Many companies have developed a compliance strategy to aid with the implementation of the requirements of the Customer Service Standard. This is a first, essential step as it ensures consistency with the new Integrated Accessibility Standard compliance. The communication strategy has to include accessibility best practices that will be implemented effectively and efficiently across your company. As well, it has to communicate to the staff the ways in which a multi-year accessibility plan will be implemented. The support begins with the leadership and the development of a compliance action plan. This plan will be implemented and communicated through reports. This communication is both internally and externally. This will help with compliance with all standards.



How is support and guidance offered in your company/organization?

How would you like it to be offered??

What do you need to do to successfully implement the Customer Service Standard?


If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit http://www.accessibilitycompliance.ca/

Ensuring Compliance in the Long Run

An important piece of the Customer Service Standard is ensuring that the standard is implemented and cleared for auditors from the Accessibility Directorate of Ontario – the regulator of the AODA. The Customer Service Standard requires each private sector company to be in compliance with all 13 requirements. The use of the Accessibility report for customer service standard would form the basis of a customized checklist of the proper documentation required for filing compliance as well as keeping records for future audits.

This would also
* develop a consistent approach for future standards (released June 7th, 2011)
* develop key messages for targeted staff regarding accessible customer service
* help to make accessibility a natural part of your business
* allow for a review of your business services to ensure all are in compliance with the AODA
* A review of corporate policies that have an impact on accessibility
* An accessibility audit of company/organization’s buildings.


How is compliance audited in your company/organization??

Is there a separate approach?


If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca

Release of the integrated accessiblilty standards

The Ministry of Community and Social Services has released the new Integrated Accessibility Standard on June 7, 2011. This new standard combines the Information and Communication, Employment and Transportation Standard. Large and small organizations will need to file regular compliancy reports for the Customer Service Standard and this Integrated Standard. You can read more about it at:

http://www.e-laws.gov.on.ca/html/source/regs/english/2011/elaws_src_regs_r11191_e.htm#BK0


This regulation also asks each company to develop and file an Accessibility Plan over many years. This ensures compliance with making Ontario completely barrier free, which is the goal of the Accessibility for Ontarians with Disabilities Act. The training requirements have increased to include volunteers and content on the Ontario Human Rights Code.


As you work toward compliance with the Customer Service Standard, ensure that when planning for compliance, it is important to develop key partnerships and compliance with all regulations implemented across the province.

What have you and your company done to ensure you are ready for compliance with the Integrated Accessibility Standard?

In the future, you will see more information on compliance with the Customer Service Standard and the Integrated Accessibility Standard. Let me know if you have any specific questions.

Training and the Customer Service Standard

Training is an important step in the Customer Service and all upcoming standards. This is key in enabling an attitude change across the province for people with disabilities.


This standard targets two classes of staff:

-those providing goods and services to the public
-those developing and approving policies about the provision of goods and services


There are 3 requirements revolving around training in the AODA and in specific the Customer Service Standard. In order to ensure that the training requirements are met, there are a few things to consider.
 These include:
* The establishment of a written training plan that include training all applicable employees about the AODA, the Customer Service Standard and the individual company’s Accessible Customer Service Policy.

* A written training policy has to be developed and implemented that includes a summary of the contents of training and details of when the training will be provided.

* Note: In order to ensure compliance with section 6.2 of the Customer Service Standard, each required employee must be trained in the AODA, the Customer Service Standard and your individual company’s policy on Accessible Customer Service.


An effective strategy would ensure significant changes in attitudes toward
customers with disabilities.


How is training being done in your company?? What resources or tools are available for training?


If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca