CUSTOMER SERVICE STANDARD ORIENTATION
In 2005, the Government of Ontario passed the Accessibility for Ontarians with
Disabilities Act, also known as the AODA. Its goal is to make Ontario accessible
by 2025, by creating and enforcing accessibility standards.
Under AODA, the Accessibility Standards for Customer Service came into force
in Ontario in 2008. The standard is aimed at making customer service
operations accessible to people with disabilities and applies to all organizations
that provide goods or services, either to the public or to other businesses, and
have one or more employees in Ontario.
1 in 7 Ontarians have a disability (visible or non-visible) and that number is
expected to rise by 2036. Everyone benefits from accessibility – it makes good
business sense and allows people of all abilities to participate fully in everyday
This orientation has been developed to address the training obligation under
the Accessibility Standards for Customer Service and is designed to provide an
awareness of the AODA and the standard.
After completing this orientation participants should have an understanding of:
• Why accessibility is important
• The existence and purpose of accessibility standards
• Types of disabilities
• Existing barriers to accessibility
• How to provide accessible customer service to people with disabilities.