Accessibility Standards for Customer Service


Accessibility benefits everyone.

The Accessibility for Ontarians with Disabilities Act (AODA) was passed in 2005. AODA’s goal is to have Ontario accessible for all individuals by 2025 through a series of standards.

Accessibility Standards for Customer Service is the first standard under the Accessibility for Ontarians with Disabilities Act, (AODA). Since January 1, 2010, Ontario’s hospitals, schools, municipalities and other public sector organizations have already been required to comply with the requirements of the standard. And starting in January 1, 2012, the private and nonprofit sectors must comply. Family Day must comply with with standards effective January 1, 2010.

One of the requirements under the Accessibility Stands for Customer Service is that every person who provides direct service to the public, or interacts with the public must receive training about how to serve customers with disabilities. This training is mandatory for all Family Day employees, volunteers and students on placement.

Each supervisor is responsible for informing staff, volunteers and students when they will complete their training.

If you have questions or concerns regarding this training, please speak with your supervisor.


Click here to download a draft of our policy.

Mandatory Training

The following information is designed as a practical reference tool and training resource for Family Day employees, volunteers, students, contractors and partners.

To complete the training please follow these steps:

  1. Read the Accessibility Standards in Customer Service Policy
  2. Review the PowerPoint presentation – Accessibility for People with Disabilities
  3. Read Accessible Customer Service Tips (optional)
  4. Watch the 30 minute video on Accessible Customer Service Training: Accessible Customer Service Training Video
  5. Complete the Accessibility Customer Service Quiz

Responses to the Accessibility Customer Service Quiz are submitted to Family Day’s Human Resources Department, who reviews them. Staff, volunteers and students will be asked to sign a “Trainees Sign Off” log, confirming that they have received training. Everyone successfully completing the training will receive a certificate.


Family Day welcomes and appreciates your comments and/or questions concerning the accessibility of the goods and services being provided. Feel free to use the Employee Suggestion Box to provide your feedback. All submissions will be considered, reviewed and discussed.