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 Eleven:   Does your organization have a written training policy that includes a summary of the contents of training (per question 10) and details of when the trains is to be provided, and does your organization keeps records of the dates that training was provided and how many people were trained. 

The required people to be trained for the Customer Service Standard are:

·      Every person who deals with the public or other third parties on behalf of your organization

·      AND

·      Every person who participates in developing your organization’s policies, practices and procedures on providing goods or services?

What does it look like for you to check yes to this question??

To mark yes to this questions means that your training policy is aligned with the company’s Accessible Customer Service Policy.  These documents need to address that training requirements are consistent with the Customer Service Standard.  The training strategy includes details of what is covered in training and when it is provided.  A record of the dates of training, how it was provided and how many people were trained is being kept.

Some sample evidence include that the individual Customer Service Policy speaks to training requirements that are consistent with the Customer Service Standard.  The company has a written training plan that includes the type of training to be provided and timing of training and the plan aligned with the company’s Accessible Customer Service Policy.  There is a list of which staff must receive training and has assurance that this staffs were trained.  The company also has to have a record of dates that training was provided, content covered and how many people were trained.

Is there anything else that could be done to ensure that a company can check YES to this eleventh 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