Accessibility for Ontarians with Disabilities Act

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) seeks to remove barriers and achieve accessibility for persons with disabilities in a number of key areas. Under the AODA, the Province of Ontario will implement five accessibility standards.

The first standard, Customer Service, requires public sector organizations in Ontario to meet certain requirements by January 1, 2010.
(The other standards: Employment, , Information and Communication, Built Environment and Transportation are in various stages of development and are not yet law.) For UHN, the expectations of the Customer Service standard are consistent with providing the best experience for all who come to UHN to work, learn or access services. Commitments to accessibility and Health Equity are integral to our strategic planning.

“As part of the roll-out of this new standard, UHN employees, students, volunteers who interact with the public accountable to complete our accessibility learning program and engage in continual review of their unit practices and procedures to ensure services are accessible to persons with disabilities. ”

From Section 6(1) of the AODA Customer Service Standard (Ontario Regulation 429/07), training is required as follows:

Customer Service Standard
6. (1) Every provider of goods or services shall ensure that the following persons receive training about the provision of its goods or services to persons with disabilities:

1. Every person who deals with members of the public or other third parties on behalf of the provider, whether the person does so as an employee, agent, volunteer or otherwise.
2. Every person who participates in developing the provider’s policies, practices and procedures governing the provision of goods or services to members of the public or other third parties.

A number of specific requirements of the standard are being addressed centrally by UHN’s AODA Planning Committee under the sponsorship of Emma Pavlov, Senior, Vice President Human Resources, Organizational Development and the Laboratory Medical Program. Accountabilities of Managers, employees, students, volunteers will be addressed through the learning sessions.

Related Links:

• Guide to the Province of Ontario AODA Customer Service Standard
  - PDF Version  - WORD Version

• Brief Summary of the Customer Service Requirements

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