Employer Requirements for the AODA Customer Service Standard
Businesses need to comply with 11 specific requirements and Clear Path can help!
Remember that the Customer Service Standard is the first of five standards.
Remember that the Customer Service Standard is the first of five standards.
Requirement #1Establish policies, practices & procedures on providing goods or services to people with disabilities
Note: Businesses with over 20 employees have additional requirements:
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Examples
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Requirement #2Use reasonable efforts to ensure that your policies, practices & procedures are consistent with the core principles of:
Sometimes the principles need to be balanced in order to achieve the outcome that meets the needs of the person with a disability. |
DetailsDignity
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Examples
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Independence
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Integration
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Equality of Opportunity
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Requirement #3Set a policy on allowing people to use their own personal assistive devices to access your goods and use your services and about any other measures your organization offers
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DetailsAllow people to use their own personal assistive devices to access your goods and use your services, including:
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Considerations
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Requirement #4Communicate with a person with a disability in a manner that takes into account his or her disability
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DetailsSome options:
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Considerations
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Requirement #5Allow people with disabilities to be accompanied by their guide dog or service animal in areas of the premises that are open to the public, unless animal is excluded by law
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DetailsGuide dogs and service animals are only allowed where public has access.
In addition to seeing eye dogs, service animals can also be used for people with autism, mental health disabilities, epilepsy, and physical/dexterity issues. |
Considerations
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Requirement #6Permit people with disabilities who use a support person, to bring that person with them while accessing goods or services in premises open to the public/3rd parties
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DetailsSupport person can be any person who accompanies a person with a disability in order to help with:
May be family/friend, no specific qualifications |
Considerations
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Requirement #7Where admission fees are charged, provide notice ahead of time on what admission, if any, would be charged for a support person of a person with a disability
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Requirement #8Provide notice when facilities or services that people with disabilities rely on to access or use your goods or services are temporarily disrupted
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Considerations
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Requirement #9Train staff, volunteers, contractors & any other people who interact with the public or other 3rd parties on your behalf
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DetailsWho must get trained?
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Requirement #10Train those involved in developing your policies, practices and procedures
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Requirement #11Establish a process for people to provide feedback on how you provide goods or services to people with disabilities
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DetailsEstablish a process for people to provide feedback on how you provide goods or services to people with disabilities:
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Considerations
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