AODA Customer Service Standard Training

Summary: Why This Training Matters

Understanding and implementing the AODA Customer Service Standard is not just a legal obligation—it’s an opportunity to build a more inclusive and successful organization. Here’s why this training is essential for your team:

Meets Ontario’s Accessibility for Ontarians with Disabilities Act (AODA)

This training satisfies the mandatory requirements set by the AODA, which applies to all organizations with at least one employee in Ontario. We help ensure you stay compliant with the Customer Service Standard outlined under the Integrated Accessibility Standards Regulation (IASR).

Covers the Customer Service Standard, Policies, Procedures, and Legal Compliance

Participants gain a clear understanding of how to recognize barriers, adapt communication styles, and implement policies and procedures that reflect Ontario’s accessibility laws. The training emphasizes practical steps to provide respectful and equitable service to customers with disabilities.

Designed for Organizations of Any Size – From Sole Proprietors to Large Corporations

Whether you’re a self-employed professional or manage a large workforce, our training adapts to your operational size and industry. We support small businesses, non-profits, public sector agencies, and corporate enterprises across Ontario.

Delivered On-Site Across Ontario or Virtually Upon Request

We provide on-site AODA training in cities like Toronto, Ottawa, Mississauga, Hamilton, Kingston, and beyond. Prefer remote learning? Choose our live virtual option, ideal for distributed teams or hybrid workplaces.

Helps Prevent Fines and Promote Inclusive Customer Interactions

Failure to comply with AODA regulations can result in daily penalties of up to $100,000. More importantly, accessible service builds customer loyalty and demonstrates your commitment to equity and inclusion. This training helps your team deliver customer experiences that meet diverse accessibility needs.

Participants Receive a Customer Service Standard Certificate

Every participant receives a Customer Service Standard certificate upon completion. This serves as proof of training for compliance audits and is a best practice for internal HR and health & safety documentation.

📧 Book your training today: info@fast-rescue.com | Request a Free Quote

What is the AODA Customer Service Standard?

The AODA Customer Service Standard is one of the five key standards under the Accessibility for Ontarians with Disabilities Act (AODA). It outlines what organizations must do to make their services more accessible to people with disabilities. This includes removing barriers, improving communication, and ensuring equal access to goods and services.

Under AODA, every organization in Ontario with at least one employee—whether in the public, private, or non-profit sector—is legally required to provide training to all staff who interact with the public.

Failure to comply can result in significant penalties, including daily fines of up to $100,000.

Who Needs AODA Customer Service Standard Training?

This training is mandatory for all staff who:

• Interact with customers, clients, or the public
• Develop policies or provide customer service
• Communicate with members of the public via phone, email, or in person

This includes:

• Customer service representatives
• Sales staff and receptionists
• Supervisors and managers
• Volunteers and board members
• Administrative and front-desk personnel
• Call centre agents

Whether you’re a local small business or a large public institution, this course ensures your team is fully trained and compliant.

Course Overview – What You’ll Learn

Our AODA Customer Service Standard Training offers a practical and engaging learning experience tailored to Ontario’s legal requirements.

Course Content Includes:

• What is the Customer Service Standard?
  • Understand its role under the AODA and how it impacts your organization
  • Learn what “accessible customer service” means in real-world terms
• Overview of the AODA Legislation
  • The purpose, goals, and timelines of the Act
  • Penalties for non-compliance
  • How the Customer Service Standard fits into the broader AODA framework
• Recognizing and Responding to Barriers
  • Physical, technological, communication, and attitudinal barriers
  • Common accessibility challenges in service environments
  • Inclusive language and respectful interaction techniques
• Developing Accessible Customer Service Policies
  • Creating or updating policies that align with AODA requirements
  • Writing procedures that support accessibility
  • Implementing service disruption protocols
• Communication Best Practices
  • Adapting communication styles to meet different accessibility needs
  • Tools and strategies to support people with vision, hearing, mobility, cognitive, and mental health disabilities
• Assistive Devices, Support Persons, and Service Animals
  • Guidelines for interacting appropriately and respectfully
  • Understanding customer rights and responsibilities
• Documentation and Reporting Requirements
  • Keeping training records
  • Maintaining accessibility policies and making them publicly available

Certification Details

After successful completion of the course, participants will receive:

• A downloadable AODA Customer Service Standard Certificate
• Proof of training for compliance audits and reporting
• Custom training records for employers to retain in case of inspection

Certificates are valid for three years and can be renewed or refreshed as needed to meet evolving accessibility standards.

Course Delivery Options

On-Site Training Across Ontario

We provide in-person AODA training at your location, allowing your team to learn in a familiar and practical setting. Whether you’re in Toronto, Ottawa, Hamilton, London, or anywhere in Ontario, our instructors bring real-world expertise directly to you.

• Tailored to your sector (retail, healthcare, education, etc.)
• Includes organization-specific scenarios and case studies
• Great for teams of 4 or more

Virtual AODA Workshop

Prefer a remote option? We offer live, instructor-led online sessions that maintain the same level of engagement and compliance.

• Ideal for remote teams or multiple locations
• Interactive with quizzes and discussion
• Available Canada-wide for businesses expanding across provinces

Flexible Scheduling

• Half-day or 90-minute options available
• Weekend or evening sessions offered upon request
• Group bookings available year-round

Why AODA Training Is Essential for Your Business

Avoid Legal Risks: Non-compliance with the AODA can result in serious fines and legal consequences. Training ensures your team meets all requirements under the Integrated Accessibility Standards Regulation (IASR).

Promote Inclusive Service: Inclusive customer service is good business. Training your team improves service quality for all customers—especially the 2.6 million Ontarians living with a disability.

Expand Your Market: By making your services more accessible, you open your business to a broader customer base and improve your reputation for social responsibility.

Meet Government and Funding Requirements: Many grant and contract applications—especially in the public and non-profit sectors—require proof of AODA compliance, including staff training.

How to Book AODA Customer Service Training with F.A.S.T. Rescue

Booking your AODA Customer Service Standard Training with us is fast, flexible, and straightforward. Whether you’re a small business, non-profit, or government agency, we make it easy to stay compliant and inclusive.

Follow These Simple Steps:

1. Request a Free Quote: Contact us with your organization’s size, location, and preferred training format (on-site or virtual). We’ll send you a no-obligation quote tailored to your needs.
2. Choose Your Training Date: We offer flexible scheduling—including weekdays, weekends, and evenings—to accommodate your operations.
3. Confirm Your Booking: Once you approve the quote, we’ll reserve your spot and send you a confirmation with all training details.
4. Train Your Team: Our certified instructors will deliver engaging and compliant AODA Customer Service Standard Training either at your location or online.
5. Receive Certificates: All participants will be issued a Customer Service Standard certificate for compliance reporting.

Ready to Get Started?

📧 Email: info@fast-rescue.com
📞 Toll-Free: (905)760-2045
🔗 Request Your AODA Training Quote Today