Accessibility standards for customer service

This webpage provides information and educational resources on the customer service standard under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).

The resources below were developed by ONPHA with funding from the Government of Ontario under the EnAbling Change Partnership Program. Information about the other standards under the AODA can be found at the AccessON website or by visiting ONPHA's accessibility information web-portal.

Customer Service Standard - Implementation and training resources

Ontario's accessibility standard for customer service came into effect on January 1, 2008. Non-profit housing providers in Ontario will be required to comply with the standard by January 1, 2012.

The standard states what businesses and other organizations in Ontario must do to provide their goods and services in ways that are accessible to people with disabilities.

The resources on this webpage have been specifically developed to assist non-profit housing providers understand the requirements of the customer service standard and reach compliance. 

Using these resources

The resources in this section are intended to work together so that your organization has everything it needs to become compliant. These resources are broken down into two parts, with each section containing a video and resource book that will help you achieve compliance.

Part 1: The Customer Service Imperative   

  • These resources were developed to help leaders and senior staff meet their organizational compliance requirements.

Part 2: "Changes" - Training on Accessible Customer Service  

  • The information and resources in this section, along with your organization's own policies and procedures, can form the basis of your staff training program.

Looking for an extra copy of these resources?

All ONPHA regular (housing provider) members received a package of these materials in the mail in March, 2011.

ONPHA housing members can access the materials at no additional cost from this webpage.

Additional print and DVD copies of these materials can be ordered from the ONPHA Store.