Accessible Customer Service Standard Update

The Accessibility Standards for Customer Service, Ontario Regulation 429/07 was created under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). The standard came into effect on January 1, 2008. It sets out obligations for certain persons, businesses and other organizations to provide goods or services in a way that is accessible to people with disabilities in Ontario.

The standard applies to:

  • Designated public sector organizations; and
  • Every other person or organization that provides goods or services to the public or to other organizations (third parties) and that has one or more employees in Ontario.

In addition to accessibility initiatives already underway in Ottawa such as the retrofit program and the transportation audit, the City of Ottawa has embraced the spirit of the AODA and the Accessibility Standards for Customer Service by:

  1. Establishing new policies, practices and procedures and reviewing existing ones
  2. Establishing a training program and training staff, volunteers and others
  3. Establishing a feedback process specific to accessibility of services
  4. Preparing documentation about the changes

Accessibility policies, practices and procedures
Accessible customer service training:
Providing feedback
Requests for documents

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City of Ottawa accessibility policies practices and procedures:

The City’s new Accessible Customer Service Policy is assisting to improve service to people with disabilities and strengthen the procedures, practices and training at the City of Ottawa in the areas of:

This new policy works with other existing City of Ottawa accessibility policies. These documents are available in accessible formats upon request.

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Accessible customer service training:

In order to improve services for residents, the City of Ottawa has developed a Corporate Accessible Customer Service training module that has been delivered to approximately 10 000 existing employees and volunteers who deliver customer service and develop policies on behalf of the City. This training includes a useful reference guide to assist staff in providing accessible customer service. Moving forward, all new staff will also be trained in accessible customer service practices.

The City of Ottawa is also working to ensure third party contractors who deliver services to residents receive training.

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Providing feedback

Your feedback is important in helping improve the accessibility of services within the City of Ottawa.

The City has a formalized feedback process in place that is followed when addressing any complaints, comments and inquiries received in relation to accessible customer service. Feedback will be forwarded to the appropriate personnel, responded to, documented and tracked. A copy of the feedback process is available in various accessible formats upon request.

You can contact us:

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Requests for documents

Accessible formats icon

The City of Ottawa is committed to providing accessible information and communications to its residents. This includes providing City documents in accessible formats upon request.

You can request documents in an accessible format including documents required under the AODA Accessibility Standards for Customer Service 429/07:

If you would like to receive more information on accessibility initiatives and how the City of Ottawa is making “accessibility a part of every day business” please consult the City of Ottawa Municipal Accessibility Plan.

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