Accessibility for Ontarians with Disabilities
Statement of Commitment
Clutch is on a mission to revolutionize the way people buy and sell used cars. We are committed to providing a barrier-free and integrated environment so that everyone has equal access to the products and services that Clutch provides. We’re committed to meeting the needs of people with disabilities, and will ensure that we comply with the standards under the Accessibility for Ontarians with Disabilities Act (AODA) in a timely fashion.
Accessibility Policy
Purpose: We have created an Accessibility Policy (“Policy”) to fulfil the goal of the AODA which is to create a more accessible Ontario by identifying and, to the extent possible, preventing and eliminating barriers experienced by any persons with a disability including employees of Clutch and members of the public. Our Policy is also designed to comply with the Customer Service Standards (the “Standards”) to ensure goods and services are, where possible, equally accessible to every member of the public.
Application: Our Policy applies to all Clutch services provided to the public and to everyone at Clutch who provides services to the public.
Core Principles of Our Policy: We endeavour to ensure that our Policy and related practices and procedures are consistent with the following principles:
- Dignity: Persons with a disability should be treated as valued customers, as deserving of high-quality service as anyone else.
- Equality of Opportunity: Persons with a disability should be given opportunities equal to those given to others to obtain, use, and benefit from our goods and services.
- Integration: Wherever possible, persons with a disability should benefit from our goods and services in the same or similar place and in the same or similar manner as any other customer. In circumstances where integration does not serve the needs of a person with a disability, goods and services should, to the extent possible, be provided in another way that takes into account the person’s individual needs.
- Independence: Goods and services should be provided in a way that respects the independence of persons with a disability. While we should always be willing to assist a person with a disability, we should not do so without the express permission of that person.
Clutch is committed to providing excellent customer service, including to customers with disabilities, and we will carry out our functions and responsibilities as follow
Communication
We will communicate with people with disabilities in ways that take their needs into account. We will work with each person with a disability to determine what method of communication works best for them.
Assistive Devices
People with disabilities may use their personal assistive devices when accessing our goods, services or facilities. 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
We are committed to welcoming people with disabilities who are accompanied by a service animal. We will also ensure that staff are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
Support Persons
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 Clutch’s premises with their support person. 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 facilities.
Training for Staff
Clutch will provide training to all staff; to individuals who provide goods or services on behalf of Clutch; and to individuals involved in the development of our customer services, our policies, and/or our procedures. Training will include:
- Reviewing the purpose and requirements of the AODA and its Customer Service Standards, as well as the practices and procedures of Clutch’s Accessibility Policy;
- How to interact and communicate with people with various types of disabilities;
- How to interact and communicate with people with disabilities who use an assistive device or require the assistance of a service animal or support person;
- How to use the assistive devices available on our premises; and
- What to do if a person with a disability is having difficulty in accessing Clutch’s goods and services.
Training will be provided as soon as practicable after a person is hired or assigned to applicable duties and on an ongoing basis when changes are made to this Policy. Records of the training provided shall be maintained in accordance with the requirements of the Standards.
Feedback Process
Clutch welcomes feedback on how we provide products and services to people with disabilities. Those who wish to provide feedback can email us at support@clutch.ca.
All feedback, including complaints, will be handled promptly. Clutch will make sure its feedback process is accessible to people with disabilities by providing or arranging for accessible formats and/or communication support upon request.
Modifications to This or Other Policies
We are committed to developing customer service policies that respect and promote the principles of dignity, independence, integration, and equal opportunity for people with disabilities. Therefore, no changes will be made to this Policy before considering the impact of those changes on people with disabilities. Any Clutch policy that does not promote the dignity and independence of persons with disabilities will be modified or removed.
Questions About This Policy
This Policy exists to achieve service excellence to customers with disabilities. If anyone has a question about our Policy, or if the purpose of our Policy is not clear, you may email us at support@clutch.ca. This Policy is available in alternative formats upon request.
Multi-Year Accessibility Plan
Past Achievements in Removing and Preventing Barriers
Recruitment and Employment
Clutch is committed to fair and accessible employment practices. We provide an accessible candidate experience and offer accommodations and adjustments throughout the interview process and beyond, upon request.
Feedback
Clutch welcomes feedback on the accessibility of our recruitment, products and services.. Customers and prospective employees can provide feedback to support@clutch.ca, where we will integrate suggestions into our practices to ensure we are providing an accessible environment to all.
Strategies and Actions
In addition to complying with the AODA and its Customer Service Standards, Clutch will continue to work to meet the Web Content Accessibility Guidelines and continuously review our progress towards WCAG 2.0 Level AA in accordance with Ontario’s accessibility laws.
Recognizing that as technology evolves more options will be available to improve accessibility, Clutch is committed to conducting regular audits on both our content, policies, goods and services to ensure that we are providing the best possible products and service to our customers.
