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Our Commitment to Customers with Disabilities

We are Committed to Creating an Accessible Workplace

As an organization, we are committed to understanding the needs of all customers and to meeting legislative requirements as they relate to customers, our business and our employees.

To comply with the Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c. 11 (AODA), we have implemented policies and procedures to treat all customers and employees with dignity and respect. We are dedicated to identifying and removing barriers so that we promote a safe, accessible environment for our customers, employees, suppliers, job applicants, visitors, and all others who enter our premises, do business with us, access our company website or communicate with us. We are also committed to giving persons with disabilities the opportunity to access our goods and services in the same place and in a similar way as other customers, and to accommodating applicants and employees to provide equal access to employment opportunities.

Accessibility Standards for Customer Service

The Accessibility Standards for Customer Service (O. Reg. 429/07) became applicable to Carswell on January 1, 2012. Carswell has written policies and procedures governing the provision of its goods and services to persons with disabilities. The policies and procedures are available to all customers upon request. Carswell offers feedback processes for customers to share their experiences with us, provides training to employees who interact with customers, and completes compliance reports every three years. View our Policy for providing access to goods and services to people with disabilities here.

Integrated Accessibility Standards

Pursuant to the Integrated Accessibility Standards, O. Reg. 191/11, the deadlines for standards outlining compliance for information and communication will become applicable to Carswell on January 1, 2014. You may view Carswell's multi-year accessibility plan here.

Access to Information from an Online Product or Website

Carswell strives to make its products and services accessible to all users, where practical. To meet the requirements in Part II of the Integrated Accessibility Standards we are actively working within the mandated timelines to increase the accessibility and usability of our online products and websites, and in doing so, to adhere to many of the principles, guidelines, success criteria and techniques as defined in the World Wide Web Consortium Web Content Accessibility Guidelines 2.0 (WCAG 2.0). WCAG 2.0 assists website developers by describing best practices for creating websites that are accessible to all users.

Our efforts to make our websites and content meet AODA and WCAG 2.0 guidelines to improve accessibility are ongoing, and we will make every effort to incorporate accessibility features where possible and practical into new material added to our online products and websites. We encourage anyone who experiences difficulties accessing information tocontact our Accessibility Manager at or by phone at 1-855-672-5240. In cases where information is not available in an accessible format, reasonable efforts will be used to provide customers with an accessible alternative or assistance in acquiring the information they need.

Carswell supports customers with disabilities by providing an alternate version of information available in an online product, where practical, upon request. To request an alternate version of information, please contact our Accessibility Manager. Please note that not all information may be available in an alternate format.

Additionally, due to conditions beyond our control, there are some instances where we are unable to provide information in an accessible format (for example, some RSS feeds, etc). We will be monitoring these sections, and develop an accessible solution as technology improves, and where it is reasonable to do so.

Our online products and websites may also contain links to documents and websites of external organizations, and internal archival documentation and websites, which may not provide full accessibility.

Archived Content

Information identified as “archived content” in any of our websites or products is provided for reference, research or recordkeeping purposes. It is not subject to the Web Standards and has not been altered or updated since it was archived. Please contact our Accessibility Manager to request an accessible alternative (if available) or assistance in acquiring the information you need.

A statement advising customers of content that is not accessible will be provided where required (sample below):

Carswell is committed to providing web content and web services which are accessible to the widest possible audience. Unfortunately, it is not always possible to enable accessibility and usability to all areas of the website. Carswell acknowledges that while attempting to ensure information is as up to date as possible, some content may not be as accessible to some users. If you have any difficulties, questions or suggestions regarding the accessibility of this site, please contact us at

Archived Content: This content was archived in xxx, 20xx. Information identified as archived is provided for reference, research or recordkeeping purposes. It is not subject to WCAG 2.0 Standards and has not been altered or updated since it was archived. Please contact us if you require an alternate format.

Access to Academic Materials

Everyone needs to be able to learn, and Carswell supports learning by making available accessible or conversion-ready versions of course-required print materials in .pdf format directly to schools, colleges and universities upon request. The .pdfs can be used in conjunction with specially designed software to create specially formatted copies and/or sound recordings tailored to the individual needs of the student.

To request .pdf copies of course-required titles, view our Accessibility Policy on the Carswell Desk Copy site at

Questions or Feedback

As we continue to improve our online products and websites, we will update our Accessibility statement.

If you have questions or feedback about the accessibility of any of our products, or if you require an alternate format of a specific product or content from one of our websites, please contact our Accessibility Manager by email at, by phone at 1-855-672-5240, by fax at 416-298-5004, or by letter addressed to Accessibility Manager at Carswell, a Thomson Reuters business, 2075 Kennedy Road, Scarborough, Ontario M1T 3V4. Your feedback will help us improve the experience for all customers.

November 18, 2013