UTP’s Customer Service Commitment: Providing Goods and Services to People with Disabilities

University of Toronto Press is committed to excellence in its service to all customers including people with disabilities. As part of this commitment UTP will strive at all times to deliver its goods and services in a manner that respects the dignity and independence of people with disabilities, treats all people with inclusiveness and promotes and maintains human rights.

Providing Goods and Services to People with Disabilities

UTP will fulfil this commitment by carrying out our service related functions and activities to support the needs of people with disabilities through the following measures:

1. Communication

We will communicate with people with disabilities in ways that take into account their disability. We will notify customers of our commitment and practices related to this policy this through a notice posted on our premises and on our website.

2. Assistive devices

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

3. Service animals

\We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public and other third parties.

4. Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will not be charged for support persons to be present on our premises.

5. Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities such as elevators, pathways, or ramps usually used by customers with disabilities, University of Toronto Press will notify customers promptly. The notice will be placed at all public entrances at the affected location, and in a visible location close to the services and facilities affected. It will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

6. Training for staff

University of Toronto Press will provide training to employees and others who deal with the public or other third parties on their behalf. Individuals in the following positions will be trained:

All Retail Division managers and staff working in publicly accessible areas or potentially providing service by telephone, and managers and customer service staff of other divisions who deal with the public. This training will be provided to staff within one month of hire.

Training will include

An overview of the Accessibility for Ontarians with Disabilities Act, 2005, the requirements of the customer service standard, and this plan;
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
How to use any assistive devices available on the premises
What to do if a person with a disability is having difficulty in accessing University of Toronto Press’ goods and services.
Staff will also be trained or informed when changes are made to UTP’s plan.

Feedback process

UTP welcomes feedback from customers who wish to tell us how we are doing to provide goods or services to people with disabilities. Customers with questions or comments may contact us in any of the following ways:

By email to
info@utpress.utoronto.ca
www.utpress.utoronto.ca

By telephone
(416) 978-2239, ext. 221

By fax
(416) 978-4738

By letter to
Senior Vice President, Administration
University of Toronto Press
10 St. Mary Street, Suite 700,
Toronto, ON M4Y 2W8

All feedback will be directed to the Senior Vice President, Administration. Response time will depend on the complexity of the issue.

Modifications to this or other policies

Any policy of University of Toronto Press that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.