Under the AODA, public-sector organizations must complete accessibility reports every two (2) years. Similarly, private-sector organizations with twenty to forty-nine (20-49) workers, or fifty (50) or more workers, must complete accessibility reports every three (3) years. The next accessibility reports for organizations in both the public and private sectors are due on December 31st, 2023. Therefore, organizations should have the knowledge they need to complete their reports, this time next year. In the coming year, organizations can gain this knowledge by assessing how compliant they are with AODA standards. Moreover, organizations can use this assessment to improve the accessibility of their services. In this article, we will outline ways of assessing and improving AODA compliance in customer service.
Assessing and Improving AODA Compliance in Customer service
All public-sector organizations, and private-sector organizations with twenty (20) or more workers, need to report on their compliance with the AODA’s Customer service Standards. However, organizations of all sizes need to comply with these standards. For instance, organizations need to:
- Have accessible customer service policies detailing how they will:
- communicate with customers in ways that take their disabilities into account
- Welcome customers using assistive devices
- Welcome customers with:
- Train all workers and volunteers on the AODA
- Notify customers about temporary service disruptions
- Have accessible feedback processes
In addition, organizations with fifty (50) or more workers need to document their customer service policies and training.
How to Assess AODA Compliance in Customer service
Organizations can assess their AODA compliance by requesting anonymous feedback from customers who have needed accessible service. For instance, they can ask customers whether staff interacted with them in ways that aligned with the principles governing customer service policies, such as:
- Respecting customers’ dignity and independence
- Integrating service for customers with and without disabilities, whenever possible
- Offering equal opportunities to customers with and without disabilities
Organizations could also ask customers whether staff:
- Interacted appropriately with their service animal or support person
- Knew how to find and operate any assistive devices available at the premises
- Publicized service disruptions in accessible ways
- Responded well to feedback
Customers describing their positive or negative experiences can help staff recognize what they should or should not do when providing accessible service. For example, a customer could describe an incident when staff spoke to their support person instead of directly to them. However, this customer could also explain how staff learned to speak directly to them. Alternatively, another customer could state that staff discriminated against them by refusing to allow their service animal on the premises.
An organization receiving mostly negative feedback is likely not compliant with the AODA. As a result, the organization will need to make changes, which could include:
- Improving AODA customer service training
- Updating or implementing accessible customer service policies
Accessibility Consulting
In addition, organizations could enter short-term or on-going contracts to consult with people who have disabilities. Alternatively, organizations could request the services of professional organizations that specialize in assessing accessibility. In either case, an accessibility assessor with lived experience of disability could assess the:
- Quality of AODA training
- Content and accessibility of documents, such as:
- Accessible customer service policies
- Feedback processes
- Notifications of service disruptions
Moreover, consultants could also help organizations find resources to support them in strengthening their policies and services.
Improving AODA Compliance in Customer service
Even if organizations are fully compliant, they can still make changes to their policies and services to enhance accessibility. For instance, some services that organizations could offer include:
- Accessible self-service kiosks
- Scent-free policies, and other procedures to serve customers with environmental sensitivities
In addition, organizations can alert all customers about accessible features and services they have, such as:
- Accessible outdoor paths, parking, and entrances
- Signage in accessible formats
- Assistive devices or communication devices available on the premises
- Barrier-free paths of travel within buildings
- Accessible service counters
- Accessible online shopping or other web-based services
- Sign language interpretation for tours or events
Furthermore, organizations that do not yet offer these features and services can explain how they will meet customers’ needs in other ways, such as:
- Meeting customers in accessible locations
- Serving customers by phone or email
- Alerting customers to information on inaccessible signage
Enhanced Customer Service Training
Finally, organizations can improve the quality of the customer service training their staff receive. When staff receive higher-quality training, they can learn:
- About physical, informational, and technological barriers that customers face
- How attitudes and policies create more barriers
High-quality training can also be geared specifically to a business’s services. For instance, restaurant staff could have training that helps them practice:
- Welcoming diners with assistive devices or service animals
- Taking orders from diners using communication supports or devices
- Offering menus in accessible formats
This practice will allow staff to gain experience serving customers with a variety of disabilities.