What kind of feedback process is required?

The Customer Service Standard of the AODA states that there needs to be a copy of your policy readily available to the public.   The customer service standard requires that providers set up a feedback process so that anyone can comment on the provision of goods or services to people with disabilities. Information on the process must be readily available to the public.

The feedback process must permit persons to provide their feedback in a format that takes into account the customer’s disability.  The feedback process must specify the actions that the provider of goods or services is required to take if a complaint is received.

The process that is set up must indicate what actions you will take after you have received a complaint. You may determine your own process for responding to complaints as the customer service standard does not require you to follow any particular process.

However, the customer service standard specifically requires that the process allow feedback to be provided in at least one of the following ways: in person (orally), by telephone, in writing, electronically by diskette or e-mail, or otherwise. While the standard doesn’t specify the format of the feedback process, you should bear in mind that subsection 3(4) of the standard requires that when you communicate with a person with a disability that you take into account the person’s disability. In your planning you may want to consider that people with various disabilities may need to use your feedback mechanism.

What does your feedback mechanism look like? 

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