Accessibility report on the customer service standard

Within in the disability community, there is a large discussion around how many organizations are not in compliance with the AODA customer service standard.  I thought I would review each of the questions to help you ensure you are in compliance.  Here is the beginning.  Please let me know how far in compliance you are.

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