The purpose of the Accessibility for Ontarians with Disabilities Act, which was adopted in 2005, is to achieve accessibility for Ontarians with disabilities by 2025. It establishes a framework for the development of mandatory accessibility standards in several areas of daily life, including customer service, transportation, communications and information, employment and the built environment.
Customer service accessibility standard
Beginning January 1, 2012, all organizations that provide goods or services directly to the public or to other organizations in Ontario, including DFS, will need to comply with this standard.
What’s involved?
In practical terms, organizations will need to complete a four-step process:
Step 1: Create and put in place an accessibility plan that:
- Considers a person’s disability when communicating with them
- Allows assistive devices
- Allows service animals
- Welcomes support persons
- Lets customers know when accessible services aren’t available
- Invites customers to provide feedback
Step 2: Train staff on accessible customer service
Step 3: Put the plan in writing:
- Let customers know how to find the plan
- Offer the plan in accessible formats, like large print, if requested
Step 4: Report progress online
To learn more about the standard, visit the following Government of Ontario website.
This information is not a legal opinion. To read the official version of the act, visit e-Laws and click “Current Consolidated Law” and search for “429/07.”
Accessibility in other provinces
Similar initiatives are being studied in other provinces, including Newfoundland and Labrador and Manitoba.
Newfoundland and Labrador:
After holding public consultations in the fall of 2010, which involved the participation of people with disabilities and their families and advocates, the government announced its intention to develop a provincial strategy for the inclusion of persons with disabilities.
Manitoba:
In June 2011, the government introduced a bill for the creation of an advisory council made up of members of the disability community and other affected stakeholders. The council will make recommendations on legislation and regulations; policies, practices and requirements; and the development of long-term accessibility objectives. Once established, the council will be required to make its initial recommendations within 12 months.