Customer Service Policy

Introduction

United College supports the full inclusion of persons with disabilities in its policies, programs and services. These obligations are spelt out clearly in the Ontario Human Rights Code, the Ontario with Disabilities Act (ODA), 2001 and the Accessibility for Ontarians with Disabilities Act (AODA), 2005.

Purpose

The purpose of this policy is to outline United College’s responsibilities for providing accessible goods and services to persons with disabilities as required by regulatory requirements set out in the Accessibility Standards for Customer Service, Ontario Regulation 429/07 and the Integrated Accessibility Standards, Ontario Regulation 191/11 (IASR). Note: This policy only deals with those elements of the IASR that impact United College’s service to its customers. Other elements of the IASR are captured in other relevant College policies.

This policy is intended to benefit all persons with disabilities, as defined in the Ontario Human Rights Code and the AODA.

Our commitment 

United College seeks to create a community that is inclusive of all persons and treats all members of the community in an equitable manner. In creating such a community, United College aims to foster an atmosphere of understanding and mutual respect for the worth, dignity and independence of all persons. We will continue our relationship with the University of Waterloo’s Office Accessibility Services to provide accessible services to our student community. The achievement of United College’s goal depends on the participation of each and every member of the United College community, including students, residents, hotel guests, tenants, faculty members, and staff members. Each of us has a role in creating an equitable and inclusive environment. Whether a person’s disability is apparent or not, everyone should be treated with courtesy, made to feel welcome, and have their need for disability-related accommodation respected whenever they access a College service.

Staff Training

United College will provide training to all employees and volunteers, all persons who participate in developing the organization’s policies, and all other persons who provide goods, services or facilities on behalf of the organization. Training will be provided for each staff member within a month of his or her commencement of duties or as soon as practicable. Training will include the following:
  • The purpose of the AODA and the requirements of the Accessibility Standards for Customer Service Regulation and the standards referred to in the Integrated Accessibility Standards Regulation impact on the delivery of College services;
  • The Ontario Human Rights Code as it pertains to persons with disabilities;
  • 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;
  • What to do if a person with a disability is having difficulty in accessing United College’s goods and services;
  • The accessibility services available to United College students through the University of Waterloo;
  • United College policies, practices and procedures relating to the customer service standard and;
  • Any other training component required pursuant to the relevant legislation.

Training will be provided on an ongoing basis when changes are made to the policies, practices and procedures governing the provision of goods or services to persons with disabilities. The College will keep records of the accessibility training provided, including the dates on which training took place and the name of individuals to whom it was provided.

Assistive Devices

We are committed to serving people with disabilities who use their own assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff members are trained and familiar with various assistive devices that may be used by persons with disabilities while accessing our goods or services.

Service animals

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 dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal. If it is not readily apparent that the animal is a service animal, the person with a disability may be required to provide proof. Proof can be from a physician or nurse confirming that the person requires the animal for reasons related to his or her disability or documentation that shows the customer is certified as a service animal handler.

Support persons

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 the United College building 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.

Fees will not be charged for support persons for admission to any event hosted by United College for which a fee is charged. This does not apply to hotel rooms, residence and housing contracts or agreements.

Information and communication

United College will ensure that communications with their customers take the accessibility needs of people with disabilities into account. Staff will communicate using methods that enable people with disabilities to use, receive and request United College services and facilities with the same quality and timeliness as others. 

United College will inform the public about the availability of accessible formats and communication support upon request, by placing notification in conspicuous places (e.g. on their websites, on their documents, on meeting invitations, etc.). 

When a customer requests a document or information in an accessible format or with a communication support, United College will seek to provide the document or information in a way that takes into account the accessibility needs of the person with the disability.

United College is required to make their website accessible to people with disabilities by conforming to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, which are international standards to making websites and web content accessible to users with disabilities. Exceptions to this can be made when meeting the requirement is not practical; the website or content is not controlled by United College, either directly or through a contractual relationship; the information or communication is not convertible.

Feedback process

United College welcomes feedback, including feedback about the delivery of services to persons with disabilities.

Feedback regarding the way United College provides goods and services to people with disabilities can be made in the following ways:

  • by completing the feedback form on the United College website
  • in person or by regular mail addressed to: United College, 190 Westmount Road North, Waterloo, ON N2L 3G5
  • by telephone at: 519-885-1460
  • by email to: unitedcollege@uwaterloo.ca

United College will respond to feedback within seven business days. If a conclusive response is not possible within the set timeframe, an interim response along with an estimated date for when the matter will be addressed and when the customer will be notified will be provided.

Notice of temporary disruption

United College will provide notice in the event of a planned or unexpected disruption in the facilities or services used by people with disabilities. The notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services (if available). This notice will also include either a contact name and telephone number.

The notice will be placed on our website and at all main entrances, as well as the affected area(s) on our premises. The notice will be communicated with our student residents by email. This notice will be provided in an accessible format.

Roles and responsibilities

The Executive Director of Finance and Administration is accountable for the College’s compliance with this policy; the Accessibility Standards for Customer Service, Ontario Regulation 429/07; the Integrated Accessibility Standards, Ontario Regulation 191/11, and for reporting compliance information to the Principal. The Executive Director of Finance and Administration and the HR Manager are accountable for ensuring that this policy is communicated to staff and is carried out consistently. Staff are responsible for being aware of accessibility legislation, meeting these requirements in their daily work, and ensuring that accessible customer service is provided to all customers in accordance to this policy and related procedures.

Related policies and procedures

A9 – Accessibility Policy

United College Accessibility Plan