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AODA AODA Customer Service Standards Training

Course Outline

The AODA (Accessibility for Ontarians with Disabilities Act) is a piece of legislation that became law in 2005. The AODA is made up of five standards that are being introduced in a staggered roll out. The first to come into effect is the Customer Service Standard.

The Customer Service standard applies to all people, businesses and organizations that

  • provide goods or services either directly to the public or to other businesses
  • or organizations in Ontario;
  • and have one or more employees in Ontario

For example, if you have a call centre in Nova Scotia...or anywhere in the world...that provides service to customers in Ontario, they are affected by the AODA. All staff including volunteers and contractors must be trained by January 1, 2012. Companies are expected to report to the government that they are in compliance with the legislation.

Who will benefit
  • All team members
  • Customer Service Managers
  • Occupational Health and Safety Professionals
  • Human Resource Professionals

The workshop or online training meets the requirements of the Accessible Customer Service regulation and includes:

  • An overview of the AODA
  • Understanding the requirements of the Regulation
  • How to interact and communicate with persons with various types of disabilities;
  • How to interact with persons with disabilities who use an assistive device or require the assistance of a guide dog or other service animal or the assistance of a support;
  • How to use equipment or devices available on the providerís premises or otherwise provided by the provider to people with disabilities to access goods or services; and
  • What to do if a person with a particular type of disability is having difficulty accessing the providerís goods or services.