AODA - Customer Service Standard Policy

This policy outlines Tyndale University's commitment to providing accessible goods and services to employees, students, and visitors, including persons with disabilities, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Integrated Accessibility Standards Regulation (IASR). It applies to aspects of Tyndale's facilities, programs, services, and communications, and establishes principles and expectations to ensure that persons with disabilities have equitable access and opportunity to participate in Tyndale's community life. 

The purpose of this policy is to ensure that persons with disabilities have equitable access to Tyndale's goods and services, that services are delivered with dignity and independence, and that open, two-way communication enables individuals to express accessibility needs when they are not immediately apparent. 

• Accessibility for Ontarians with Disabilities Act, 2005
• Ontario Human Rights Code
• Occupational Health and Safety Act

1. Communication Standards
   Tyndale is committed to ensuring that all communications with persons with disabilities are accessible, respectful, and responsive to individual needs. All communication practices will align with the principles of dignity, independence, integration, and equal opportunity as required under the Accessibility for Ontarians with Disabilities Act (AODA) and the Integrated Accessibility Standards Regulation (IASR).
   
   
   • Tyndale employees will receive accessible customer service training through Tyndale's Learning Management System (LMS) to keep up to date with any new policies and procedures.
   • Policies are posted in a conspicuous place and upon request, Tyndale will provide customer-facing documents and other information in accessible or alternative formats and offer alternative communication methods.
     
     
2. Use of Service Animals, Assistive Devices, and Support Persons
   Tyndale ensures that persons with disabilities have equal access to, and can fully benefit from, all goods and services, including individuals who are accompanied by service animals, who use assistive devices, or require support persons.
   
   Service Animals
   Persons with disabilities and their service animals are be permitted entry to all Tyndale facilities, classrooms, and meeting rooms that are normally accessible to the public, with limited exceptions.
   
   Exceptions:
   
   • Service animals are not permitted in areas where food is being prepared or where access is restricted by law.
   • In the rare event that a service animal cannot be accommodated in a facility or meeting room, Tyndale will provide reasonable alternative accommodations to ensure equal access to goods or services such as:
     • alternate meeting formats (e.g., teleconference, where technology permits)
     • delivery of goods or services at a different time or location
     • other assistive measures as appropriate to ensure equality of outcome
     
     Assistive Devices
     Persons with disabilities are permitted to obtain, use, or benefit from goods or services, through the use of their own assistive devices, with limited exceptions.
     
     Exceptions:
     
   • An assistive device may be restricted if it poses a health and safety risk to the individual or others on the premises.
   • If access is limited for a person with a disability due to safety concerns, Tyndale will provide reasonable alternative accommodations wherever possible.
     Individuals are responsible for ensuring their assistive devices is operated in a safe and controlled manner at all times.
   • Tyndale will ensure that employees are trained, as required, on the proper use of assistive devices available on our premises.
     
     

   Support Persons
   Tyndale welcomes persons with disabilities and their support persons to all facilities, programs and services. Persons with disabilities will not be prevented from having access to their support person while on Tyndale premises.

   • Support persons are permitted at all Tyndale conferences, events, and workshops open to the public, except if third-party fees apply and the support person was not pre-registered and/or no vacancy exists. 
   • If admission fees are payable to a third party, the support person may attend at their own cost.
   • If admission fees are payable to Tyndale, the support person may attend at no cost; however, charges for additional services (e.g., food, lodging) remain the responsibility of the support person.
   • If a support person is necessary for the health and safety of a person with disability, or for the safety of others, Tyndale will require that the individual be accompanied by a support person.
   • The customer shall determine whether a support person is necessary, however, if an employee believes that a support person is necessary to ensure health or safety, consultation with the individual will be guided by the following criteria:
     • there is a significant risk to the health or safety of the person with a disability or to others;
     • the risk cannot be eliminated or reduced by other means;
     • the assessment of the risk considers the nature, duration, severity, likelihood, and imminence of potential harm;
     • the assessment is based on the individual's disability, not on assumptions, generalizations or misconceptions
     • Customers are required to provide their own support person(s) and are expected to inform instructors or facilitators in advance when attending classes with a support person.
       
       
3. Notice of Temporary Disruption to Facilities or Services
   In the event of a service disruption Tyndale will provide customers and employees with at least 24 hours advance notice for planned interruptions and as soon as is practically possible for unexpected service disruptions.
   Tyndale will provide notice through the following methods, as appropriate:
   • Direct communication with the affected individual(s), when possible.
   • Posted notices at or near the location of the disruption by the Campus Facilities department.
   • Updates on Tyndale's public website and student portal, as required.
   • Announcements via Tyndale’s voicemail and email, as required.
     
     

   All disruption notices will include, when available, the reason for the disruption, the anticipated duration, and a description of alternative facilities, services or access options.
   

4. Feedback
   

• AODA - Design of Public Spaces Policy
• AODA - Information and Communications Standards Policy
• AODA - Employment Standard Policy
• Accessibility Standards Feedback Webform