The Accessibility for Ontarians with Disabilities Act requires the review of each accessibility standard five years after it becomes law to determine whether the standard is working as intended and to allow for adjustments to be made as required.

The Accessibility Standards Advisory Council/Standards Development Committee (the Committee) reviewed the Accessibility Standard for Customer Service in 2013-2014 at the direction of the Minister of Economic Development, Trade and Employment. The Committee includes leaders from the disability community and from organizations that must comply with accessibility standards.

Final proposed revisions

The Committee delivered its final proposed revisions to the Accessibility Standard for Customer Service in the fall of 2014 for the government's consideration.

Next steps

The government is carefully reviewing the Committee’s recommendations and will be considering potential changes to the standard. The government may accept the Committee’s recommendations in full, in part, with modification, or not at all.

Public involvement

The Committee received feedback from the public on the Committee’s initial proposed revisions to the Accessibility Standard for Customer Service from March 3, 2014 to May 22, 2014, before developing its final proposed revisions.

Committee meetings

As required by legislation, meeting minutes, progress reports, and terms of reference are posted online.

NOTE: If there is a conflict between a document that describes the Accessibility Standard for Customer Service regulation and the regulation itself, the Accessibility Standard for Customer Service regulation prevails. The proposed revised Accessibility Standard for Customer Service is representative of the work of the Committee and does not reflect the proposed direction of the Government of Ontario.

Background

The purpose of the Accessibility for Ontarians with Disabilities Act (AODA) is to achieve an accessible Ontario by 2025 through the development, implementation and enforcement of accessibility standards that apply to the public, private and not-for-profit sectors.

The government of Ontario developed accessibility standards to identify, remove and prevent barriers in key areas of daily living:

All organizations with one or more employees in Ontario are required by law to comply with the AODA and its accessibility standards.

The Accessibility Standard for Customer Service sets out requirements to achieve accessible customer service.