or other type of barrier that prevents the use of an Assistive Device on our premises we will first endeavour to remove that barrier. If we are not able to remove the barrier, we will ask the person how they can be accommodated and what alternative methods of service would be more accessible to them. We will make best efforts to provide an alternative means of assistance to the person with a disability.

Accessibility at Our Premises

We offer the following facilities and services at Mississauga Toyota to which the Policy applies to enable persons with a disability to obtain, use or benefit from our goods and services:

• Wheelchair accessible door next to disabled parking (ii) disabled parking, (iii) assistance of a team member to complete a form, (iv) electronic control boards (v) drive through with interior drop-off service lanes, (vi) a chair for waiting in line if a person's disability prevents them from standing for lengthy period, (vii) indoor showroom (viii) all services available on one level

• Team members receive training on how to use facilities or services made available on our premises to assist persons with a disability to obtain, use or benefit from our goods and services.

Service Animals

Persons with a disability may enter premises owned and/or operated by Mississauga Toyota accompanied by a Service Animal and keep the Service Animal with them.

Team members receive training on how to interact with persons with a disability accompanied by a Service Animal.

Support Persons

A person with a disability may enter the Dealership with a Support Person and have access to the Support Person while on the premises.

Mississauga Toyota may require a person with a disability to be accompanied by a Support Person where it is necessary to protect the health or safety of the person with a disability or the health or safety of others on the premises.

Team members receive training on how to interact with persons with a disability who are accompanied by a Support Person.

All training for AODA is provided within two (2) weeks of a team member's hire date.

MULTI-YEAR ACCESSIBILITY PLAN

Mississauga Toyota is committed to complying with the accessibility requirements under the Integrated Accessibility Standards and to reviewing and

updating our Multi-Year Plan at least once every 5 years.

The following is a summary of the accessibility requirements under the IAS that apply or may apply to Mississauga Toyota and the associated timelines for compliance. The summary is intended as a guide to inform of our accessibility compliance initiatives.

A. The following is currently in effect:

i) Emergency Procedure, Plan, or Public Safety Information

Mississauga Toyota will make available to public any emergency or public safety information in accessible format (or with communication supports) upon request.

ii) Workplace Emergency Response Information

Mississauga Toyota will provide individualized emergency response information as soon as it is practicable after Mississauga Toyota becomes aware of any employee who requires information because of a disability. If the employee with a disability who receives the individualized workplace emergency response information requires assistance and provides consent, the Dealership will provide the individualized emergency response information to a person who is designated to assist the employee in case of an emergency.

Mississauga Toyota will review the individualized workplace response information when an employee moves to a different location, when the employee's overall accommodations needs or plans are reviewed or when the Mississauga Toyota reviews the emergency response policies.

B. The following is effective January 1, 2014:

i) Policies, Practices, and Procedures

Mississauga Toyota will have in place this policy that documents and implements how the Dealership will achieve accessibility by my meeting its requirements under the regulations of the IAS. This requirement includes a statement of organizational commitment to meet the accessibility needs of persons with disabilities in a manner. This document shall be made publicly available through reception. Alternate formats are available upon request. All related policies are available upon request. The policy is currently available through print, large print and audio.

ii) Accessibility Plan

Mississauga Toyota has committed to establishing, implementing, maintaining and documenting a multi-year accessibility plan which outlines the Dealership's strategy to prevent and remove barriers and meet its requirements under the Act. The multi-year plan is outlined in this policy, EP 50. The accessibility plan will be posted on our website and the plan will be available in an accessible format upon request. Mississauga Toyota has also committed to reviewing and updating the accessibility plan at least once every five years.

iii) Self-Service Kiosks

Mississauga Toyota will have regard to accessibility should it design, procure or acquire self-service kiosks. In this requirement, kiosk is used to describe an interactive electronic terminal including a point-of-sale device that the public can use to access or more services or products, or both.

iv) Website Accessibility

Mississauga Toyota will make any new internet website it develops and web content on its site conform with WCAG 2.0 Level A. "New internet website" means either a website with a new domain name or a website with an existing name undergoing a significant refresh.

C. The following is effective January 1, 2015:

i) Training

Mississauga Toyota will ensure training that is provided on the requirements of the IAS and on the Human Rights Code to all employees, persons involved in development of policies and persons who provide goods, services or facilities on the Dealership's behalf. Additionally during orientation, all staff receives oral information on the specific needs related to their department if applicable. All related training is required to be completed within the first 15 days of employment, unless there is an accommodation in place. Retraining is provided when changes occur and all employees receive an electronic notification to ensure compliance.

ii) Feedback Process

Mississauga Toyota will ensure existing feedback processes are accessible to persons with disabilities by providing or arranging for accessible formats and communications, upon request.

D. The following is effective January 1, 2016:

i) Accessible Formats and Communications Supports

Mississauga Toyota will upon request provide or arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner that takes into account the person's accessibility needs due to disability; and at a cost that is no more than the regular cost charged to other persons. The Dealership shall consult with the person making the request in determining the suitability of an accessible format or communication support. In addition, Mississauga Toyota shall notify the public about the availability of accessible formats and communication supports.

ii) Recruitment/Assessment/Selection of Employees

Mississauga Toyota shall notify our employees and the public about the availability of accommodation for applicants with disabilities in our recruitment process. During a recruitment process, the Dealership shall notify job applicants, when they are individually selected to participate in an assessment or selection process that accommodations are available upon request in relation to the material or processes to be used. In addition, the Dealership will inform successful applicants about our policies for accommodating persons with disabilities.

iii) Accommodation During Employment

a) Mississauga Toyota shall inform our employees of its policies to support our employees with disabilities.

b) Upon request, the Dealership shall provide in accessible formats and communication supports for, information that is needed in order to perform the employee's job and information that is generally available to employees in the Dealership.

c) Mississauga Toyota will establish a written process for the documented individual accommodation plans for employees with disabilities. Additionally, the Dealership shall develop and have in place a documented return to work process for its employees who have been absent from work due to a disability and require disability-related accommodation in order to return to work.

d) Mississauga Toyota shall take into account the accessibility needs of its employees with regards to any of the following systems should they be put in place: Performance Management, Career Development and Advancement, Re-deployment