Consultation: AODA Customer Service Standards Review

The Ministry of Seniors and Accessibility launched a public consultation on customer service standards. 

The customer service standards under the Accessibility for Ontarians with Disabilities Act  (AODA) came into force in 2008 and were last amended in 2016. The AODA, which applies to municipalities, requires all organizations to identify and remove barriers in order to provide customer service that is more accessible to people with disabilities. In summer 2023, the most recent Customer Service Standards Development Committee was established to review the province’s customer service standards and assess if changes are needed to the general requirements in Ontario Regulation 191/11 under the AODA.  

Based on its review, the committee developed an initial recommendations report that focuses on improving Ontario’s existing accessibility standards to further reduce and prevent accessibility barriers in customer service. 

View the Report

The Standards Committee made 67 initial recommendations that intend to make customer service more accessible for people with disabilities; with direct implications for municipalities. For example, through accessibility policies, training, formatting of documents, procurement, and more. 

The Committee is seeking public feedback until January 9, 2025 before submitting its final report and recommendations to the Minister for consideration. 

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