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Accessibility

 

 


Accessibility Standards for Customer Service,
Ontario Regulation 429/07

Accessibility for Ontarians with Disabilities Act
(AODA) 
Customer Service Standard - what is a Customer?
A customer is defined as anyone who contacts our organization for any reason, or is affected by anything we do:  clients, tenants and even visitors.
It includes provision of goods and services by employees, contractors, service providers, students, volunteers, and others who could reasonably be expected to interact with the public on our behalf or influcence the development of policies, procedures and practices.
People with disabilities may require assistance or accommodation in the way that goods and services are provided to them.  They type of accommodation provided may vary depending on the customer's unique needs.
 
What is Accessible Customer Service?
The Government of Ontario launched the Accessible Customer Service Standard with the goal to ensure that people with disabilities get the same level of service as everyone else. They may require assistance or accommodation in the way that goods and services are provided to them. The type of accommodation provided may vary depending on the customer’s unique needs.
The Accessible Customer Service Policy and associated practices and procedures must address:
  • Accessible Customer Service (the manner in which goods and services are provided to persons with disabilities)
  • Accessible Customer Service Training
  • Use of Assistive Devices
  • Service Animals and Support Persons
  • Alternate Format of Documents
  • Availability of Documents
  • Notice of Service Disruption
  • Customer Feedback Mechanisms
The Standard sets out obligations for all public and private sector organizations in Ontario to provide goods or services in a way that is accessible to people with disabilities in Ontario and have policies in place to achieve this goal by 2012. 
 Accessibility Icons
The Accessibility Standards for Customer Service requires that we:
  1. Establish customer service policies, and procedures for providing goods or services to people with disabilities.
  2. Use reasonable effort to ensure that the policies and procedures are consistent with the principles of independence, dignity, integration and equality of opportunity.
  3. Provide information on how persons with disabilities can use their own personal assistive devices to access your services and about any other measures ADSAB offers (assistive devices, services or methods) to enable access to services.
This Customer Service Policy will encompass the following policies and practices:
  • Assistive Devices Policy – allowing people with disabilities to use their own assistive devices (e.g. cane, wheelchair, oxygen tank, etc.) to access ADSAB goods and services. 

  • Communication Policy - how to communicate with people with disabilities in a manner that takes into account their disability.

  • Service Animal Policy – to allow people with disabilities to be accompanied by their guide dog or service animal in areas of your business that are open to the public.

  • Support Person Policy – to permit people with disabilities who rely on a support person to bring that person with them while accessing your goods or services.
  • Disruption of Services (Temporary or Planned) Policy – to let people know if services/technology will be out of services.
  • Feedback Policy – to let customers with disabilities provide feedback on how ADSAB met their needs and establish a process to respond and take action on any complaints.

ADSAB must ensure that the provision of goods and services to persons with disabilities is consistent with the following principles:
 

The following links provide important information regarding Accessibility:

NOTICE OF SERVICE DISRUPTIONS

FEEDBACK PROCESS

ALTERNATE FORMAT OF DOCUMENTS 
  Accessibility Icons