Accessibility 360

Slide background

On June 13, 2005 the Accessibility for Ontarians with Disabilities Act (AODA) became law.

Ontario became the first jurisdiction in Canada to legislate a framework and timeline for making Ontario accessible. The goal of the Accessibility for Ontarians with Disabilities Act (AODA) is to make Ontario fully accessible by 2025.

Accessibility 360 is a Business and Training solution and is dedicated to:

• Promoting awareness of the Accessibility for Ontarians with Disabilities Act (AODA) by providing workshops and training sessions.

• Assisting organizations in successfully implementing the requirements of the AODA Accessibility standards

• Providing up-to-date information on the AODA and the impact it has on your business.

• Going beyond compliance in ensuring accessibility is embraced in the workplace to reach the goal of a fully accessible Ontario by 2025.

The compliance date for the Customer Service Standard was January 1, 2012 with an online reporting deadline of December 31, 2012 for organizations that have 20 or more employees.

These standards relate to your business and we are here to ensure you know about them and to help you meet these legal requirements.

Workshops and Training Solutions

The customer service standard requires all businesses and organizations that have over 1 employee and provide goods and services to the public or third party train all their employees and volunteers.

Book a workshop and let us provide an informative session on the AODA, the Customer Service Standard, Disability Awareness, or new information as it is updated and released.

Training Sessions
Many different training solutions are available.  Including customized options to meet your organizational needs.

The Customer Service Standard

The Accessibility Standard for Customer Service is the first standard to be implemented.

The purpose is to;

Identify and remove barriers preventing people with disabilities from accessing goods and services.  It applies to businesses and organizations that have one or more employees in Ontario and that provide goods or services either directly to the public or third parties.

What does the standard require of all employers? That you establish policies and procedures that ensures the provision of goods and services to persons with disabilities.

  1. Ensure that your policies, procedures, and practices treat all customers with dignity and respect.
  2. Establish a policy that allows for a person to make use of their own personal assistive device.
  3. Communicate with a person with a disability in a way that takes into account their disability.
  4. Allow persons with disabilities access to areas of your business or organization normally open to the public accompanied by a guide dog or other service animal.
  5. Allow persons with disabilities to bring a support person when accessing your goods and services.
  6. Provide advance notice when admission fees are charged of accompanying support persons.
  7. Provide advance notice when services and facilities used by persons with disabilities in accessing your goods and services are temporarily disrupted.
  8. Ensure that your staff, volunteers, and all third parties who are otherwise involved with the public receive customer service training a provided by the standard.
  9. Train employees, volunteers, and third parties involved in the development of your policies and procedures.
  10. Develop a feedback process on your provision of goods and services to persons with disabilities.  This must include how you will deal with complaints.

If you have 20 or more employees?

Document in writing all your policies and procedures for the provision of accessible customer service.

  1. Notify customers that these documents are available upon request.
  2. When providing documents required under the accessible customer service standard do so in a format that takes into account the person’s disability.

Failure to comply may result in a monetary fine!


Accessibility Standards are building blocks which are real, measurable tools used to help reach the goal of a fully accessible Ontario by 2025.

The Integrated Accessibility Standards became law on July 1, 2011.  It is composed of 3 distinct standards:

  • Information and Communication Standards
    This standard addresses the remove of barriers in access to information.
  • Employment Standard
    This standard covers paid employment practices involving recruitment, hiring, and other human resource practices
  • Transportation Standard
    This standard will ensure the provision of accessible public transportation to persons with disabilities.

The standard for built environment consist of policies, practices, or other requirements for the identification and removal of barriers with respect to the built environment for persons with disabilities.

This standard will only apply to new construction and extensive renovations.

Need Help? Contact Us

PATH Employment Services
31 King Street East, Suite 100
Hamilton, Ontario L8N 1A1
Phone:  905-528-6611 ext. 243

We are able to provide customized business solutions to help your organization become AODA compliant.