Students’ Union Policy on Accessible Customer Service
About the Accessibility for Ontarians with Disabilities Act
The goal of the Accessibility for Ontarians with Disabilities Act (AODA) is to develop a fully accessible Ontario by the year 2025. In order to reach this goal, five standards are being developed in the areas of Customer Service, Employment, Information and Communication, Built Environment and Transportation.
The Accessible Customer Service Standard, which is the first of five standards in the AODA, is now law. This standard requires the Students’ Union to provide information to all employees regarding the delivery of service. Information about the Customer Service Standard is available on this website and includes how to interact and communicate with persons with various types of disabilities, university policies and government legislation concerning people with disabilities, types of assistive devices, information on support people or animals, resources on campus to assist with accommodation needs, and what to do if someone is having difficulty accessing service.
The Students’ Union Accessible Customer Service Standard is simply the beginning of the process regarding making the Students’ Union even more accessible. Our aim is to ensure that all members of our community are treated with respect and dignity.
Students’ Union AODA Statement of Commitment
The Wilfrid Laurier University Students’ Union is committed to providing a barrier-free environment for our clients/customers, patients, students, employees, job applicants, suppliers, visitors, and other stakeholders who enter our premises, access our information, or use our transportation services. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act (2005), Customer Service Standard, and the Integrated Accessibility Standards Regulation for Information and Communications, Employment, and Transportation, and eventually, for the Built Environment.
Our commitment to making our organization accessible to everyone includes the integration of accessibility legislation with our policies, procedures, programs, and training. We are committed to reviewing and incorporating the following information with our employees:
- Legislation regarding the Human Rights Code and the AODA, 2005.
- Integrated Accessibility Standards for Information and Communications, Employment.
- Accessible employment practices such as recruitment, assessment, and selection.
- Developing emergency response plans and individual workplace accommodation plans for employees with disabilities.
- Customer service standards.
- Accessible communication supports and information formats (digital and non-digital).
- Communicating with people with various forms of disabilities.
- Accessible websites and web content.
- Assistive devices, mobility aids, service animals and support persons.
- Transportation vehicles and equipment requirements.
- Notices of service disruptions (temporary or long-term).
- The Students’ Union’s relevant policies and procedures regarding accessibility.
- Reporting procedures.
- Training procedures.
The Wilfrid Laurier University Students’ Union realizes that providing accessible and barrier-free environments for everyone is a shared effort. For more detailed information on our accessibility policies, plans, and training programs, please contact Chris Hyde, Director of Policy, Research and Advocacy.