Customer Service Standard O. Reg 429/07

Policies and Practices must be compatible with the following principles:

1. Respect for dignity and independence
2. Integration
3. Equality

Specific Policies and Procedures will be developed on:

1. Use of Service Animals or Support Persons
2. Notice of Temporary Disruptions

2010 and ongoing

January 1, 2010

Customer Service training must be provided for:

• Those who interact with members of the public on behalf of the University:
• Persons who participate in developing the McMaster's policies, practices and procedures governing the provision of goods or services to members of the public or other third parties.

2010 and ongoing

Training is accessible at: www.mcmaster.ca/accessibility

January 1, 2010

Establish an accessible process for receiving and responding to feedback about the manner in which McMaster provides goods or services to persons with disabilities.

The information about the process will be readily available to the public.

2010 and ongoing

January 1, 2010

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 3

s. 3(1) Every obligated organization shall develop, implement and maintain policies governing how the organization achieves or will achieve accessibility through meeting its requirements referred to in this Regulation

2011 and ongoing

McMaster Accessibility Policy
is available at:
http://www.mcmaster.ca/policy/
General/HR/Accessibility.pdf

January 1, 2013

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 4

s. 4(1) Designated public sector organizations shall,

1. establish, implement, maintain and document a multi-year accessibility plan, which outlines the organization's strategy to prevent and remove barriers and meet its requirements under this Regulation;
2. post the accessibility plan on their website, if any, and provide the plan in an accessible format upon request; and
3. review and update the accessibility plan at least once every five years

2011 and ongoing
McMaster University Accessibility
Plan is available at:
http://www.mcmaster.ca
/accessibility/plan.html

January 1, 2013

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 4

2011 and ongoing

January 1, 2013

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 4

s. 4(3) Designated public sector organizations shall,

1. prepare an annual status report on the progress of measures taken to implement the strategy referenced in clause (1)(a); and
2. post the status report on their website, if any, and provide the report in an accessible format upon request.

2011 and ongoing

January 1, 2013

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 5

s. 5(1) Public sector organizations shall incorporate accessibility criteria and features when procuring or acquiring goods, services or facilities, except where it is not practicable to do so.

2011 and ongoing

January 1, 2013

s. 5(2) If a designated public sector organization determines that it is not practicable to incorporate accessibility criteria and features when procuring or acquiring good, services or facilities, it shall provide, upon request, an explanation.

2011

January 1, 2013

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 6

s. 6. Without limiting the generality of section 5 designated public sector organizations shall incorporate accessibility features when designing, procuring or acquiring self-service kiosks.¹

January 1, 2013

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 7

s. 7(1) Every obligated organization shall ensure that training is provided on the requirements of the accessibility standards referred to in this Regulation and on the Human Rights Code as it pertains to persons with disabilities to,

1. all employees, and volunteers;
2. all persons who participate in developing the organization's policies; and
3. all other persons who provide goods, services or facilities on behalf of the organization.

January 1, 2014

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 11

s. 11 (1) 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.

2010 and ongoing (see aoda@mcmaster.ca feedback box)

January 1, 2014

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 12

s. 12 (1) Except as otherwise provided, every obligated organization shall upon request provide or arrange for the provision of accessible formats and communication supports for persons with disabilities,

1. in a timely manner that takes into account the person's accessibility needs due to disability; and
2. at a cost that is no more than the regular cost charged to other persons.

January 1, 2015

s. 12 (2) The obligated organization shall consult with the person making the request in determining the suitability of an accessible format or communication support.

January 1, 2015

s. 12 (3) Every obligated organization shall notify the public about the availability of accessible formats and communication supports.

January 1, 2015

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 13

s. 13 (1) In addition to its obligations under section 12, if an obligated organization prepares emergency procedures, plans or public safety information and makes the information available to the public, the obligated organization shall provide the information in an accessible format or with appropriate communication supports, as soon as practicable, upon request.

January 1, 2012

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 14

s. 14 (2) Designated public sector organizations and large organizations shall make their internet websites and web content conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, initially at Level A and increasing to Level AA

• January 1, 2014 – new internet websites and web content on those sites must conform with WCAG 2.0 Level A.
• January 1, 2021 – all internet websites and web content must conform with WCAG 2.0 Level AA, other than,
  1. success criteria 1.2.4 Captions (Live), and
  2. success criteria 1.2.5 Audio Descriptions (Pre-recorded).

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 15

ss. 15(1) Every obligated organization that is an educational or training institution shall do the following, if notification of need is given:

1. 1. Provide educational or training resources or materials in an accessible format that takes into account the accessibility needs due to a disability of the person with a disability to whom the material is to be provided by,
   1. procuring through purchase or obtaining by other means an accessible or conversion ready electronic format of educational or training resources or materials, where available, or
   2. arranging for the provision of a comparable resource in an accessible or conversion ready electronic format, if educational or training resources or materials cannot be procured, obtained by other means or converted into an accessible format.
2. Provide student records and information on program requirements, availability and descriptions in an accessible format to persons with disabilities.

January 1, 2013

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 16

s. 16 (1) In addition to the requirements under section 7, obligated organizations that are school boards or educational or training institutions shall provide educators with accessibility awareness training related to accessible program or course delivery and instruction.

January 1, 2013

s. 16 (2) Obligated organizations that are school boards or educational or training institutions shall keep a record of the training provided under this section, including the dates on which the training is provided and the number of individuals to whom it is provided.

January 1, 2013

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 17

(2) Every obligated organization that is a producer of print-based educational or training supplementary learning resources for educational or training institutions shall upon request make accessible or conversion ready versions of the printed materials available to the institutions.

January 1, 2020 - for accessible or conversion ready versions of printed materials that are educational or training supplementary learning resources

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 18

(2) Special collections, archival materials, rare books and donations are exempt from the requirements of subsection (1).

January 1, 2020 – for digital or multimedia resources or materials

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 22

s. 22 Every employer shall notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment processes.

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 23

s. 23 (1) During a recruitment process, an employer shall notify job applicants, when they are individually selected to participate in an assessment or selection process, that accommodations are available upon request in relation to the materials or processes to be used.

(2) If a selected applicant requests an accommodation, the employer shall consult with the applicant and provide or arrange for the provision of a suitable accommodation in a manner that takes into account the applicant's accessibility needs due to disability.

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 24

s. 24 Every employer shall, when making offers of employment, notify the successful applicant of its policies for accommodating employees with disabilities.

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 25

s. 25 (1) Every employer shall inform its employees of its policies used to support its employees with disabilities, including, but not limited to, policies on the provision of job accommodations that take into account an employee's accessibility needs due to disability.

s. 25 (2) Employers shall provide the information required under this section to new employees as soon as practicable after they begin their employment.

s. 25 (3) Employers shall provide updated information to its employees whenever there is a change to existing policies on the provision of job accommodations that take into account an employee's accessibility needs due to disability.

Integrated Accessibility Standards RegulationO. Reg. 191/11, s. 26

s. 26 (1) In addition to its obligations under section 12, where an employee with a disability so requests it, every employer shall consult with the employee to provide or arrange for the provision of accessible formats and communication supports for,

1. information that is needed in order to perform the employee's job; and
2. information that is generally available to employees in the workplace.

s. 26 (2) The employer shall consult with the employee making the request in determining the suitability of an accessible format or communication support.

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 27

s. 27 (1) Every employer shall provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary and the employer is aware of the need for accommodation due to the employee's disability.

s. 27 (2) If an employee who receives individualized workplace emergency response information requires assistance and with the employee's consent, the employer shall provide the workplace emergency response information to the person designated by the employer to provide assistance to the employee.

s. 27 (3) Employers shall provide the information required under this section as soon as practicable after the employer becomes aware of the need for accommodation due to the employee's disability.

s. 27 (4) Every employer shall review the individualized workplace emergency response information,

1. when the employee moves to a different location in the organization;
2. when the employee's overall accommodations needs or plans are reviewed; and
3. when the employer reviews its general emergency response policies.

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 28

s. 28 (1) Employers shall develop and have in place a written process for the development of documented individual accommodation plans for employees with disabilities.

s. 28 (2) The process for the development of documented individual accommodation plans shall include the following elements:

1. The manner in which an employee requesting accommodation can participate in the development of the individual accommodation plan.
2. The means by which the employee is assessed on an individual basis.
3. The manner in which the employer can request an accommodation can be achieved.
4. The manner in which the employee can request the participation of a representative from their bargaining agent, where the employee is represented by a bargaining agent, or other representative from the workplace, where the employee is not represented by a bargaining agent, in the development of the accommodation plan.
5. The steps taken to protect the privacy of the employee's personal information
6. The frequency with which the individual accommodation plan will be reviewed and updated and the manner in which it will be done.
7. If an individual accommodation plan is denied, the manner in which the reasons for the denial will be provided to the employee.
8. The means of providing the individual accommodation plan in a format that takes into account the employee's accessibility needs due to disability.

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 29

s. 29 (1) Every employer, other than an employer that is a small organization,

1. shall develop and have in place a return to work process for its employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work; and
2. shall document the process.

ss. 29 (2) The return to work process shall,

1. outline the steps the employer will take to facilitate the return to work of employees who were absent because their disability required them to be away from work; and
2. use documented individual accommodation plans, as described in section 28, as part of the process.

s. 29(3) The return to work process referenced in this section does not replace or override any other return to work process created by or under any other statute.

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 30

s. 30 (1) An employer that uses performance management in respect of its employees shall take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when using its performance management process in respect of employees with disabilities.

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 31

s. 31 (1) An employer that provides career development and advancement to its employees shall take into account the accessibility needs of its employees with disabilities as well as any individual accommodation plans, when providing career development and advancement to its employees with disabilities.

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 32

s. 32 (1) An employer that uses redeployment shall take into account the accessibility needs of its employees with disabilities, as well as individual accommodation plans, when redeploying employees with disabilities.

Integrated Accessibility Standards Regulation O. Reg. 191/11, s. 76

s. 76 (1) Designated public sector organizations described in paragraphs 2, 3 and 4 of Schedule 1 that are not primarily in the business of transportation, but that provide transportation services, shall provide accessible vehicles or equivalent services upon request.