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Module 1 — Understanding the AODA and the Accessibility Standards for Customer Service

Image of Jeannine Smith holding foldersThe Four Principles

Most universities have policies, practices and procedures that relate to customer service for persons with disabilities. Examples include policies on accommodating students with disabilities, procedures on booking assistive listening devices, room reservations and residence admissions policies. Some of these are formal, documented practices. Others are unwritten and informal, “this is the way we do things around here.”

Under the customer service standard, each university must ensure that its policies, practices and procedures address the requirements of the standard, and use reasonable efforts to ensure they are consistent with the principles of independence, dignity, integration and equality of opportunity.






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