AODA Customer Service Standard


In 2005, the Ontario Government took a step toward building a more accessible province when it passed the Accessibility for Ontarians with Disabilities Act (AODA) calling for the development of standards for accessibility in five key areas of daily living: Customer Service, Information and Communications, Employment, Transportation and Built Environment.

As of January 1, 2012, all businesses with one or more employees in Ontario were legally obligated to meet the requirements of The Accessibility for Ontarians with Disabilities Act (2005) Customer Service Standard which aims to remove barriers in the provision of goods/services to customers (including B2B) with disabilities. In compliance with the legislation, organizations must develop and implement specific policies and programs to ensure barriers are removed on an ongoing basis.

To meet the requirements of this standard, PIVOTAL will review current documents/processes relevant to customer service and interactions with the public.  In addition, we will interview those individuals identified as policy-makers or key stakeholders in the implementation of the Customer Service Standard requirements.  Interviews will be conducted in person or via conference if necessary. We will provide you a summary report including recommendations.

With our findings, PIVOTAL will develop an organization policy, program and training to meet the Customer Service Standard compliance requirements. Specifically, this will include:

  • Customer Service Standard Policy
  • Customer Service Standard Feedback Process
  • Customer Service Standard Training Presentation
  • One facilitated training session within the GTA or video based (more training sessions can be arranged at an additional cost)
  • Guidance on how to file compliance through Service Ontario’s website (for employer’s with 20 or more employee’s)

CALL 1 855 407 3921

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