Accessible Customer Service Standard Regulation

The Accessible Customer Service Standard Regulation addresses practices and training to provide better customer service to people with disabilities.

The Accessible Customer Service Standard was the first regulated standard under The Accessibility for Manitobans Act. Under this standard, all Manitoba organizations with at least one employee, including businesses, must create policies and procedures that help achieve respectful, barrier-free customer service.

The General Requirements of the Accessible Customer Service Standard include:

• meeting the communication needs of customers, clients or members
• accommodating the use of assistive devices, such as wheelchairs, walkers, oxygen tanks and communication devices
• welcoming customers with support persons, who are there to help
• welcoming customers with service animals
• maintaining accessibility features, such as automatic doors, ramps or elevators, so they can be used as intended
• letting the public know when and why an accessibility feature is unavailable
• inviting customers to give feedback about the accessibility of goods and services
• training staff and volunteers on accessible customer service, including reasonable accommodations under The Human Rights Code (Manitoba).

Public sector organizations (excluding small municipalities) must ensure that reasonable measures are taken to make public events accessible, including meetings, hearings and consultations.

Read the Full Accessible Customer Service Standard Regulation

Legal disclaimer: The above information is not legal advice. It aims to assist organizations to meet the requirements under Manitoba’s Accessible Customer Service Standard. The information provided does not replace the content of the Accessible Customer Service Standard Regulation or The Accessibility for Manitobans Act. If there is any conflict between this resource and the regulation or the act, the latter two shall prevail.