This publication is available in PDF format.
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.
Table of Contents
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 5: Using assistive devices when providing goods and services to a person with a disability
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
Appendix B: Talk about disabilities – Choose the right word
Customer Service Standard
Organizations with 20 or more employees
