This page provides information about current legislation in Ontario related to accessibility.
Ontario Human Rights Code
Under the Ontario Human Rights Code, everyone has the right to equal treatment without discrimination. There is a positive duty to accommodate short of undue hardship, meaning that wherever unequal treatment or discrimination exists it must be remedied unless the remedy would cause undue hardship. The Ontario Human Rights Code holds power over the Accessibility for Ontarians with Disabilities Act legislation.
Accessibility for Ontarians with Disabilities Act, 2005
The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is to achieve accessibility for Ontarians with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises on or before January 1, 2025 through the development, implementation and enforcement of standards.
The standards require the persons or organizations named or described in the standards to implement measures, policies, practices or other requirements within the time periods specified in the standards.
The standards are contained in one regulation called the Integrated Accessibility Standards Regulation, also known as the IASR. Currently, the IASR is made up of five standards, and several general requirements that apply to the city's business in the following areas:
- Customer Service
- Information and Communication
- Employment
- Transportation
- Design of Public Spaces
Service Animals
Service animals are used by people with many different kinds of disabilities and are specially trained to assist an individual with a disability by helping them function with greater self-sufficiency; prevent injuries; and summon help in a crisis. Service animals can be trained to open doors, pick up items, predict seizures, or alert someone to sounds such as a doorbell or telephone ring.
People are most familiar with guide dogs used by people who are blind, but not every disability is apparent. Be aware that many disabilities are invisible, such as deafness, epilepsy, autism, multiple sclerosis (M.S.), life-threatening allergies, psychiatric disabilities and others. In some cases, you may not be able to determine if someone is disabled or the extent of their disability and under no circumstances is the service provider allowed to ask about the nature of the person's disability.
The Accessible Customer Service Standard states that an animal is a service animal if it is readily identifiable that the animal is used by the person for reasons relating to his or her disability. If it is not readily apparent, the person may have a letter from a health care professional verifying that the animal is required for reasons relating to his or her disability, or an identification card from the Ministry of the Attorney General.
A person with a disability and their service animal can go to all areas that the public would normally be allowed to go. A kitchen where food is prepared is one of the few municipal environments for disallowing a service animal.
Customer Service Tips:
- Pay attention to the owner, not the service animal.
- Do not pet, feed or distract a guide dog or service animal from doing its job.
- Service animals should be fed only by the user/owner.
- The user/owner must be in full control of the service animal at all times.
- It is not appropriate to ask the nature of the disability of the service animal user.