Integrated Accessibility 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 and have not begun planning for compliance with the Integrated Accessibility Standard.  I thought I would review each of the questions to help you ensure you are in compliance.  I am discussing the requirements for the Integrated Accessibility Standard.  Please let me know how far in compliance you are.

Accessible formats and communication supports

12. (1) Except as otherwise provided, every obligated organization shall upon request provide or arrange for the provision of accessible formats and communication supports for persons with disabilities,

(a) in a timely manner that takes into account the person’s accessibility needs due to disability; and

(b) at a cost that is no more than the regular cost charged to other persons.

(2) The obligated organization shall consult with the person making the request in determining the suitability of an accessible format or communication support.

(3) Every obligated organization shall notify the public about the availability of accessible formats and communication supports.

The best way to address this question is to ensure that your company/organization’s Accessible Customer Service Policy speaks to taking a person’s disability into account when communicating with the person/customer. It is also important to have evidence that staff change the usual method of communication (even subtly) to meet the needs of individual customers.

Ask before you offer to help -- don't just jump in. People with disabilities know if they need help and how you can provide it.

*Find a good way to communicate. A good start is to listen carefully. Use plain language and speak in short sentences.

*Look at the person, but don't stare. Speak directly to a person with a disability, not to their interpreter or someone who is with them.

The policy must speak to all the requirements in the Integrated Accessibility Standard (remember to include Information and Communications, Employment, Transportation and Customer Service).

All public sector organizations must prepare this document for the public. This means that the documents must be made accessible. It is a good idea to ensure your company has accessible formats of the Accessibility Policy available.

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