Overview
The information below discusses who the Customer Service Standard applies to and the requirements of the Standard.
Who the Standard Applies to
The Standard must be followed by:
- the Ontario Government and Legislative Assembly
- all designated public sector organizations, which include municipalities, universities, colleges, hospitals, school boards and public transportation organizations
- private businesses and not-for-profit organizations that have one or more employees in Ontario
Policy Requirements
Organizations must create and implement policies on providing accessible customer service to people with disabilities.
They must also make reasonable efforts to ensure that these policies are consistent with the key principles of independence, dignity, integration and equality of opportunity.
All designated public sector organizations, and businesses and not-for-profit organizations with 50 or more employees, must put their accessible customer service policies in writing and provide them on request.
Small organizations are not required to establish written policies.
Required Practices
Under the Standard, organizations must:
- Communicate with a person with a disability in a way that takes into account their disability.
- Let people with disabilities use their personal assistive devices when accessing your goods, services or facilities.
- Identify the availability, if any, of other helpful measures your organization offers for people with disabilities to access your goods, services or facilities.
- Let people with disabilities bring their service animals with them into areas open to the public or third parties.
- Let people with disabilities bring their support persons with them while in areas open to the public or third parties.
When Services or Facilities are Unavailable
Let the public know when facilities or services that people with disabilities usually use are temporarily unavailable (for example, an elevator or accessible washroom that is out of service).
Notice must include the reason for the disruption, how long it will last and any alternatives, if available.
Feedback
Set up a process for receiving and responding to feedback about the way your organization provides customer service to people with disabilities, including what action will be taken if a complaint is received.
Make information about your feedback process available to the public.
Ensure your feedback process is accessible by providing accessible formats or communication supports.
Training Requirements
Train all employees and volunteers on providing accessible customer service and how to interact with people with various types of disabilities.
All designated public sector organizations, and businesses and not-forprofit organizations with 50 or more employees, must keep a record of the training provided.
Documentation Requirements
The following organizations have documentation requirements:
- the Ontario Government and Legislative Assembly
- all designated public sector organizations
- businesses and not-for-profit organizations with 50 or more employees
These organizations must:
- Put their accessible customer service policies in writing.
- Let customers know these policy documentsare available on request, for example, by posting a notice in a high traffic area or website.
- Provide the document(s) in an accessible format or with communication supports, if requested, and in a timely manner and at no additional cost than what you would normally charge.
- Keep a record of the accessible customer service training provided, including a summary of the content, when it’s to be provided, the number of people trained and the dates.