It is the goal of University of Toronto Press to carry out its business activities in a manner which is welcoming and inclusive of all people with whom we have contact, and to foster a climate of mutual understanding and respect for the dignity of all persons. Through its commitment to identifying and removing barriers to accessibility UTP works to facilitate access to goods, services, and opportunities in a manner that will enable individuals with disabilities to share the same level of access as other members of our community.


UTP welcomes questions and feedback from individuals about the accessibility of content on our websites, who wish to make alternate-format requests, or to tell us how we are doing to provide goods or services to people with disabilities. Feedback is welcome at any time through the following approaches:


By telephone: 416-978-2239, ex. 2221

By fax: 416-978-4738

By letter:
Vice President, Human Resources
University of Toronto Press
800 Bay Street, Mezzanine
Toronto ON M5S 3A9 Canada

All feedback will be directed to the Vice President, Human Resources.


University of Toronto Press is committed to excellence in its service to all customers including people with disabilities. As part of this commitment UTP will strive at all times to deliver its goods and services in a manner that respects the dignity and independence of people with disabilities, treats all people with inclusiveness, and promotes and maintains human rights.


UTP will fulfill this commitment by carrying out our service related functions and activities to support the needs of people with disabilities through the following measures:

  • Communication
    We will communicate with people with disabilities in ways that take into account their disability. We will notify customers of our commitment and practices related to this policy through a notice posted on our premises and on our website.
  • Assistive devices
    We are committed to serving people with disabilities who use assistive devices to obtain, use, or benefit from our goods and services. We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
  • Service animals
    We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public and other third parties.
  • Support persons
    A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will not be charged for support persons to be present on our premises.
  • Notice of temporary disruption
    In the event of a planned or unexpected disruption to services or facilities such as elevators, pathways, or ramps usually used by customers with disabilities, University of Toronto Press will notify customers promptly. The notice will be placed at all public entrances at the affected location, and in a visible location close to the services and facilities affected. It will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
  • Training for staff
    University of Toronto Press will provide training to employees and others who deal with the public or other third parties on their behalf. Individuals in the following positions will be trained: All Retail Division managers and staff working in publicly accessible areas or potentially providing service by telephone, and managers and customer service staff of other divisions who deal with the public. This training will be provided to staff within one month of hire.
    Training will include:
    • An overview of the Accessibility for Ontarians with Disabilities Act, 2005, the requirements of the customer service standard, and this plan.
    • 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.
    • How to use any assistive devices available on the premises.
    • What to do if a person with a disability is having difficulty in accessing University of Toronto Press goods and services.
    Staff will also be trained or informed when changes are made to UTP’s plan.


Any policy of University of Toronto Press that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.


University of Toronto Press is working towards full compliance with AODA targets relating to accessibility and the prevention and removal of barriers to accessibility. The compliance timelines used in the development of this plan relate to UTP as a not-for-profit sector organization employing more than 50 employees. Our plans and programs will be reviewed and updated at least every five years.


  • Customer Service Policy and Accessibility Standard, statement of commitment, identification of barriers, preparedness to provide accommodations relevant to persons with disabilities wanting to access our products or services, training of service staff and managers (on implementation and ongoing), posting of relevant documents on website and in stores, identification of contact to address concerns to, and reporting of compliance.
  • All staff trained on AODA in relation to the Ontario Human Rights Code (completed June 2014).
  • Feedback processes established – UTP welcomes feedback through email, by telephone, fax, and letter, as indicated.
  • Through our website UTP provides links to free downloadable accessibility software. Type size in the site can also be adjusted using “Control” key functionality.
  • Accessible formats and communication supports: we provide supports that take into account the disabled person’s accessibility needs at a cost not exceeding the regular cost charged to other persons, and will consult with the person making the request about the suitability of the format (the final determination of what support will be provided is UTP’s).
  • As UTP is a “producer of educational or training material,” we make accessible or “conversion ready” versions of textbooks and other materials available upon request.
  • Self-serve kiosks at our bookstore located at 214 College Street include an ATM machine and a computer that is used to provide information about textbooks available for course use and for accessing our website while in store. Employment related accessibility standards were implemented prior to the January 1, 2016 deadline. These include practices that relate to the recruitment, selection, and hiring process, and informing employees of policies, accessible formats and supports, as well as a return to work program. (This will be similar to the Early and Safe Return to Work Program that is already in use to assist with the return of staff who have had a workplace accident.) Through our Performance Planning and Review (PPR) program we will take into account the accessibility needs of disabled employees, as well as individual accommodation plans. We will also be able to provide a detailed individual accommodation plan for a disabled employee when needed. Any future programs designed to assist with career development and advancement will also take into account individual accessibility needs and accommodation plans.

Future Plans:

  • All UTP websites and web content will be brought into conformity with the World Wide Web Consortium Web Content Accessibility Guidelines (“WCAG”) 2.0, initially at Level A, and increasing to Level AA. Any new websites and web content will be developed to conform with WCAG 2.0 Level A at that time of their launch. A new publishing website will launch in 2017 and will be compliant. Other remaining websites and web content will conform with WCAG 2.0 Level AA by January 1, 2021.


Links to free downloadable accessibility solutions: Applications.htm

In addition, the “Control” or “Ctrl” key on your keyboard can be used with the scroll wheel on your mouse, or the plus (+) and minus (-) keys as follows: Hold down Ctrl while tapping + to enlarge the onscreen type and images, Ctrl – to reduce, and Ctrl 0 (zero) to return to the default size. Alternatively, hold down the Ctrl key while rolling the wheel on the mouse forward or back to enlarge or reduce type and images.