Accessibility for Ontarians with Disabilities Act (AODA) - Training, E-Learning, Consultation, Workshops, Programs, Services

AODA - Accessible Customer ServiceAODA - Accessible Customer Service

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FAQs

• Ontarians with Disabilities - Did you know?
• What is the Accessibility for Ontarians with Disabilities Act, 2005?
• Who has to comply with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its standards?
• When the accessible customer service standard will come into effect?
• Do all levels of government have to comply with the AODA?
• How the government will know if businesses and other organizations are complying with AODA standards?
• What are the training providers must provide staff on how to serve people with disabilities?
• Learning Opportunities

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Ontarians with Disabilities - Did you know?

About 1.85 million people in Ontario (that’s 15.5% of the population) have a disability. 47.2% of people over the age of 65 have disabilities.


What is the Accessibility for Ontarians with Disabilities Act, 2005?

The Accessibility for Ontarians with Disabilities Act, 2005 is a law in Ontario. Its goal is to make Ontario more accessible for people with disabilities by 2025. Under the Accessibility for Ontarians with Disabilities Act, different standards or rules on accessibility are being made. The customer service standard is the first.

The standards are planned to cover transportation, information and communications, built environment and work. They will make Ontario more accessible one step at a time.


Who has to comply with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its standards?

Providers of goods or services must follow the standard if they have more than one employee working for them in Ontario. It is the law.


When the accessible customer service standard will come into effect?

The deadline for an organization to follow the standard depends on the kind of organization it is.

The Ontario government and some other public sector organizations must follow the standard by January 1, 2010.

Public sector organizations provide services that are paid for by provincial and municipal governments. Examples include public hospitals, universities, cities, towns and the services in them like libraries and parks. A full list is given in the standard. The list is called a Schedule. There are two Schedules. They can be found at the back of the standard.

All other providers must follow the standard by January 1, 2012.


Do all levels of government have to comply with the AODA?

The AODA applies to all municipalities in the province as well as ministries and agencies of the Ontario government. Each standard under the AODA will state to whom that particular standard applies.

Federally regulated organizations should seek their own advice about whether the AODA or any standards under it apply to them.

The standard says that providers must:

• Communicate in a way that takes into account a person’s disability
• Let in service animals except in some situations
• Let in support persons
• Let the public know when their facilities or services that people with disabilities usually use are not available
• Train staff on how to serve people with disabilities
• Receive and respond to feedback about services to people with disabilities
• Have certain documents and give them to the public when asked
• Try to follow these principles when serving people with disabilities: dignity, independence, integration and equal opportunity

How the government will know if businesses and other organizations are complying with AODA standards?

Businesses and other organizations covered by a standard will be required to file an accessibility report on their compliance with the applicable standards, unless they are specifically exempted by regulation from filing a report. Senior management from each obligated business and organization will be required to certify that their report is accurate. Obligated businesses and organizations must make their reports available to the public.


What are the training providers must provide staff on how to serve people with disabilities?

Providers must train their staff and volunteers who serve the public on how to provide service to people with disabilities. They must also train people who make rules about how the provider serves the public.

Training must include:

• The purpose of the Accessibility for Ontarians with Disabilities Act, 2005
• The rules in the standard
• How to interact with people with disabilities
• How to communicate with people with disabilities
• How to serve a person who has a service animal
• How to serve a person who has a support person
• How to serve people who use assistive devices, like canes or hearing aids
• How to use assistive devices offered by the provider to help people with disabilities
• What to do if a person with a disability is having problems accessing their services

Please Note/For Further Information

This narrative is an abridged version based on the Ontario Ministry of Community and Social Services website on Accessibility for Ontarians with Disabilities (Act).

The Ministry offers extensive information resources to help make sure you are in compliance with the Act. For more information, please see:

http://www.mcss.gov.on.ca/mcss/english/pillars/accessibilityOntario/questions/aodo/act2005.htm


Learning Opportunities

HR Proactive Inc. – a consultancy business that specializes in Human Rights law in Ontario and a leading Training Company, is offering specially programmed courses that will cut to the heart of the key elements of the Accessibility Standards for Customer Service Ontario Regulation 429/07. This is provided by facilitators who are highly qualified and experienced disability experts. They will help move you toward compliance in a supportive and interactive learning environment, and can answer any questions that relate to your specific circumstances. Call our Toll Free number to discuss your training needs: 1 888 552 1155.