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Accessible Customer Service Policy

Accessibility for Ontarians with Disabilities Act (AODA)

Accessible Customer Service Policy
Voyageur Transportation Services is committed to providing accessibility and equitable customer service all our customers. Our policies and procedures are aligned with the core principles of independence, dignity, integration and equality.  Voyageur has developed and implemented policies to achieve accessibility through meeting the requirements of the Accessibility for Ontarians with Disabilities Act (AODA), 2005 and its regulations.
 
It is the policy of Voyageur Transportation to ensure that each of our locations provides accessible and equitable customer service to all of our valued customers. 
 
This policy applies to all Voyageur Transportation Services divisions, locations and subsidiaries. This policy applies to all employees, Independent Contractors, employees of the Independent Contractor, students, volunteers, or any other individual performing work or providing services on behalf of Voyageur Transportation Services.
 
Voyageur Transportation is committed to meeting the accessibility needs of persons with disabilities in a timely manner, and in a way that takes into consideration the accessibility of the individual based on the type of disability. We can provide alternate formats and communication supports to individuals upon request and provide notice that these alternate formats and supports are available.
 
The Company’s multi-year Accessibility Plan for removing barriers in our workplace and for the provision of goods and services to our customers and other third parties plan is posted on our website (www.voyageurtransportation.ca) and is available in an accessible format upon request. VTS commits to reviewing this plan regularly, at least once every five years. 
 
Voyageur Transportation’s Commitment
  • ensure all customers receive the same value and quality of service by implementing a Customer Feedback Process;
  • allow customers with disabilities to do things in their own ways, at their own pace as long as this does not present a safety risk;
  • use alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
  • permit persons with disabilities to use assistive devices, support persons and service animals as required;
  • encourage open communication with persons with disabilities and communicate in a manner that takes into account the customer's disability; and
  • provide notice of planned or unexpected disruption/inaccessibility in the Company’s facilities or services.
Training 
Training will be provided to all individuals to whom this policy applies during orientation and/or in online training format as soon as practicable by Human Resources. Human Resources will keep records of training, including the dates training was provided and the names of individuals who attended the training.
 
Voyageur will ensure that all training provided is tailored to suit each person’s role within the Company and that training includes the following:
  • A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005. 
  • The requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
  • Instructions on how to interact and communicate with people with various types of disabilities.
  • VTS policies, procedures and practices relating to the provision of service to persons with disabilities. 
  • Information on how to interact with people with disabilities who use assistive device or require the assistance of a service animal support person
  • Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
  • Instructions on what to do if a person with a disability is having difficulty accessing VTS services.
  • Information on how to comply with the Ontario Human Rights Code as it pertains to persons with Disabilities.      
 
Use of Service Assistive Devices, Service Animals and Support Persons
Assistive Devices
Persons with disabilities may use their own assistive devices as required. In cases where the assistive device presents a safety concern or where accessibility might be an issue, reasonable measures will be used to ensure access.  
 
Guide Dogs, Service Animals and Service Dogs
A customer with a disability that is accompanied by a service animal will be allowed access to premises that are open to the public unless otherwise excluded by law. The customer accompanied by a service animal is responsible for maintaining care and control of the animal at all times. 
 
If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, VTS may request verification from the customer. Verification includes: 
  • a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability; 
  • a valid identification card signed by the Attorney General of Canada 
  • a certificate of training from a recognized guide dog or service animal training school. 
 
Support Persons
If a customer with a disability is accompanied by a support person, Voyageur will ensure that both persons are allowed to enter the premises and/or access services together. In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.  
 
Notice of Disruptions in Service/Inaccessibility of Locations
Service disruptions and/or inaccessibility of a location may occur. Reasonable efforts will be made to provide advance notice. When disruptions occur, Voyageur will provide notice by placing notices in relevant conspicuous locations on Voyageur premises and/or vehicles, on the website and by any other method reasonable under the circumstances.
 
The following information will be included in the posting unless it is not readily known:
  • goods or services that are disrupted or unavailable;
  • reason for the disruption and anticipated duration; 
  • a description of alternative services or options.
 
Emergency Response Information
Voyageur will provide and make available in an accessible format or with appropriate communication supports, upon request, information about emergency response plans or public safety to persons with disabilities. 
 
Customer Feedback Process
Voyageur Transportation welcomes and values customer feedback. Voyageur Transportation will investigate and respond to all complaints relating to such services in a timely, thorough and objective manner. All customers can submit feedback or questions to hrfeedback@voyageurtransportation.ca or by calling 1-800-263-7163 extension 275. 
 
The Customer Feedback Form is available in accessible formats and with communications supports, upon request at any of our locations.
  
Customers that provide formal feedback will receive acknowledgement of the feedback, along with any resulting actions based on the feedback submitted. Voyageur will log all feedback from customers and address concerns promptly. Resulting actions based on concerns will be provided back as soon as practicable following feedback submission.
 
Administration and Approval
If you have any questions or concerns about this policy or its related procedures please contact:
 
For more information on AODA, please refer to:
Accessibility for Ontarians with Disabilities Act (AODA), 2005:
 
Customer Service Standards: