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A Bit About the Customer Service Standard


Accessible Customer Service Standard


January 1, 2012 is the date by which all businesses and organizations with one employee or more, in Ontario are required to have met the business practice and training requirements under the Accessibility Standards for Customer Service, Ontario Regulation 429/07.



By January 1, 2012, the following requirements should be met:

  • Establish policies, practices and procedures on providing goods or services to people with disabilities.
  • Make reasonable efforts to ensure that your policies, practices and procedures are consistent with the principles of independence, dignity, integration and equality of opportunity.
  • Have a policy dealing with people’s use of their own assistive devices to access your goods or services and any other measures your organization offers to enable an individual access your goods or services.
  • Communicate with a person with a disability in a manner that takes into account their disability.
  • Let people with disabilities bring their service animals onto the parts of the premises open to the public or other third parties, except where the animal is otherwise excluded by law from the premises.
  • Let people with disabilities be accompanied by their support persons while on the parts of your premises open to the public or other third parties.
  • If you charges admission, let people know ahead of time what, if any, admission will be charged for a support person.
  • Provide notice when facilities or services that people with disabilities usually use to access goods or services are temporarily disrupted.
  • Ensure anyone involved in developing your customer service policies, practices and procedures, as well as anyone who interacts with the public or other third parties on your behalf receives training on topics outlined in the customer service standard.
  • Establish a process for receiving and responding to feedback about the way the organization provides goods or services to people with disabilities, including the actions to be taken if a complaint is received, and make information about the process readily available to the public.

Businesses and organizations with 20 or more employees have additional documentation requirements. This includes preparing a document(s) that outlines your organizations policies, practices and procedures, informing people to whom you provide goods and services as to its availability, and providing it to any person upon request. This documentation or the information contained within it shall, upon request, be provided in a manner that takes into account a person’s disability.

The above summary is provided for information purposes only. Please ensure you check the legislation for full details.


Who must comply with the Customer Service Standard?

The Accessibility Standards for Customer Service, Ontario Regulation 429/07 applies to all people, businesses and organizations that provide goods or services either directly to the public or to other businesses or organizations and that have one or more employees in Ontario. It applies to public, non-profit and private sector organization and businesses.



PSN Can Help

PSN’s – AODA/Customer Service Standard Facilitated Training Sessions

PSN’s – AODA/Customer Service Standard E-Learning Course

PSN’s – AODA/Customer Service Template Package