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:

1. developing, implementing and enforcing accessibility standards in order to achieve accessibility for Ontarians with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises on or before January 1, 2025


2. providing for involvement in the development of the accessibility standards by persons with disabilities, the Government of Ontario and representatives of industries and various sectors of the economy 

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:

1. Establish policies, practices and procedures on how they will provide goods or services to people with disabilities.  These policies, practices and procedures are in addition to those specifically identified in other sections of the standard.


2. Use reasonable efforts to ensure the policies, practices and procedures are consistent with the principles laid out in the customer service standard.  These principles are dignity, independence, integration and equal opportunity.


3. Develop a policy on allowing people to use their own personal assistive devices to access goods and services and on any situations where such use may not be permitted.  Personal assistive devices are such things as walkers, white canes used by people who are blind or who have low vision, note-taking devices and personal oxygen tanks to assist breathing.


4. In addition, address any measures an organization offers to enable people with disabilities to access goods and use the services.  This may include assistive devices, services or methods, alternate formats of documents, or assistance of a staff person to complete a form. 

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):

• Toll-free: 1-866-515-2025


• TTY: 416-325-3408 / 1-800-268-7095 (toll-free)


• Fax: 416-315-3407


• Website: http://www.accesson.ca

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