Update your accessible customer service policy to reflect July 2016 changes and train all employees on accessible customer service.
Once again the Government has passed new regulations related to the Ontario Accessibility Standards. The most recent changes come into effect on July 1, 2016 and impact most workplaces in Ontario.
What is the AODA?
The Accessibility for Ontarians with Disabilities Act (AODA) was first passed in 2005 with the goal to make Ontario Accessible for persons with disabilities by the year 2025. The AODA covers 5 main areas or accessibility standards. The standards include customer service, communication and information, employment, transportation, and built environment / public spaces. Employer obligations vary depending on the number of employees and for public and private sector organizations. Implementation of the AODA is being phased in over a period of time between 2010 and 2025. Employers have obligations under the AODA to make their workplaces and services to the public accessible. Employers must develop policies, train staff, provide information in accessible formats and other requirements.
What is New?
As of July 1, 2016, all 5 accessibility standards are now part of the Integrated Accessibility Standards Regulation (IASR). Previously, the customer service standard was separate from the other standards. This change is designed to make it easier for organizations to keep track of their obligations.
AODA New Customer Service Training
The most significant change to the customer service standard involves the new requirement to train all employees. All employees and volunteers must receive training on accessible customer service and how to interact with people with different disabilities. Previously, only certain groups of employees such as staff who dealt directly with the public had to be trained on accessibility issues. Staff who have already received training do not need to be trained again.
Free accessible customer service training resources are available at the Government Website Serve-Ability.
AODA Customer Service Policy Update
Other changes involve service animals, support persons and customer service feedback process. You may need to update your Customer Service Policy to incorporate these changes.
For more information on AODA New Customer Service Training and Accessibility Laws please refer to the Ontario government website.
