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Accessibility at Western
WRS Guidelines regarding Accessible Goods and Services

This Guideline is in accordance with the Accessibility Standards for Customer Service, Ont. Reg. 429/07, developed under the Accessibility for Ontarians with Disabilities Act, 2005.


Western Retail Services (WRS) is committed to providing goods and services in a manner that respects the dignity and independence of persons with disabilities.

WRS is committed to ensuring that persons with disabilities have an equal opportunity to access goods and services. The University will integrate the provision of goods and services to persons with disabilities into its practices and procedures unless an alternative, separate measure is necessary to enable persons with disabilities to obtain, use and benefit from the provided goods and services.

Without limiting the requirements or expectation for accessibility, specific consideration shall be given to the following:


Pay calm, individual attention to the other person:

  • Avoid making assumptions about a person's capabilities.
  • Adjust posture/sit down as needed for face-to-face service.

Ask "How may I help?"

  • Usually, a person with a disability knows what works best for him/her.
  • Before ending your interaction, ask "Does that help you with your need?"

Communicate clearly and patiently to ensure shared understanding.

  • Allow the person to finish what he/she is saying without interrupting.
  • Provide one piece of information at a time; repeat or rephrase as necessary.
  • If you don't understand what's being said, don't pretend, ask again.
  • As needed, ask if another method of communicating would be easier, e.g. always have a pen and paper available.

Treat the other person with respect:

  • Focus on the person as a unique individual.
  • Pay attention to her dignity, independence, sense of integration and equality.

Try to see the world in terms of accessibility:

  • Take into account the ways persons with disabilities experience your services.
  • Know the location of nearby ramps, elevators, automatic doors, accessible washrooms etc.

Assistive Devices or Measures

1. WRS welcomes persons with disabilities to use assistive devices to obtain, use or benefit from our goods and services.

Customer Service Policies, Practices and Principles

  1. At the start of an academic term, WRS has an increased level of inventory and large volumes of customers.
    1. Employees are available to personally assist with shopping by retrieving products or services.
    2. Ambassadors are available and are easily identified with "Ask Me" vests.
    3. WRS operates extended hours to manage the volume of customers.
  2. Customer Service employees may assist persons in front of the counter if height of counter is a barrier to communication.
  3. Sales receipt can be read to persons or can be photocopied to a larger font.
  4. Ceiling fans may be turned off if requested.

Service Animals

2. WRS welcomes persons with disabilities who are accompanied by a service animal into our premises that are open to the public and commits to finding alternatives to the use of service animals if the service is provided in a location in which animals are prohibited by law (e.g. health or safety reasons).

Support Persons

3. WRS welcomes persons with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter the WRS's premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person, provided that the interaction between the person and his/her support person does not compromise academic integrity by removing or otherwise undermining essential requirements of courses or academic programs.

4. In most cases, WRS will not charge a fee for admission of a support person. In the case when a fee will be charged for the admission of a support person, the fee will be communicated and posted accordingly by the unit/department through their website, brochure or other public methods.

Temporary Disruptions to Service

5. WRS will provide notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities to access the University's goods and services.

6. A notice regarding a temporary disruption will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed in relevant conspicuous locations on our premises and, when appropriate, shall be placed on the University's Accessibility website.


7. WRS will provide training about accessible goods and services to staff members, contractors, volunteers, and others who interact with members of the public who wish to obtain, use or benefit from goods and services provided by WRS. Members of the public include, but are not limited to, students, alumni, retirees, visitors, and employees of the University when acting in the role of a student, alumnus, visitor, etc. Training will also be provided to every person involved in the development of policies, practices and procedures regarding the provision of goods and services.

8. Training will occur on an ongoing basis and whenever changes are made to relevant policies, practices and procedures. Training will be provided to each person as soon as practicable after he or she is assigned.

  1. Training will be provided to all WRS employees, with one of the training options:
    1. Online training available at
    2. Train the trainer (the unit leaders deliver training)
  2. During orientation, employees will be provided this document (WRS Guidelines regarding Accessible Goods and Services) to understand the service practices within our unit.

9. Training will include a review of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005, the requirements of the Customer Service standard, and information about the following matters:

  1. How to interact and communicate with people with various types of disabilities.
  2. The University's policies, practices and procedures relating to the provision of goods and services to persons with disabilities.
  3. How to interact with persons with disabilities who use an assistive device or require the assistance of a service animal or a support person.
  4. How to use equipment or devices available at the University that may help with the provision of goods or services to a person with a disability.
  5. What to do if a person with a disability is having difficulty accessing the University's goods and services.

10. WRS will keep records of the training provided, including dates on which training is completed.


11. WRS welcomes feedback regarding the way in which WRS provides goods and services to persons with disabilities. Should a member of the public wish to provide feedback to WRS on the goods or services provided by WRS, feedback can be provided in the following manner:

  1. In person, at any of our locations
  2. By telephone
  3. By email via the General Inquiries email address

12. The University welcomes feedback regarding the way in which the University provides goods and services to persons with disabilities. Information regarding the University's feedback process may be found at:

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