AODA

Accessible customer service

Accessibility is part of respectful service. In homes, that often means asking before moving assistive devices, keeping paths clear, communicating plainly, and adapting to client instructions.

Small Ontario businesses with employees still need to follow applicable accessibility rules, including policies and training.

Back to Resources Ontario AODA Rules

Bright room prepared for general house cleaning

Ask before moving aids

Mobility devices, medicine, service-animal supplies, and personal systems are not clutter.

In Client Homes

Service habits

Ask before moving mobility aids, medical equipment, communication tools, or service-animal items.
Keep walkways, stairs, mats, cords, and cleaning supplies from becoming trip hazards.
Speak directly to the client, not only to a support person.
Follow scent-free, product, timing, communication, and room-access requests when possible.
Let the office know if a requested accommodation affects scheduling or supplies.

Barriers

What to watch for

Blocked paths, moved furniture, wet floors, or tools left in walking routes.
Instructions given only verbally when a written note would be clearer.
Assumptions about what a client can or cannot do.
Rushing a client who needs more time to answer the door or explain priorities.
Products, smells, noise, or schedule changes that could affect a disability-related need.

Small Business Duties

Keep policies and training simple

Ontario's accessibility rules for businesses and non-profits say organizations with fewer than 20 employees still need accessibility policies. Smaller organizations do not file the same compliance reports as larger ones, but they still must comply with applicable rules.

Accessibility rules Compliance guide

Official Source

Ontario AODA business rules

Use Ontario's AODA pages for current rules on accessibility policies, training, accessible customer service, information and communications, and reporting thresholds.

Open Ontario accessibility rules