Accessible Customer Service Course: Lessons 2026

Lesson 1: Disability and barriers

In 2022, 27.0% of Canadians aged 15 and older, about 8.0 million people, had at least one disability. The most common types were pain-related (16.7%), flexibility (10.9%), mobility (10.6%) and mental health-related (10.4%). Many disabilities cannot be seen.

The Accessible Canada Act defines disability broadly. It can be physical, mental, intellectual, cognitive, learning, communication or sensory. It can be permanent, temporary or episodic, and visible or not. A barrier is anything that hinders full and equal participation.

Barrier type	Example at a security post
Physical or architectural	A turnstile too narrow for a wheelchair
Information or communication	Safety rules only given out loud
Technology	A sign-in kiosk that does not work with a screen reader
Attitude	Assuming a person cannot understand you
Policy or practice	A rule that only a driver's licence is accepted as ID

Many people with disabilities show no outward sign. A person with chronic pain, hearing loss, a heart condition or a mental health disability may need a seat, more time or a quieter space. Never judge whether someone "looks disabled". Focus on what the person tells you they need.

Lesson 2: Accessibility laws in Canada

The rules depend on where you work and who you work for. Human rights laws in every province and territory also require a duty to accommodate people with disabilities, up to the point of undue hardship.

Law	Applies to	Key points
Accessible Canada Act	Federal government and federally regulated sectors (banks, telecom, broadcasting, interprovincial transport)	In force July 11, 2019. Goal: barrier-free Canada by January 1, 2040.
Accessibility for Ontarians with Disabilities Act (customer service)	Ontario organizations that serve the public or other organizations	Welcome service animals and support persons, notice of disruptions, training for all staff with a record.
Accessibility for Manitobans Act (Customer Service Standard)	Every Manitoba organization with at least one employee	Meet communication needs, allow assistive devices, keep accessibility features working, train staff.
Alberta Service Dogs Act	Public places in Alberta	Qualified teams can go where the public goes. Fines up to $3,000 for refusing access.
B.C. Guide Dog and Service Dog Act	Public places in B.C.	Certified teams have the same access as other people. Certification is voluntary.

In Ontario, organizations must train all members on accessible customer service and keep a log of who was trained, on what and when.

Lesson 3: Service animals and support persons

Service animals

Ontario: any animal can be a service animal if it is readily identifiable (for example, a vest or harness) or the person has documentation from a regulated health professional. Ask for documentation only when you cannot easily tell. If another law bans animals in an area, offer another way to get the service.
Alberta: qualified teams may go anywhere the public may go, but not non-public areas such as food preparation areas or sterile hospital rooms. A business cannot set aside a special area, such as a patio, for them. A team can be asked to leave if the dog is aggressive, causes damage or disrupts other people.
B.C.: certification is voluntary. People with uncertified dogs are still protected under the Human Rights Code.

Do not ask about the person's disability, ask for a demonstration, or take photos without permission. Do not pet, feed or call a working animal. If someone nearby has allergies or fear, look for a reasonable compromise, such as seating people apart.

Support persons

A support person can be a paid worker, volunteer, family member or friend. In Ontario, you may require a support person only in very limited cases for health or safety, after consulting the person. If you charge admission, tell people any support person fee in advance, and waive it when you require the support person.

Lesson 4: Communication and assistive devices

Speak directly to the person, not to their companion, interpreter or support person.
Ask before you help. Accept "no thank you".
Treat wheelchairs, walkers, canes and oxygen tanks as personal space. Do not touch or move them without permission.
Deaf or hard of hearing: face the person, keep your mouth visible, reduce noise, and offer to write or type.
Blind or low vision: identify yourself, say when you are leaving, and describe directions clearly ("ten steps ahead, then a door on your left").
Speech disabilities: be patient, do not finish sentences, and ask them to repeat if needed.
Cognitive or learning disabilities: use short, plain sentences, one idea at a time, and check understanding.
Mental health disabilities: stay calm, give space, and offer choices.

Lesson 5: Disruptions, emergencies and feedback

Temporary disruptions

When an elevator, ramp, automatic door or accessible washroom is out of service, post a notice. Ontario and Manitoba rules expect the notice to say what is unavailable, why, for how long, and what alternatives exist. Report broken accessibility features right away.

Emergencies

Learn your site's evacuation plan for people who need help, before an emergency.
Know where people may wait for help and how to tell responders.
Check your assigned areas, including washrooms and quiet rooms.
Use more than one way to give alarms and directions: voice, gestures and written signs.

Feedback

Ontario and Manitoba ask organizations to invite feedback about accessible service. If a customer complains, listen, write down the details, and pass it on as your site directs.