You must provide training to all employees who interact with customers or who create the policies.
- Training is required for employees who speak to customers over the phone, in person or via e-mail. This includes employees who interact with third parties such as wholesalers or manufacturers.
- The Ministry of Community and Social Services has an online course on its website and is currently taking the position that by completing this 45-minute course, employees are considered trained for the purposes of the Customer Services Standards.
The training must:
- review the purposes of the AODA;
- review the requirements of the Customer Service Standards;
- provide instruction on how to interact and communicate with people who have various types of disabilities including those who use assistive devices, have a service animal or who are accompanied by a support person;
- provide instruction on what to do if a person with a disability is having difficulty accessing your goods or services; and
- train employees on your policies, practices and procedures.
Organizations should keep in mind that the online course will only include generic training under the Customer Service Standards and that supplemental training may be required on policies, practices and procedures which are specific to your business.
Of course, training must be provided on an ongoing basis if there are any changes to the policy, or when new employees are hired or when untrained employees are transferred to a role that may require the training.
