Accessible customer service training

You must train all staff who work with customers on how to interact with people with different disabilities.
Customers can be anyone who is accessing your organization’s goods or services. This can include paying and non-paying members of the public and other businesses in business-to-business relationships.
Your training must include:

• an overview of the Accessibility for Ontarians with Disabilities Act
• an overview of the requirements of the customer service standard
• your organization’s policy on providing accessible customer service
• tips on how to interact with people with various types of disabilities
• tips on how to interact with people who use an assistive device or require the assistance of a service animal or support person
• information on how to use any equipment or devices available in your organization to help provide goods or services to people with disabilities (e.g., screen readers, lifts)
• tips on what to do if a person with a disability is having difficulty accessing your organization’s goods or services

You must also train your staff when there are any changes to your accessible customer service policies. For information on training, go to Customer Service Training.