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AODA - Requirements
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Your organization needs to establish policies, practices and procedures that will provide clear guidelines to staff, volunteers, and third party contractors on providing your goods and/or services to people with disabilities. Every effort should be made to ensure that new or revised policies, practices and procedures are consistent with the core principles of the Accessibility for Ontarians with Disabilities Act: independence, dignity, integration and equality of opportunity to access goods and services.

  1. Your organization's policies should include a policy about the use of assistive devices to access your goods and services, and about any other measures you offer to enable customers with disabilities to access and use your goods and services.
  2. Your organization should develop a policy and best practices for communicating with people with disabilities in a manner that takes into account the person's disability.
  3. Your organization's policies should state that guide dogs or other service animals can accompany customers with disabilities into any area of the premises open to the public. Where the animal is excluded by law, other measures should be developed that will still allow the customer equal opportunity to access your services.
  4. Your organization's policies should allow customers with disabilities to be accompanied by their support person when accessing your services.
  5. Your organization's procedures should include informing customers ahead of time what, if any, admission fee will be charged for a support person.
  6. Your organization should have a policy and procedure for informing the public when there will be a temporary disruption of facilities or services that people with disabilities rely on to access your goods or services.
  7. Training should be given to staff, volunteers, contractors, and others who interact with the public on behalf of your organization, to ensure that your services are provided in a manner consistent with the requirements of the Customer Service Standard and the AODA core principles.
  8. Training of staff, volunteers, contractors, and others, should include any people involved in developing your organization’s policies, practices and procedures on providing services to people with disabilities.
  9. Your organization should establish a process for receiving feedback on how you provide service to people with disabilities and how you will respond to feedback and take action on complaints. Information on your feedback process should be readily available to the public.

Additional requirements apply if you are a service provider with 20 or more paid employees or a designated public sector organization:

  1. You must document, in writing, all the policies, practices and procedures required by the Customer Service Standard.
  2. You must notify people that the documents required under the Customer Service Standard are available upon request.
  3. You must provide required documents and information in a format that takes into account the person's disability.



The Act


1: Nonprofits and The Act

2: Overview

3: Core Principles

4: Requirements

5: Context for Nonprofits





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