As Canada’s leader in mobility and home accessibility, we improve the lives of our clients every day with solutions that we deliver professionally, consistently and with integrity. We are committed to providing the best client experience for people of all abilities and feel it a privilege to work with our clients and members of their circle of care to make life accessible.

Our Commitment

In fulfilling our mission, Motion is committed to providing our goods and services in a way that respects the dignity and independence of people with disabilities. We are committed to excellence in serving all our clients equally and will carry out our functions and responsibilities in the following areas:​

Communication

• We ensure that we communicate with people with disabilities in ways that take into account their disability.
• We train employees who communicate with our clients on how to interact and communicate with people with various types of disabilities.
• We provide information and communications in accessible formats upon request. Requests can be submitted at the local Motion site or via Motion’s National Office.

Telephone services

• We train employees to communicate with clients over the telephone in plain language and to speak clearly.
• We offer to communicate with clients by email if telephone communication is not suitable to their communication needs or is not available.

Assistive devices

• We ensure that all our locations are fully accessible for people using any assistive device.
• We ensure employees are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our goods and services.

Billing

• We are committed to providing accessible invoices to all of our clients. Invoices are provided in alternative formats upon request.
• We answer any questions clients may have about the content of the invoice in person, by telephone or email.​

Service animals

• We are committed to welcoming people with disabilities who are accompanied by a service animal on parts of our premises that are open to the public and other third parties.
• While visiting Motion, it is the responsibility of the person with a service animal to maintain control and care of the animal at all times.
• If it is not readily apparent that the animal is being used for reasons relating to their disability, Motion may request verification.

Support person

• We are 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 at no time be prevented from having access to their support person while on our premises.

Notice of temporary disruption

• We will make reasonable effort to provide clients with notice in the event of a disruption to our facilities or services 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.
• We will not be able to give adequate notice in case of an emergency temporary disruption.
• This notice will be posted at the entrance and the service counter of the affected location as well as on Motion’s social media pages.

Training for associates

• We will provide training to all associates to whom this policy applies as required by the Accessibility Standards for Customer Service.
• This training will be provided to associates as part of orientation for new hires and on a continuing basis as required.
• The amount, timing and format of training will depend on the person’s interaction with clients.
• A record of training received by employees will be held by Motion’s National Office.
• Training will include:
  1. An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
  2. An overview of the Accessibility for Ontarians with Disabilities Act – Integrated Accessibility Standards Regulation;
  3. An overview of the Accessibility Standards for Customer Service in the Workplace (for employees in Alberta, British Columbia, and Saskatchewan)
  4. Motion’s plan related to the customer service standard;
  5. How to interact and communicate with people with various types of disabilities;
  6. How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person;
  7. How to use equipment available on-site or otherwise that may help with providing goods or services to people with disabilities;
  8. What to do if a person with a disability is having difficultly accessing Motion’s goods and services.

Feedback process

• Comments on our services regarding how well our clients’ expectations are being met are welcomed and appreciated.
• Feedback regarding the way we provides goods and services to people with disabilities can be provided by phone, email and mail directly to the Motion site or to Motion’s National Office.
• We provide communications in accessible formats upon request. Requests can be submitted at the local Motion site or via Motion’s National Office.
• All feedback submitted to our National Office will be directed to our Regional Directors and members of our Executive Team.​

Modifications to this policy or other policies

• We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities.
• No changes will be made to this policy or other policies before considering the impact on people with disabilities.
• Any policy that does not respect and promote the dignity and independence of people with disabilities will be reviewed and modified.

Questions about this policy

The purpose of this policy is to provide a framework through which Motion can achieve service excellence for people with disabilities. If anyone has questions about this policy, please contact:

Motion LP – National Office

72 Carnforth Road, Toronto, ON M4A 2K7

1 (888) 222-2172, contact@motioncares.ca