Under the Customer Service Standard of the AODA, service providers must create, implement, and maintain accessible customer service policies. These policies must outline how providers will serve customers with disabilities in accessible ways. Moreover, private businesses with fifty or more workers and all public sector organizations must put their policies in writing. Furthermore, they must give copies of their accessible customer service policies to any people who ask for them, and make the public aware that these copies are available upon request.
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What is the Customer Service Standard?
The customer service standard under the AODA outlines requirements for service providers to make their goods, services, and facilities accessible for customers or patrons with disabilities.
What is the Customer Service Standard?
Accessibility Barriers
The Customer Service Standard mandates that service providers must find ways to break down barriers that prevent customers with disabilities from accessing the services they need. Barriers may be due to:
- Physical obstacles
- Technology
Accessible Public Spaces in Ontario
Under the Design of Public Spaces Standard of the AODA, organizations must make new and redeveloped public spaces accessible. Accessible public spaces include:
- Outdoor paths, such as sidewalks
- Parking spaces
- Outdoor playgrounds
- Routes to beaches
- Outdoor trails
- Fixed waiting areas, fixed queuing guides, and service counters
- Outdoor public eating areas
Accessible Outdoor Public Use Eating Areas
Under the Design of Public Spaces Standard of the AODA, cities and other organizations building or redeveloping outdoor public use eating areas must make those areas accessible to visitors with disabilities. Rules for accessible outdoor public use eating areas apply to private organizations with fifty or more workers and to all public sector organizations.
Accessible Service Requirements in Ontario
Under the Design of Public Spaces Standard of the AODA, cities and other organizations building or redeveloping service-related elements, such as counters and waiting areas, must make those areas accessible to customers or patrons with disabilities. Accessible service-related elements include:
- Waiting areas with fixed seating
- Fixed-queuing guides
- Service counters
Organizations must make both indoor and outdoor elements accessible.