2012 Accessibilty Regulations now in force!

The new Accessibility Standard for Customer Service comes into effect across Ontario on January 1, 2012. If you have any employees, you will be required to establish policies, practices and procedures on providing goods or services to people with disabilities. You will also be asked to train your employees on:

  • how to communicate with people with various types of disabilities;
  • how to interact with people with disabilities who use assistive devices or require the assistance of a guide dog, other service animal or a support person;
  • how to use equipment or devices available at your premises, that may help people with disabilities access your services, such as TTY telephones, elevators, lifts, accessible interactive kiosks or other technology;
  • what to do if a person with a disability is having difficulty accessing your services;
  • protocol to take if service normally available to the disabled is temporarily not available

Here is what you need to do:

1. Develop a written  Accessibility Standard for Customer Service Plan, (which can also be completed on line), that must be in place for your customers to review.

2. For the procedures, practices and policies to put in place, please read: 

3. Train your employees - refer to video or DVD links below for detailed overview of how to provide training. Keep a record of the date your employees are trained or retrained.


Additional links:

*for companies with 20+ employees  an Accessibility Report filing will be mandatory as of March 2012; information to follow.

(credit: CFIB)