Google is committed to excellence in serving all users including people with disabilities.
Google provides services online and does not interact with users at a physical location. As such, our efforts in better serving users with disabilities relate to improving the way we provide services and goods through online interactions.
Assistive devices
We will ensure that Googlers are trained and familiar with various assistive devices we have that may be used by customers with disabilities while accessing our goods or services.
Communication
We will communicate with users with disabilities in ways that take into account their disability.
Service animals
We welcome people with disabilities and their service animals. Service animals are allowed on any parts of our premises that are open to the public.
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.
Notice of temporary disruption
Where possible, Google will notify its users of known problems with products it provides for users with disabilities. Notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. When possible, the notice will be posted at google.com/accessibility/approach/.
Training
Google will provide training to Googlers who deal with the public or other third parties on our behalf, including to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.
This training will be provided to Googlers as part of orientation and will be placed on Grow. Training will include:
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An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
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Google’s plan related to the customer service standard
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How to interact and communicate with people with various types of disabilities
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How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
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How to use the accessible equipment or devices on our premises, including elevators, automatic doors, wheelchair lifts, or other such equipment
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What to do if a person with a disability is having difficulty in accessing Google’s goods and services
Googlers will also be trained when changes are made to the accessible customer service plan.
Feedback process
To provide feedback on how Google provides goods and services to people with disabilities, users can contact the Google Disability Support team.
Notice of availability
Copies of Google’s Accessible Customer Service Plan and related procedures are available upon request when you contact the Google Disability Support team.
