As of January 1, 2012, the Accessibility for Ontarians with Disabilities Act (AODA) legally required all organizations, both public and private, that provide goods or services either directly to the public or to other organizations in Ontario (third parties) and that have one or more employees, to provide accessible customer service to persons of all ability levels. The first regulation under the AODA was the Customer Service Standard which, as of July 1, 2016, became part of the Integrated Accessibility Standards Regulation (IASR) along with four other key areas of daily living: Information and Communications, Employment, Transportation, and Built Environment.
All providers covered by the Accessible Customer Service Standard must train employees and volunteers on accessible customer service and how to interact with people of varying disabilities, regardless of whether or not they have direct contact with the public. In addition, establish policies, practices and procedures on providing goods or services to people with disabilities.
Are you meeting your AODA compliance under the law? Have you developed your policies and rolled-out the necessary training?