Customer service standard

Accessibility for Ontarians with Disabilities Act (AODA) Customer Service StandardIntroduction

The library is committed to excellence in serving all of our user groups, including people with disabilities.

  • This toolkit is designed to support you in turning the requirements of the Accessibility for Ontarians with Disabilities Act (AODA) Customer Service Standards and the library's customer service commitment into everyday practices in your department.


We are committed to training all of our employees and volunteers in accessible customer service.

  • The library has developed training requirements based on the level of public interaction and the nature of a person's job.
  • Training materials include both those provided by the university and others that are library-specific.


We will communicate and interact with people with disabilities in a manner that they prefer for their particular types of disability. We are committed to accessible:

Disruptions in service

We notify users in the event of a planned disruption of services. A reasonable effort will be made to inform users of an unexpected and significant disruption in services typically used by people with disabilities.

Support persons and service animals

We welcome people with disabilities who are accompanied by a support person or a service animal.

Assistive devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services and resources.

Our feedback process

We welcome feedback regarding the way the library provides services and resources to people with disabilities.

Reporting barriers

We will ensure that staff know what to do if a person with a disability is having difficulty accessing our services or resources.

Supporting information