Accessibility

Our Commitment

NOVA EV SERVICE (“NOVA,” “we,” “us,” or “our”) is committed to providing services in a way that respects the dignity, independence, integration, and equal opportunity of people with disabilities.

We aim to identify, prevent, and remove accessibility barriers and to provide reasonable accommodation in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), the Ontario Human Rights Code, and other applicable requirements.

Accessible Customer Service

NOVA will make reasonable efforts to ensure that customers with disabilities can access our services and receive a comparable level of service wherever reasonably possible.

We will communicate with customers in ways that take their disability and individual needs into account.

Customers who require assistance may contact us before visiting so that appropriate arrangements can be discussed.

Booking Assistance

If you experience difficulty using our online booking system, you may request an appointment or service information by:

• Telephone

• Email

• Another reasonably available communication method

Our team can assist with appointment requests, service information, estimates, authorization, vehicle drop-off, and pickup arrangements.

Contact us at [service email] or [phone number] for assistance.

Accessible Communication and Formats

Upon request, NOVA will provide publicly available information and communications in an accessible format or with communication support, where reasonably available and required.

Available options may include:

• Plain-language explanations

• Larger text

• Electronic documents

• Reading written information aloud

• Email or text-based communication

• Telephone assistance

• Additional time to review service information

• Assistance understanding estimates, repair recommendations, or pickup instructions

We will consult with the person making the request to determine a suitable format or support.

Accessible formats and communication supports will be provided in a timely manner and at no additional charge where required by law.

Website Accessibility

NOVA aims to make its website reasonably accessible and usable for as many people as possible.

We work to support accessibility through practices such as:

• Clear headings and page structure

• Readable fonts and colour contrast

• Descriptive link text

• Keyboard-accessible navigation where supported

• Alternative text for meaningful images

• Clearly labelled forms and fields

• Understandable instructions and error messages

• Responsive layouts for different screen sizes

• Avoiding unnecessary flashing or distracting content

• Compatibility with commonly used browsers and assistive technologies where reasonably possible

Accessibility is an ongoing process. Website content, third-party tools, booking platforms, maps, payment systems, videos, or other integrations may not always provide the same level of accessibility.

If you encounter an accessibility barrier, please tell us which page or feature caused difficulty and what format or assistance would be helpful.

Assistive Devices

Customers may use personal assistive devices when accessing NOVA’s customer areas and services, subject to reasonable safety requirements.

Automotive repair facilities contain moving vehicles, lifts, tools, electrical equipment, high-voltage systems, and restricted work areas. For safety reasons, customer access to service bays, vehicle-isolation areas, and other restricted workspaces may be limited.

When an assistive device cannot be used safely in a particular area, NOVA will work with the customer to identify a reasonable alternative where possible.

Service Animals

People with disabilities may be accompanied by a service animal in areas open to the public, unless the animal is excluded by law or a specific health or safety requirement.

Service animals may not be permitted in active repair bays, high-voltage isolation areas, or other restricted workspaces because of vehicle movement, machinery, chemicals, noise, electrical hazards, or other safety risks.

Where a service animal cannot enter a particular area, NOVA will work with the customer to identify another reasonable way to access the service.

Support Persons

Customers with disabilities may be accompanied by a support person in areas open to the public.

NOVA will communicate directly with the customer whenever possible. With the customer’s permission, service details, estimates, authorizations, invoices, or other information may also be discussed with the support person.

NOVA may request confirmation before disclosing personal, vehicle, financial, or service information to a support person.

If a support person is required for health or safety reasons, NOVA will explain the reason and discuss available arrangements with the customer.

Mobility and Vehicle Drop-Off

If a disability affects your ability to deliver, enter, exit, or collect a vehicle, please contact NOVA before your appointment.

Where reasonably possible, we will discuss arrangements such as:

• An accessible check-in process

• Additional time for vehicle drop-off or pickup

• Assistance communicating arrival

• Alternative document-signing arrangements

• Coordination with an authorized driver, support person, or towing provider

• A suitable customer meeting location

Availability depends on the facility, staffing, vehicle condition, and applicable safety requirements.

Notice of Temporary Disruption

If an accessibility feature or service normally available to customers is temporarily unavailable, NOVA will provide notice where reasonably possible.

The notice may include:

• The reason for the disruption

• The expected duration

• Available alternative services or arrangements

• Contact information for assistance

Notice may be provided on our website, at the facility, by email or telephone, or through another appropriate method.

Emergency and Safety Information

NOVA will provide publicly available emergency and safety information in an accessible format or with communication support upon request, as soon as reasonably practicable.

Accessibility accommodations do not override workplace, fire, electrical, high-voltage, or vehicle-safety requirements. Where a requested accommodation cannot be provided safely, NOVA will explain the concern and work to identify a reasonable alternative where possible.

Employee Training

NOVA provides accessibility training to employees, volunteers, and other persons as required for their duties and applicable law.

Training may include:

• Accessible customer service

• Communicating with people with different disabilities

• Assistive devices, service animals, and support persons

• Responding to accessibility barriers

• Applicable AODA and Ontario Human Rights Code requirements

• Changes to NOVA’s accessibility practices

Feedback and Accommodation Requests

NOVA welcomes feedback about the accessibility of our website, communications, facility, and customer service.

You may contact us to:

• Request an accommodation

• Request information in an accessible format

• Report an accessibility barrier

• Suggest an accessibility improvement

• Ask a question about this Accessibility Statement

Please include the type of assistance or format you need. You are not required to disclose a diagnosis. We may ask only for information reasonably necessary to understand and respond to the accommodation request.

NOVA will review accessibility feedback and respond within a reasonable period. Responses will be provided in an accessible format upon request.

Contact Us

Accessibility questions, requests, and feedback may be directed to:

NOVA EV SERVICE
[Legal company name]
[Business address]
[Accessibility or service email]
[Phone number]

If you require assistance before visiting, please contact us in advance so we can discuss suitable arrangements.

Changes to This Statement

NOVA may update this Accessibility Statement to reflect changes in our services, facility, technology, accessibility practices, or legal requirements.

The current version will be posted with its effective date.