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AODA Resources

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

Best Practices For Serving Customers with Print Disabilities

Under the Customer Service Standards of the AODA, organizations must serve customers with print disabilities. In our last article, we described what print disabilities are. We also discussed how different print disabilities impact what customers can read. In this article, we outline some best practices for serving customers with print disabilities.


Providing Accessible Customer Service in Person

Under the Customer Service Standards of the AODA, service providers must make their goods, services, and facilities accessible to customers with disabilities. Many of these guidelines focus on accessible customer service in person. For instance, providers must:


Best Practices for Serving Customers with Invisible Disabilities

Under the Customer Service Standards of the AODA, service providers must make their goods, services, and facilities accessible to customers with invisible disabilities. In our last article, we described some invisible disabilities. In this article, we outline some best practices for serving customers with invisible disabilities.


Customers with Invisible Disabilities

Under the Customer Service Standards of the AODA, service providers must make their goods, services, and facilities accessible to customers with disabilities. The term “disability” often brings to mind visible disabilities. In other words, providers can tell that a customer has a disability if they use an assistive device or a service animal. However, many people with disabilities do not use assistive devices or service animals. Instead, their disabilities are invisible. Nonetheless, providers must offer accessible service to customers with invisible disabilities. In this article, we describe some invisible disabilities and outline how providers must serve customers who have them.


Best Practices for Serving Customers with Communication Devices

Under the Customer Service Standard of the AODA, service providers’ policies must state that they welcome customers using communication devices. In our last article, we described what a few communication devices are. In this article, we offer some best practices for serving customers with communication devices.