Customers with Invisible Disabilities

Under the Customer Service Standards of the AODA, service providers must make their goods, services, and facilities accessible to customers with disabilities. The term “disability” often brings to mind visible disabilities. In other words, providers can tell that a customer has a disability if they use an assistive device or a service animal. However, many people with disabilities do not use assistive devices or service animals. Instead, their disabilities are invisible. Nonetheless, providers must offer accessible service to customers with invisible disabilities. In this article, we describe some invisible disabilities and outline how providers must serve customers who have them.