Accessible Customer Service Procedure


(1.1) CSA Group is committed to providing accessible customer service to people with disabilities. This procedure aims to ensure that people with disabilities are provided equal opportunity to obtain, use and benefit from CSA Group’s goods and services.

(2.0) SCOPE

(2.1) This procedure applies to all CSA Group personnel.


(3.1) The EVP, Chief Legal, Ethics & Compliance Officer will be responsible for the review of this procedure.


(4.1) This procedure is subordinate to CSA Group’s Accessibility Policy Statement


(5.1) A technical aid, communication device, or medical aid modified or customized, that is used to increase, maintain, or improve the functional abilities of people with disabilities.

(5.2) any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device, a condition of mental impairment or a developmental disability, a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language, a mental disorder, or an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act.

(5.3) an animal is a service animal for a person with a disability if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

(5.4) a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services

(6.0) Guidelines

The Use of Support Persons, Assistive Devices or Service Animals

(6.1) Persons with disabilities are permitted to be accompanied by their support person in areas/premises that are open to the public, when accessing goods and services provided by CSA Group.

(6.2) CSA Group will ensure that its staff is familiar with various assistive devices that may be used by customers with disabilities while accessing CSA Group’s goods or services.

(6.3) Persons with disabilities are permitted to be accompanied by their service animal and keep that animal with them in areas/premises that are open to the public, when accessing goods and services provided by CSA Group.

(6.4) It is the responsibility of the person using the service animal to ensure that the service animal is kept in control at all times.

Training for Staff

(6.5) CSA Group has developed a training that will be provided to all employees as part of their onboarding process and to third parties’ before rendering services to Ontarians on CSA Group behalf.

(6.6) The training will be provided on an ongoing basis as changes occur to CSA Group policies, procedures and practices governing the provision of goods or services to people with disabilities.

(6.7) The training will cover the accessibility requirements under the Customer Service Standard, including:

  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • How to use the equipment or assistive devices available at CSA Group
  • What to do if a person with a disability is having difficulty accessing CSA Group’s goods and services

(6.8) CSA Group will keep records of the training provided.

Notice of Temporary Disruption

(6.9) In the event of a planned or unexpected disruption to services or facilities for customers with disabilities CSA Group will provide notice detailing the reasons for service disruption and the anticipated duration for the disruption. If any alternative services are available, CSA Group will advise its customers of them in a timely manner.

(6.10) The notice may be given by posting the information in a conspicuous place on CSA Group’s premises, or posted on the website or by such other method as is reasonable under the circumstances.

Feedback Process

(6.11) CSA Group shall create and maintain a feedback process so that members of the public are able to comment on the provision of goods and services to people with disabilities.

(6.12) The feedback process allows for comments in person, by telephone, in writing or by email,or other reasonable method. Customers who wish to provide feedback may do so by accessing CSA Group’s website for contact information. All feedback received will be reviewed and appropriate actions taken if deemed necessary. A response will be provided within 5 business days in a format that takes into account the person’s disability.

Availability of Documents

(6.13) Documents pertaining to CSA Group’s accessibility policies and procedures will be publicly available and, upon request, in an accessible format.

(6.14) When providing a document to a person with a disability, CSA Group will provide the document or the information contained in the document, in a format that takes into account the person’s disability.

(7.0) Relevant or Reference Documents