Section #11: Feedback

What the standard says

• Every obligated organization that has processes for receiving and responding to feedback shall ensure that the processes are accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communications supports, upon request.
• Nothing in this section detracts from the obligations imposed under section 7 of Ontario Regulation 429/07 (Accessibility Standards for Customer Service) made under the Act.
• Every obligated organization shall notify the public about the availability of accessible formats and communication supports.

Suggested approach

When receiving and responding to feedback, institutions must take into account persons with disabilities. This can be done by allowing different ways for people to communicate with the institution, for instance by telephone, email and mail. Posting information on a university website about the various methods for feedback will allow individuals to better understand the process for making a complaint or requesting information.

The bottom of every COU webpage has an “Accessibility Commitment” tab to notify the public that accessible formats and communications supports are available upon request. Individuals can click on this tab to receive more information about alternative methods of communication.

Compliance schedule for Section #11, as stated in the Integrated Accessibility Standards Regulation (IASR)

• For large designated public sector organizations, January 1, 2014.
• For large organizations, January 1, 2015.

Definitions related to Section #11, as defined in the IASR

• “Large designated public sector organization” means a designated public sector organization with 50 or more employees.
• “Large organization” means an obligated organization with 50 or more employees in Ontario, other than the Government of Ontario, the Legislative Assembly or a designated public sector organization.

How does the IASR relate to the Ontario Human Rights Code?

In Section 1 (2), the IASR states that, “the requirements in the standards set out in this Regulation are not a replacement or a substitution for the requirements established under the Human Rights Code nor do the standards limit any obligations owed to persons with disabilities under any other legislation.”