The Accessibility Standards for Customer Service Regulation 429/07 (CSR) is the first of five standards released under the AODA and became law in January 2008, effective in the public sector January 1, 2010. It was the first AODA standard to be introduced and implemented at Fanshawe.

The customer service regulation outlines what everyone at Fanshawe must do to ensure AODA compliance, and ensures the College's policies, procedures and training are in place to provide customer service that is accessible to people of all abilities.

The key principles upon which accessibility should be founded are:

A person with disabilities is entitled to maintain self-respect and the respect of other people.

Equal Opportunity
A person with disabilities has opportunity to access goods or services, employment and access to the community equal to that given to others.

A person with disabilities is allowed to do things on his/her own without unnecessary help or interference from others.

A person with disabilities is able to benefit from the same services, in the same place, and in the same or similar way as others, unless an alternate measure is necessary to enable a person with disabilities to access goods or services, employment or the community.

How to serve, teach, or help:


Anyone with a disability

A person with vision loss

A person with hearing loss

A person with an intellectual or developmental disability

A person with a learning disability

A person with a mental health condition

A person with mobility impairments

A person with a speech impairment

A person with environmental sensitivities


Fact Sheet: Accessible Customer Service (PDF)

AODA Training: Customer Service and IASR (PDF)

AODA Training: Educators (PDF)

AODA Training: Changes to Customer Service Standards, July 2016 (PDF)

Links for much more information

Accessibility Directorate of Ontario of the Ministry of Community and Social Services

Public Health Agency of Canada

Ontario Human Rights Commission

Canadian Abilities Foundation

National Institute of Disability Management

World Health Organization

disAbility Information and Resources

Closing the Gap

dmoz Open Directory Project

National Center on Workforce and Disability


The information on this website is available in alternative formats for persons with disabilities. For assistance, please call 519-452-4282 or contact