Recent changes to AODA Customer Service Standard

As of July 1st, 2016, the Accessibility Standard for Customer Service is now regulated under the Integrated Accessibility Standard Regulation. Five key areas were changed, including:

Training: As of July 1st, ALL staff, volunteers & contractors must be trained on the AODA and its accessibility standards (as opposed to the previous requirement to train only those who work with the public).

Service Animals: Businesses & organizations can now ask for documentation from a regulated health professional if you cannot clearly identify if the animal is a service animal (the list of regulated health professionals is now expanded beyond only doctors & nurses).

Support Persons: Admission fees must be waived for a support person following consultation with the person with disabilities regarding their health and safety needs.

Feedback: Businesses & organizations must make feedback processes accessible by providing/arranging for alternative formats or communication supports.

Documentation: Previously, businesses & organizations with more than 20 employees had to provide their policy in writing and make it available to the public (and in accessible formats upon request). As of July 1st, businesses & organizations with 20-49 employees no longer have to put their policy in writing but must continue to submit compliance reports. Only organizations with 50 or more employees must continue to provide their policy in writing and make it available to the public (and in accessible formats upon request.