Preface
This is the first edition of CSA Standard B480, Customer Service Standard for People with Disabilities.
The EnAbling Change Program of the Ontario Ministry of Citizenship funds strategic partnerships to improve accessibility for people with disabilities throughout an industry or a sector or across several sectors. This Standard has been developed in partnership with the Ministry to demonstrate to businesses and other organizations how they can provide effective and excellent customer service to people with disabilities. Although the Standard was developed for use in Ontario, it is applicable for use in all of Canada.
The objective of this Standard is to assist individuals and organizations in planning and implementing good service delivery for all customers, including those with disabilities. People with disabilities should be treated as individuals who happen to have a disability. They should not be characterized by their disability, but by their needs, expectations, and other attributes, and they should be treated with the same level of courtesy and attention as is given all other customers. Provincial and territorial human rights legislation and the Canadian Charter of Rights and Freedoms assert that every person has the right to equal treatment in respect to services, goods, and facilities without discrimination. (See Appendix A.)
The Standard includes core principles, service policy development and planning, guidance on training, resources on how to recognize and meet specific needs of people with disabilities, and a management process to lead towards continual improvement. In establishing such a program, all requirements in the Standard should be addressed, but the processes for doing so will vary from one organization to another.
This Standard has not been prepared for reference in law or regulation: the intent is for it to be used voluntarily by organizations to achieve inclusive customer service. In the future, a program may be developed to assess and register organizations that meet the requirements of the Standard.
This Standard was prepared by the Technical Committee on Disability Awareness, under the jurisdiction of the Strategic Steering Committee on Personal and Community Issues, and has been formally approved by the Technical Committee. The Standard is available in both official languages in standard and alternative formats (ie, large print, Braille, audio, and e-text).
Scope
1.1 Objectives
This Standard is for use by organizations that intend to provide people with disabilities with customer service that is equivalent to the quality of service provided to the population at large.
The objectives of this Standard are to assist individuals and organizations in planning and implementing good service delivery, verifying the service performance of the organization, and ensuring that the quality of service is continuously improved.
1.2 Application
1.2.1
The Standard sets out
(a) general requirements, including core principles and the overall framework of the Standard;
(b) requirements for the provision of customer service, including requirements for management leadership, provision of resources, service planning and delivery, and responsibilities of staff and associates;
(c) important considerations in understanding disabilities, and how to interact with and meet the needs of people with disabilities;
(d) a management system that can be implemented to monitor and improve customer service; and
(e) further references and resources (see Appendices A to G).
Note: See Clause 4.7.4 for suggested approaches to appropriate timing for implementing changes to existing facilities and practices.
1.2.2
The Standard applies to all service delivery modes and may include, and not be limited to, those
(a) in person, by telephone, or by electronic or mail correspondence;
(b) through an intermediary, intervenor, or third party; and
(c) by all personnel, whether professional, administrative, or full- or part-time.
1.3 Intended Users
This Standard is for use by those who are responsible for developing and bringing services to the public, which includes people with disabilities. It is applicable to large and small organizations, including public, commercial, and not-for-profit service providers.
Users of the Standard may include, but not be limited to, the following sectors:
(a) communications;
(b) education;
(c) entertainment, recreation, and community (theatres, sports facilities and stadiums, arenas, places of worship, food service, restaurants, etc);
(d) financial services (banks, insurance, etc);
(e) government;
(f) health care (hospitals, clinics, dentists, chiropractors, etc);
(g) retail (food, clothing, etc);
(h) property management (shopping malls, meeting rooms, libraries, etc);
(i) service agencies for people with disabilities;
(j) transportation and travel (air, rail, bus, taxi, travel agents, etc); and
(k) accommodation (hotels, motels, lodges, bed and breakfast premises, etc).
1.4 Limitations
1.4.1
This Standard does not apply to the physical features or characteristics of a built environment or a product, unless they include a service delivery component. Barrier-free requirements for the built environment are addressed in CSA Standard CAN/CSA-B651.
1.4.2
The requirements of this Standard do not reduce or substitute for regulatory or other requirements for safety and functional provisions of a product, service, or environment.
When establishing a management system for customer service for people with disabilities, organizations should be knowledgeable about legislation and regulations that affect the safety of their customers.
1.5 Terminology
Though use of this Standard is voluntary, it is written in prescriptive language. In this Standard, “shall” is used to express a requirement, ie, a provision that the user is obliged to satisfy in order to comply with the standard; “should” is used to express a recommendation or that which is advised but not required; and “may” is used to express an option or that which is permissible within the limits of the standard.
Notes accompanying clauses do not include requirements or alternative requirements; the purpose of a note accompanying a clause is to separate from the text explanatory or informative material. Notes to tables and figures are considered part of the table or figure and may be written as requirements. Legends to equations and figures are considered requirements.
