Accessibility

Oxford University Press is a department of the University of Oxford. It furthers the University's objective of excellence in research, scholarship, and education by publishing worldwide.

Accessible Customer Service Policy

Accessibility for Ontarians with Disabilities Act, 2005 (AODA) Integrated Accessibility Standards Regulation (IASR) Customer Service Policy

Overview

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) was designed to make Ontario more accessible by identifying, removing, and preventing barriers for persons with disabilities.

Purpose

This policy is intended to meet the requirements of Customer Service Standards included in the Integrated Accessibility Standards under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). It applies to the provision of goods and services to the public or other third parties, not to the goods themselves.

All goods and services provided by Oxford University Press Canada shall follow the principles of dignity, independence, integration and equal opportunity.

All employees are responsible for being aware of this policy, for participating in training related to this policy, and for compliance with the principles and regulations of the AODA as set out in this policy.

Definitions

Assistive Device – Is a technical aid, communication device, or other instrument that is used to maintain or improve the functional abilities of persons with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Customers – Refers to people who receive goods or services.

Dignity – Allows the person with disabilities to maintain self-respect and the respect of other people.

Disability – The term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:

  • 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 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.

Equal Opportunity – A person with disabilities has opportunity to access goods or services, employment and access to the community equal to that given to others.

Guide Dog – A highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased independence for people who are blind.

Independence – When a person with disabilities is allowed to do things on their own without unnecessary help or interference from others.

Integration – Allows the person with disabilities to benefit from the same services, in the same place, and in the same or similar way as others, unless an alternate measure is necessary to enable a person with disabilities to access goods or services.

Service Animal – An animal is a service animal for a person with a disability if

  1. The animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, as a result of visual indicators such as the vest or harness worn by the animal; or
  2. The person provides documentation from one of the following regulated health professionals confirming that the person requires the animal for reasons relating to the disability:

  • A member of the College of Audiologists and Speech-Language Pathologists of Ontario;
  • A member of the College of Chiropractors of Ontario;
  • A member of the College of Nurses of Ontario;
  • A member of the College of Occupational Therapists of Ontario;
  • A member of the College of Optometrists of Ontario;
  • A member of the College of Physicians and Surgeons of Ontario;
  • A member of the College of Physiotherapists of Ontario;
  • A member of the College of Psychologists of Ontario; or
  • A member of the College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.

Service Dog – As reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other that a guide dog for the blind is a service dog if:
(1) It is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability; or (2) The person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.

Support Person – As reflected in Ontario Regulation 429/07, a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.

Guidelines

In accordance with the Customer Service Standards, this policy addresses the following:

A. The Provision of Goods and Services to Persons with Disabilities;

B. The Use of Assistive Devices

C. The Use of Guide Dogs, Service Animals and Service Dogs

D. The Use of Support Persons

E. Notice of Service Disruptions

F. Customer Feedback

G. Training

H. Accessible Formats and Communication Supports

A. The Provision of Goods and Services to Persons with Disabilities

Oxford University Press will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

  • Ensuring that all customers receive the same value and quality;
  • Allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
  • Using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
  • Taking into account individual needs when providing goods and services; and
  • Communicating in a manner that takes into account the customer's disability.

B. The Use of Assistive Devices

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Oxford University Press.

C. The Use of Guide Dogs, Service Animals and Service Dogs

A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law.

Recognizing a Guide Dog, Service Dog and/or Service Animal

If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, may request verification from the customer.

Care and Control of the Animal

The customer who is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.

Allergies

If a health and safety concern presents itself (for example, in the form of a severe allergy to the animal), OUP will make all reasonable efforts to meet the needs of all individuals.

D. The Use of Support Persons

If a customer with a disability is accompanied by a support person, OUP will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.

In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.

E. Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Oxford University Press. In the event of any temporary disruptions to reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

When disruptions occur OUP will provide notice by:

  • Posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the website; and
  • By any other method that may be reasonable under the circumstances.

F. Customer Feedback

Oxford University Press Canada shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers upon request in a format that takes into account the customer’s disability.

Customers can submit feedback by email, telephone or mail:

AODA.ca@oup.com

Human Resources Manager
Oxford University Press Canada
8 Sampson Mews
Suite 204
Don Mills, ON M3C 0H5

416-441-2941/Toll Free 1-800-387-8020

Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted. If customers with disabilities would prefer to give their feedback, and receive a response to it, using an alternate method than the one offered, they may request it.

G. Training

Training will be provided to:

  • Every person who is an employee of Oxford University Press.
  • Every contractor, intern and summer student, of Oxford University Press.
  • Every person who participates in developing the provider’s policies.
  • Every other person who provides goods, services or facilities on behalf of the provider.

Training Provisions

Regardless of the format, training will cover the following:

  • A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
  • A review of the requirements of the Customer Service Standards.
  • Instructions on how to interact and communicate with people with various types of disabilities.
  • Instructions on how to interact with people with disabilities who:
    • Use assistive devices;
    • Require the assistance of a guide dog, service dog or other service animal; or
    • Require the use of a support person.
  • Instructions on what to do if a person with a disability is having difficulty accessing our services.
  • OUP's policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.

Training Schedule

OUP will provide training to new employees, contractors, interns and summer students as soon as practicable. Revised training will be provided in the event of changes to legislation, procedures, policies, and/or practices.

Record of Training

OUP will keep a record of training that includes the dates training was provided.

Accessible Formats and Communication Supports

Documents related to the Customer Service Standard are available upon request and in a format that takes into account the customers disability. Oxford University Press shall provide accessible formats and communications supports on request.