Skip to main content

Accessibility for Persons with Disabilities, Customer Service Guideline

Description:   Customer Service Guideline: Accessibility at York University (Assistive Devices, Support Persons and Support Animals).

Notes:     This Guideline is in accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, under the Accessibility for Ontarians with Disabilities Act, 2005. Revised May 9, 2014. Has associated policy.

Approval Authority:     Harriet Lewis, University Secretary and General Counsel

 1.   Customer Service

York University is committed to providing goods and services in a manner that respects the dignity and independence of persons with disabilities. York University will use reasonable efforts to ensure that the provision of goods and services to persons with disabilities will be integrated unless an alternative measure is necessary to enable a person with disabilities to obtain, use or benefit from the goods or services.

2.   Assistive Devices

a)   York University welcomes persons with disabilities to use their own personal assistive devices as may be reasonably required to access the services of the University.

b)   Definition: “Assistive devices” are equipment or methods which help a person with a disability to do everyday tasks and activities and can include such things as:

▪ hearing aids, teletypewriters (TTY) for people unable to speak or hear by telephone
▪ scooters, walkers or crutches to assist in mobility
▪ magnifiers and white canes to assist vision-impaired persons
▪ communication boards (used to create messages), and speech generating devices.

3.   Service Animals

a)   York University welcomes persons with disabilities who are accompanied by a service animal onto the parts of the university premises owned or operated by the university and which are which are open to the person with a disability.

b)   If the service animal is excluded by law in an area of the University campus (e.g. health or safety laws), the university will strive to use other measures to accommodate the person with a disability.

c)   York University will also ensure that all staff who deal with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal. 

4.   Support Persons

a)   The university welcomes onto its premises persons with disabilities who are accompanied by a support person. Persons with disabilities will have access to their support person at all times, provided that the interaction does not compromise the university’s academic standards.

b)   If a fee is charged for the admission of a support person, the fee will be communicated and posted.

c)   The University may require a person with a disability to be accompanied by a support person if it is necessary to protect the health or safety of the person with a disability or the health or safety of others on the premises. 

5.     Notice of Service Disruptions

a)     During regular business hours York University will provide notice in the event of a planned or unexpected disruption in facilities or services normally used by persons with disabilities to participate in the activities of the university (“Service Disruptions”).For example disruption in service of:

·         elevator

·         automatic door opener

·         accessible washrooms

·         Van Go services

·         assistive technology computing labs

·         offices that provide specific services to persons with disabilities (e.g. Counseling & Disabilities Services, Physical, Sensory and Medical Disability Services)

b)     Service Disruptions arise as a result of unscheduled or scheduled maintenance, repairs, construction and unforeseen causes. The University will provide notice of Service Disruptions in the case of:

·         planned Service Disruptions; and

·         unexpected Service Disruptions that are expected to last more than thirty (30) minutes

c)     Persons planning Service Disruptions or those who become aware of unexpected Service Disruptions shall use reasonable efforts to post notice of Service Disruptions in a timely manner. The notice shall refer to:

·         the type of Service Disruption

·         the expected length of the Service Disruption; and

·         the availability of alternate facilities/services, if any

The notice is to be posted:

·         in hard copy at the location of the Service Disruption; and 

·         as a convenience using the online reporting mechanism on the university’s accessibility website at

6.     Training

a)     York University will provide training about the provision of goods and services to persons with disabilities to every person:

·         who deals with members of the public on its behalf;

·         who participates in the development of policies, practices and procedures concerning the provision of goods and services to members of the public. 

b)     Training will be provided on an ongoing basis and whenever there are changes to policies, practices and procedures.

c)     York University will keep records of the training provided, including the dates on which training is provided and the number of individuals to whom it is provided. Further information regarding training is available at:
7.     Feedback

a)     The University welcomes feedback regarding the provision of goods and services to persons with disabilities. Feedback may be provided in person, in writing, by email or by telephone.

b)     York University will review all feedback it receives and respond to such feedback where appropriate based on the nature of the feedback received.

c)     Where appropriate, York University will take feedback received into consideration as part of its ongoing policy review.

d)      Information regarding the university’s feedback process may be found at

8.     Access to Customer Service Standards Documents

a)     York University has posted the documents prepared in compliance with the Customer Service Standards at:

b)     To request a copy of the documents in alternate format, please contact:

Leanne De Filippis
AODA Coordinator
Office of the University Secretary and General Counsel
York University
1050 York Research Tower
4700 Keele Street
Toronto ON M3J 1P3