Standard for Customer Service

December 31, 2012, AODA: Accessibility reporting deadline fast approaching

Ontario’s Accessibility Standard for Customer Service came into effect on January 1, 2008 for all businesses and not-for-profits in the province with more than one employee. If you have more than 20 employees, you must file an online report by December 31, 2012 to demonstrate to the government that you have achieved accessibility under the Customer Service Standard.

The government requires you to use the Accessibility Compliance Reporting tool to file your report online. The reporting tool is on ServiceOntario’s ONe-Source for Business website.

All qualified organizations should have followed these steps to ensure they are in compliance with the customer service standard:

• Create and introduce a plan, policies, practices and procedures to implement accessibility features which include: considering the needs of persons with disabilities when communicating with them; allowing assistive devices, service animals and support persons in your premises; having a feedback process in place; having a process in place to let customers know when there is a disruption in service
• Train employees on your plan, policies, practices and procedures; let them know what is going on and what they can do to help
• If your organization has 20 or more employees, put your plan on paper; record the efforts (plan details and timeline, training logs) you put toward your projects, and make the plan available for your employees to read
• If you are an organization with 20 or more employees, let the Ministry of Community and Social Services know how you are doing! You are required to fill out a report on or before December 31, to show your progress in achieving accessibility under the customer service standard
• If you are an organization with 20 or more employees, let your customers know what your plan is and that you can provide them with a copy in an accessible format

The AODA accessibility reporting deadline is fast approaching, don’t be the last one to comply!

Please share some ways you are complying with 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 www.accessibilitycompliance.ca