What is this training?

This training is designed to assist you in meeting the training requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07 , or the "customer service standard'.  The customer service standard is the first standard under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and became law on January 1, 2008.

The AODA, 2005 is a law in Ontario that allows the government to develop specific standards of accessibility and to enforce them.  The standards under the AODA allow people, businesses and organizations to identify, remove and prevent barriers for people with disabilities in key areas of daily living. 

People, businesses or organizations that provide goods or services to the public or to other businesses or organizations in Ontario ("providers") have a legal obligation to meet the requirements of the Customer Service Standard.  The standard is aimed at making customer service operations accessible to people with disabilities.

Who must comply?

The standard applies to all people or organizations, both private and public that:

• provide goods or services either directly to the public or to other businesses or organizations
• have one or more employees in Ontario
• providers in the following sectors are affected: private, non-profit, public (including provincial and municipal governments, universities, colleges, hospitals, school boards and public transportation organizations).

To comply with the standard, training is required by January 1, 2010 for designated public sector organizations and by January 1, 2012 for all private sector providers.

For more information about the law and compliance, please visit www.AccessON.ca .

How do you comply?

If you are a "provider" you must:

• establish policies, practices and procedures on providing goods and services to persons with disabilities
• use reasonable efforts to ensure that the policies, practices and procedures are consistent with the core principles of independence, dignity, integration and equal opportunity
• set policy on allowing people to use their own personal assistive devices to access your goods and services
• communicate with persons with disabilities
• allow people with disabilities to be accompanied by their guide dog and/or a support person
• notice of disruption when goods or services are temporarily disrupted
• train staff, volunteers, contractors
• establish a process for people to provide feedback

What can the Directions Program do to help your business or organization?

ILRC can provide Customer Service Standards training for owners, managers or staff:

• we will work around your schedule, training can be arranged for days, evenings or weekends
• training can be provided at your place of work or at other locations
• small groups can be trained at the Independent Living Resource Centre
• training generally lasts for 1-2 hours

For more information about our Directions Program and its components please contact us today at:

577-6166 ext. 0 or ilrctbay%23com|info