ACCESSIBLE CUSTOMER SERVICE
EMPLOYEE TRAINING POLICY
Introduction: How to Use This Tool
As of January 1, 2012, all providers of goods and services in Ontario are required to comply with the
customer service standards under Accessibility for Ontarians with Disabilities Act, 2005 (AODA). As of
January 2015 all organizations with more than 50 employees must comply with the Training Component
of AODA and in January 2016 all organizations including those with fewer than 50 employees will need
to be incompliance with the AODA training policy. This template provides a framework for a
comprehensive Customer Services Employee Training Policy under AODA.
The following sections are included in this template:



Guiding principles and definitions
Assistive devices, service animals, and support persons
Training requirements
To use this tool, fill in the blanks indicated by square brackets, and delete the introductory and
explanatory text in dark grey.
Policy Title
Accessible Customer Service Employee Training Policy
Policy Owner
HR
Policy Approver(s)
Insert name e.g. VP of HR
Related Policies
List related policies.
THIS TOOL AND HUNDREDS MORE AVAILABLE IN THE HR TOOLBOX AT http://hrinsider.ca/.
Templates and tools from HR Insider are provided for members of our service. Members may use this document as is or as a starting point to customize their
own documents. HR Insider assumes no responsibility for the effectiveness or legality of any of its online templates or tools. Always consult your legal
counsel and management before implementing any new policies or procedures.
Related Procedures
Name other related enterprise procedures both within or external to this policy.
Storage Location
Describe physical or digital location of copies of this policy.
Effective Date
List the date that this policy went into effect.
Next Review Date
List the date that this policy must undergo review and update.
Purpose
[Company name] is committed to providing accessible customer service to all individuals, including
people with disabilities by ensuring that our representatives are trained to provide appropriate, barrier free
services that respect the dignity and independence of persons with a disability. To that end, this policy
outlines the specific steps taken by [company name] to ensure full accessibility in accordance with the
Accessibility for Ontarians with Disability Act, 2005 (AODA).
Scope
This policy governs the requirement for training of [company name] employees, agents, volunteers,
interns, or contractors, who deal with customers or other third parties.
Governing Legislation
Use this section to list the relevant laws and regulations. This template represents best practices only and
does not ensure legal compliance. You may have additional obligations pursuant to the federal and/or
provincial, state, or territory laws and regulations applicable to your jurisdiction. Consult the applicable
laws and legislation, and review this policy with your legal counsel before implementation to ensure full
legal compliance.
Accessibility for Ontarians with Disability Act, 2005, SO 2005, c 11.
THIS TOOL AND HUNDREDS MORE AVAILABLE IN THE HR TOOLBOX AT http://hrinsider.ca/.
Templates and tools from HR Insider are provided for members of our service. Members may use this document as is or as a starting point to customize their
own documents. HR Insider assumes no responsibility for the effectiveness or legality of any of its online templates or tools. Always consult your legal
counsel and management before implementing any new policies or procedures.
Accessibility Standards for Customer Service, O Reg 429/07.
Dog Owners' Liability Act, RSO 1990, c D.16.
Guide Dogs, RRO 1990, Reg 58.
Human Rights Code, RSO 1990, c H.19.
Guiding Principles
The provision of accessible customer service at [company name] will be guided by the fundamental
principles governing AODA.
Dignity
People with disabilities are treated as equally valued and respected as any other individuals.
Independence
People with disabilities are free to choose the manner in which they are served.
Integration
People will disabilities have full access to the goods and services provided by [company name]. This
principle includes the use of alternate measures in cases where full integration does not serve the best
needs of a person with a disability.
Equal Opportunity
Persons with disabilities have the same opportunities to benefit from the goods and services provided
by [company name] as other customers. This means taking the individual needs of a person with a
disability into account, even if doing so results in different treatment.
THIS TOOL AND HUNDREDS MORE AVAILABLE IN THE HR TOOLBOX AT http://hrinsider.ca/.
Templates and tools from HR Insider are provided for members of our service. Members may use this document as is or as a starting point to customize their
own documents. HR Insider assumes no responsibility for the effectiveness or legality of any of its online templates or tools. Always consult your legal
counsel and management before implementing any new policies or procedures.
Definitions
Assistive Device: any tool, technology, or equipment that facilitates the performance of everyday tasks
by a person with a disability. Examples of assistive devices include, but are not limited to, wheelchairs,
walkers, hearing aids, oxygen tanks, and communication boards.
Disability: As defined in AODA and the Human Rights Code, disability includes the following:

any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect
or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any
degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing
impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair
or other remedial appliance or device,

a condition of mental impairment or a developmental disability,

a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or
spoken language,

a mental disorder, or

an injury or disability for which benefits were claimed or received under the insurance plan established under
the Workplace Safety and Insurance Act, 1997
Guide Dog: a dog trained as a guide for a blind person that also meets the conditions and qualifications
prescribed by Guide Dogs, RRO 1990, Reg 58.
Service Animal: any animal accompanying a person with disability, so long as:

it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or

the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons
relating to the disability.
Support Person: a person who accompanies a person with disability in order to help with
communication, mobility, personal care or medical needs or with access to goods or services. Note that a
support person may include a family member, friend, trained support worker or other individual
designated as such by the person with a disability.
THIS TOOL AND HUNDREDS MORE AVAILABLE IN THE HR TOOLBOX AT http://hrinsider.ca/.
Templates and tools from HR Insider are provided for members of our service. Members may use this document as is or as a starting point to customize their
own documents. HR Insider assumes no responsibility for the effectiveness or legality of any of its online templates or tools. Always consult your legal
counsel and management before implementing any new policies or procedures.
Employee, Volunteer and Additional Employer Agents Training
[Company name] will train employees, including contract employees, interns and similar employees,
volunteers and other agents of [Company name] who provide goods and services to the public, as well as
all individuals who participate in the development of policies, practices, and procedures governing
customer service on the provision of appropriate accessible customer service to people with disabilities.
This includes individuals in the following positions: [specify customer-oriented positions that you will
train e.g. customer service and sales representatives, managers, etc.]
Training will be held [specify frequency of training and whether it will be provided as part of the
onboarding process for new hires].
Employee training will include the following elements:

An overview of the Accessibility for Ontarians with Disabilities Act, 2005, and the requirements of the customer
service standard

A review of the purpose AODA

[Company name]’s accessible customer service plan

How to interact and communicate with people with various types of disabilities

How to interact with people with disabilities who use an assistive device or require the assistance of a service animal
or a support person

How to use on-site equipment and devices, including [list specific equipment/devices] to provide accessible customer
service for people with disabilities

What to do if a person with a disability is having difficulty in accessing [company name]’s goods and services
Training will also be provided following any changes to the accessible customer service plan.
Additionally training will be provided on an ongoing basis in connections with any changes.
Methods of Training
Training to employees and other agents of the organization will be delivered in multiple formats to ensure
different learning styles and needs are accommodated. Information will be compiled and presented in the
following formats:
THIS TOOL AND HUNDREDS MORE AVAILABLE IN THE HR TOOLBOX AT http://hrinsider.ca/.
Templates and tools from HR Insider are provided for members of our service. Members may use this document as is or as a starting point to customize their
own documents. HR Insider assumes no responsibility for the effectiveness or legality of any of its online templates or tools. Always consult your legal
counsel and management before implementing any new policies or procedures.

Educational information will be placed in a ‘manual’ available on the our organizations internal
website that includes information about assistive devices, communication strategies, resources and
additional information

Interactive training sessions that include introduction of case scenarios and role play offered once
or twice per year
Training Will Consist of Information Pertaining to the Following:
Assistive Devices
[Company name] will provide annual training to employees and, where appropriate volunteers, interns,
agents and contractors on the proper use of various assistive devices that may be used by persons with
disabilities. Employees will be informed about assistive devices and trained to understand that assistive
devices are permitted on all [company name] premises open to the public unless they present a hazard to
the health and safety of others. For example, an oxygen tank would present a hazard if it was placed near
an open flame. In such cases, [company name] will train employees and other organizational agents to
consult with the person with a disability to come up with alternate arrangements.
Currently, [company name] provides the following assistive devices for people with disabilities: [list
available technologies]:
Upon the introduction of a new assistive device employees, and where appropriate volunteers, interns,
agents and contractor will, within X days (for example 60 days) receive information and training on the
proper use of the assistive device.
Those employees, volunteers, interns, agents and contractors who are not able to assist with the use of an
assistive device will be trained in the steps for identifying an employee or other agent of the organization
who is properly trained.
A list of the employees who are trained in the use of assistive devices, including their names, departments
and contact information will be made easily accessible to all employees and agents. A list of all assistive
THIS TOOL AND HUNDREDS MORE AVAILABLE IN THE HR TOOLBOX AT http://hrinsider.ca/.
Templates and tools from HR Insider are provided for members of our service. Members may use this document as is or as a starting point to customize their
own documents. HR Insider assumes no responsibility for the effectiveness or legality of any of its online templates or tools. Always consult your legal
counsel and management before implementing any new policies or procedures.
devices and the employees who are trained in the use of the assistive devices will be made available on
the premises and/or electronically and this list will be provided to each department, the health and safety
committee and maintained within the Human Resources department.
Communication
[Company name] employees will be trained to take into consideration the disability of a person with a
disability to ensure accessibility when communicating with a person with a disability. Specific measures
include [list existing services/items is available];

Providing technology/software such as a TTY machine, a communication board or identifying
communication apps that can be used to facilitate communication in a way that respects the
dignity of the person with a disability. Appropriate employees and other agents of the organization
will be trained on the use of these communication devices and informed of how to access these
devices or tools.

A list of available assistive devices and instructions on how to use the assistive device will be
made accessible including posted electronically.
Service Animals and Guide Dogs
All employees and other agents of [company name] who interact with customers in the deliver of goods
and services will be trained on the appropriate response to the presence of service animals and guide dogs
accompanying persons with disabilities including trained to understand that services animals are welcome
on [company name] premises that are normally open to the public or third party access unless the animal
is otherwise excluded by law. For example, certain dog breeds may be excluded by the provincial Dog
Owners’ Liability Act or by municipal by-laws.
Additionally, training will include understanding which, if any circumstances, allowing a service animal
to accompany a person with a disability on [company name] premises might compromise the health and
safety of another person and trained in steps to inform the person with the disability of alternate options
where appropriate and available.
THIS TOOL AND HUNDREDS MORE AVAILABLE IN THE HR TOOLBOX AT http://hrinsider.ca/.
Templates and tools from HR Insider are provided for members of our service. Members may use this document as is or as a starting point to customize their
own documents. HR Insider assumes no responsibility for the effectiveness or legality of any of its online templates or tools. Always consult your legal
counsel and management before implementing any new policies or procedures.
If it is not apparent that an animal accompanying a person with a disability is a service animal, all
employees and agents of the organization will be trained to inform the person with a disability that the
organization may request a letter from a physician or nurse or (optionally you may choose to accept a
letter from a mental health professional such as a psychologist) to verify the animal’s role before any
actions are taken that may deny or limit access to services.
Support Persons
All employees and agents of [company name] will be trained in awareness of the role of a support
person(s) accompanying persons with disabilities and that these support persons are welcome at all
[company name]’s premises that are open to the public.
All employees and agents of [company name] will be informed whether or not normal fee such as
admissions fee will be applied to the admission of a support person where an admissions fee or similar fee
is usually required. For example a support person accompanying a person with a disability to a movie
theater can be required to purchase a ticket if the support person wishes enter the movie theatre. The
organization has the right to wave fees and must inform all employees of this policy.
Notice of Temporary Disruption
All employees will be trained in the process for notifying persons with disabilities about any disruptions
to services or facilities generally and those services specifically available for people with disabilities. This
notice will be posted in a conspicuous public place and will include information about the reason for the
disruption and its anticipated length, as well as information on available alternative services or facilities.
The notice will be placed at [list locations e.g. website, bulletin boards, etc.].
In the circumstance where employees are aware that a person with a disability has been pre-scheduled for
a meeting, appointment or visit and where there is a disruption in service employees will be trained to
attempt to notify whenever possible the person with a disability to inform them of the disruption.
THIS TOOL AND HUNDREDS MORE AVAILABLE IN THE HR TOOLBOX AT http://hrinsider.ca/.
Templates and tools from HR Insider are provided for members of our service. Members may use this document as is or as a starting point to customize their
own documents. HR Insider assumes no responsibility for the effectiveness or legality of any of its online templates or tools. Always consult your legal
counsel and management before implementing any new policies or procedures.
Record Of Training
A record of training will be maintained for all ADOA training including the dates on which the training
was received, details of the content of the training and the number of employees who were trained.
Policy Modifications
[Company name] will modify or repeal any policy that is inconsistent with the principles set out in
AODA or the Accessibility Standards for Customer Service.
Employee Declaration
I,
, hereby acknowledge that I have read and understood [company
name]’s Accessible Customer Service Employee Training Policy. I agree to abide by the terms and
conditions of this policy and ensure that persons working under my supervision abide by the terms and
conditions of this policy. I understand that if I violate or fail to comply with this policy, I may face legal
or disciplinary action according to applicable laws or other [company name] policies.
___________________________________
_______________________________
Employee Signature
Date
___________________________________
_______________________________
Manager Signature
Date
Revision History
Version
Change
Author
Date of Change
THIS TOOL AND HUNDREDS MORE AVAILABLE IN THE HR TOOLBOX AT http://hrinsider.ca/.
Templates and tools from HR Insider are provided for members of our service. Members may use this document as is or as a starting point to customize their
own documents. HR Insider assumes no responsibility for the effectiveness or legality of any of its online templates or tools. Always consult your legal
counsel and management before implementing any new policies or procedures.
_____________________________________________________
THIS TOOL AND HUNDREDS MORE AVAILABLE IN THE HR TOOLBOX AT http://hrinsider.ca/.
Templates and tools from HR Insider are provided for members of our service. Members may use this document as is or as a starting point to customize their
own documents. HR Insider assumes no responsibility for the effectiveness or legality of any of its online templates or tools. Always consult your legal
counsel and management before implementing any new policies or procedures.