Accessibility Standard for Customer Service

Assistive Devices

U-Haul Canada is committed to effectively serving persons with disabilities who use assistive devices to obtain, use or benefit from our goods and services.

U-Haul Canada will inform customers of the assistive devices that are available at their various locations and ensure team members know how to use them.

Use of Service Animals and Support Persons

Persons with disabilities may bring their service animal to premises that are open to the public.  U-Haul Canada will ensure that all team members, dealing with the public are trained how to interact with persons with disabilities who are accompanied by a service animal.

Any person with a disability who is accompanied by a support person will be allowed to enter premises open to the public.  At no time will a person with a disabilty who is accompanied by a support person be prevented from having access to that person while on our premises.  Fees will not be charged for support persons.

Feedback Process

The goal of this policy is to meet service delivery expectations while serving customers with disabilities.  Comments on how well those expectations are being met are welcomed and appreciated.

Customers who wish to provide feedback on how U-Haul provides goods and services to people with disabilites can do so by clicking here. 

All feedback will be directed to U-Haul Canada head office and customers can expect to hear back within three business days.

Complaints will be addressed according to U-Haul's regular complaint management procedures.

Communication

U-Haul Canada will communicate with people who have disabilities in a way that takes their disability into account.  Team members will communicate using methods that enable people with disabilites to use, receive and request U-Haul goods, services and facilities.

Team members who communicate with customers will be trained on how to interact and communicate with persons who have various types of disabilites.

Notice of Temporary Disruptions

In the event of a planned or unexpected disruption to servies or facilities for customers with disabilities rentals, returns, products or customer service; U-Haul will notify customers promptly.  This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services if available.  The notice will be placed at the front entrance of the location.

Modifications to this or other policies

U-Haul Canada is commited to ensuring that their customer service policies, practices and procedures respect and promote the dignity and independance of all persons with disabilities.  Therefore, no changes will be made to this policy before considering the impact on persons with disabilities.  Any policy of U-Haul Canada that does not respect and promote the dignity and independance, integration and equal opportunity of person with disabilities will be modified or removed.

Questions about this policy

The goal of this policy is to help achieve service excellence to customers with disabilities.  If you have any questions, concerns or requests, click here.