As mandated in the AODA, Accessibility Standards for Customer Service have been developed. This standard will apply to all persons and organizations providing goods or services. Within the municipal sector interactions with citizens (customers) extend well beyond those typically associated with customer service. Customer service not only includes interactions by telephone, mail, email and at the service counter but it also includes: swimming instructions, children’s summer camp activities, tours through nature settings and museums, visits from public health nurses, committee meetings, open houses, special events, police and emergency service situations, visits to schools and so much more.

DISCLAIMER: The documents provided in this section are provided for the convenience of site visitors. AMCTO does not represent that any document meets applicable legal, business, or policy requirements. Site visitors are strongly advised to carefully consider the applicability of each document to their particular municipality and to seek advice on legal implications.

If you are aware of any subject or resource that should be added to this section please contact us at Accessibility@amcto.com.

• Accessibility Survey Tool, 2005 – Region of Waterloo Title Page


• Introduction


• Communication Methods Tool


• Physical and Architectural Tool


• Technology Tool

• Access Checklist - Customer Service Accommodation Practices


• Disability Checklist - USA


• Disabled Access Compliance Checklist - San Francisco - USA


• Quality Frameworks - Monitoring and Assessment Tools

• Child Care Centres and the ADA


• Commonly Asked Questions About the Americans with Disabilities Act and Law Enforcement

• Complaint Policy – Canadian Hearing Society


• Access to Information for Persons with Disabilities - City of Mississauga


• Documentation Standards Policy - City of Mississauga


• Accessible Meetings Practices - City of Mississauga


• Accessible Meeting Policy - Region of York


• Multiple Format Policy Statement - Region of York


• Accessibility Position Statement - Ottawa Public Library


• Customer Feedback Policy - UK


• Library Policies - Vancouver


• Model Policy for Law Enforcement Officers on Communicating with People who are Deaf or Hard of Hearing - USA


• Policy and Procedures Resource Manual

• Accessible State and Local Government Websites


• Customer Feedback and Complaints Procedure - UK


• Customer Service - Accommodation Practices


• Emergency Guidelines


• Libraries Accessible Services


• Measuring Up - Workbook, Tools, and Resources - City of Vancouver


• Procedures and Practices - Asking Telling Using Storing - USA


• Starting Up - Welcoming the Participation and Contributions of Citizens with Disabilities


• Telephone Emergency Services - USA


• Workforce Disability Checklist - USA