Resources on issues of accessibility and the Accessibility for Ontarians with Disabilities Act (AODA)
The Customer Service Standard of the AODA gives service providers guidelines on how to start making their goods, services, and facilities accessible to customers with disabilities. The Standard mandates that service providers must offer accessibility features in customer service by:
The Customer Service Standard of the AODA gives service providers venue accessibility guidelines to help them make their goods, services, and facilities accessible to customers with disabilities. The Standard mandates that providers must:
Under the Customer Service Standard of the AODA, service providers must give workers and volunteers AODA customer service training. AODA customer service training teaches workers how to provide goods and services to customers with disabilities. The requirement to train workers applies to all organizations in Ontario with one or more employees.
People who must receive training include:
Under the Customer Service Standard of the AODA, service providers’ policies must include how they will create processes for accessible customer service feedback. These processes must outline how providers will receive and respond to feedback from customers with disabilities about how accessibly they provide goods and services. Accessible customer service feedback ensures that customers with disabilities can communicate with organizations about how well they are meeting customers’ needs.
Under the Customer Service Standard of the AODA, service providers’ policies must state that they welcome support persons. The Standard discusses how service providers must allow support persons in all public places. It also outlines what providers must do to require support persons and how they must advertise when they offer reduced rates for support persons. However, service providers committed to obeying these laws may still have many questions about support persons’ roles, such as what they do and how to tell the difference between support persons and companions.
