Customer Service Standard

*        Released in 2008

*        Compliance for private sector – Jan. 1, 2012

*        Review Requirements

You already know that to provide accessible customer service, organizations need to:

Create and put in place an accessibility plan that:

• Considers a person’s disability when communicating with them

• Allows assistive devices in your workplace, like wheelchairs, walkers and oxygen tanks

• Allows service animals

• Welcomes support persons

• Lets customers know when accessible services aren’t available

• Invites customers to provide feedback

o Train staff on accessible customer service

o Put their plan in writing

• Let customers know how to find their plan (eg., on their website)

• Offer their plan in accessible formats, like large print, if requested

*        o Report their progress online

What has your business do to ensure compliance with the Customer Service Standard of the AODA?

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 

What do companies have to do  to meet compliance regulations?

l  Make accessibility a natural part of your business

l  Provide leadership, guidance and support to all parts of the company to ensure compliance with the Accessibility Standards for Customer Service Regulation and work toward compliance with the Integrated Accessibility Standard

l  Develop and implement the Accessibility Leadership and Compliance Strategy.  The establishment of an Accessibility Leadership Committee is best practice.  This committee would guide the development of a multi-year plan as well as annual revisions and updates to ensure that it meets the requirements of the AODA and the needs of customers

l  Leverage Accessibility with other related Issues (e.g., Corporate Social Responsibility)

l  Continuous consultation with key stakeholders is important for success. 

l  Develop a partnership with the Accessibility Directorate of Ontario.  It is the commitment of the Directorate to aid in the compliance of all companies across Ontario

l  Create Policy (Accessibility Customer Service and Multi Year Accessibility Plan)

l  Establish accessibility policies is best met by a consistent approach, so that the company’s messages and intention to provide high quality, accessible customer service is consistently shared with and applied to the all customers.

The strategy will inspire managers and employees to consider accessibility in everything they do. It will also help the company become a leader in accessibility and create a more a diverse and inclusive workforce.

What can your business do to ensure compliance with all standards of the AODA?

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 Goals of the Accessibility for Ontarians with Disabilities Act (AODA)

Making the shift to the social model of disability

The Accessibility for Ontarians with Disabilities Act is making the shift to the social model of disability.  What is the social model of disability.

Social Model of Disability

This act follows the social model of disability where the province works to remove all barriers, physical and non-physical (i.e., systemic), to ensure that all people are fully included in society.   Accessibility for Ontarians with Disabilities Act (AODA) came into legislation in 2005 in Ontario.  The province of Ontario recognizes the history of discrimination against persons with disabilities in Ontario (AODA, 2005).   

Theories based on the social model of disability emphasize the social, political and built environment, assuming that disability is fundamentally the consequence of social structure.  This assumption falls under two approaches, the environment and the rights outcome approaches.  The environmental approach highlights the interplay between individuals and her environments.  The elimination of social, economic and political barriers that restrict participation of people with disabilities in daily life becomes the focus of action under this theory.  Proponents of the social model of disability assert that empowerment of disabled people, requires that they take control over services provided for them (Kalsson & Niholm, 2006). 

The development of accessibility standards also influence the way other acts are in place.  These standards will be phased in over assigned target dates.  The act and its standards help both public and private organizations move toward a fully accessible Ontario where all barriers for people with disabilities are removed.

The development of accessibility standards also influence the way other acts are in place.  These standards will be phased in over assigned target dates.  The act and its standards help both public and private organizations move toward a fully accessible Ontario where all barriers for people with disabilities are removed.

The Accessibility for Ontarians with Disability Act, as explained above, has the potential to change the power relations of people with disabilities and allow for fewer barriers in the medical and car insurance system for victims of motor vehicle accidents.

What can your business do to ensure inclusion of all people with disabilities and follow the social model of disability?

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

Why is Accessibility Good for your Business?

The numbers

·       

     About one in seven (1.85 million) Ontarians has a disability

·      

      As population ages, the number will increase

The case for employment

·       

      Untapped labour market potential

The case for accessible businesses

·      

      People with disabilities like to eat out, travel, work and participate in everyday activities

·       

      Why accessibility is good for your business?  Did you know?

·       

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

·       

4     7.2% of people over the age of 65 have disabilities.

• Accessibility for Ontarians with Disabilities Act (AODA) came into legislation in 2005 in Ontario.  The province of Ontario recognizes the history of discrimination against persons with disabilities in Ontario (AODA, 2005).    This act follows the social model of disability where the province works to remove all barriers, physical and non-physical (i.e., systemic), to ensure that all people are fully included in society.

The development of accessibility standards also influence the way other acts are in place.  These standards will be phased in over assigned target dates.  The act and its standards help both public and private organizations move toward a fully accessible Ontario where all barriers for people with disabilities are removed.

What can your business do to ensure inclusion of all people with disabilities?

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 Goals of the Accessibility for Ontarians with Disabilities Act (AODA)

Making the shift to the social model of disability

The Accessibility for Ontarians with Disabilities Act is making the shift to the social model of disability.  What is the social model of disability.

Social Model of Disability

This act follows the social model of disability where the province works to remove all barriers, physical and non-physical (i.e., systemic), to ensure that all people are fully included in society.   Accessibility for Ontarians with Disabilities Act (AODA) came into legislation in 2005 in Ontario.  The province of Ontario recognizes the history of discrimination against persons with disabilities in Ontario (AODA, 2005).   

Theories based on the social model of disability emphasize the social, political and built environment, assuming that disability is fundamentally the consequence of social structure.  This assumption falls under two approaches, the environment and the rights outcome approaches.  The environmental approach highlights the interplay between individuals and her environments.  The elimination of social, economic and political barriers that restrict participation of people with disabilities in daily life becomes the focus of action under this theory.  Proponents of the social model of disability assert that empowerment of disabled people, requires that they take control over services provided for them (Kalsson & Niholm, 2006). 

The development of accessibility standards also influence the way other acts are in place.  These standards will be phased in over assigned target dates.  The act and its standards help both public and private organizations move toward a fully accessible Ontario where all barriers for people with disabilities are removed.

The development of accessibility standards also influence the way other acts are in place.  These standards will be phased in over assigned target dates.  The act and its standards help both public and private organizations move toward a fully accessible Ontario where all barriers for people with disabilities are removed.

The Accessibility for Ontarians with Disability Act, as explained above, has the potential to change the power relations of people with disabilities and allow for fewer barriers in the medical and car insurance system for victims of motor vehicle accidents.

What can your business do to ensure inclusion of all people with disabilities and follow the social model of disability?

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

Why is Accessibility Good for your Business?

The numbers

·         About one in seven (1.85 million) Ontarians has a disability

·         As population ages, the number will increase

The case for employment

·         Untapped labour market potential

The case for accessible businesses

·         People with disabilities like to eat out, travel, work and participate in everyday activities

·         Why accessibility is good for your business?  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.

• Accessibility for Ontarians with Disabilities Act (AODA) came into legislation in 2005 in Ontario.  The province of Ontario recognizes the history of discrimination against persons with disabilities in Ontario (AODA, 2005).    This act follows the social model of disability where the province works to remove all barriers, physical and non-physical (i.e., systemic), to ensure that all people are fully included in society.

The development of accessibility standards also influence the way other acts are in place.  These standards will be phased in over assigned target dates.  The act and its standards help both public and private organizations move toward a fully accessible Ontario where all barriers for people with disabilities are removed.

What can your business do to ensure inclusion of all people with disabilities?

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