Accessibility for Ontarians with Disabilities Customer Service Policy


The Accessibility for Ontarians with Disabilities Act, 2005 (the AODA) is a provincial act with the purpose of developing, implementing and enforcing accessibility standards in order to achieve accessibility for persons with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises.

Under the AODA, Ontario Regulation 429/07 entitled “Accessibility Standards for Customer Service” establishes accessibility standards specific to customer service and the provision of goods and services to the public.

The Local Health Integration Networks are required to meet the requirements of accessibility standards established by the AODA. This policy applies to all LHIN staff, volunteers and similar parties who deal with the public.

Policy Statement

The LHINs strive to provide goods and services in a way that respects the dignity and independence of people with disabilities and will use reasonable efforts to ensure its policies, practices and procedures are consistent with the spirit and requirements of the Accessibility Standards for Customer Service (Ontario Regulation 429/07).

Communication with Persons with Disabilities

When communicating with a person with a disability, the LHINs will do so in a manner that takes into account the person’s disability.

Assistive Devices

A person with a disability may provide their own assistive device for the purposes of obtaining, using and benefiting from the LHIN’s good and services that are made available to the public.

Service Animals

The LHINs are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public. If a service animal is excluded by law from the LHIN premises, the LHINs will ensure that alternate means are available to enable the person with a disability to access the LHIN’s good and services.

Support Persons

The LHINs are committed to welcoming people with disabilities who are accompanied by a support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises. In the event that a fee is charged in relation to a support person’s presence on the LHIN premises or to attend a LHIN-sponsored event, advanced notice of the fee will be provided.

Notice of Temporary Disruption

The LHINs will make reasonable efforts to provide notice in the event of a planned or unexpected disruption in the facilities or services where they have control over such facilities or services. This notice will include information about the reasons for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The LHINs will provide notice by posting information in visible places on our premises or on the LHIN’s web site, or by any other method that may be reasonable under the circumstances.

Training for Staff

The LHINs will provide training to all employees, volunteers and others who deal with the public on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Training will be provided as soon as practicable after an individual assumes responsibilities related to the public and will include the following:

  • The purposes of the AODA and the requirements of the Accessibility Standards for Customer Service
  • Information regarding the LHIN policies, practices and procedures relating to the customer service standards
  • How to interact and communicate with people with various types of disabilities
  • What to do if a person with a particular type of disability is having difficulty accessing your goods or services
  • How to interact with people with disabilities who use an assistive device, service animal or support person
  • How to use the equipment or assistive devices that may be available at the LHINs

The amount and format of training will be tailored to suit each person’s interactions with the public or his/her involvement in the development of policies, procures and practices pertaining to the provision of goods and services. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Feedback Process

Feedback is welcomed as it encourages continuous service improvements. Feedback from a member of the public about the delivery of goods and services to persons with disabilities may be given by telephone, in writing, in electronic format or through other methods. Contact us

Availability of Documents Required by the Accessibility Standards for Customer Service (Ontario Regulation 429/07)

Documents required by the Accessibility Standards for Customer Service are available upon request. When providing a document to a person with a disability, the LHINs will work with the individual to determine options in order to provide the document or the information contained in the document in a format that takes the person’s disability into account.