Accessible Customer Service Policy
The Ontario Public Service Accessible Customer Service policy outlines the Ontario Government’s responsibilities and legal obligations for providing accessible customer service to persons with disabilities.
Our commitment on accessibility
The Government of Ontario is committed to ensuring that government information and services are accessible for all Ontarians.
This includes providing services and programs that people with disabilities can use and benefit from equally and in a manner that respects their dignity and independence.
Key principles
Our policy is based on:
- respect for the dignity and independence of people with disabilities
- equal opportunity for people with disabilities to access, use and benefit from our services or programs with the same quality and timeliness that others receive
- service integration in relation to services provided to the broader public, unless alternative ways of providing the service or program are necessary for equal opportunity
Laws and rules
The standards and rules on providing accessible customer service are set out in the:
- Accessibility Standards for Customer Service (Ontario Regulation 429/07)
- Integrated Accessibility Standards (Ontario Regulation 191-11)
Employee training
Our staff will be trained in how to provide accessible customer service and on the requirements of our accessibility policies.
Summary of customer service policies
This is a summary of the accessible customer service you can expect to receive. For more detail, please see the full policy.
Information and Communication
When communicating or providing information or services to a person with a disability, we will do so in a manner that takes the person’s disability into account.
Accessible Formats and Communications Supports
If a person with a disability needs an accessible format, or help to communicate with us, we will work with the person to provide the format or support that will meet their needs — at no additional cost to them.
If we are not able to meet the person’s particular requirement in a reasonable timeframe, we will inform them and will work with them to determine an alternate method or will provide a summary of the information.
Accessible Websites and Web Content
Our internet websites and web content controlled either directly by the Government of Ontario or through a contractual relationship that allows us to modify the product, will conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA according to the schedule set out in the AODA Integrated Accessibility Standards.
Feedback Process
We will inform our customers of the choices available for them to give feedback.
Feedback may be provided:
- in person
- by telephone/TTY
- in writing
- by email or
- by any other communication technology as required
If customers with disabilities would prefer to give their feedback, and receive a response to it, using an alternate method than the one offered, they may request it.
Service Disruption
If there is a problem with facilities, equipment or services that people with disabilities rely on, we will provide notice to the public.
The way we provide the notice will be determined by the nature of the problem.
We will always try to make alternative arrangements to provide service where possible.
Assistive Devices
People with disabilities may use their own personal assistive devices. Where assistive devices are available in our buildings, our staff have been trained on how to use them.
Service Animals
People with disabilities may use their service animal in all parts of our premises that are open to the public, unless the animal is excluded by law, such as in food preparation areas.
In this case, we will ensure that appropriate alternative arrangements are made to ensure that the person can access the service.
Support Persons
People with disabilities can access their disability-related support person while using our services.
In situations where confidential matters will be discussed, the support person may be asked to sign a confidentiality agreement or the role of the support person may need to be agreed to in advance of the meeting.
Admission Fees
Where admission fees are charged for a government attraction, support persons will not be charged.
This policy will be posted on the attraction’s or ministry’s website, included in the information where admissions fees are published and at the entrances where fees are collected.
More information on customer service
If you have questions, concerns or requests, please contact us.