Accessibility report on the customer service standard

Question Eleven: Does your organization have a written training policy that includes a summary of the contents of training (per question 10) and details of when the trains is to be provided, and does your organization keeps records of the dates that training was provided and how many people were trained.

The required people to be trained for the Customer Service Standard are:

* Every person who deals with the public or other third parties on behalf of your organization
* AND
* Every person who participates in developing your organization’s policies, practices and procedures on providing goods or services?

What does it look like for you to check yes to this question??

To mark yes to this questions means that your training policy is aligned with the company’s Accessible Customer Service Policy. These documents need to address that training requirements are consistent with the Customer Service Standard. The training strategy includes details of what is covered in training and when it is provided. A record of the dates of training, how it was provided and how many people were trained is being kept.


Some sample evidence include that the individual Customer Service Policy speaks to training requirements that are consistent with the Customer Service Standard. The company has a written training plan that includes the type of training to be provided and timing of training and the plan aligned with the company’s Accessible Customer Service Policy. There is a list of which staff must receive training and has assurance that this staffs were trained. The company also has to have a record of dates that training was provided, content covered and how many people were trained.


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


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

Accessibility report on the customer service standard

Question Ten: Does this training include your organization’s current policies, practices and procedures required under the Customer Service Standard and all the topics listed in section 6(2) of the standard?

The required people to be trained for the Customer Service Standard are:

* Every person who deals with the public or other third parties on behalf of your organization
* AND
* Every person who participates in developing your organization’s policies, practices and procedures on providing goods or services?


What does it look like for you to check yes to this question??

To mark yes to this questions means that training includes information about the company’s Accessible Customer Service Standard. All of the topics listed in section 6(2) of the standard are addressed in the specific training plan.


Some sample evidence include a specific training strategy and plan that is written. The training plan is aligned with the company’s Accessible Customer Service Policy. This includes an orientation on any policies or topics listed in section 6(2) of the standard.


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

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

Accessibility report on the customer service standard

Question Nine: Does your organization ensure that the following people receive training about providing your goods or services to people with disabilities:

* Every person who deals with the public or other third parties on behalf of your organization
* AND
* Every person who participates in developing your organization’s policies, practices and procedures on providing goods or services?

What does it look like for you to check yes to this question??

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.
The contents of the training need to meet the requirements of section 6 of the Customer Service Standard.



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 Customer Service Standard (which includes 4 major training components). An orientation checklist for each training site should include training in accessible customer service.


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

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

Accessibility report on the customer service standard

Question Eight: Does your organization make information about its feedback process readily available to the public, including how feedback may be provided (e.g., in person, by telephone, in writing, by e-mail, on diskette or otherwise)?

What does it look like for you to check yes to this question??

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.


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

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

Accessibility report on the customer service standard

Question Seven: Has your organization established and documented a process to receive and respond to feedback on how its goods or services are provided to people with disabilities, including actions that your organization will take when a complaint is received?

What does it look like for you to check yes to this question??

Your company or organization should have a mechanism in place that accepts feedback on the manner in which goods or services are provided to people with disabilities.
The feedback process allows people to provide feedback either in person, by telephone, in writing, by email, online, on disk or by another acceptable method.

The feedback process should specify the actions your staff must take when a complaint is received.

Some things that might support the claim are having a feedback mechanism available. The development of a written statement showing the means that feedback may be provided (e.g., in person, in writing, etc). A plan for addressing feedback received and reports of feedback and follow up action would benefit the company’s evidence.


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


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

Accessibility report on the customer service standard

Question Six: Does your organization post a notice at a conspicuous place on your premises, on your website, or by another reasonable method, of any temporary disruption in facilities or services that people with disabilities usually use to access your organization’s goods or services, including the reason, duration and any alternatives available?

What does it look like for you to check yes to this question??

There is a temporary disruptions (planned or unexpected) of facilities or services notice that is utilized, especially in places that are usually used by people with disabilities.
Information is included in the notice about the reason for the disruption, its duration and a description of alternative facilities or services, if available.
When the need arises, the notice is in an obvious place on the premises, posted on the company’s website or another method that is reasonable.


Some things that might support the claim are to have a sample disruption notice on file. This sample should include a place for the reason for the disruption, duration and description of alternative facilities or services that might be available. Please remember that a statement has to include where notices are posted. Also, it is a good idea to keep a record of when notices were necessary and reasons or descriptions of the different types of disruptions.


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

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

Accessibility report on the customer service standard

Question five: Does your organization permit people with disabilities to enter the parts of your premises that are open to the public or other third parties with their support person, and provide notice of any fee charged for the support person and is this included in your policies, practices and procedures?

What does it look like for you to check yes to this question??


This question ensures that when the need arises there are policies, practices and procedures in place
that fees for the support person are waived. This means that people with disabilities would be allowed
to be accompanied by a support person when on parts of your premises that are open to the public or other third parties.
 As well as the over-arching policy, there is anecdotal evidence that support person are permitted . There also need to be no complaints to the contrary and a copy of the specific policy outlining the practices and procedures related to support persons.


Is there anything else that could be done to ensure that a company can check YES to this fifth question.

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