The Accessibility for Ontarians with Disabilities Act—AODA Standard

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Accessibility Standard for Customer Service

As of January 1, 2012 all organizations in Ontario with one employee or more in the private and non-profit sector must comply with the Accessible Standard for Customer Service which is a part of the Accessibility for Ontarians with Disabilities Act (AODA).

This act became law on June 13, 2005. Ontario was the first province in Canada to pass legislation developing mandatory accessibility standards. AODA aims to identify, remove and prevent barriers for people with disabilities.

This Accessible Customer Service Standard component of the act is now in effect. It is focused on training employees to serve the public accessibly, looking at how to make practices and formal procedures more accessible, allowing people to bring a service animal, support person/or assistive device into your office and encouraging businesses to provide a feedback mechanism on the accessibility of your services.

If you have 20 or more employees that work for you full-time, part time or part year, you must submit an online report to the Ontario government to prove that you are in compliance with the Accessible Customer Service standard that came into effect January 1, 2012.

If you have fewer than 20 employees, you may still want to submit a report, but the government does not require it.

There are eight requirements within the Accessibility Standard for Customer Service that apply to all organizations with one or more employees.

Learn more about these requirements by visiting the resources listed below. 


Accessibility Policy

  • Accommodation

  • Assistive Devices and Measures

  • Disability

  • Personal Assistive Devices

  • Regulatory Matter

  • Service Animals

  • Support Person

  • Procedures

  • Regulatory Matter Requests

  • Customer Complaints External to Regulatory Matters