- Home & Workshop Products
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:
|For John Deere Canada ULC:||For John Deere Financial:|
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.
This Multi-Year Accessibility Plan (the "Plan") outlines the policies, practices and actions that John Deere Canada ULC and John Deere Financial Inc. (collectively "John Deere" or the "Company") will implement in its Ontario operations to improve accessibility for individuals with disabilities. The Plan also incorporates and references John Deere's existing accessibility policies and practices in an effort to streamline the Company's efforts in achieving its accessibility goals, and to comply with all applicable laws.
John Deere is committed to treating all people, including individuals with disabilities, in a manner that respects their dignity and independence. We believe in integration and equal opportunity. To this end, we are committed to meeting the needs of individuals with disabilities in a timely manner, and will identify, prevent and remove barriers to accessibility in all aspects of the Company's operations. John Deere is also committed to ensuring compliance with the accessibility requirements contained in the Accessibility for Ontarians with Disabilities Act, 2005 and its regulations ("AODA"). The Company’s AODA Team will be responsible for ensuring the Company implements the obligations contained in this Plan in accordance with this Statement of Commitment.
John Deere is committed to providing Ontario customers and clients with any publicly available emergency information in an accessible manner, upon request. We will also provide employees with disabilities with individualized emergency response information where necessary, in accordance with AODA. The Company will take steps to determine whether employees require individualized emergency response information on an ongoing basis as part of our facilities, human resources, and occupational health and safety functions.
John Deere has completed the training required by the customer service standards under AODA, and will continue to provide updated training to new staff as required by AODA. Further, the Company will ensure that training is provided to employees, volunteers and other staff (including all persons who participate in the development of our policies and provide goods and services on our behalf) regarding AODA and the Ontario Human Rights Code as it pertains to individuals with disabilities as required by AODA. The content and delivery of such training will be determined based on John Deere's internal training resources and the job duties of employees, volunteers and other staff. In accordance with the requirements of AODA, this training was completed by January 1, 2015
John Deere understands that, as of January 1, 2014, AODA requires it to consider the needs of people with disabilities when designing, procuring or acquiring self-service kiosks. As such, prior to January 1, 2014, John Deere canvassed its operations to determine whether or not it has any involvement in designing, procuring or acquiring self-service kiosks. To the extent such involvement is identified in the future, the Company will implement a policy and/or practice to ensure that accessibility issues are considered.
John Deere is committed to meeting the communication needs of individuals with disabilities. The Company will consult with such individuals to determine their information and communication needs and will provide information and communications in accessible formats and with communication supports in a timely manner (and at a cost that is no more than any regular cost) in accordance with the requirements of AODA. John Deere has developed practices to ensure that it can make publicly available information accessible to individuals with disabilities, upon request. The Company is also committed to specifically ensuring that individuals with disabilities have the ability to access John Deere's feedback processes. To this end, John Deere has completed a review of all existing feedback processes and considered the manner in which those processes can be made accessible upon request by individuals with disabilities. The public is hereby notified about the accessibility of feedback processes in accordance with AODA. John Deere has and will monitor the creation of any new internet websites and content including those internet websites undergoing a significant refresh and (as applicable) make those websites conform to WCAG 2.0 Level A. John Deere also recognizes its obligation under AODA to ensure the accessibility of its internet websites in accordance with WCAG 2.0 Level AA (with certain exceptions) by January 1, 2021. In general terms, the Company will take the following steps to ensure compliance with its AODA obligations with respect to accessible internet sites: (1) conduct a website audit to determine gaps; (2) develop a compliance plan to close gaps identified; (3) communicate plan to internal stakeholders; and (4) execute against the plan by January 1, 2021.
John Deere is committed to fair and accessible employment practices and to removing any barriers that prevent or hinder the career development of employees with disabilities at the Company. We have taken steps to: notify the public and staff that, when requested, John Deere will accommodate people with disabilities during the recruitment and selection process as well as during the course of employment; provide employees with employment-related information in accessible formats and with communication supports; develop individual accommodation and return-to-work policies and plans as required by AODA; and ensure the accessibility needs of employees with disabilities are taken into account in John Deere's performance management, career development and redeployment processes. We have: (1) conducted a gap analysis of employment practices in the areas of recruitment, performance management and career development; (2) reviewed existing accommodation policies and return to work practices; and (3) completed a project plan with timelines associated to the identified gaps and required policy updates.
John Deere will meet its AODA accessibility obligations in respect of the design of public spaces when building or making major modifications to public spaces, including service counters, fixed queuing lines and waiting areas. In order to ensure that accessibility issues are taken into account in the context of new builds and major modifications on or before January 1, 2017, John Deere will continue to adhere to all applicable building code requirements.
This Plan will be reviewed and updated by John Deere at least once every 5 years. At the time of revision, information regarding accessibility policies and practices adopted by the Company in accordance with the Plan or otherwise will be included in the revised Plan.
For more information regarding the Plan, please contact:
|For John Deere Canada ULC:||For John Deere Financial:|
Manager, Customer Management
John Deere will maintain its accessibility policies in a written format. It will be made available to the public and accessible formats of this document will be provided free upon request.