AODA Customer Service Training Summary

Summary

This meeting covered the AODA (Accessibility for Ontarians with Disabilities Act) customer service training, outlining legal requirements and best practices for serving persons with disabilities in Ontario.
The session detailed key concepts including types of disabilities, accessible customer service guidelines, feedback processes, service disruption protocols, and emergency procedures.
Attendees were informed about their responsibilities under the AODA and notified that completion of a 20-question quiz with a minimum score of 80% is mandatory for certification.
The training applies to all public and private sector employees, emphasizing the principles of dignity, independence, equal opportunity, and integration.

Upon completion of training – All Employees: Review the training manual and take the AODA customer service standards quiz.
Ongoing – Management: Ensure feedback processes and service disruption notices are implemented and accessible.
Ongoing – Management: Maintain records of each employee’s completed training and quiz results.

The main goal of the AODA is to achieve an accessible Ontario by developing and enforcing accessibility standards by 2025.
The Act applies to all organizations in Ontario with one or more employees.
Training covers legal requirements, communication with people with disabilities, use of assistive devices, and the feedback and emergency processes.

The AODA complements but does not replace the Ontario Human Rights Act.
Individuals with disabilities may file complaints under either or both Acts, and employees can be named in complaints or called to tribunals.

Employees must provide high-quality, accessible customer service to all.
All staff are required to complete customer service accessibility training.
Employees must proactively report accessibility issues or service disruptions to management.

Use person-first language (e.g., "person with a disability").
Disabilities may be physical, mental, developmental, or related to learning, speech, vision, or hearing.

A range of visible and invisible disabilities are described, along with appropriate etiquette for each.
Assistive devices include mobility aids, communication devices, service animals, and support persons.
Employees should interact directly with the customer, not their support person or interpreter.

Barriers may be physical, architectural, informational, attitudinal, systemic, or technological.
Organizations must work to eliminate or mitigate these barriers to ensure full participation.

Detailed guidance is provided for interacting with persons with physical, hearing, vision, speech, mental health, learning, and intellectual/developmental disabilities.
Key points include respecting personal space, patience, clear communication, and offering assistance when requested.

Organizations must provide advance notice of planned or unplanned disruptions affecting accessibility.
Notices must be clearly posted and alternative arrangements communicated through appropriate channels (entrances, websites, phone).

Organizations must have a process for receiving feedback from persons with disabilities in multiple formats.
Feedback must be acknowledged and acted upon, with records maintained.

Emergency plans must accommodate the needs of persons with disabilities.
Employees should be trained in how to safely assist customers with different disabilities during emergencies.

The training concludes with a mandatory 20-question multiple-choice quiz.
A minimum score of 80% is required to pass, and records of training and test results must be kept on file.

Mandatory training and quiz completion for all employees — to ensure compliance with AODA and maintain organization records.

Are there any updates required to current workplace policies to align with training guidelines?
Does management need to schedule additional sessions to accommodate staff who missed the session?
Are feedback and service disruption notices currently accessible and compliant, or do they require revision?