Accessible Customer Service Course for Guards 2026

1. Frage 1 von 25

   In 2022, about what share of Canadians aged 15 and older had at least one disability?

   • AAbout 5%
   • BAbout 50%
   • CAbout 27%
   • DAbout 12%
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   Antwort: C. About 27%

   Statistics Canada found that 27.0% of Canadians aged 15 and over, or 8.0 million people, had at least one disability in 2022.

2. Frage 2 von 25

   Which was the most common type of disability in Canada in 2022?

   • APain-related
   • BMemory
   • CHearing
   • DSeeing
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   Antwort: A. Pain-related

   Pain-related disability (16.7%) was most common, followed by flexibility, mobility and mental health-related disabilities.

3. Frage 3 von 25

   Under the Accessible Canada Act, which of these counts as a barrier?

   • AOnly broken elevators
   • BOnly websites
   • CAnything that hinders full and equal participation, including attitudes, policies and communication
   • DOnly stairs and narrow doors
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   Antwort: C. Anything that hinders full and equal participation, including attitudes, policies and communication

   The Act defines barriers broadly: physical, architectural, technological, attitudinal, information or communication barriers, and those from a policy or practice.

4. Frage 4 von 25

   By what date does the Accessible Canada Act aim to make Canada barrier-free?

   • AJanuary 1, 2050
   • BJanuary 1, 2025
   • CJanuary 1, 2030
   • DJanuary 1, 2040
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   Antwort: D. January 1, 2040

   The Act, in force since July 11, 2019, aims for a barrier-free Canada by January 1, 2040.

5. Frage 5 von 25

   Who does the Accessible Canada Act apply to?

   • AEvery corner store in Canada
   • BThe federal government and federally regulated sectors such as banks, telecom and interprovincial transportation
   • COnly provincial governments
   • DOnly charities
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   Antwort: B. The federal government and federally regulated sectors such as banks, telecom and interprovincial transportation

   The Act covers the Government of Canada and federally regulated private sectors. Provinces have their own accessibility laws.

6. Frage 6 von 25

   Under the Accessibility for Ontarians with Disabilities Act customer service rules, when may staff ask for documentation about a service animal?

   • AOnly if the animal is a dog
   • BAlways, before the person enters
   • CWhen it is not easy to tell that the animal is a service animal
   • DNever, under any circumstances
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   Antwort: C. When it is not easy to tell that the animal is a service animal

   If the animal is not readily identifiable (for example, by a vest or harness), the person can be asked for documentation from a regulated health professional.

7. Frage 7 von 25

   In Ontario's customer service rules, which animals can be service animals?

   • AOnly animals with a provincial licence plate
   • BOnly guide dogs for people who are blind
   • CAny animal that meets the rules, not only guide dogs
   • DOnly dogs
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   Antwort: C. Any animal that meets the rules, not only guide dogs

   Ontario guidance says any animal can qualify if it is readily identifiable or the person has documentation from a regulated health professional.

8. Frage 8 von 25

   In Alberta, a business refuses entry to a qualified service dog team. What is the maximum fine under the Service Dogs Act?

   • A$100
   • B$300
   • C$30,000
   • D$3,000
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   Antwort: D. $3,000

   Alberta lists a maximum fine of $3,000 for discriminating against or refusing access to a qualified service dog team.

9. Frage 9 von 25

   A restaurant in Alberta wants service dog teams to sit only on the outdoor patio. Is this allowed?

   • AYes, during busy hours
   • BNo, businesses cannot set aside a specific area for service dog teams
   • CYes, if the patio is heated
   • DOnly if another customer complains
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   Antwort: B. No, businesses cannot set aside a specific area for service dog teams

   Alberta guidance says businesses cannot designate a specific area, such as a patio, for service dog teams.

10. Frage 10 von 25

    When can a service dog team be asked to leave, according to Alberta guidance?

    • AWhen the dog is aggressive, damages property or disrupts other people
    • BWhen the store is busy
    • CWhen the handler will not explain their disability
    • DWhen a staff member does not like dogs
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    Antwort: A. When the dog is aggressive, damages property or disrupts other people

    A team can be asked to leave if the dog is aggressive, causes damage or disrupts other patrons. Personal questions about the disability are not appropriate.

11. Frage 11 von 25

    Where may a qualified service dog team be kept out, under Alberta guidance?

    • APlaces of worship
    • BTaxis
    • CNon-public areas such as food preparation areas or sterile hospital rooms
    • DRestaurants
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    Antwort: C. Non-public areas such as food preparation areas or sterile hospital rooms

    Teams may go anywhere the public may go. Access does not extend to non-public areas like kitchens or sterile rooms.

12. Frage 12 von 25

    In B.C., a person uses a dog that is not certified under the Guide Dog and Service Dog Act. What is true?

    • AThey have no rights to bring the dog anywhere
    • BSecurity must confiscate the dog
    • CThey must pay a fee to enter
    • DThey may still be protected by the B.C. Human Rights Code
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    Antwort: D. They may still be protected by the B.C. Human Rights Code

    Certification in B.C. is voluntary. People who rely on an uncertified dog are still protected under the Human Rights Code.

13. Frage 13 von 25

    A customer arrives with a support person at a paid event in Ontario. What do the rules say about support person fees?

    • AAny fee must be disclosed in advance, and waived if you require the support person for safety
    • BAlways charge double
    • CThe support person must wait outside
    • DSupport persons are never allowed
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    Antwort: A. Any fee must be disclosed in advance, and waived if you require the support person for safety

    Ontario requires that any support person fee be disclosed in advance and waived when the organization requires the support person for health or safety.

14. Frage 14 von 25

    When may an Ontario organization require a person with a disability to bring a support person?

    • AOnly in very limited cases, for health or safety, after consulting the person and when no other option exists
    • BOnly on weekends
    • CWhenever staff feel unsure
    • DAlways, for every visitor with a disability
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    Antwort: A. Only in very limited cases, for health or safety, after consulting the person and when no other option exists

    A support person can be required only rarely, for health or safety reasons, after consultation and considering the evidence.

15. Frage 15 von 25

    The accessible washroom at your site is closed for repairs. What should the public be told?

    • AOnly that it is closed
    • BThat it is closed, why, how long, and what alternatives exist
    • CNothing; they will find out
    • DTo go to another building without directions
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    Antwort: B. That it is closed, why, how long, and what alternatives exist

    Ontario and Manitoba rules call for public notice of temporary disruptions, including the reason, expected length and alternatives.

16. Frage 16 von 25

    In Manitoba, which organizations must have accessible customer service policies?

    • AOnly stores larger than 1,000 square metres
    • BOnly government offices
    • COnly those with 50 or more employees
    • DEvery organization with at least one employee
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    Antwort: D. Every organization with at least one employee

    Manitoba's Customer Service Standard applies to every organization in the province with at least one employee.

17. Frage 17 von 25

    What do Ontario's accessible customer service rules require about staff training?

    • ATraining for all members of the organization, with a record of who was trained and when
    • BTraining only for managers
    • CTraining once every 20 years
    • DNo training at all
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    Antwort: A. Training for all members of the organization, with a record of who was trained and when

    Ontario guidance says to train all members of the organization and keep a log of who was trained, on what, and when.

18. Frage 18 von 25

    A customer who uses a wheelchair is with a friend. You need to explain a rule. Who should you speak to?

    • AThe friend, so the customer does not have to answer
    • BNobody; write it on a sign
    • CYour supervisor
    • DThe customer directly
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    Antwort: D. The customer directly

    Speak directly to the person you are serving, not to their companion, interpreter or support person.

19. Frage 19 von 25

    How should you treat a person's wheelchair, walker or cane?

    • ATreat it as part of their personal space and do not touch or move it without permission
    • BHold it while they show ID
    • CMove it out of the way when it blocks a path
    • DLean on it while you talk
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    Antwort: A. Treat it as part of their personal space and do not touch or move it without permission

    Mobility devices are part of a person's personal space. Ask before touching or moving them.

20. Frage 20 von 25

    A person who is Deaf approaches your desk. What is a good way to communicate?

    • AFace them, keep your mouth visible, and use writing, gestures or text if needed
    • BTalk to them from behind
    • CIgnore them until a co-worker arrives
    • DShout slowly
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    Antwort: A. Face them, keep your mouth visible, and use writing, gestures or text if needed

    Facing the person and offering pen and paper or a phone note removes the communication barrier.

21. Frage 21 von 25

    You approach a person who is blind to give directions. What should you do first?

    • APet their guide dog
    • BGrab their arm and lead them
    • CIdentify yourself and ask if they would like help
    • DSpeak to the guide dog
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    Antwort: C. Identify yourself and ask if they would like help

    Introduce yourself and ask before helping. Never distract or touch a working guide dog.

22. Frage 22 von 25

    A visitor has trouble understanding a long safety rule. Which approach is best?

    • AAsk them about their diagnosis
    • BGive up and let them do what they want
    • CRepeat it faster
    • DUse short, plain sentences, one idea at a time, and check understanding
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    Antwort: D. Use short, plain sentences, one idea at a time, and check understanding

    Plain language and patience help people with cognitive or learning disabilities without asking personal questions.

23. Frage 23 von 25

    Under the Accessible Canada Act, which description of disability is correct?

    • AIt applies only to people over 65
    • BIt can be permanent, temporary or episodic, and visible or not
    • CIt must be permanent and visible
    • DIt only means using a wheelchair
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    Antwort: B. It can be permanent, temporary or episodic, and visible or not

    The Act defines disability broadly, including impairments that are temporary or episodic and those you cannot see.

24. Frage 24 von 25

    During a fire alarm, how can a guard best help people with disabilities?

    • ALock the elevators and leave
    • BWait for the fire department to find them
    • CKnow the site's evacuation plan for people who need help and check assigned areas
    • DTell everyone to use the elevators
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    Antwort: C. Know the site's evacuation plan for people who need help and check assigned areas

    Knowing your site's plan for people who need evacuation help, before an emergency, saves time and lives.

25. Frage 25 von 25

    Which is the correct reason to deny a service animal access in Ontario?

    • AA staff member has a mild dislike of dogs
    • BThe person will not say what their disability is
    • CAnother law specifically prohibits animals in that area, and you offer another way to get the service
    • DThe animal is not a dog
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    Antwort: C. Another law specifically prohibits animals in that area, and you offer another way to get the service

    Where another law excludes animals, Ontario guidance says to offer another way for the person to access the service.

Tastatur: 1–4 zum Antworten, Eingabetaste für die nächste Frage.