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Message from the Minister Responsible for Accessibility
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 I am so pleased to have been appointed the new Minister Responsible for Accessibility. In this role, I will be responsible for helping people with disabilities realize their full potential, and for overseeing the implementation of our province's ground-breaking Accessibility for Ontarians with Disabilities Act.
As a champion for disability advocacy and as a former Chair of the Ontario Accessibility Standards Advisory Council, I will continue to support Ontario’s commitment to increasing accessibility in the province.
Ontario’s accessibility journey is well underway and I look forward to many more milestones and accomplishments. We will continue working together across government, industry and communities to build a province where inclusion, access and empowerment for people of all abilities are ingrained in everything we do.
This is an exciting time for our province with so much opportunity. Ontario’s Action Plan: The Path to 2025 charts a clear path forward and I am proud to lead the way.
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Message from the Deputy Minister Responsible for Accessibility
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 As a long-time public servant, I have been fortunate to experience a significant culture change over the last ten years in the Ontario Public Service. Prior to assuming my role as Deputy Minister Responsible for Accessibility, Francophone Affairs and Seniors Affairs, I acted as Interim Deputy Minister of the former Ministry of Training, Colleges and Universities. For eight years, I was Assistant Deputy Minister for the Strategic Policy and Programs Division, Ministry of Training, Colleges and Universities, where I was responsible for strategic policy development and program design for both postsecondary education and labour market skills training. From 2005 to 2007, as Assistant Deputy Minister for the Office of Francophone Affairs, I was responsible for French-language services in the Ontario Public Service. I also have ten years of progressive experience at the Ministry of Education, in a variety of policy/program director portfolios.
I am proud to say that people with disabilities have been more fully recognized for the value and contributions they bring to our workplace, making it a thriving and inclusive environment.
This culture change is spreading across Ontario, as accessibility for people with disabilities is increasingly becoming part of everyday life in our province. More and more organizations are removing barriers to make it easier for people with disabilities to participate in their workplaces and communities.
It is an honour to have been appointed as the Deputy Minister Responsible for Accessibility, and I look forward to working with my colleagues at the Accessibility Directorate of Ontario to support the Honourable Tracy MacCharles as she steers us towards an accessible Ontario by 2025.
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Changes to Ontario’s accessible customer service standard are now in effect
Changes to the customer service standard under the Accessibility for Ontarians with Disabilities Act came into effect on July 1, 2016.
As a result of these changes:
- All employees (including volunteers, interns, students, etc.) must be trained on accessible customer service.
- More types of regulated health professionals can provide documentation of a need for a service animal.
- More specific information is provided to clarify that an organization can only require a support person to accompany someone with a disability for the purposes of health or safety and in consultation with the person. If it’s determined a support person is required, the fee or fare (if applicable) for the support person must be waived.
- All accessibility standards – including the accessible customer service standard – are now part of one Integrated Accessibility Standards Regulation. This means that the requirements are now better aligned to make it easier for organizations to understand their obligations.
- Private sector and non-profit organizations with 20-49 employees no longer need to document policies (does not remove compliance or reporting requirements).
All organizations in Ontario with one or more employees must comply with the changes effective July 1, 2016.
All public sector organizations, and businesses and non-profits with 20 or more employees must submit their 2017 accessibility compliance report by December 31, 2017.
Learn more about how to make customer service accessible.
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1-49 Employees
50+ Employees
Learn more about your current and upcoming requirements at ontario.ca/accessibility.
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Top tools to help you comply
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Accessibility Webinars
Sign up for free, interactive webinars to learn more about accessibility and your requirements.
Contact us if your organization is interested in partnering on an accessibility webinar on an area of interest to your members or employees.
Coming up:
Accessible customer service standard amendments: What you need to know
- September 20, 2016: 2:00 – 3:00 pm
- September 28, 2016: 1:00 – 2:00 pm
Register now
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Are you planning an event this summer?
 Summer is the time for local events across Ontario, like festivals, block parties and community meals. Do you belong to a service club, faith community or volunteer organization and want some quick tips on how to plan your event so guests with disabilities feel welcome?
Download Planning Accessible Events: So Everyone Feels Welcome now! Produced by the Accessibility Directorate of Ontario, this booklet contains information on low-cost and no-cost things you can do to make your event more inclusive.
You can also order free copies in English or French from the ServiceOntario Publications website or by calling 1-800-668-9938.
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