Complying with AODA, Ontario’s accessibility legislation, isn’t just the law – it’s also good business sense
The physical barriers for people with disabilities are coming down. Ontario has made it a priority to make the province fully accessible, backing it up with legislation — the Accessibility for Ontarians with Disabilities Act (AODA).
The government is committed to removing obstacles that often stop persons with disabilities from doing what much of society takes for granted, such as going out for dinner, a movie or taking public transit.
Why has this become such a priority? One in every seven Ontarians has a disability, according to the Ontario Ministry of Community and Social Services. The chances are quite high you know at least one person with a disability — although whether or not you are aware of it is a different story. Disabilities come in different forms — it could be temporary, permanent, reoccurring, visible or invisible.
Why should we, as employers and individuals, care? First, because it makes good sense — both economically and socially. Second, because as we age, the chances are quite high that each of us will develop a disability. And third, well, we have no choice — it’s the law.
AODA enforces mandatory standards that must be upheld by both private and public sectors. The customer service standard is the first of five standards that has been put into place under the AODA. Its purpose is to ensure persons with disabilities receive the same level of customer service to which we are all entitled. Public sector organizations, including universities, school boards, government and hospitals, were required to comply with AODA as of Jan. 1, 2010. Private sector organizations need to comply by Jan. 1, 2012. The remaining four standards — built environment (buildings and other structures), employment, information and communications, and transportation — will be rolled out over the next couple of years, with the goal of creating a fully accessible Ontario by 2025.
The business case for accessibility
People with disabilities across Canada have spending power of about $25 billion annually, according to the Ministry of Community and Social Services. Providing accessible customer service will help ensure current and potential customers, including those with a disability, choose your organization over competitors. It also creates a positive public image — a factor that is becoming more influential in this age of social consciousness.
Compliance
By Jan. 2, 2012, all Ontario businesses and organizations that provide goods or services to the public or to other third parties are legally required to comply with the customer service standard. AODA states all organizations with more than one employee must comply with its requirements. And all organizations with more than 20 employees must submit a report annually on compliance activities via an accessibility form developed by the government. If an organization is found to be non-compliant, hefty penalties may be levied — up to $50,000 per person per day and $100,000 per organization per day.
Steps for employers to take
Organizations must take the following steps to achieve compliance.
Step one: Create a customer service standard statement and prominently display it throughout the organization in a variety of key places.
Step two: Design policies, practices and procedures for providing goods or services to people with disabilities. For example, a self-service gas station creates a policy that it will assist drivers with disabilities pump their gas. The service station posts a sign in a prominent place so motorists are aware of this policy.
Step three: Provide training to individuals who are responsible for developing organizational policies, practices and procedures on accessible customer service as well as for all employees who provide service to the public or to other third parties, such as suppliers and distributors. As all organizations have customers and deal with them on a regular basis, most, if not all employees, would have to receive this training.
Step four: Adhere to all other organizational requirements set out under the customer service standard. For more information on these requirements, visit the Ministry of Community and Social Services at www.accesson.ca.
Melissa Magder is an HR, diversity and intercultural expert at proLearning Innovations in Toronto, a training solutions provider for small and large businesses. She can be reached at [email protected] or visit www.prolearningonline.com for more information.
