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Accessibility for Ontarios with Disabilities Act


  1. Purpose and Scope


The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is a Provincial Legislation with the purpose of developing, implementing, and enforcing accessibility standards to achieve accessibility for persons with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures, and premises on or before January 1, 2025.

Ontario Regulation 429/07 entitled “Accessibility Standards for Customer Service” came into force on January 1, 2008. This regulation establishes accessibility standards specific to customer service for public sector organizations and other persons or organizations that provide services to members of the public or other third parties.


This policy is in accordance with the Accessibility Standards for Customer Service Ontario Regulation 429/07 and addresses the following:


  • The provision of services to persons with disabilities
  • The use of assistive devices by persons with disabilities
  • The use of service animals by persons with disabilities
  • The use of support persons by persons with disabilities
  • Notice of temporary disruptions in services and facilities
  • Staff training
  • Customer feedback regarding the provision of services to persons with disabilities
  • Notice of availability and format of documents and meetings


This policy applies to all internal employees of PROSTAFF Employment Solutions.


  1. Our commitment


The mission of PROSTAFF Employment Solutions is to provide the highest level of satisfaction for our employees, candidates, and clients.


In fulfilling our mission, PROSTAFF Employment Solutions always strives to provide its services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our services and allowing them to benefit from the same services, in the same place and in a similar way to other customers.


  1. Telephone services


We are committed to providing a fully accessible telephone service to our customers. We will train staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.


We will offer to communicate with customers by other means when telephone communication is not suitable for their communication needs or is not available.



  1. Assistive devices


We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.


  1. Billing


We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in alternative formats upon request.


  1. Use of service animals and support persons


We are committed to welcoming people with disabilities who are accompanied by a service animal or support persons on the parts of our premises that are open to the public and other third parties.


  1. Notice of temporary disruption


PROSTAFF will provide customers with notice in the event of a planned or unexpected disruption in the facility or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed in the area to which it applies.


  1. Training for staff


PROSTAFF will provide training to all internal employees. All new staff will be provided with training within the first month of employment with PROSTAFF.


Training will include the following:

  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • What to do if a person with a disability is having difficulty in accessing PROSTAFF’s services
  • PROSTAFF’s policies, practices and procedures relating to the customer service standard.


  1. Communication


PROSTAFF will communicate all policies pertaining to the Accessibility for Ontarians with Disabilities Act by displaying all policies on our Communications Board in our Registration Room.





  1. Feedback process


Customers who wish to provide feedback on the way PROSTAFF provides services to people with disabilities can provide their feedback by contacting or visiting our office and requesting our Customer Feedback Form.  All feedback will be directed to the Recruitment Manager.  Customers can expect to hear back within 15 business days.


  1. Modifications to this or other policies


We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of PROSTAFF Employment Solutions that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.


  1. Questions about this policy

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to the Ownership at PROSTAFF Employment Solutions.

If you have any comments, we’d like to hear from you!

Comments may be submitted by:

Phone : (519) 250-9403

Or by completing the customer feedback form available in our office.







    • PROSTAFF Customer Feedback Form