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Feedback Processes

Under the Accessibility Standard for Customer Service, organizations had to establish a customer service feedback process for receiving and responding to feedback about the manner in which they provide goods or services to people with disabilities.

Your organization may have other types of external or internal feedback processes to receive and respond to the public and/or employees. For example, an organization may gather feedback through online surveys or forms, by email, by phone, or in print.

Under the Information and Communications Standard, if your organization has feedback processes in place, you must make them accessible. This may include:

  • Arranging for accessible formats and communication supports on request.
  • Notifying the public about the availability of accessible formats and communication supports.

When do you need to comply?

Organization Type Compliance By
Government of Ontario and Legislative AssemblyJanuary 1, 2013
Large designated public sector organizationsJanuary 1, 2014
Small designated public sector organizations and Large organizationsJanuary 1, 2015
Small organizations (1 to 49 employees)January 1, 2016