Our commitment to accessibility
The College is committed to treating people with disabilities with respect and
providing appropriate service.
We’ve implemented several measures to align with the
Accessibility for Ontarians with Disabilities Act
(AODA), developed to make the province barrier-free by 2025. By preventing and
removing barriers to accessibility, the College complies with AODA
requirements. Employees endeavour to engage with College members, fellow
employees and the public in a manner that acknowledges the nature of an
individual’s disability and respects a person’s desire for independence,
dignity, and equal opportunity.
As a first step, the College implemented a
Customer Service Policy
in 2012 in accordance with the AODA customer service accessibility standards.
In 2014, the College established a Multi-Year Accessibility Plan to meet
in information and communications, employment, and public spaces. The Plan is
reviewed every five years.
Request for accessible formats and feedback
As of January 1, 2015, the College took several steps to ensure that processes
for receiving and responding to feedback are accessible to people with
disabilities upon request, including TTY telephone access, screen readers and
accessible formats on computers at the College's welcome centre.
We welcome your feedback. If you would like to receive documents in alternate
format or for more information about the College’s policy, its multi-year plan
or to provide feedback about the College’s services for persons with
disabilities, contact Client Services at 416-961-8800, toll-free in Ontario at
1-888-534-2222, by TTY at 416-961-6331 or by email at
Frequently Asked Questions
What is the Accessibility for Ontarians with Disabilities Act (AODA)?
AODA aims to make Ontario barrier-free by developing accessibility standards
in five areas: customer service, employment, information and communications,
transportation and built environment. One in seven people in Ontario have a
disability, and over the next 20 years, that number is expected to rise to one
To improve accessibility for all Ontarians, businesses with at least one
employee had to comply with the first accessibility standard — customer
service — by January 1, 2012.
What does accessible customer service mean?
There are different types of disabilities, some visible, some invisible. The
customer service accessibility standards were designed to remove barriers
faced by those with vision, hearing, mental health, learning, physical,
intellectual, speech or language disabilities.
Offering accessible customer service is not just about making physical changes
to a building. It is about understanding that customers with disabilities may
have different needs. Helping someone with a disability may be as simple as
asking, “How can I help?”
Does the College have a policy relating to accessible customer service?
Yes. The College met the expectations for AODA regulation compliance ahead of
the January 1, 2012 deadline. The policy outlines the College’s commitment to
the Act and highlights the specific measures we are implementing.
What does this mean for the Ontario College of Teachers?
The College has always aimed to provide accessible customer service and will
continue to implement new measures. Under the College’s customer service
policy, employees are expected to deliver service that acknowledges the nature
of an individual’s disability and respects their desire for independence,
dignity and equal opportunity.
Currently, the College communicates with its clients with disabilities in a
variety of ways. For example, the College receives and responds to enquiries
from members and the public in person, on the telephone, using TTY services
and by email.
Striving to provide excellent customer service, the College:
helps persons with disabilities fill out College forms over the phone or
installs screen reader software on computers in its public areas to serve
individuals who are visually impaired
updates the College’s website continually to include copies of College
documents that can be read by using screen reader software, including our
customer service policy.
brings in a support person, such as a sign language interpreter, or
welcomes the use of service animals to assist during College-sponsored
events or activities when requested
invites feedback on the College website so that individuals can comment or
give suggestions about the College’s service to persons with disabilities.
Do College employees receive customer service accessibility training?
Yes. The College recognizes that barriers, like disabilities, can be
invisible. The College is educating staff about different kinds of
disabilities and how to offer help that is appropriate and respectful.
Customer service accessibility training is provided for all College staff and
includes comprehensive training for employees who interact with College
members and the public regularly. This includes:
how to interact and communicate with people with various types of
how to interact with people with disabilities who use an assistive device
or require a guide dog, other service animal or the assistance of a support
how to use equipment or devices available on the College’s premises or
otherwise provided by the College that may help provide goods and services
to a person with a disability
what to do if a person with a particular type of disability is having
difficulty accessing the College’s goods or services
how to provide notices about any temporary disruptions in services through
outgoing TTY message, on the College’s telephone greeting or by email.
Does the College have a multi-year accessibility plan?
Yes. The College’s multi-year accessibility plan outlines the related policies
and actions the College has or will have in place to ensure specific
accessibility standards for information and communication, employment and
public spaces within a specific timeframe.
The College reviews this multi-year plan on a five-year cycle to ensure its
How can I learn more about the Accessibility for Ontarians with Disabilities
Act or the College’s policy?
For more information about the College’s policy, its multi-year plan or to
provide feedback about the College’s services for persons with disabilities,
contact Client Services at 416-961-8800, toll-free in Ontario at
1-888-534-2222, by TTY at 416-961-6331 or by email at email@example.com.
You can visit the Ontario government website further information about the Act.