Additional RequirementsFeedback Process
Good customer service in any area relies on feedback. You probably have noticed that many stores have feedback forms and boxes or invite you to complete an online survey. Good customer service for persons with disabilities also includes a process for receiving and responding to feedback.
The standard requires your university to establish and implement a process for receiving and responding to feedback about the way you provide goods or services to persons with disabilities.
The process must allow people to give feedback in a number of ways:
In person
By telephone
In writing
By email
On disk
By other methods
Using a variety of methods ensures that you take into account the varying communication needs of persons with disabilities.
Example
Jordan, captain of the rowing team, is leaving the physical education centre after his morning practice. He rolls up to the door opener button but is unable to reach it because there is a bucket of sand right in front of it. Fortunately, he is strong enough to move it.
Later, he goes to his university’s website looking for a way to let someone know so that it doesn’t happen again. He sends a message to the physical plant office and receives an automatic reply thanking him for his feedback with details about how the office manages feedback and that someone will be in touch with him shortly.
Of course, an important part of giving feedback is knowing what will happen afterwards. The standard requires your university to specify the action that staff, faculty or other respondents will take if a complaint is received.
In Jordan’s case, he can expect someone to follow up with him about the blocked access to the door opener.
Finally, the standard requires that your university make information about the feedback process readily available to the public. This will help inform people that the feedback process is available and provide them with information about accessing it.
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