Accessible customer service is not about ramps or automatic door openers. It’s about understanding that people with disabilities may have different needs. It can be as easy as asking “How can I help?” and making small changes to how you serve customers with disabilities. 

Does this apply to me?

The Accessibility Standard for Customer Service applies to all organizations (public, private and non-profit) that provide goods or services either directly to the public or to other organizations in Ontario and that have one or more employees in Ontario.

This includes consultants, manufacturers and wholesalers as well as other businesses and professional services.

What do I have to do?

What you need to do depends on how many employees you have.

How do I count my employees?

Count all full-time, part-time, seasonal and contract employees.

Do not include volunteers or independent contractors in your count.

What happens if I don’t comply?

Our first goal is always to help organizations meet their accessibility requirements. We are here to help you meet your commitments with educational tools and templates that will make it easier for you to understand what you need to do and how to do it.

For organizations that persist in not meeting their obligations, the government has the power to conduct inspections, assign monetary penalties and prosecute through the courts.

The Licence Appeal Tribunal will hear appeals from organizations on compliance matters. The tribunal will not hear complaints from individuals. A person who feels that their human rights have not been met will still need to direct their complaints to the Human Rights Tribunal of Ontario.

Learn more Visit the Government of Ontario e-Laws website to read: Accessibility Standards for Customer Service (Ontario Regulation 429/07) Watch our ASL video:   with captions mobile version without captions mobile version Accessibility Standards for Customer Service - Exemption from Reporting Requirements (Ontario Regulation 430/07)
Watch our webcast: Accessible Ontario — Providing accessible customer service for January 1, 2012 Part 1 talks about the Accessibility for Ontarians with Disabilities Act, 2005 and what it means to provide accessible customer service. You’ll also learn about disabilities and barriers to accessibility.	Transcript - Part 1
Part 2 talks about the Accessible Customer Service Standard and the steps you need to do to be ready for January 1, 2012.	Transcript - Part 2
You can also watch it by downloading the whole video: Windows Media (766 MB)