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What is the Customer Service Standard?

The customer service standard under the AODA outlines requirements for service providers to make their goods, services, and facilities accessible for customers or patrons with disabilities.

What is the Customer Service Standard?

Accessibility Barriers

The Customer Service Standard mandates that service providers must find ways to break down barriers that prevent customers with disabilities from accessing the services they need. Barriers may be due to:

  • Physical obstacles
  • Technology

Accessible Public Spaces in Ontario

Under the Design of Public Spaces Standard of the AODA, organizations must make new and redeveloped public spaces accessible. Accessible public spaces include:

Cost, Demand for DARTS Accessible Transit Service Continues to Grow

Executive director Mark Mindorff said eligibility requirements and service area are behind the rise News Feb 12, 2019
by Natalie Paddon The Hamilton Spectator

Mayor Fred Eisenberger wants to see city staff compare the cost of DARTS to accessible transit services in other municipalities.

The request followed a presentation by the DARTS’ CEO and executive director at Monday’s general issues committee meeting where he said the budget and demand for the door-to-door transportation service continue to rise.

Accessible Outdoor Public Use Eating Areas

Under the Design of Public Spaces Standard of the AODA, cities and other organizations building or redeveloping outdoor public use eating areas must make those areas accessible to visitors with disabilities. Rules for accessible outdoor public use eating areas apply to private organizations with fifty or more workers and to all public sector organizations.

Does A Toronto Star Queen’s Park Columnist Hint that David Onley’s AODA Independent Review Will Find Ontario’s Disability Accessibility Situation in Need of Reforms?

Accessibility for Ontarians with Disabilities Act Alliance Update United for a Barrier-Free Society for All People with Disabilities Twitter: @aodaalliance

February 11, 2019


The February 9, 2019 Toronto Star includes a column by veteran Star columnist Martin Regg Cohn, set out below, that reports on David Onley’s great frustration with the accessibility barriers he continues to face. On January 31, 2019, Mr. Onley submitted his final report on his Government-appointed Independent Review of the implementation and enforcement of the Accessibility for Ontarians with Disabilities Act.