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Toyota Canada Inc.
Accessibility Policy


This document defines the Company policy in relation to activities to meet the accessibility needs of persons with disabilities who deal with Toyota Canada Inc. with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).

This policy was developed to identify, remove and prevent barriers and increase accessibility for persons with disabilities in the areas of information, communications and employment.


This policy applies to all Ontario operations of Toyota Canada Inc. (TCI) that have contact with or may interact with members of the public or other third parties who are in receipt of Toyota Canada’s goods or services, such as our dealerships and their staff (our “customers"), parts and vehicle customers, prospective customers and visitors. This policy applies to Associates and potential hires as well.


TCI is committed to taking all reasonable steps to meet the accessibility needs of persons with disabilities in a timely manner and to treating all people in a way that allows them to maintain their dignity and independence. Toyota Canada Inc. will follow the timeline in the regulations to the extent that is practicable.

Toyota Canada is committed to excellence in serving all customers including people with disabilities and we will carry out our functions and responsibilities in the following areas to ensure the needs of the disabled are considered:

  • We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with customers and the public and third parties on how to interact and communicate with people with various types of disabilities.

    Our public and third parties facing websites, including web-based applications, significantly refreshed since January 1, 2014 conform to World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) - making WCAG 2.0 Level A compliant.

    Content providers and developers will be informed of the need to ensure websites are compliant with WCAG2.0 Level AA by January 1, 2021.

  • We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly.

    We will offer to communicate with customers by email, or other alternate methods, if telephone communication is not suitable to their communication needs or is not available.

  • We are 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 and other third parties. We will also ensure that all staff who deal with the public and third parties are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

    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 be allowed to enter the parts of our premises that are open to the public and third parties 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

  • Toyota Canada will provide training on the Human Rights regulations and Accessibility Regulations to all Ontario based Associates as well as those other persons who provide goods, services or facilities on behalf of TCI in Ontario. (e.g. Car show and ride and drive personnel)

    Training will be provided based upon the duties of the Associate and will be provided as soon as practicable upon commencing their duties and will include the following:

    • The Accessibility for Ontarians with Disabilities Act, 2005 and the Human Rights code as it pertains to Persons with disabilities.
    • How to interact and communicate with people with various types of disabilities
    • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
    • What to do if a person with a disability is having difficulty in accessing Toyota Canada’s services
    • Toyota Canada’s policies, practices and procedures relating to the customer service and integrated accessibility standards

    Applicable staff will be trained on policies, practices and procedures that affect the way our services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures. Records will be maintained of training provided for a minimum of 3 years.

  • The ultimate goal of Toyota Canada is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

    Feedback regarding the way Toyota Canada provides services to people with disabilities can be made by telephone ( Dial and Call 1-888-869-6828 or Dial and Call 416-438-1179; email via Us); and regular mail at One Toyota Place, Toronto, Ontario, M1H 1H9, Attention: National Manager, Customer Support & Service Operations. Customers can expect to hear back in 2 business days.

    If other methods for feedback are required, then, upon request, TCI will arrange for such feedback formats.

  • We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to any policy before considering the impact on people with disabilities.

  • When an Associate discloses a disability that may impair their ability to respond to emergency situations, TCI will work with the Associate to develop a documented plan to remove barriers for their safe exit/response to probable incidents. The Associate is required to notify Human Resources of changes that require these plans to be updated.

  • When TCI implements interactive electronic terminals (Self-Service Kiosks) for public and third parties use, the design and implementation will consider persons with disabilities.

  • Advertising for jobs will include a statement regarding availability of accommodation for applicants with disabilities in the recruitment process.

    When applicants are selected to participate in an assessment or selection process or when given offers of employment, the applicant shall be notified that accommodations are available upon request in relation to the materials or processes to be used.

  • In accordance with AODA Regulations, accessibility planning will be developed, implemented and documented to ensure the removal of barriers to promote the accessibility for the disabled.

    This plan will be posted on the internal website as well as the external public and third parties facing website as required. The Plan will be reviewed and updated every 3 years or as required by regulations. This plan can be requested in alternate formats.

    Individual Associates who require accessible formats or communication support will be accommodated to the extent practicable upon request.

  • TCI will develop and have in place a documented return to work process for its Associates who have been absent from work due to a disability and who require disability-related accommodations in order to return to work.

    The return to work process will outline the process to facilitate the return to work and will include documented individual accommodation plans as part of the process as required

    This return to work process will supplement other processes created by or under other statutes (e.g., the Ontario Workplace Safety Insurance Act, 1997).

  • By January 2016, TCI will take into account the accessibility needs of Associates with disabilities, as well as individual accommodation plans, when conducting performance management, providing career development and advancement to Associates, or when redeploying Associates.

  • For those limited areas that are intended for public access, TCI will consider accessibility requirements when making new areas or major renovations to existing areas. These spaces can include accessible parking, outdoor paths, ramps, stairs, outdoor public eating areas, and service related elements such as service counters.

Revision Date: June 8, 2015

Multi-Year Accessibility Plan

Accessibility Plan and Policies for Toyota Canada

This 2014-21 accessibility plan outlines the policies and actions that Toyota Canada will put in place to improve opportunities for people with disabilities.

Toyota Canada is responsible for the national management and administration of sales, distribution, marketing, technical and servicing support of Toyota and Toyota vehicles and parts. Toyota Canada is not responsible for accessibility requirements at Toyota and Toyota Dealerships. This plan impacts our end customers, Dealers, delivery personnel, and visitors to the Head Office, Toronto Parts Distribution Centres and Toronto Vehicle Distribution Centre as well as all Toyota Canada Inc. interactions with the public at events such as car shows, exhibits, ride and drives and trade shows.

Statement of Commitment

Toyota Canada is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005. Toyota Canada has created a policy to reflect this commitment and intentions.

Accessible Emergency Practices

Toyota Canada is committed to providing the Associates and Contractors with disabilities with individualized emergency response information as required.

For the limited number of areas within Toyota Canada that are accessible to the public, emergency information is posted. Key public areas are also within visual line of sight of security personnel who have been trained to ensure all personnel are evacuated safely when required. Additional emergency warning equipment has been added to defined areas where Associates with known disabilities commonly work to ensure they will be notified at the same time as all others at times of emergency.

When it is disclosed that an Associate has a requirement that requires special attention during an emergency, a plan will be developed in conjunction with Human Resources and Administration and the pertinent person’s Manager to ensure the safety of that person during an emergency. The plan will be documented and kept with Human Resources in the person’s file.


Toyota Canada will provide training to Associates on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers and other staff members.

Toyota Canada will take the following steps to provide Associates with the training needed to meet Ontario’s accessible laws:

  • Implement a training Health and Safety Management System software.
  • Approve and publish the AODA Policy on the website.
  • Modify the existing AODA training to include the policy and Toyota Canada Inc. needs.
  • Roll out the training to all Ontario Associates and contractors.
  • Track training participation using weekly reports for the first 4 weeks and monthly for the next 4 months.
  • Make this training mandatory for all new Associates as part of their onboarding.


Toyota Canada will take the following steps to ensure employees consider the needs of people with disabilities when designing, procuring or acquiring self-service kiosks:

  • As the primary contacts with the public, Marketing, Corporate Planning and Communications and Purchasing departments will be specifically notified of the requirements to make kiosks accessible.
  • A general email will be sent out to all departments indicating the need to make kiosks accessible should other departments decide to implement a public campaign.
  • Our key service and construction vendors will be made aware of the requirement to ensure that any kiosks they are involved in will be properly accessible.
  • Personnel working at the kiosks will require that they be trained in AODA as a requirement of being hired. If they are not previously qualified, they will be trained prior to exposure to the public.

Information and Communications

Toyota Canada is committed to meeting the communication needs of people with disabilities. Toyota Canada will take the following steps to make all new websites and content on those sites conform with WCAG 2.0, Level A by January 1, 2014:

  • There are no specific plans to revise, but it is intended to be revamped in 2016.

Toyota Canada is already accessible by phone, email and mail as well as in person to ensure feedback processes are accessible to people with disabilities upon request by January 1, 2015.

Toyota Canada will take the necessary steps to make all websites and content conform with WCAG 2.0, Level AA by January 1, 2021.


Toyota Canada is committed to fair and accessible employment practices.

By January 1, 2016, Toyota Canada will take the following steps to notify the public and staff that, when requested, Toyota Canada will accommodate people with disabilities during the recruitment and assessment processes and when people are hired:

  • All job advertisements will include the statement (where space allows) indicating that Toyota Canada is an equal opportunity employer.
  • Human Resources personnel will receive the AODA training to ensure they are aware of the needs of the disabled.
  • Toyota Canada has for many years had an accommodation plan that allows return-to-work programs to be implemented to ensure a full and healthy return to the work force.

We will continue to ensure the accessibility needs of employees with disabilities are taken into account during performance management, career development and redeployment processes.

Toyota Canada will continue to take the following steps to prevent and remove other accessibility barriers identified:

  • Ongoing Joint Health and Safety Committee audits, Human Resources input as well as requests from Associates will be reviewed by Administration and other departments as required to ensure the identified barriers are removed to the extent possible.

Design of Public Spaces

Toyota Canada will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. Public spaces are defined in the act as:

  • Recreational trails/beach access routes
  • Outdoor public eating areas like rest stops or picnic areas
  • Outdoor play spaces, like playgrounds in provincial parks and local communities
  • Outdoor paths of travel, like sidewalks, ramps, stairs, curb ramps, rest areas and accessible pedestrian signals
  • Accessible off street parking
  • Service-related elements like service counters, fixed queuing lines and waiting areas

Toyota Canada has very few public areas, but will ensure the front lobby, PDC pick-up locations and counters are accessible when renovation are initiated in these areas. Toyota Canada will develop plans for the implementation of ramps and elevators in areas of the company which are not fully accessible when significant renovations occur.


For more information on this accessibility plan, please contact Toyota Canada Inc. by phone at Dial and Call 416 438-6320 or by email at

Toyota Financial Services
Accessibility for Persons with Disabilities

At Toyota Financial Services ("TFS"), we respect an individual's rights to equal access to our services free from discrimination. Our goal is to reflect and promote the principles of dignity, independence, equality of opportunity and integration.

View TFS’ Customer Service Standards Policy Statement

Download the PDF

View TFS’ Multi-Year Accessibility Plan

Download the PDF

Contact Toyota Financial Services

Toyota Financial Services Logo


Dial and Call 905 513-8200

Toll-Free: Dial and Call 1-800-661-3062

Fax: (905) 513-9776

Hours of Operation:
Local Time


Dial and Call 905 513-5947

Hours of Operation:
Eastern Standard Time


Toyota Credit Canada Inc.
80 Micro Court, Suite 200,
Markham, Ontario, Canada,
L3R 9Z5
Customer Service Manager