Accessibility Customer Service Standard
Level 1: AODA Training



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This online training course was developed so that companies and organizations can comply with the first enforceable accessibility standard to be enacted under AODA: the Accessible Customer Service Standard. In addition, the information that is provided will help organizations prepare for the forthcoming Integrated Accessibility Standards, which includes, Information and Communication, Employment Practices, and Transportation, and finally, the Built Environment standard.

Consisting of three Chapters, this online course discusses our evolving notions of the concept of "disability", the Accessible Customer Service Standard and what employees need to do to comply. Through a combination of realistic examples, hypothetical scenarios and multiple-choice questions, students are evaluated according to how well they have mastered the material.

Students must receive a grade of at least 80% before progressing to the next module and to pass the course.  This online training course is self-paced and takes approximately 1 hour to complete.  A printable Certificate of Completion is available on successful completion of course material.  This training course is regulatory compliant.


The following course is part of a group of required courses that should also be taken:

Accessibility Integrated Standards - Level 2: AODA Training

What you will learn in this Course

  1. The purpose of AODA legislation
  2. Defining "disability";  Visible versus Invisible disabilities
  3. Overview of the Customer Service Standard Policies and Procedures
  4. Training; Notice of Service Disruptions; Service Animals
  5. Support Persons; Customer Feedback
  6. Assistive Technologies - low-tech, mid-tech and high-tech
  7. Communication - various types of media
  8. Communication - behaviour towards people with various types of disabilities

This course requires 1.0 Training Units per Trainee.

   Enter the number of people who will take this course
   Trainees  x  Training Units 1.0