ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT, 2005
What is the Accessibility for Ontarians with Disabilities Act, 2005?
The Accessibility for Ontarians with Disabilities Act, 2005 (AODA), is a law that allows the government to develop and enforce accessibility standards. The standards are made into laws called regulations, and these regulations provide the details to help meet the goal of the AODA. The purpose of the Act is to benefit all Ontarians by:
The customer service standard is the first standard developed under the AODA. Other standards are being proposed for transportation, information and communications, employment and the built environment (the physical features of a building, room or public space).
What are some highlights of the customer service standard?
The standard includes a number of requirements that deal with customer service policies, practices and procedures, training, communicating with people with disabilities, service animals, support persons, admission fees, service disruptions and customer feedback.
Where do customer service policies, practices and procedures fit into the standard?
The customer service standard requires providers of goods or services to do the following:
Who needs to comply with the customer service standard?
The customer service regulation applies to every designated public sector organization and to every other person or organization that provides goods or services to members of the public or other third parties and that has at least one employee in Ontario.
Where can I find out more about the customer service standard?
At www.AccessOn.ca/compliance you’ll find information and resources to help you understand the regulation. You can also contact Accessibility for Ontarians with Disabilities Act Contact Centre (Service Ontario):
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