Imagine walking into a store, excited to shop, only to find out you can’t get through the door, or no one knows how to help you when you ask a simple question. For too many people with disabilities, that’s still the reality.
Accessibility isn’t a bonus feature; it’s a basic expectation. And in Ontario, the Accessibility for Ontarians with Disabilities Act (AODA) is helping to change that. One of the first and most important pieces of this change is the Customer Service Standard.
So, what is the Customer Service Standard really about? And what does it mean for businesses that want to be more welcoming and inclusive?
What is the AODA Customer Service Standard?
The Customer Service Standard was the first regulation to come into force under the AODA. It’s all about ensuring that people with disabilities receive goods and services with the same high quality and timeliness as everyone else.
Businesses and organizations that provide goods, services, or facilities to the public, whether big or small, are required to comply. This includes retail stores, restaurants, offices, libraries, hospitals, and more. Whether you’re a two-person shop or a multinational corporation, the expectation is clear: service must be accessible to all.
What Does “Accessible Customer Service” Actually Mean?
Accessible customer service is a way of thinking and operating that considers the diverse needs of your customers. It might involve:
- Communicating in ways that take into account a person’s disability. For example, offering information in writing if someone has difficulty hearing.
- Allowing service animals and support persons into your establishment.
- Training your staff to interact respectfully and effectively with customers who have disabilities.
- Having a feedback process so customers can comment on how well you’re providing accessible service.
Importantly, accessibility doesn’t always mean expensive renovations or complicated technology. Sometimes it’s as simple as offering assistance when needed, speaking directly to the customer rather than their support person, or being patient if someone needs extra time.
Legal Requirements for Businesses
Under the AODA’s Customer Service Standard, businesses must:
- Create accessible customer service policies. These should outline how you will provide service to people with disabilities.
- Train staff. Everyone who deals with customers or develops customer service policies must receive training on accessible customer service and Ontario’s accessibility laws.
- Allow assistive devices, service animals, and support persons. Customers with disabilities must be allowed to use their own assistive devices and bring support people.
- Provide accessible communication. You must communicate in ways that consider the person’s disability.
- Create a feedback process. There must be a way for customers to provide feedback on your accessibility efforts and have their concerns addressed.
- Document and make information available. If you have 20 or more employees, your policies must be written down and made available to anyone who requests them.
Compliance isn’t just a suggestion—it’s the law. There are penalties for organizations that fail to meet the standards.
Why It Matters
Beyond compliance, providing accessible customer service is simply good business. According to the Rick Hansen Foundation, nearly 28% of Ontarians identify as having a disability. That’s a significant portion of the population, and their friends and family, who are paying attention to how businesses treat them.
When you offer accessible service, you:
- Expand your customer base.
- Improve your brand’s reputation.
- Increase customer loyalty.
- Demonstrate social responsibility.
And most importantly, you help create a society where everyone, regardless of ability, can participate fully.
Common Misconceptions
Many businesses worry that accessibility is costly or complicated. But in reality, many changes are low-cost or no-cost. Simple adjustments like:
- Rearranging furniture to allow easier navigation.
- Training staff to ask, “How can I help you?”
- Providing documents in large print or plain language.
Another misconception is that if no customers have complained, there’s no issue. The truth is that many people with disabilities will simply take their business elsewhere rather than navigate an inaccessible environment.
Getting Started
If you’re unsure where to begin, start with training. When your team understands the basics of accessibility, you set the tone for respectful and inclusive service.
At A Life Worth Living, we offer the Business Accessibility Toolkit (BAT) courses that cover the essentials of the Customer Service Standard and more. Designed to be practical and user-friendly, these courses help businesses not only meet the AODA requirements but also create welcoming spaces for all customers.
Ready to get started? Learn more about the BAT courses here.
When you prioritize accessibility, you don’t just comply with the law; you make a meaningful difference.