Customer Service Policy: Providing Goods and Services to People with Disabilities

1. Introduction and Purpose

The purpose of this policy is to outline responsibilities of employees, volunteers and others who deal with the public or third parties on behalf of Loyalist College in providing goods and services to people with disabilities, in compliance with the Accessibility for Ontarians with Disabilities Act, 2005.

2. Application

This policy applies to all employees, contractors, volunteers and others who deal with the public or other third parties who act on the College’s behalf.

3. Definitions

Accessible Formats: Formats that are an alternative to standard print and are accessible to people with disabilities. Accessible formats may include large print, Braille, recorded audio and electronic formats such as DVDs, CDs, screen readers, etc.

Communications: The term communications as it is used in the Information and Communications Standard refers to the interaction between two or more people or entities when information is provided, sent or received.

Communication Supports: The term supports as it is used in the Information and Communications Standard refers to supports that individuals with disabilities may need to access information. Some examples include plain language, sign language, as well as reading the information out loud to a person with vision loss, adding captioning to videos, or using written notes to communicate with someone who has hearing loss.

The Ontario Human Rights Code defines “Disability” as:

• any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes, mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
• a condition of mental impairment or a developmental disability;
• a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
• a mental disorder; or
• an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997

4. Policy Statement

• 3.1 Our commitment
  • Loyalist College strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner, in the same place, and in a similar way as other customers.
  • Loyalist College is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. All Loyalist policies and procedures will be developed or updated in such a manner as to respect and promote the dignity and independence of people with disabilities.

5. Providing Goods and Services to People with Disabilities

Loyalist College is committed to excellence in serving all customers including people with disabilities. This commitment is demonstrated in the areas of:

• 5.1 Communication
  • We communicate with people with disabilities in ways that take into account their disability.
  • We train staff who communicate with customers on how to interact and communicate with people with various types of disabilities.
• 5.2 Telephone Services
  • We are committed to providing fully accessible telephone service to our customers. We train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.
• 5.3 Assistive Devices
  • We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services

6. Procurement

We incorporate accessibility criteria and features when procuring or acquiring goods, services or facilities, including self-service kiosks. If it is not possible and practical to do so, we will provide an explanation upon request.

• 6.1 Billing
  • We are committed to providing accessible invoices to all of our customers. Invoices will be provided in alternative formats upon request. We will answer any questions customers may have about the content of the invoice in person, by telephone or email.

7. Use of Service Animals and Support Persons

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal. Refer to ADMIN 122 Service and Support Animals on Campus.

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 Loyalist College’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

8. Notice of Temporary Disruption

Loyalist College provides customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

9. Training

Loyalist College provides training to all employees, volunteers and others who deal with the public or other third parties on our behalf. Training is developed and delivered in various formats to all staff including administrators, support staff and faculty, all full time and part time staff as well as all volunteers.

Training will include the following:

• the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
• how to interact and communicate with people with various types of disabilities;
• how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person;
• how to learn about the use of various assistive devices;
• what to do if a person with a disability is having difficulty in accessing Loyalist College’s goods and services; and

Loyalist College’s policies, practices and procedures relating to the customer service standard.

Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

10. Feedback

Loyalist College welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns. On the College’s public website Accessibility page, https://www.loyalistcollege.com/about/accessibility-and-aoda/, students, employees and the public will see the following information to provide feedback.

At Loyalist College, our policies exist to achieve excellence for our students, employees and members of the public. Questions or requests for alternative formats may be directed to the Manager of the AccessAbility Centre at Loyalist College at: accessibilityfeedback@loyalistcollege.com or by calling (613) 969-1913, ext. 2168, TTY 613-962-0633.

11. Related Documents or Links

• ADMIN 119 Accessibility Standards – Accessibility for People with Disabilities
• ADMIN 122 Service and Support Animals on Campus

12. References

• Accessibility for Ontarians with Disabilities Act, 2005
• Ontario Human Rights Code

This policy is available in other formats upon request.