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Toyota Canada Inc.
Accessibility Policy


This policy sets forth the accessibility guidelines, standards, rules, and regulations for Toyota Canada Inc. (TCI). This policy has been drafted in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and informs how TCI will identify, remove, and prevent barriers to increase accessibility for all people with disabilities, visible or invisible.


TCI is committed to establishing and adapting this Accessibility Policy for people with disabilities to align with our organization’s accessibility initiatives and Accessibility Plan, and to meet the requirements of the Accessibility for Ontarians with Disabilities Act (AODA), Regulation 191/11: Integrated Accessibility Standards (IASR), and the Ontario Human Rights Code.

This policy applies to all operations of 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 parts and vehicle customers, prospective customers, and visitors. This policy applies to associates, new hire candidates, and volunteers.

Accessibility Statement

Toyota Canada Inc. is proud to be more than an automotive company; we are a mobility company, innovating the movement of people. Accessibility is about striving for comprehensive, inclusive solutions that result in class-leading outcomes through our people, spaces, and technology. We believe in a world where mobility for all means something different than mobility for many. Toyota is committed to actively reimagining accessibility by addressing barriers and pursuing innovative, equitable solutions that impact change within our organization and beyond.


All of our actions related to accessibility are guided by the principles of respect, equity, integration, and independence. TCI is committed to ensuring equal and inclusive access to all of our programs, services, information, and facilities.

This policy is guided by the following principles of access and inclusion:

  • Respect: all people deserve to be treated with respect, courtesy, and dignity. We respect and value the unique qualities of all individuals.
  • Equity: we strive to ensure people with disabilities are provided with equitable access, free from discrimination to our goods, services, facilities, and opportunities.
  • Integration: whenever possible, we strive to ensure that accessible options are available in the same manner or location as other options.
  • Independence: all people should have access to the autonomy of making their own choices and being responsible for themselves.

Lived Experience Consultations

People with disabilities were consulted in the development of this policy using a focus group methodology. Their feedback, comments and recommendations have been incorporated.

Training and Customer Service

TCI maintains an ongoing commitment to providing our associates, including those who develop our organization's policies and those who may provide goods, services,or facilities on behalf of TCI in Ontario, with the knowledge and tools needed to understand the vision of accessibility and inclusion within TCI as well as the applicable AODA requirements.

All associates, volunteers, TCI policy makers, and collaborative partners who provide goods, services, or facilities to TCI are provided with the necessary AODA training to ensure everyone is equipped with the knowledge to carry out their duties in alignment with this policy. Some individuals will also be provided with specific or additional training based on the duties and responsibilities assigned to them. All new associates are required to complete AODA training within the first 90 days of employment. Any updates to our accessibility policies or procedures are provided within refresher training. All records of training (including the dates of when training took place and number of individuals) are maintained and kept up to date.

Our AODA training includes, but is not limited to the following topics:

  • The AODA and the IASR, including requirements and policies related to the Customer Service Standards,
  • The Ontario Human Rights Code as it pertains to people with disabilities,
  • How to interact with and communicate with people with disabilities, including those who use equipment or assistive devices, or who may have a support person or service animal, and
  • What to do if a person with a disability has difficulty accessing our goods, services, or facilities.

Assistive Devices, Support Persons, and Service Animals

TCI welcomes associates, customers or members of the public who use a variety of different supports to access our goods, services, or facilities.

Individuals using equipment or assistive devices are welcomed within our organization. For access to specific locations, please consider contacting us in advance using the Feedback section of this policy.

We welcome those who use a service animal. Service animals include those that have completed special training to support a person with their disability, who have documentation confirming the need from a regulated health professional, and who are easily identified through visuals such as a service animal harness or vest. Guide dogs are considered to be a type of service animal.

We welcome those who are accompanied by a support person to assist them with tasks related to their disability. TCI is committed to always directing communication to the person first, rather than their support person.

We are committed to being mindful and aware of any barriers within our environments which may be problematic for individuals using assistive devices, a support person, or a service animal.

Information and Communication

Within all of our communications at TCI, we will strive to provide clear, concise materials which honour the principles of accessible communications, including plain language.

Accessible communication at TCI means that when communicating with people with disabilities we will:

  • Always take into consideration their disability and communication preferences,
  • Clearly communicate that alternate formats are available upon request,
  • Consult with the individual directly for any specific formatting requests,
  • Provide the information in a timely manner, and
  • If applicable, not charge people with disabilities any more than the regular cost charged to others.

Accessible communications include ensuring that information about TCI and its services, including safety information and communication support options, are clearly available to our associates and the public.

Websites owned and operated by TCI conform to the standards set by the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA.

Notice of Temporary Disruption

For both planned or unexpected disruptions to services or facilities which associates or customers with disabilities may rely on, TCI will notify associates or customers as soon as possible. TCI will post a notice of the disruption which will include the reason for disruption, anticipated duration of the disruption and any alternatives if available.


At TCI we believe in the value of a diverse workforce and believe that our unique abilities as individuals is what makes us stronger as a team. At TCI, accessible employment begins with our recruitment, hiring and onboarding processes.

We are committed to:

  • Ensuring that all job postings include our statement of inclusion,
  • Informing applicants that accommodations can be made during the recruitment process,
  • Consulting with applicants about their specific needs related to recruitment accommodations,
  • Notifying successful applicants of our policies for accommodating employees with disabilities when making offers of employment,
  • Maintaining documented procedures for developing individual accommodations plans,
  • Notifying all of our associates of supports available to those with disabilities,
  • Consulting with our associates directly, on the specifics of their accommodation needs,
  • Ensuring that all information and communications needed to be successful in the role are provided to our associates in a format that meets the needs of their disability,
  • Providing customized emergency plans for associates with disabilities who may need assistance or accommodations during an emergency,
  • Updating customized emergency plans whenever associates move to a different location, during their general accommodations review, and whenever TCI reviews general emergency response policies,
  • Supporting associates who have been absent from work due to a disability with accommodations to return to work, and to maintain written procedures on how to do so, and
  • Taking into account the accessibility needs of our associates during performance management, career development and redeployment processes.

Built Environment and Design of Public Spaces

At TCI we are committed to the active identification, removal, and prevention of barriers within our built environments. We are committed to ongoing assessments, audits and upgrades to our current spaces and facilities, and where possible, we strive to go beyond minimum requirements.

From an AODA perspective, we ensure any newly developed or renovated space that is accessible to the public meets the applicable provisions as related to recreational trails, exterior paths of travel, accessible parking, service counters, queuing lines and waiting areas, in addition to outdoor eating areas.

When it comes to internal TCI spaces (not otherwise captured by the AODA Design of Public Spaces Standard), we strive to go beyond minimum accessibility provisions by adapting our design methods to those that seek solutions contributing to improved, meaningful access for all, including the application of universal design principles. We strive to:

  • Ensure people with disabilities can access spaces in the same way as others,
  • Create environments that are inclusive to the diverse abilities of our people, and
  • Take into account ease-of-use, social inclusion, and participation.


Feedback, including comments or considerations from those with lived experience, is highly valuable to TCI. We welcome feedback on this policy, Accessibility Plan, or any other accessibility-related questions or concerns, including accessible customer service-related matters.

To provide feedback or to request a copy of this policy or the Accessibility Plan in an alternate format, including with communications supports, please use the following contact options. We strive to provide a response within seven business days.

Addressed to: Manager, Administrative Support Services
Phone number 416-431-8085
Mailing address 1 Toyota Place, Toronto, ON M1H 1H9

Emergency Procedures and Maintenance

Upon request, TCI can make available its emergency procedures, plans or safety information applicable to people with disabilities. We are committed to ensuring and improving the availability of preventive and emergency maintenance and procedures and notifications of temporary disruptions. We also welcome feedback from those with lived experience throughout our organization, to ensure everyone feels safe and has access to their environments as needed.

Policy Updates

This policy will be reviewed and updated every five years or sooner, if necessary to reflect changes in AODA regulations, organizational priorities or evolving best practices. All policies within TCI take into consideration associates and customers with disabilities and are founded on the principles of access and inclusion as described within this policy.

Revision Date: February 9, 2024

2024 to 2029 Multi-Year Accessibility Plan for Toyota Canada Inc.

Alternate Formats

To request a copy of this Plan or the Accessibility Policy in an alternate format, including with communications supports, please reach out to us using the following contact options.

Manager, Administrative Support Services


This multi-year Plan outlines Toyota Canada Inc. (TCI)’s commitment to compliance with the Accessibility for Ontarians with Disabilities Act (AODA) and to clearly document our actions and progress surrounding the identification, prevention, and removal of barriers within our organization.

This Plan is a snapshot which encompasses both our achievements and planned commitment to continue building our accessible future at Toyota.

Lived Experience Consultations

People with disabilities and lived experiences were consulted in the development of this Plan in the form of a Focus Group. Their thoughts, considerations and recommendations have been applied.

Accessibility Statement

Toyota Canada Inc. is proud to be more than an automotive company; we are a mobility company, innovating the movement of people. Accessibility is about striving for comprehensive, inclusive solutions that result in class-leading outcomes through our people, spaces, and technology. We believe in a world where mobility for all means something different than mobility for many. Toyota is committed to actively reimagining accessibility by addressing barriers and pursuing innovative, equitable solutions that impact change within our organization and beyond.

Our Achievements

We believe that no action is too small when it comes to shaping a more equitable and accessible future for our organization. Taking actionable steps towards this commitment is vital to our pursuit of an inclusive culture at TCI. Our teams have been dismantling barriers and are dedicated to establishing new groundwork for improved, meaningful access across for everyone when it comes to its goods, services, facilities, and opportunities.

At TCI our accessibility impacts are experienced across multiple touchpoints within our many lines of business. From our national management and administration of sales, distribution, marketing to technical support of Toyota and Toyota vehicle parts, the benefits of becoming more accessible are endless and help open the doors to greater opportunities. From our corporate and zone offices to parts and vehicle distribution centers, fostering inclusivity systematically strengthens connections within our organizational networks.

Since the publication of our previous Accessibility Plan, TCI has taken the following actions.


Fostering Disability Awareness

Fostering disability awareness and creating an understanding of accessibility is essential to TCI’s core inclusive culture initiatives. Ensuring everyone who works with us has the same level of training or specified training based on their role is important to us. We look for opportunities to weave accessibility into the daily lives of our associates (employees) by incorporating it into popular events or holidays. For example, in 2022 and 2023 we executed a disability awareness campaign connected to Halloween. We partnered with Treat Accessibly, an organization that provides helpful tips for children and adults to better engage and participate more fully without barriers. As a result, our associates learned about the initiative, received training on how to decrease barriers, and felt inspired to champion accessibility into other areas of their lives.

At TCI, we invest in ongoing types of disability-awareness training so that our associates experience accessibility in a multi-faceted way that supports and contributes to our efforts to create an inclusive culture and customer service excellence.

Another achievement furthering our disability awareness efforts includes a wheelchair basketball event with Wheelchair Basketball Canada. In partnership with a local disability support organization, Variety Village, associates participated in a wheelchair basketball tournament. This exciting opportunity allowed our associates to learn directly from people with disabilities and build awareness of accessible athletics. This initiative aligns with Toyota’s broader mission as an official sponsor of the Paralympic Games.



TCI recognizes the significance of providing our associates with disabilities a safe and welcoming platform to share their perspectives, experiences, and insights. In 2022 we created our first disability-focused employee resource group ToyotAbility.

ToyotAbility, is an associate resource group focused on disability awareness and championing accessibility. ToyotAbility runs multiple events throughout the year, with guest speakers presenting on a variety of topics related to accessibility and disability and acts as the internal “accessibility” hub for all of our associates. We presently have over 100 members and counting. To help promote ToyotAbility, board members have added taglines to their internal email signatures with a link that allows everyone to learn more information and join.

Short-term Disability

Evolving our employee-centric policies and practices ensures that our associates are supported in the right way when they need it most. In 2023, we refreshed our short-term disability program to ensure our associates are protected in various health-related situations. Our new, simplified process provides coverage during periods of temporary disability to ensure that our associates can focus on their recovery. Associates have been educated on the process and are aware of the types of support and assistance they are entitled to. The revised short-term disability program also offers various types of accommodations for our associates upon return to work. This achievement is important to us as it reflects a commitment to employee well-being, financial needs, and a supportive work environment.

Design of Public Spaces

Creating accessible environments goes beyond ramps and elevators. At TCI, we are on a journey to support meaningful access to and throughout our offices, vehicle processing centres and parts distribution centres. As this presents challenges in some of our older facilities, we have teamed up with accessibility consultants over the past five years to assess, audit, and develop solutions that will allow us to continuously work towards creating welcoming environments that feel good to work in and inspire collaboration among our associates.

Some of our specific achievements for the built environment:

  • We conducted a detailed accessibility assessment of our head office at 1 Toyota Place in Toronto Ontario,
  • We conducted a series of assessments for Rick Hansen Foundation Accessibility Certifications (RHFAC) for our offices across Canada, including:
    • Pacific regional office and West Coast Parts Distributions Centre in Richmond British Columbia,
    • Atlantic regional office in Dartmouth Nova Scotia,
    • Prairie regional office in Calgary Alberta,
    • Quebec regional office in Brassard, and
    • Montreal Vehicle Processing Centre.
  • Our newest facility in Bowmanville Ontario, the Eastern Canada Parts Distribution Centre, has proudly become RHFAC™ Accessible Gold and hosts various enhanced accessible elements such as an accessible electric car-charging station, an accessible on-site recreational pathway, and accessible egress options in the event of an emergency including areas of refuge on the 2nd Floor, and
  • We renovated our head office to create a fully-accessible entrance and modified our accessible washroom entrances with improved automatic door operators and the addition of an accessible stall.

Building our Accessible Future

At TCI we recognize the pivotal role Toyota plays as both an employer and a leading auto distributer. We believe we have the power to foster innovation and create change within the accessibility landscape and beyond. We want to continuously implement strategies and actions to dismantle barriers and enhance inclusion across our organization.

To build our accessible future, we are focused on bringing together our people, places and technology, to generate meaningful change across multiple divisions and departments.

Let’s explore some of the keyways we are planning to do this.


To further enhance our comprehensive training programs for our associates we will:

  • Pursue refreshed disability awareness and accessible customer service certification training to ensure our associates have the most up-to-date knowledge, skills, and tools to confidently champion accessibility.


To further strengthen our accessibility related initiatives for our associates we will:

  • Develop a refreshed Diversity Equity and Inclusion (DEI) Strategy to formally guide our work within this space, including specific components related to accessibility,
  • Develop a new Well-Being Program for associates, which will build a culture of wellbeing through a holistic approach that emphasizes the ‘whole’ individual incorporating proactive and preventative support in the pursuit of physical, emotional, mental, financial and social fulfillment.
  • Incorporate an associate-specific component to our Social Contribution Strategy to ensure associates have opportunities to volunteer their time in support of TCI Foundation partners, TCI Business Partnering Groups, and other eligible organizations, including disability and accessibility related organizations, and
  • Enhance our partnership with Toyota Motor North America (TMNA) to better leverage knowledge, resources and support related to accessibility.

Information and Communications

To further streamline our accessibility efforts across all forms of information and communication both internally and externally, we will:

  • Review and restructure how accessibility is organized and governed within the organization overall. This includes connecting our people, places and technology, to clearly define how various internal departments come together to deliver on our organizational commitments in an accountable manner.

Built Environment and Design of Public Spaces

To further our continuous evolution towards an accessible built environment we will:

  • Establish a plan to address barriers within the built environment for our Toronto head office,
  • Conduct a review and plan to determine the best options to remove barriers at our TCI locations,
  • Strive to achieve Rick Hansen Accessibility Gold Certifications for all newly-constructed facilities to demonstrate our commitment to go above and beyond minimum accessibility compliance requirements and work towards meaningful access for everyone, and
  • Update our Dealer Standards Guidelines with an accessibility lens, that offers helpful tips, recommendations, and best practices to support dealerships in improving, maintaining, and contributing to barrier-free environments, wherever possible.

Emergency Procedures and Maintenance

TCI is committed to ensuring preventative and emergency maintenance of accessible facilities, including but not limited to those for public use. We also have procedures in place for dealing with temporary disruptions to accessible facilities when they are not in working order, which can be referred to in our Accessibility Policy.


Feedback, including comments or considerations from those with lived experience, is highly valuable to us at TCI. We welcome feedback on this Plan, our Accessibility Policy, or any other accessibility-related questions or concerns, including accessible customer service-related matters.

To provide feedback or to request a copy of our Policy or Plan in an alternate format, including with communications supports, please use the following contact options. We strive to provide a response within seven business days.

Addressed to: Manager, Administrative Support Services
Phone number 416-431-8085
Mailing address 1 Toyota Place, Toronto, ON M1H 1H9

Revision Date: February 9, 2024

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

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Dial and Call 905 513-8200

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

Fax: (905) 513-9776

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Dial and Call 905 513-5947

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