Last Revised: May 1, 2025
SCOPE
The policy is intended to apply to each business entity in NFI Group operating in the provinces of Ontario and Manitoba. In addition to this policy, each individual business entity in NFI Group may have additional information and communication policies and procedures.
PURPOSE
NFI Group (which for the purpose of this Policy is defined as Motor Coach Industries Limited, New Flyer Industries Canada ULC, Frank Fair Industries Ltd., Carfair Composites Inc.) values diversity, believes in inclusion, is committed to meeting the accessibility needs of individuals and is committed to the objectives of the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and The Accessibility for Manitobans Act (“AMA”).
NFI Group will continue to provide its goods and services to third parties and persons with disabilities consistent with the core principles of independence, dignity, integration and equal opportunity.
NFI Group is committed to excellence in servicing all persons with disabilities and has created this policy to comply with the requirements under the AODA and AMA.
In addition to this policy, each individual business entity in the NFI Group may have additional customer service policies and procedures.
ROLES AND RESPONSIBILITIES
The Executive Vice President, People and Culture is responsible for establishing and updating this policy, as and when required. They are responsible for the development, communication, implementation, and interpretation of this policy.
Employees are expected to and are responsible for becoming familiar with this policy and adhering to it.
POLICY
- MEETING COMMUNICATIONS NEEDS
We will communicate with persons with disabilities in ways that take into account their disabilities. We will train employees who communicate with persons with disabilities on how to interact and communicate with persons with various disabilities.
NFI Group will meet the visual and auditory communication needs of persons with disabilities by offering to communicate in different methods where possible, including but not limited to: reading out loud, taking extra time to explain, offering a quieter space, taking the time to understand and respond to what is needed, etc.
Signage, documents and electronic communications will use plain language.
- ASSISTIVE DEVICES
We are committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure our employees are trained and familiar with various assistive devices that may be used by persons with disabilities while accessing our goods and services.
Persons with disabilities are welcome to use their own assistive devices to remove or reduce barriers in order to access or use our goods or services. The measures and practices of the NFI Group will reasonably accommodate the use of assistive devices. In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.
- SERVICE ANIMALS AND SUPPORT PERSONS
We are committed to welcoming persons with disabilities who are accompanied by a service animal and/or a support person on the parts of our premises that are open to the public and other third parties in order to access, use or obtain our services or goods. Persons with disabilities may keep their service animal with them unless excluded by law. In such a case, employees will be trained to explain why the service animal cannot enter the space and to discuss an alternative manner of ensuring the person has meaningful access. The NFI Group will also ensure that all employees and those dealing with the public or third parties on behalf of the NFI Group are properly trained on how to interact with people with disabilities who are accompanied by a service animal/support person.
When we cannot easily identify that an animal is a service animal, we may ask a person to provide documentation from a regulated health professional.
At no time will a person with a disability who is accompanied by a support person be prevented from having access to their support person while on our premises.
- NOTICE OF TEMPORARY DISRUPTION
The NFI Group will provide people with notice in the event of a planned or unexpected disruption to the 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 posted in a conspicuous area at or near the disrupted facility or service.
- TRAINING
NFI Group provides training to all employees, those who provide goods, services or facilities on behalf of NFI Group and those who are responsible for or participate in the development or implementation of NFI Group policies.
Training content includes:
- an overview of:
- the AODA or AMA, as applicable; the requirements under the AODA Information and Communication Standard or AMA Accessible Information and Communication Standard, as applicable; and the Human Rights Code (Ontario) or The Human Rights Code (Manitoba), as applicable;
- how to interact with persons with disabilities who use assistive devices or are assisted by a support person and/or service animal;
- how to use any equipment or devices available on the premises to assist with providing goods or services to persons with disabilities; and
- what to do if a person with a disability is having difficulty accessing our goods or services.
Training is provided as soon as reasonably practicable dependent upon the position of the individual and will be provided anytime there are changes to the organization’s measures, policies and/or practices respecting accessible Customer Service.
- FEEDBACK
NFI Group welcomes feedback about the manner in which it provides goods, services or facilities to persons with disabilities. NFI Group is committed to engaging persons with disabilities in developing recommendations and strategies to address barriers to participation and ensuring NFI Group meets the diverse needs of our visitors.
If you have any comments or concerns regarding accessibility at any of the NFI Group locations listed above, we invite you to share them with us through the appropriate feedback process.
- Email: [email protected] – NFI Group will consider your comments carefully and any action taken in response to feedback will be documented. Such documentation is available upon request.
NFI Group will ensure that its processes for receiving and responding to feedback are accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communication supports upon request. NFI Group will cooperate with the person in finding a communication method that works with their restrictions.
NFI Group is committed to addressing requests for accessible formats or communications in a timely manner that takes in account the person’s accessibility needs due to disability. When we receive a request for accessible formats and/or communication support, NFI Group, in consultation with the person making the request, will provide appropriate and timely communication supports/accessible formats.