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Accessibility Policy

Statement of Organizational Commitment

Knowledgehook is committed to ensuring equal access and participation for people with disabilities and treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act (AODA).

Accessible Emergency Information

Knowledgehook is committed to providing the customers and clients with publicly available emergency information in an accessible way upon request.

Providing Goods and Services to People with Disabilities

Knowledgehook is committed to excellence in serving all customers including people with disabilities. It will carry out its functions and responsibilities in the following areas.

Communication

We will communicate with people with disabilities in ways that take into account their disability. We will train our team members who communicate with customers on how to interact and communicate with people with various types of disabilities. The Company is committed to providing fully accessible telephone service to its customers. We will train our team members to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. Knowledgehook will offer to communicate with customers by way of web-based customer care request or e-mail if telephone communication is not suitable to their communication needs or is not available. We will work with the person with disabilities to determine what method of communication works for them.

Assistive Devices

Knowledgehook is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from its goods and services. It will ensure that its team members are trained and familiar with assistive devices that may be used by customers with disabilities while accessing our goods or services.

Orders and Billing

We are committed to providing accessible order placements and invoices to all of our customers. For this reason, order placements and invoices will be provided in the following formats upon request: hard copy, e-mail, and web-based access. Knowledgehook will answer any questions customers may have about their orders or the content of an invoice by telephone or e-mail.

Use of Service Animals and Support Persons

Knowledgehook is committed to welcoming people with disabilities who are accompanied by a service animal on the parts of Knowledgehook’s premises that are open to its customers or to other applicable third parties. Knowledgehook will ensure that its team members dealing with such customers and third parties are properly trained in how to interact with people with disabilities who are accompanied by a service animal. Knowledgehook is also committed to welcoming people with disabilities who are accompanied by a support person including during virtual interactions. 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 while interacting with Knowledgehook.

Training

We are committed to training all staff and volunteers in accessible customer service, Ontario’s accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers and other staff members. We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies. Employees with customer contact will be trained using the web-based training located at: https://accessforward.ca/. New employees, having contact with customers, will be expected to complete the training within the first 2 weeks of employment.

We maintain records of the training provided including the dates on which the training was provided and the number of individuals to whom it was provided. Training will include the following:

  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
  • How to interact and communicate with people with various types of disabilities;
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person;
  • Applicable team members will be trained on policies, practices and procedures that affect the method in which goods and services are provided to people with disabilities. Team members will also be trained on an ongoing basis when changes are made to these policies, practices and procedures
  • How to use the alternative means to help provide goods or services to people with disabilities

Information & Communication

Knowledgehook is committed to meeting the communication needs of people with disabilities. We will train our team members who communicate with customers on how to interact and communicate with people with various types of disabilities. The Company is committed to providing fully accessible telephone service to its customers. It will train its team members to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. Knowledgehook will offer to communicate with customers by way of web-based customer care requests or e-mail if telephone communication is not suitable to their communication needs or is not available. We will consult with people with disabilities to determine their information and communication needs. When asked, we will provide information about our organization and its services, in accessible formats or with communication supports:

  1. in a timely manner, taking 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

We will consult with the person making the request in determining the suitability of an accessible format or communication support. If the organization determines that information or communications are unconvertible, the organization shall provide the requestor with:

  1. an explanation as to why the information or communications are unconvertible; and
  2. a summary of the unconvertible information or communications.

We notify the public about the availability of accessible formats and communication support.

We will also meet internationally-recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws, whenever possible.

Feedback Process

Knowledgehook welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns. Feedback may be provided over the phone or by email. All feedback will be directed to Knowledgehook’s Human Resources department or Customer Service. Customers can expect to hear back in ten business days. Knowledgehook ensures our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

Recruitment, Assessment and Employment

We notify employees, job applicants and the public that accommodations can be made during recruitment and hiring. Applicants will be informed that these accommodations are available, upon request, for the interview process and for other candidate selection methods. Where an accommodation is requested, Knowledgehook will consult with the applicant and provide or arrange for suitable accommodation, whenever possible. Successful applicants will be made aware of Knowledgehook’s policies and supports for accommodating people with disabilities. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that take into account an employee’s accessibility needs due to a disability.

We will consult with employees when arranging for the provision of suitable accommodation in a manner that takes into account the accessibility needs due to disability. We will consult with the person making the request in determining the suitability of an accessible format or communication supports specifically 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

We will provide the information as soon as practicable after we become aware of the need for accommodation due to the employee’s disability.

Modifications to this Policy

Knowledgehook is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Policies, if any, of Knowledgehook that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

Questions about this Policy

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about this policy, or if the purpose of this policy is not understood, an inquiry can be submitted to Knowledgehook’s HR department.

This document is publicly available. Accessible formats are available upon request.

Notice of AODA Policy and Feedback Process

Provision of goods or services to People with Disabilities.

At Knowledgehook, we strive to improve accessibility for our customers with disabilities. Pursuant to the Accessibility for Ontarians with Disabilities Act, we have developed an Accessibility Customer Service Policy Statement. We welcome any comments, questions and suggestions you may have about the provision of our goods or services to people with disabilities.

To view a copy of our multi-year accessibility plan, please click here.

Please contact us online for your comments or suggestions.