DISABILITY AND THE DUTY TO ACCOMMODATE: Your Rights and Responsibilities

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA)

The Accessibility for Ontarians with Disabilities Act (AODA) aims to make goods and services, facilities, accommodation, employment buildings and premises accessible to all Ontarians.

Core Principles of the AODA:

• The core principle of dignity simply means the recognition that people with disabilities are just as valued and just as deserving of effective and full service as any other clients or customers.  It means that service providers need to consider how people with disabilities can effectively access their goods and services, and to show due respect for these methods.
• The core principle of independence can mean different things in different situations.  Sometimes, it just means the freedom to make your own choices, free from the control or influence of others—to “call the shots”.  In other situations, it can mean the freedom to do things in your own way.  For example, someone who is slow-moving because of a disability should not be denied the opportunity to participate in a program or service because of that fact.
• The core principle of integration means that people with disabilities are able to benefit from the same services, in the same place, to the same degree, and in the same or a similar way as people without disabilities.  In a fully integrated setting, goods and services are provided in a way accessible to everyone, whether or not an individual has a disability.
• The core principle of equality of opportunity means in this instance that people with disabilities have the same opportunity to benefit from the way you provide goods or services as others do .  This means that they shouldn’t have to make significantly more effort to get service, or to accept less quality or inconvenience.

This will be achieved by developing accessibility standards which are rules that businesses and organizations in Ontario will need to follow to break down barriers in important areas of everyday life.

Five key areas are covered by the AODA and include employment, buildings and other structures, information and communications, public transportation and customer service. The first standard to be launched is the Customer Service Standard.

Customer Service Standard Employment Guide

Customer Service Standard Policy Sample

Customer Service Standard Public Notice & Feedback Form Samples
Customer Service Standard FAQS

Future AODA standards:

For more information on forthcoming Employment, Building, Information, and Public Transportation standards, visit www.AccessON.ca and follow the links under “Accessibility Standards” at left