AODA Customer Service Standard Now in Effect
Posted by Matt Hagg on Tue, Jan 03, 2012 @ 12:07 PM
Happy New Year! 
SPH would like to remind everyone that the AODA Customer Service Standard is now in effect for all Ontario businesses as of January 1. This means that businesses must now establish policies and procedures for providing goods and services to people with disabilities, train employees based on these policies and procedures, and create a process for feedback from customers, among other requirements.
Businesses with more than 20 employees have additional requirements under the Customer Service Standard. In addition to creating a written copy of their customer service policies and procedures, these businesses must submit a report to the Ontario government in order to let them know how they are doing, however, this does not need to be done right away. In fact, businesses with more than 20 employees have until December 31, 2012 to file their accessibility compliance report. The reporting tool is now online with more information available at: http://www.mcss.gov.on.ca/en/mcss/programs/accessibility/customerService/report_online.aspx
While your business may currently be focused on complying with the Customer Service Standard, don't forget that some of the requirements of the new Integrated Accessibility Regulation (IAR) have also begun to take effect. In particular, businesses that provide information on emergency procedures and plans must now also provide that information in accessible formats, on request, and businesses must also work with their employees to determine what information they might need in case of an emergency.
A full list of AODA requirements and additional information is available at the AccessON portal.