[AODA] Accessible Customer Service Policies

The goal of the Accessibility for Ontarians with Disabilities Act, 2005, is to make Ontario accessible to people of all abilities by 2025. The Accessibility Standards for Customer Service were created to ensure that goods and services are accessible to all Ontarians and that persons with disabilities are provided with alternate document formats, communication and accommodation supports upon request.

This policy outlines the responsibilities and expectations of all [ENTER NAME OF YOUR ORGANIZATION] employees and volunteers in providing goods and services to our customers. In fulfillment this commitment, [ENTER NAME OF YOUR ORGANIZATION] will strive to offer the same opportunity or reasonable alternative to access our goods and services to customers with disabilities.

[ENTER NAME OF YOUR ORGANIZATION] will ensure that employees are trained and familiar with any assistive devices the organization may have on site for use by persons with disabilities. Employees will ensure that customers with their own assistive devices are able to use those devices to access or benefit from our services.

[ENTER NAME OF YOUR ORGANIZATION] is committed to communicating with people with disabilities in ways that take into consideration their disability. Communication channels may include email, telephone or in person, depending on the individual need. As technology evolves, we commit to staying abreast of best practices.

[ENTER NAME OF YOUR ORGANIZATION] welcomes customers with disabilities and their service animals. Service animals are allowed in the parts of our premises that are open to the public. Service animals include dogs used by customers who are blind, hearing alert animals for customers who are Deaf, deafened or hard of hearing, and animals trained to alert an individual to an oncoming seizure.

[ENTER NAME OF YOUR ORGANIZATION] welcomes customers with disabilities and their support persons. A support person is an individual hired or chosen by a customer with disability to provide services or assistance with communication, mobility, personal care, medical needs or with access to goods or services. The support person could be a paid personal support worker, a volunteer, a friend or a family member.

Fees will not be charged for support persons


OR (DELETE TOP OR BOTTOM CLAUSE)


Entrance fees will be charged in the amount of [ENTER SUPPORT PERSON’S FEE] to the support person for admission to [INSERT NAME OF YOUR ORGANIZATION]’s premises.

We will notify customers of Support Person Admission Fees this through a notice posted on our premises and on our website. [INCLUDE ANY OTHER MEANS BY WHICH YOUR ORGANIZATION WILL NOTIFY CUSTOMERS OF FEE]

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, [ENTER YOUR ORGANIZATION] will notify customers promptly by email, telephone, text message, or face to face communication. The notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. Said notices will be posted at the site of the disruption and on our website. [INCLUDE ANY OTHER MEANS BY WHICH YOUR ORGANIZATION WILL NOTIFY CUSTOMERS OF DISRUPTION]

[ENTER YOUR ORGANIZATION] will provide training to employees, volunteers and third parties who deal with the public on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

This training will be provided [ENTER HOW LONG AFTER HIRING NEW STAFF, AND TRAINING FOR EXISTING STAFF]. Staff will be re-trained when changes are made to our accessible customer service policy.

This training includes information on:

-An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard

-[ENTER YOUR ORGANIZATION]'s Accessibility for Ontarians with Disabilities (AODA) Accessible Customer Service Policy

-How to interact and communicate with people with various types of disabilities

-How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.

-What to do if a person with a disability is having difficulty accessing [ENTER YOUR ORGANIZATION]'s services.

Records for training will be kept at [ENTER YOUR ORGANIZATION]’s office, and will contain the names of the trainees, the dates that each completed the training, as well as the content of the training.

Customers who wish to provide feedback on the way [ENTER YOUR ORGANIZATION] provides goods and services to people with disabilities can scan the accessible Feedback Form QR code on signage which has been publicly posted on our website and in our premises to automate the feedback process, 24/7. [ENTER OTHER WAYS FEEDBACK CAN BE PROVIDED. EXAMPLES: EMAIL, VERBALLY, SUGGESTION BOX, FEEDBACK CARD, ETC.]

All feedback, including complaints, will be [ENTER HOW YOU HANDLE FEEDBACK, AND WHO THE SPECIFIC PERSON WILL BE TO HANDLE ALL FEEDBACK].

Customers can expect to hear back in [ENTER NUMBER OF DAYS].

[ENTER YOUR ORGANIZATION] will notify the public that our accessibility policies are available upon request by scanning the QR code signage posted on our premises, which automates "information upon request," 24/7. [ENTER ANY OTHER WAY YOU PLAN TO MAKE THIS INFORMATION AVAILABLE TO THE PUBLIC. EXAMPLE: POSTING THEM ON YOUR WEBSITE, OR POSTING A NOTICE IN THE FRONT OF YOUR STORE].

Please note that alternate document formats, communication and service accommodations are available upon request in order to ensure the customer experience is inclusive.

Any policy of [ENTER YOUR ORGANIZATION] that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

To ensure full compliance with the AODA, this policy will be reviewed and revised upon the announcement of any new or updated accessibility standards or any other changes to any part of the legislation.