Customer services
Overview
The University is committed to providing persons with disabilities the same opportunity to access its services in the same location and in a similar way as these services are available to all others we serve.
Scope
- Services provided to the university community: The Customer service standard applies to every designated public sector organization and to any other person or organization providing goods or services to members of the public or other third parties and that has at least one employee in Ontario.
- Educational services: Education, in its broadest sense, is a “service” within the meaning of the Ontario Human Rights Code. At the higher levels of education, the scope of formal “educational services” include the mastery of knowledge, academic standards, evaluation and accreditation. (Source: Guidelines on accessible education (2004) – Ontario Human Rights Commission).
Roles and responsibilities
- The Policy 119 – Accessibility outlines responsibilities related to accessibility at the University of Ottawa to ensure the University meets the requirements of accessibility legislation in Ontario.
- The Academic Regulation I-16 - Academic Accommodations outlines how the University of Ottawa meets its legal duty to accommodate in relation to academic accommodation for students and student applicants with disabilities under the Ontario Human Rights Code.
Requirements
Accessible formats of information and communication supports
Overview
All employees, volunteers and other persons who provide goods, services or facilities on behalf of the University of Ottawa are required to:
- Upon request, provide or arrange for the provision of accessible formats of information and communication supports for persons with disabilities:
- in a timely manner that takes into account the person’s accessibility needs due to disability and
- at a cost that is no more than the regular fee charged to other persons
- Consult with the person making the request to determine the suitability of an accessible format or communication support
- Notify the public about the availability of accessible formats of information and communication supports
Who is subject to this standard?
- All uOttawa support staff, teaching staff, volunteers and any other persons or organizations providing goods or services to members of the University community, the general public or other parties on behalf of the University
Requirements
Some people use methods other than standard print to access information. Some communicate in ways other than the spoken word.
Alternatives to standard print are often referred to as “accessible formats”, and methods to assist communication are referred to as “communication supports”.
To be accessible to people with disabilities, organizations must be able to provide and to receive information and communications in an accessible manner.
There are many ways to do this, here are some examples:
- accessible electronic formats such as HTML and MS Word
- Braille
- accessible audio formats
- large print
- text transcripts of visual and audio information
- reading the written information aloud to the person directly
- exchanging hand-written notes (or providing a note taker or communication assistant)
- captioning or audio description
- assistive listening systems
- augmentative and alternative communication methods and strategies such as the use of letter, word or picture boards, and devices that speak out messages
- sign language interpretation and intervenor services
- repeating, clarifying, or restating information
The requirement only applies to information and communications that an organization controls directly or indirectly through contractual relationships. The requirement does not apply to information one organization may be sharing on behalf of another organization.
Where can I learn more?
- Web Content Accessibility Guidelines (WCAG) Overview
- Web Content Accessibility Guidelines (WCAG)
- Global Alliance on Accessible Technologies and Environments (GAATES)
- uOttawa Human Rights Office
- Ontario’s Accessibility Standards for Customer Service
IT assistance
Use of support persons
Overview
Support persons help individuals with a disability perform daily tasks or do things they are unable to do for themselves. Without such support, a person with a disability may be unable to access the University’s services or campus.
Who is subject to this standard?
- All uOttawa staff providing goods or services to the public
What is required?
- The University of Ottawa must permit people with disabilities who use a support person to bring that person with them while accessing goods or services on campus in public areas or premises open to the public or a third party, unless prohibited or excluded by internal policies or procedures
- At any events where admission fees are charged, the University must provide advance notice of any admission fees that would apply to a support person accompanying a person with a disability
Where can I learn more?
Use of service animals
Overview
Service animals support persons with various types of disabilities. Welcoming service animals on campus ensures these individuals can study at uOttawa and access the University’s goods, services and campus. In any locations on campus where the law prohibits service animals, the University will attempt to provide another way for the person to access the University’s campus, goods and services.
Who is subject to this standard?
- All uOttawa staff providing goods or services to members of the University community
Requirements
- When a person with a disability is accompanied by a guide dog or other service animal, the University will allow the person to enter the premises with the animal and to keep the animal with them, unless the animal is prohibited from entering the premises by law.
- If a service animal is prohibited from entering the premises by law, the University will make every effort to put alternative arrangements in place in order to provide the services required by the person with a disability.
- If there is a concern about the authenticity of the purpose or appropriate use of a service animal and the matter cannot be resolved otherwise, staff members are advised to consult with their director or the University’s legal counsel.
Options if someone is allergic to a service animal:
- Create a distance between the parties
- Eliminate in-person contact
- Change the time the parties receive a service
Where can I learn more?
- People who use service animals, on the Ontario government’s How to train your staff on accessibility site
- Council of Ontario Universities accessibility reference library
- Council of Ontario Universities’ Service animal guidelines
- Accessibility hub
- Ontario’s Accessibility Standards for Customer Service
- Accessibility for Ontarians with Disabilities Act, 2005
- Ontario’s Human Rights Code
- uOttawa Human Rights Office
Notification of temporary disruption to service
Overview
When services are disrupted or accessibility features or services require repair or are temporarily not available (e.g., work being done on an elevator or accessible washroom), it can have an impact on access to services for persons with disabilities. In order to minimize this impact and to allow individuals to make alternate arrangements, the University will notify University students, employees and visitors of these disruptions.
Who is subject to this standard?
- All uOttawa staff, volunteers and any other persons providing goods or services to members of the University community or public
Requirements
- The University must ensure that students, employees and visitors are notified when there is a disruption in services that may have an impact on access to services by persons with disabilities
- The notice of disruption of service must include information about the reason for the disruption, the anticipated duration and a description of any alternate facilities or services available
Where can I learn more?
- Accessibility hub
- Accessibility for Ontarians with Disabilities Act, 2005
- Ontario’s Accessibility Standards for Customer Service
- Ontario’s Human Rights Code
- uOttawa Human Rights Office
Feedback process
Overview
The University has a process for receiving and responding to feedback about how it provides goods or services to persons with disabilities. Information about the process is to be readily available to members of the University community and the general public.
Who is subject to this standard?
- All uOttawa support staff, teaching staff, volunteers and any other persons or organizations providing goods or services to members of the University community, the general public or other parties on behalf of the University
Requirements
As of January 1, 2010, all faculties and services must:
- Welcome feedback, comments and suggestions about services provided to persons with disabilities; have in place an option for such persons to provide this feedback and obtain a response through an alternate method or with communication supports, upon request
- Invite University community members and visitors to provide feedback, comments or suggestions about the manner in which they received any goods or services
Where can I learn more?
Personal assistive devices
Overview
The University allows persons with a disability to use their own personal assistive devices to access goods and services on campus. Assistive devices include equipment such as wheelchairs, screen readers, hearing aids, canes and walkers and oxygen tanks.
Who is subject to this standard?
- All uOttawa staff and volunteers and any other persons providing goods or services to members of the University community or the public
Requirements
- The University will allow persons with a disability to use their own personal assistive devices to access goods and services on campus, unless prohibited or excluded by law or under uOttawa internal procedures
- In the case of an exclusion, the University will make every effort to make alternative arrangements in order to provide the services required by the person with a disability
- The University will consider integrating helpful measures (e.g., carrying service or delivery)
- The University will evaluate and address any risks or dangers for individuals entering premises with assistive devices (e.g., an open flame could be dangerous for someone with an oxygen tank)
Where can I learn more?
General information
Social links
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Accessibility Hub on Facebook |
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Accessibility Hub on Twitter |