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Please Note:
This Training Resource is not legal advice and should be read together with the official language of the Accessibility Standards for Customer Service, Ontario Regulation 429/07 (?the standard?) and the Accessibility for Ontarians with Disabilities Act, 2005. If there is any conflict between this Resource, the standard and the Accessibility for Ontarians with Disabilities Act, the standard and the Accessibility for Ontarians with Disabilities Act are the final authorities.

This Resource is protected by Crown copyright, which is held by the Queen?s Printer for Ontario. The Resource may be used for non-commercial, not-for-profit purposes only in training on providing service to customers with disabilities.

Ce document est également disponible en français.

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Table of Contents

About the Training Resource

Summary of Training Requirements

Unit 1: Accessibility for Ontarians with Disabilities Act, 2005

Unit 2: The Customer Service Standard

Unit 3: How to interact and communicate with customers who have disabilities

Unit 4: Assistive Devices

Unit 5: Using assistive devices when providing goods and services to a person with a disability

Unit 6: Service Animals

Unit 7: Support Persons

Unit 8: What to do if a customer with a disability is having difficulty accessing goods or services

Unit 9: Policies, practices and procedures

Unit 10: Disruptions in service

Unit 11: Feedback Process

Unit 12: Documentation

Appendix A: Awareness Quiz

Appendix B: Talk about disabilities – Choose the right word

Appendix C: Tips for guiding a customer who has vision loss

Appendix D: Test Your Knowledge