AODA Resources

Under the Customer Service Standard of the AODA, service providers’ policies must state that they welcome support persons. Here we outline support persons law that service providers should follow.

Support Persons Law in Ontario

Support persons assist people who have disabilities with a variety of tasks, such as:
• Communication
• Mobility
• Accessibility
• Daily living needs
• medical care
A support person can be a paid personal support worker (PSW), a volunteer, a family member, or a friend. Service providers should always look at and speak directly to a customer with a disability, not their support person, even if the customer is communicating through the support person.

Support Persons Law in Ontario. Read full article.

Under the Customer Service Standard of the AODA, service providers must notify customers about temporary service disruptions. Temporary service disruptions happen when services that customers with disabilities might rely on are temporarily unavailable.

Temporary Service Disruptions

There are many reasons why different kinds of services might be temporarily unavailable, including:

Temporary Service Disruptions: When and How to Notify Customers. Read full article.

• Scheduled maintenance on structural features, such as:
  • Accessible parking spaces
  • Ramps
• Unexpected events, such as:
  • An out-of-order accessible washroom

Under the Customer Service Standard of the AODA, service providers’ policies must state that they welcome service animals. The Standard discusses how service providers must allow service animals in almost all public places. It also outlines what providers must do to accommodate customers who need to go to places where their service animals are excluded by law. However, service providers committed to obeying these laws may still have many questions about service animals, such as what they do and how to behave around them. Here we offer some best practices for understanding service animals that service providers should follow.

Understanding Service Animals. Read full article.

Under the Customer Service Standard of the AODA, service providers’ policies must state that they welcome service animals. Here we outline service animal laws that service providers must follow.

Service Animal Laws for Ontario Workplaces. Read full article.

Under the Customer Service Standard of the AODA, service providers’ accessibility policies must outline how providers will communicate with customers who have disabilities. Communicating with customers with disabilities involves knowing that people sometimes give, understand, and receive information in different ways. Providers can start by making any written or multi-media information available using accessible formats or communication supports. Examples of this information include:

Communicating with Customers with Disabilities. Read full article.

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