Accessibility for Ontarians With Disabilities Act, 2005, Part I: Is Your Business Subject to the Laws Customer Service Standards? The Answer May Surprise You.

A misconception exists that the Accessibility Standards for Customer Service (usually referred to as the “customer service standards”) under Ontario’s Accessibility for Ontarians with Disabilities Act, 2005 apply only to businesses that provide goods and services directly to individual members of the public, such as restaurants, retail stores, hotels, and theatres. All too often, businesses mistakenly believe that they are not covered by the customer service standards because they “don’t offer to the public” or they only operate on a “business to business” (B2B) basis.