Accessibility Standards for Customer Service


Accessibility benefits everyone. The Accessibility for Ontarians with Disabilities Act (AODA) was passed in 2005 with the goal of making Ontario accessible to ALL individuals by 2025 through a series of standards.

Accessibility Standards for Customer Service is the first standard under AODA. Ontario’s hospitals, schools, municipalities and other public sector organizations have been required to comply with the requirements of the standard since January 1, 2010. The private and non-profit sectors were tasked with complying as of January 1, 2012.

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

Supervisors are responsible for informing staff, volunteers and students about when they will complete their training.

If you have any 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. Staff, volunteers and students will be asked to sign a “Trainees Sign Off” log confirming they have received training. Those who successfully complete the training will receive a certificate.