Course Details

Previous Page


The AODA: Customer Service and Accessibility Standard


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number



Overview/Description
The Accessibility for Ontarians with Disabilities Act 2005 (the AODA) is a comprehensive law designed to make Ontario completely accessible to persons with disabilities by the year 2025. The provincial government is enacting a number of Accessibility Standards as regulations under the AODA. Each Accessibility Standard is targeted at removing barriers for persons with disabilities in key areas of daily living. This course covers the Customer Service Standard, the purpose of which is to make the goods and services provided by businesses and organizations in Ontario accessible to persons with disabilities. This course covers the purpose of the AODA and the requirements of the Customer Service Standard; how to interact and communicate with people with various types of disabilities including those who use assistive devices, service animals and guide dogs, or support people; how to use equipment or devices in order to help those with disabilities access your organization's goods and services; instruction on what to do if customers are having difficulty accessing your organization's goods or services; and instruction on how to approach your organization's policies, practices, and procedures governing the provision of goods and services to people with disabilities. The information contained in these training materials is provided for general information purposes only and does not constitute legal or other professional advice. Participating in this training program or reading these training materials does not create a lawyer-client relationship with Sherrard Kuzz LLP or with any other legal provider. Participants/readers are advised to seek specific legal advice from members of Sherrard Kuzz LLP (or alternate legal counsel) in relation to any decision or course of action contemplated.

Target Audience
Every person who deals with members of the public or other third parties on behalf of a business or organization, whether the person does so as an employee, agent, volunteer, or otherwise

Expected Duration (hours)
1.0

Lesson Objectives

The AODA: Customer Service and Accessibility Standard

  • identify the expectations for providing customer service in accordance with the requirements of the Customer Service Standard
  • identify the four key principles of the Accessibility Standard for Customer Service
  • interact and communicate in an appropriate manner with a customer who has a disability
  • interact in an appropriate manner with a customer who requires the use of an assistive device
  • interact in an appropriate manner with a customer who requires the use of a support person, service animal, or guide dog
  • Course Number:
    lchr_01_a67_lc_enus