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This portal has been developed to help ensure that your organization is compliant with the Customer Service Standard component of the Accessibility for Ontarians with Disabilities Act (AODA). The AODA's goal is to make accessibility in Ontario widespread and commonplace. The Customer Service Standard ensures that people with disabilities have access to goods and services in an equitable and respectful way. The requirements for the Customer Service Standard were developed through extensive community input. They apply province-wide and compliance is mandatory if you are a provider of goods and services in Ontario and have one or more paid employees.

This portal will help you determine what your organization must do to be in compliance with the Standard. The checklist provides a way to ensure that all requirements have been met and possibly identify ways to improve your customer service policies, practices and procedures.

If you are an organization with 20 or more paid employees, this portal will also provide information for the mandatory reporting that is required as part of the Customer Service Standard.

Please click on the links in the right hand menu to access information on the Customer Service Standard. Below is a list of resources to aid you in compliance including tip sheets for staff and volunteers, Information sheets for Executive Directors, Board Members and Volunteers and the complete Workbook for the Customer Service Standard.


The Act


1: Nonprofits and The Act

2: Overview

3: Core Principles

4: Requirements

5: Context for Nonprofits





Key Terms

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