December 3rd - 2011

Customer service the focus of accessibility law

Did you know that, as of January 1, 2012, a new law takes effect? The Customer Service Standard of the Accessibility for Ontarians with Disabilities Act (AODA) is part of a goal to make Ontario completely accessible for persons with disabilities by 2025.

Did you know that, as of January 1, 2012, a new law takes effect? The Customer Service Standard of the Accessibility for Ontarians with Disabilities Act (AODA) is part of a goal to make Ontario completely accessible for persons with disabilities by 2025.

“Accessible customer service is not about ramps or automatic door openers,” notes the provincial website. “It’s about understanding that people with disabilities may have different needs. It can be as easy as asking ‘How can I help?’ and making small changes to how you serve customers with disabilities.”
The Customer Service Standard addresses business practices and training needed to provide better customer service to people with disabilities. The intent of this first step is to provide good service to all customers in the province in a way that meets their needs – and that’s just good business.

All offices in the province must comply with the standard, and key requirements include developing and/or examining your policies and training your staff as well as those who represent you to the public or to your customers. The Ontario Real Estate Association has provided information to real estate boards across the province about the standard, and that information is being circulated to members.

Real estate boards have been advised to set up a compliance team or a point person. Boards should review their existing policies on customer service and, where appropriate, create new policies and procedures to address the new legal requirements. To the extent that member boards interact with the public, employee training programs should be revised to reflect the new requirements. Similarly, any third-party contracts may need to be revised.

If you are an OREA member and are not sure whether the act or standard applies to you, there are a number of options. You can check out the resource material and training manual now available on the OREA website at www.orea.com under Members. Scroll down to Legal Resource Material and then the Accessibility for Ontarians with Disabilities Act, 2005. You can also check with your board, seek independent legal advice, or visit the province’s website for more information at www.accesson.ca and click on Customer Service Standard, or call 1-866-515-2025.

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For more information contact

Ontario Real Estate Association

Jean-Adrien Delicano

Senior Manager, Media Relations

JeanAdrienD@orea.com

416-445-9910 ext. 246

Ontario Real Estate Association
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