The first regulation under the Accessibility for Ontarians with Disabilities Act
(AODA) was the Customer Service Standard. The next four standards are part of the Integrated Accessibility Standards Regulation
The Information and Communications standards describes how businesses and organizations are required to design, provide and receive information and communications in ways that are accessible for people with disabilities.
Employment Accessibility standards address paid employment practices related to employee-employer relationships, which could include recruitment, hiring, and retention policies and practices.
Accessible Transportation standards have been identified as crucial for people with disabilities. Access to transportation is needed for going to work or school, shopping and other aspects of daily life. The focus is on making transportation services accessible, including buses, trains, subways, streetcars and ferries.
Design of Public Spaces standards outlines specific requirements that make it easier for everyone - people with disabilities, seniors and families - to use public spaces. For example, recreational trails and beach access routes, outdoor public use eating areas, and outdoor play areas.
Why It’s Important
People with disabilities dine out, work, travel, shop and do business. People with disabilities have spending power! A Royal Bank study released in the year 2000 estimated the spending power of people with disabilities to be $25 billion dollars a year in Canada. Businesses that are accessible attract more customers and improve services for everyone.
We all benefit when everyone has access to places, people, and experiences. Ontario benefits daily from the many contributions made by people with disabilities. Greater accessibility will also help prepare Ontario for the future. As our population ages, the number of people with disabilities will increase. Seniors and people with disabilities will represent 20-25 percent of the Canadian recreation, retail, entertainment, workplace and housing marketplaces in the next ten years and beyond.
If we make our businesses more accessible to people with disabilities, we commit to making Ontario a place where everyone has the opportunity to succeed. As employees, you have an important role to play in helping people with disabilities gain greater access to our products and services.
This AODA compliance training is also important because the AODA is a law, and the Customer Service Standards are a part of that law. Harassment and discrimination on the basis of disability are against the law, and they are infractions of your employer’s Harassment Policy. The legislation prohibiting discrimination against people who are disabled is the Ontario Human Rights Code (OHRC), which gives each of us an equal opportunity to work and live without being hindered by discriminatory practices.
The OHRC also ensures that people who require accommodation will receive it up to the point of undue hardship.
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With our AODA-IASR video DVD Kit, you receive:
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- 15-minute video DVD
- Substantial Leader Guide (Word format)
- Reproducible Participant Guide (Word format)
- Professional PowerPoint presentations (General Requirements; Information & Communications Standards; Transportation Standards; Employment Standards; and Design of Public Spaces Standards)
- Human Rights Reference Tool (HTML & Word format)
- Well-crafted AODA-IASR Policy (Word format)
- Randomized testing based on the video and course content is provided in this training kit, with three separate quiz versions to provide workshop leaders with the option for refreshing the quiz
- Certificate of Completion
- Scheduling Sheet to track your learners
"Thank you very much, we truly appreciate HR Proactive’s AODA training DVD, it is easy to follow and covers our compliance requirements. Again, we appreciate you accommodating our temporary employees in the field with a link to the video so that they could access it remotely. That was important for us to capture all working employees!"
, Pal Personnel Services
Meet your obligation for AODA compliance - Integrated Accessibilty Standards Regulation. Order your AODA-IASR video DVD online today
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AODA-IASR & THE HUMAN RIGHTS CODE + AODA CUSTOMER SERVICE
HR Proactive has bundled our AODA-IASR and the Human Rights Code + AODA Customer Service video DVD kit(s) so that you can train new hires, seasoned workers, and conduct refresher training sessions with ease. Our products have everything you need to conduct professional workshops. There are quizzes built into the DVD(s) after each module to ensure your employees understand the concepts related to working with and serving people with disabilities. Employers rely on HR Proactive for comprehensive compliance training materials made easy to implement. Ask us about putting all our compliance videos on your company’s customized launch page so that your employees can access 24/7.
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AODA CUSTOMER SERVICE + Bill 168
HR Proactive has bundled our AODA Customer Service + Bill 168 video DVD kit(s) so that you can meet your compliance obligations with ease. There are quizzes built into the DVD after each module to ensure your workers understand the concepts related to providing accessible customer service to members of the public with disabilities (AODA), and preventing harassment and violence in the workplace.
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AODA CUSTOMER SERVICE + WHMIS
HR Proactive has bundled our AODA Customer Service + video DVD kit(s) so that you can train seasoned employees and new hires, and conduct refresher training sessions with ease. There are quizzes that will test your workers’ understanding of the concepts related to providing accessible customer service to members of the public with disabilities (AODA), and WHMIS (workplace hazards). Ask us about putting all our compliance videos on your company’s customized launch page so that your employees can access 24/7.
What Requirements Apply to All Providers?
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AODA CUSTOMER SERVICE + BILL 168 + WHMIS
HR Proactive has bundled our AODA – Accessible Customer Service + Bill 168 + WHMIS video DVD kit(s) so that you can train seasoned workers and new hires with ease and confidence. There are quizzes that will test your workers’ understanding of the concepts related to providing accessible customer service to members of the public with disabilities (AODA), harassment & violence (Bill 168), and WHMIS (workplace hazards).
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The following requirements of the customer service standard apply to all providers that are covered by the standard. If you are a provider, you must:
What Additional Requirements Apply to Designated Public Sector Organizations and Providers with 20 or more Employees?
- Establish policies, practices and procedures on providing goods or services to people with disabilities.
- Set a policy on allowing people to use their own personal assistive devices to access your goods and use your services and about any other measures your organization offers (assistive devices, services, or methods) to enable them to access your goods and use your services.
- Use reasonable efforts to ensure that your policies, practices and procedures are consistent with the core principles of independence, dignity, integration and equality of opportunity.
- Communicate with a person with a disability in a manner that takes into account his or her disability.
- Train staff, volunteers, contractors and any other people who interact with the public or other third parties on your behalf on a number of topics as outlined in the customer service standard. You are not required to train third-party providers, such as contracted cleaners who work for you, but you must obtain proof from the contractor that the workers have received the appropriate training.
- Train staff, volunteers, contractors and any other people who are involved in developing your policies, practices and procedures on the provision of goods or services on a number of topics as outlined in the Customer Service Standard.
- Allow people with disabilities to be accompanied by their guide dog or service animal in those areas of the premises you own or operate that are open to the public, unless the animal is excluded by another law. If a service animal is excluded by law, use other measures to provide services to the person with a disability.
- Permit people with disabilities who use a support person to bring that person with them while accessing goods or services in premises open to the public or third parties.
- Where admission fees are charged, provide notice ahead of time on what admission, if any, would be charged for a support person of a person with a disability.
- Provide notice when facilities or services that people with disabilities rely on to access or use your goods or services are temporarily disrupted.
- Establish a process for people to provide feedback on how you provide goods or services to people with disabilities and how you will respond to any feedback and take action on any complaints. Make the information about your feedback process readily available to the public in alternative formats upon request.
If you are a designated public sector organization or other provider with 20 or more employees, you must:
- Document in writing all your policies, practices and procedures for providing accessible customer service and meet other document requirements set out in the standard.
- Notify customers that documents required under the customer service standard are available upon request.
- When giving documents required under the customer service standard to a person with a disability, provide the information in a format that takes into account the person’s disability.
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