PART II
INFORMATION AND COMMUNICATIONS STANDARDS

Feedback

11. (1) Every obligated organization that has processes for receiving and responding to feedback shall ensure that the processes are accessible to persons with disabilities by providing or arranging for the provision of accessible formats and communications supports, upon request.

(2) Nothing in this section detracts from the obligations imposed under section 7 of Ontario Regulation 429/07 (Accessibility Standards for Customer Service) made under the Act.

(3) Every obligated organization shall notify the public about the availability of accessible formats and communication supports.

What does compliance look like for this requirement??

The answer yes should come from information about the feedback process being available to the public.

In order to provide proof, there should be a statement confirming what channels feedback may be provided (e.g., in person, written, phone, email, online, disk or other). Information about the feedback options are included in various notices including websites, posted notices and/or comment cards.  It is also important for the feedback channels be made available in accessibility formats.  Your company must also ensure that the public is made aware of the availability of accessible formats. 

Is there anything else that could be done to ensure that a company can check YES to requirement?

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 

The Integrated Accessibility Standard

Requirement:

(2) The training on the requirements of the accessibility standards and on the Human Rights Code referred to in subsection (1) shall be appropriate to the duties of the employees, volunteers and other persons.

(3) Every person referred to in subsection (1) shall be trained as soon as practicable.

(4) Every obligated organization shall provide training in respect of any changes to the policies described in section 3 on an ongoing basis.

What does compliance look like?:

To mark yes to this questions means that training includes information about the Ontario Human Rights Code, in particular, how it relates to disability and accessibility.  This is in addition to the specific training requirements of the Employment, Information and Communication and Transportation Standards. 

 Some sample evidence includes a specific training strategy and plan that is written. The training plan is aligned with the Ontario Human Rights Code. This includes an orientation on any policies or topics from the Customer Service Standard as well the Accessibility for Ontarians with Disabilities Act (AODA).

Is there anything else that could be done to ensure that a company can check YES to requirement?

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 

The Integrated Accessibility Standard

Requirement:

7. (1) Every obligated organization shall ensure that training is provided on the requirements of the accessibility standards referred to in this Regulation and on the Human Rights Code as it pertains to persons with disabilities to,

(a) all employees, and volunteers;

(b) all persons who participate in developing the organization’s policies; and

(c) all other persons who provide goods, services or facilities on behalf of the organization.

What does compliance look like for this requirement??

The most noteworthy change is the new requirement that organizations provide training on the Human Rights Code as it pertains to persons with disabilities

The required training is to be provided to an obligated organization’s employees, volunteers, persons who participate in developing the organization’s policies, and “all other persons” who provide goods, services or facilities on behalf of the organization.  This includes employees, volunteers, persons who participate in developing the organization’s policies, and all other persons who provide goods and services on behalf of the organization.

To mark yes to this questions means that records are kept detailing training taken by staff and third party service providers. These records need to include the dates training was provided.

Some sample evidence must be a list of obligated staff and service providers who must receive training under the regulation. A detailed training record is developed and kept. This recorder must show the obligated staff, date training was completed and content of the training. The content MUST align with the Human Rights Code. An orientation checklist for each training site should include training in accessible customer service.

The Final Regulation makes it clear that its requirements do not replace, nor are they a substitute for, the requirements established under the Human Rights Code (the “Code”), nor will the standards limit any rights under other pieces of legislation.

The training “shall be appropriate to the duties” of these individuals.  The training must occur as soon as practicable and following any changes to the applicable policies. The training shall be appropriate to the duties of the particular individual, and most Obligated Organizations are required to keep training records, including the date of the training and the individuals trained.

Is there anything else that could be done to ensure that a company can check YES to requirement?

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 

The Integrated Accessibility Standard

Requirement:

The Government of Ontario, Legislative Assembly and designated public sector organizations shall establish, review and update their accessibility plans in consultation with persons with disabilities and if they have established an accessibility advisory committee, they shall consult with the committee.

(3) The Government of Ontario, Legislative Assembly and designated public sector organizations shall,

       (a) prepare an annual status report on the progress of measures taken to implement the strategy referenced in clause (1) (a); and

       (b) post the status report on their website, if any, and provide the report in an accessible format upon request.

What does compliance look like for this requirement??

While this requirement is geared toward the public sector, it can be used by private sector organizations for best practices. 

It is important for all organizations to review and update your accessibility policy and plan regularly (at the very least, every 5 years). 

The establishment of an accessibility advisory committee is an important first step in meeting this requirement.  This advisory committee should include persons with disabilities.  These people could be employees or customers that access your service. 

The preparation of an annual status report on the progress toward full accessibility is an important first step.  This will allow your organization to keep on track with all the progress toward making your organization fully inclusive for all Ontarians with Disabilities.

As with many parts of the AODA, the posting of the status report allows the public to see the positive 

changes that have been made toward full accessibility. 

What are you doing to ensure compliance with this individual requirement?

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