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FAQ: Amendment to the Customer Service Standard

Posted on Friday, February 18th, 2011

Q. What does the proposed changes to the Customer Service Standard mean?

A. The proposed amendment to the Customer Service Standard will mean that the compliance and enforcement provisions in the Integrated Accessibility Regulation, that is designating the Licence Appeal Tribunal and establishing administrative penalties, will also apply to the Customer Service Standard.

This proposed amendment will not change the existing requirements under the Customer Service Standard or timelines for compliance.

The amendment is necessary for a fair and consistent approach to enforcement across all accessibility standards.

Q. Where do I find the sections referred to the proposed amendment to the Customer Service Standard?

The references in the proposed amendment regulation to paragraph 3 of subsection 21 (3), paragraph 2 of subsection 21 (4), subsection 21 (5) and paragraph 2 of subsection 33 (8) of the Act, can be found in the Accessibility for Ontarians with Disabilities Act, 2005.

The Act can be viewed here:

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