Accessibility for Ontarians with Disabilities Act (AODA) - Help with compliance
(source: Ontario Ministry of Community and Social Services - Customer Service: What you need to do to comply)
The new Accessibility Standard for Customer Service comes into effect across Ontario on January 1, 2012. If you have any employees, you will be required to establish policies, practices and procedures on providing goods or services to people with disabilities. You will also be asked to train your employees on:
- how to communicate with people with various types of disabilities;
- how to interact with people with disabilities who use assistive devices or require the assistance of a guide dog, other service animal or a support person;
- how to use equipment or devices available at your premises, that may help people with disabilities access your services, such as TTY telephones, elevators, lifts, accessible interactive kiosks or other technology;
- what to do if a person with a disability is having difficulty accessing your services;
- protocol to take if service normally available to the disabled is temporarily not available.
Here is what you need to do:
1. Develop a written Accessibility Standard for Customer Service Plan, (which can also be completed
on line), that must be in place for your customers to review.
2. For the procedures, practices and policies to put in place, please read:
3. Train your employees - refer to video or DVD links below for detailed overview of how to provide training. Keep a record of the date your employees are trained or retrained.
- Customer Service - tools to help you comply:
*for companies with 20+ employees- an Accessibility Report must be filed with government.
Detailed Employer Accessibility Standard for Customer Service handbook, FAQ`s, etc.
Who to contact if you need help:
A CFIB Business Counsellor (Mon-Fri 9-5 p.m) at 1 888-234-2232 or email email@example.com.
ServiceOntario (AccessOn) Phone: 1-866-515-2025, TTY: 416-325-3408, or email firstname.lastname@example.org