The first accessibility standard focuses on customer service. By introducing policies addressing training and communication, the goal is to achieve respectful, barrier-free customer service in all Manitoba organizations (including businesses) that have at least one employee.

To fulfill the Accessibility Standard in Customer Service, organizations must:

  • address physical barriers that prevent customers from receiving service
  • meet the communication needs of clients
  • allow service animals
  • allow assistive devices, such as wheelchairs, walkers and oxygen tanks
  • let customers know the accessibility policies and procedures
  • let customers know when accessible services are not available
  • invite customers to provide feedback
  • train staff on accessible customer service, including reasonable accommodations under The Human Rights Code (Manitoba).

There are different timelines for organizations to meet the standard.

  • The Manitoba Government had one year to comply: November 1, 2016
  • The public sector had two years to comply: November 1, 2017
  • Private, small municipalities and non-profit organizations must comply within three years: November 1, 2018

All public sector organizations and private sector organizations with more than 20 employees must document their customer service policy and provide notice that it is available on request.

For example, see Manitoba Liquor and Lotteries Customer Service Policy (Appendix A)

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