Accessible Customer Service - Training
Frequently Asked Questions
1. Who is responsible to complete the Accessible Customer Service training?
Queen’s University must train: staff (including faculty), volunteers, contractors, student
leaders and any other people who interact with the public or other third parties on your
behalf on a number of topics as outlined in the customer service standard.
Note: If employees are in the Human Resources database with an “active” record, i.e.
Emeritus Professors, they will appear on the Accessible Customer Service training
Also, approved in February 2011, ALL graduate students must complete the Accessible
Customer Service training.
2. I have completed the Accessible Customer Service training but I am appearing as
incomplete on the compliance report for my department or I am not appearing at all.
What should I do?
Contact the Equity Office by phone at 613-533-2563 or email at firstname.lastname@example.org to
determine if there is a data error. This could occur if:
Your staff number was entered wrong when registering for the online training
You do not have an active record in the Human Resources
You did not receive an email of completion for the training
3. I’m trying to register to complete the online training and I don’t know/ my employee
You have a few options:
If you have a pay stub, your employee number will be on the top left
You can contact your departmental coordinator
You can contact Human Resources
You can contact the Equity Office
4. I am trying to complete the training but I keep getting an error saying my staff number
or email address was entered incorrectly, What do I do?
Contact the Equity Office by phone at 613-533-2563 or email at email@example.com and
they can correct your email or staff number so that you can continue with your
5. I don’t like the word “customers”. My students are not customers and I am not
employed in a “customer service” role.
Under the Ontario Human Rights Code, education is considered a service. By extension,
Ontario universities are service providers. The Accessibility for Ontarians with
Disabilities Act (AODA), 2005 models its regulations to the extent that is possible upon
language contained in the Code.
Granted, the word “customer” does not translate as completely in a university setting as
it does in other settings. However, in crafting a standard that applies to every Ontario
organization with one employee or more, the standard development committee
decided on language that would encompass as many different public types as possible:
students, clients, patients, investors, patrons, etc. For the purposes of the University’s
compliance with the AODA, our students are customers.
6. I don’t have any contact with the public in the work I do at Queen’s. Am I still required
to do this training?
“Interacting and communicating with the public” involves not only face-to-face
interaction. It also includes the many other everyday activities: email, telephone,
interaction through the web, etc.
7. I’ve already taken this training at another organization (City of Kingston, Public Health,
and St. Lawrence College). Do I need to do this again?
Queen’s University, in partnership with the Council on Ontario Universities, designed
this online course especially for Ontario universities. We took the content as set out in
the regulation and crafted a course specific to the university setting.
However, if you think the training you have already completed prepares you sufficiently
for meeting the accessible customer service needs of our students and other members
of the Queen’s community with disabilities, then this will satisfy the training
requirement. Please send the training verification form to the Equity Office by email to
firstname.lastname@example.org. Once we receive this information, we will enter your completion
into our system.
8. I’ve already completed training delivered by the Equity Office. Do I need to do the
online training too?
No, if you attended the in-person training accessible customer service training delivered
by the Equity, you do not need to complete the online course. If you continue receiving
reminder notices, please contact the Equity Office at email@example.com to ensure our
records are accurate.
9. We have quite a few employees in our department who do not have regular access to a
computer. Can we book an in-person session for these employees?
Absolutely, please contact the Equity Office at firstname.lastname@example.org to arrange for a
customized training session for your department.
10. We have employees who do not have a Queen’s email but they have employee
The system does not match email addresses to employee or student identification
numbers. Employees may use their departmental email address (e.g.,
email@example.com) rather than an individual address to complete the training.
11. Do I have to complete all the modules at the same time or can I come back to it where I
You can take as long as you need to complete three modules, as long as you complete
the training before June 30, 2011. Please use your browser to bookmark the place in
the module where you left off. Instructions for both Internet Explorer and Mozilla
Firefox are available on the course introduction page at: