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Customer Service Policy

Our Commitment

McGraw-Hill Education strives to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are committed to:

  • Ensuring that people with disabilities have equal access to our goods and services
  • Training our staff, who communicate with customers, on interaction and provision of goods and services to people with various types of disabilities
  • Serving people with disabilities who use assistive devices to obtain, use, or benefit from our goods and services, and
  • Welcoming people with disabilities who are accompanied by a support person or a service animal on the parts of our premises that are open to the public.

Providing Goods and Services to People with Disabilities

McGraw-Hill Education will communicate with customers in a way that best meets their needs. Options include:

  • In person on the McGraw-Hill Education premises or at the customer’s place of business
  • Fully accessible telephone, through Bell Relay Service
  • By email or fax (select “Feedback” at left for contact information)

Service Animals, Guide Dogs, and Support Persons

Customers with a disability who are accompanied by a support person, service animal, or guide dog will be permitted access to the areas of McGraw-Hill Education’s premises that are open to the public. Should a person with a disability require a support person for their health and safety, or for the safety of others, McGraw-Hill Education will accommodate this accompaniment.

Purchasing

Purchases can be made via phone, online, or campus/retail bookstore. Invoices will be made accessible in a modifiable format if required.

Training for staff

McGraw-Hill Education will provide training to all current and new employees (permanent, part-time, contract, and practicum students).

Training for staff will include the following:

  • Review of the Accessibility for Ontarians with Disabilities Act and the requirements of the customer service standard
  • Review of McGraw-Hill Education’s policies, practices, and procedures relating to the customer service standard
  • How the Ontario Human Rights Code relates to persons with a disability and the AODA
  • How to interact and best communicate with people with various types of disabilities
  • How to interact with people who use an assistive devices or require the assistance of a service animal or a support person
  • What to do if a person with a disability is having difficulty accessing McGraw-Hill Education’s goods and services

Feedback process

McGraw-Hill Education strives to both meet and exceed customer expectations. Feedback on how well we provide goods and services to people with disabilities is essential to our growth and development. Comments can be made verbally, in writing, and by telephone, email, or fax; this information can be found on our Feedback page on our website. Where possible, concerns will be replied to immediately, however some may require more time to address. In these cases, customers will be advised that they can expect a response within 5 business days.

Notice of temporary disruption

In the event of a planned or unexpected disruption in of the facilities or services specific to people with disabilities, either those individuals will be personally notified beforehand if possible, or a notice will be placed at the building entrance. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

Modifications to this or other policies

McGraw-Hill Education is committed to developing and modifying customer service policies to ensure the respect, dignity, and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact it could have on people with disabilities.

Questions about this policy

This policy exists to ensure customers with disabilities have equal access to our products and services. If you have a question about this policy please contact us at accessibilitycanada@mheducation.com or via our Feedback page on our website.