Communicating with Customers with Disabilities

The Accessibility Standard for Customer Service Standard states that all business must communicate with persons with disabilities in a manner that takes into account the person’s disability. Let’s discuss how take into account a person who are deaf-blind.

An person who is deaf-blind has a combined loss of vision and hearing. This makes it difficult for people to access information. Most people who are deaf-blind are accompanied by an intervenor, a professional who helps with communicating.

Here are some tips on how to interact with people who are deaf-blind:

• Don't assume what a person can or cannot do.
• A person who is deaf-blind will probably give you a card or a note explaining how to communicate with them.
• Speak directly to the person as you normally would, not to the intervenor.
• Don't touch or address service animals — they are working and have to pay attention at all times.
• Never touch a person who is deaf-blind suddenly or without permission unless it's an emergency.

What else can you do to help a customer with who is deaf-blind feel more welcomed and served?  Do you know someone who is deaf blind??  How can this help you when communicating with them?


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 @ 416-579-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca