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Customer Service Standard Regulation

This standard outlines what organizations must do to provide their goods and services in ways that are accessible to persons with disabilities. This standard came into force on January 1, 2008.

The University must provide an annual Accessibility Plan. A Comprehensive Strategic Framework for Accessibility was developed to allow the Accessibility Coordination Team to develop an Accessibility Plan that serves the university. Within that framework, a Customer Service Working Group was formed.

Customer Service Training

To ensure that the University achieves regulatory compliance with the Accessibility for Ontarians with Disabilities Act, 2005, everyone who interacts on its behalf with the public must be trained in accessible customer service. An online training course is available to all faculty, staff, student leaders, managers, department heads and senior administrators.

For more information, to  begin online training, or to check the status of your training please visit the website of the Equity Office.

Ontario Regulation 429/07 section 6 Training for staff, etc.

Details

Compliance Timeline: For large designated public sector organizations, January 1, 2010.

The Standard States:

(1)  Every provider of goods or services shall ensure that the following persons receive training about the provision of its goods or services to persons with disabilities:

  1. Every person who deals with members of the public or other third parties on behalf of the provider, whether the person does so as an employee, agent, volunteer or otherwise.
  2. Every person who participates in developing the provider’s policies, practices and procedures governing the provision of goods or services to members of the public or other third parties.

(2)  The training must include a review of the purposes of the Act and the requirements of this Regulation and instruction about the following matters:

  1. How to interact and communicate with persons with various types of disability.
  2. How to interact with persons with disabilities who use an assistive device or require the assistance of a guide dog or other service animal or the assistance of a support person.
  3. How to use equipment or devices available on the provider’s premises or otherwise provided by the provider that may help with the provision of goods or services to a person with a disability.
  4. What to do if a person with a particular type of disability is having difficulty accessing the provider’s goods or services.

(3)  The training must be provided to each person as soon as practicable after he or she is assigned the applicable duties.

(4)  Training must also be provided on an ongoing basis in connection with changes to the policies, practices and procedures governing the provision of goods or services to persons with disabilities.

(5)  Every designated public sector organization and every other provider of goods or services that has at least 20 employees in Ontario shall prepare a document describing its training policy, and the document must include a summary of the contents of the training and details of when the training is to be provided.

(6)  Every designated public sector organization and every other provider of goods or services that has at least 20 employees in Ontario shall keep records of the training provided under this section, including the dates on which the training is provided and the number of individuals to whom it is provided.

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