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AODA Resources

Resources on issues of accessibility and the Accessibility for Ontarians with Disabilities Act (AODA)

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:


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.


Accessible Service Requirements in Ontario

Under the Design of Public Spaces Standard of the AODA, cities and other organizations building or redeveloping service-related elements, such as counters and waiting areas, must make those areas accessible to customers or patrons with disabilities. Accessible service-related elements include:

  • Waiting areas with fixed seating
  • Fixed-queuing guides
  • Service counters

Organizations must make both indoor and outdoor elements accessible.


Accessible Outdoor Play Spaces Requirements

Under the Design of Public Spaces Standard of the AODA, cities and other organizations building or redeveloping outdoor play spaces, such as playgrounds or parks, must make those spaces accessible to children and caregivers with disabilities. Rules for accessible outdoor play spaces apply to private organizations with fifty or more workers and to all public sector organizations.

Accessible Outdoor Play Spaces

Outdoor public play spaces are areas containing: