aCCEssiBility stanDarDs for CustomEr sErviCE Requiring immediate attention, the Customer Service Standard is the first standard to be introduced under the AODA. The goal of this standard is to ensure that persons with disabilities receive the same level of customer service to which we are all entitled. Public-sector organizations were required to comply with this standard by January 1, 2010. The private sector must comply by January 1, 2012. The Customer Service Standard applies to all businesses that have one or more employee(s) operating in Ontario and pro -vide goods or services directly to the public or to other busi -nesses. Both large and small organizations must comply with this law. Businesses with more than 20 employees have four additional compliance requirements over those with less than 20 employees. However all businesses are subject to random audits and inspection. Financial penalties for non-compliance can be in the thousands of dollars – up to $100,000 per day in the case of an offence under the AODA. The spirit of this legislation is one that employers should embrace. Accessible customer service is about effectively com -municating with and servicing persons with disabilities in a manner that takes into account their disability. By reducing barriers and providing accessible customer service, Ontario businesses can expand their client base. When persons of all abilities feel like valued customers, they choose your business over your competitors – and the message carries over to family and friends. Furthermore, accessibility creates a positive public image – a factor that is becoming more influential in this age of social consciousness. how DoEs this affECt DCs in ontario? Chiropractors who have one or more employees working for them must comply with the Customer Service Standard by Jan-uary 1, 2012. Clinics are required to establish policies, practices and procedures on providing services to persons with disabili -ties. Clinics must also train employees on how to communicate effectively with, and serve, persons with disabilities in a man -ner that takes into account their disability. Clinics with less than 20 employees must: • create an Accessibility Policy and implement a customer service plan; • provide mandatory training for staff/peers on accessible customer service. Clinics with 20 employees or more must: • create an Accessibility Policy and implement a customer service plan; • provide mandatory training for staff/peers on accessible customer service; • document the above in accessible formats that are available to the public upon request; • submit an online accessibility report to the Ministry of Community and Social Services. These resources include: • a template for an Accessible Customer Service policy; • a template for a customer service plan; • an online training program customized for chiropractors and their staff. While the Customer Service Standard is most imminent, compliance requirements for the next set of standards is already under way. The transportation, employment and communica -tion and information standards have been grouped together to form what is now called the Integrated Accessibility Standards. This next set of standards was finalized for Ontario and re -leased in June of this year. Each segment has a series of phased compliance deadlines that stretch from January 2012 to 2025. Not all aspects of each standard will apply to all businesses, so it is incumbent on DCs to know what elements apply to them and what elements do not. The Built Environment Standard will be the last standard to come into effect with a compliance deadline of 2025. The OCA will continue to be a resource for information on the AODA and upcoming standards. Readers can also obtain information from Canada’s Ministry of Community and Social Services website: www.mcss.gov.on.ca DCs in other provinces can also consult with their local jurisdictions regarding the status of accessibility standards in their areas and how to obtain support for implementing Acces -sibility Standards. Making Canada fully accessible to persons with disabilities is not only the right thing to do for society, but it makes good business sense. • E DITORIAL A DVISORY B OARD Victoria Coleman, DC Connie J. D’Astolfo, DC, Dip HA, PhD (cand) Pierre DesLauriers, DC Kevin Finn, DC Karin Hammerich, DC, MHST(L)(cand) James P. Laws, DC, FRCCSS(Hon) David Leprich, DC Wanda Lee MacPhee, DC Frank Mangoni, DC Peter Moore, DC Renae Rogers, DC James Thompson, DC Greg Uchacz, DC, FRCCSS(C) Jessica Wong (CMCC student) Emily Roback B.Sc, DC M EMBERS OF THE E DITORIAL A DVISORY B OARD OF C ANADIAN C HIROPRACTOR M AGAZINE DO NOT NECESSARILY SHARE OPINIONS EXPRESSED IN THE MAGAZINE NOR ARE THEY REPONSIBLE FOR INFORMATION APPEARING IN THE PUBLICATION . whErE Can DCs finD assistanCE? In Ontario, the Ontario Chiropractic Association has developed resources to ensure Ontario chiropractors are compliant with the AODA Customer Service Standard by January 1, 2012. 36 • CANADIAN CHIROpRACTOR | DECEMBER 2011 www.canadianchiropractor.ca
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