The Accessibility for Ontarians with Disabilities Act (AODA) is a law in Ontario that allows the government to develop specific standards of accessibility in order to achieve accessibility for Ontarians with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises.

In addition to Customer Service, development of standards in other key areas is underway, including:

  • Information and Communications
  • Built environment
  • Employment
  • Transportation accessibility standards

The purpose of the Act is to provide accessible customer service for people with disabilities using the following four principles as a guide:

  • Dignity
  • Independence
  • Integration
  • Equal Opportunity

AODA requires organizations to:

  • Create policies, procedures and practices
  • Specifically address service animals, support persons and other assistive devices
  • Train staff on policy, processes and providing service to persons with disabilities
  • Provide and communicate feedback methods
  • Achieve compliance and complete reporting

Please see our  360°kids Accessibility Standards for the Customer Service policy.