Here are some of the terms used in the Accessible Standards for Customer Service and their definitions.

Alternate formats

Other ways of publishing information beyond traditional printing. Here are some examples:

• audio format such as cassettes or digital audio format
• Braille used by some people who are blind or deaf-blind
• videos that may be helpful to people with certain learning disabilities
• easy-to-read, simplified summaries of materials for people with developmental or intellectual disabilities.

Assistive device

A tool, technology or other mechanism that helps a person with a disability:

• do everyday tasks and activities such as moving, communicating or lifting
• maintain their independence at home, at work and in the community.

Assistive devices help people with a variety of disabilities. Here are some examples:

For people who have vision loss

• magnifier - makes print and images larger and easier to read
• white cane - helps people find their way around obstacles

For people who are Deaf, deafened, oral deaf, hard of hearing

• hearing aid - makes sound louder and clearer
• teletypewriter (TTY) - helps people who are unable to speak or hear to communicate by phone

For people who have physical disabilities

• mobility device (e.g., a wheelchair, scooter, walker, cane, crutches) - helps people who have difficulty walking

For people who have learning disabilities

• electronic notebook or laptop computer - used to take notes and to communicate

For people who have intellectual/developmental disabilities

• communication boards (e.g., a Bliss board) - used to pass on a message by pointing to symbols, words or pictures

Barrier

Anything that keeps someone with a disability from fully participating in all aspects of society because of their disability. Barriers can be visible and invisible. They can be:

• architectural
• physical
• communication
• attitudinal
• technological
• organizational.

Disability

The Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code defines "disability" in the same way.

Disability means:

1. 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 coordination, 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
2. a condition of mental impairment or a developmental disability
3. a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language
4. a mental disorder, or
5. an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Provider of goods or services

A business or organization that:

• provide goods or services to the public or other third parties, and
• has at least one employee in Ontario.

In addition to the public sector organizations designated under the standard, providers of goods or services are:

• stores, restaurants, hotels, bars and hair salons
• garages, service stations, home renovators, architects and builders
• travel agencies, tour operators, amusement parks, farmers' markets and travelling fairs
• manufacturers and wholesalers
• professionals, such as doctors, dentists, chiropractors, physiotherapists, lawyers, and accountants, whether services are offered to individuals or to businesses
• consultants, programmers, engineers and event planners
• charities and non-profit organizations
• theatres, stadiums and conference centres
• places of worship, such as churches, synagogues, mosques and temples, and
• unions and professional associations.

Public sector provider

The customer service standard defines a public sector provider as:

• the Legislative Assembly and those appointed on the address of the Assembly
• provincial ministries
• all Ontario municipalities
• organizations listed in Schedules 1 and 2 of the customer service standard:
• Schedule 1 organizations are boards, commissions, authorities and agencies of the Government of Ontario, and
• Schedule 2 are broader public sector organizations, such as school boards, colleges, universities, hospitals and public transportation organizations.

Service animal

An animal - usually a dog - that is trained to help a person with a disability. Service animals help people:

• with autism or other developmental/intellectual disabilities
• with vision loss
• who are Deaf, oral deaf, deafened or hard of hearing
• with mental health disabilities
• with physical disabilities
• who have epilepsy or other seizure disorders.

Service animals are also called guide dogs or dog guides.

Support person

Someone who accompanies a person with a disability to help them with communication, mobility, personal care or medical needs or to access goods or services.

Third party

Business and organizations that provide goods and services to the public through a third party instead of directly. An example is an organization hired by other businesses to design and build new residential subdivisions.

 

Learn More Visit the Government of Ontario e-Laws website to read the text of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.