Accessible service policy

How it works

1. 1 Tell it how many people you employ, what your place is like and how people reach you. The ramp shows which of Ontario's customer service rules apply at your size, with landings at 1, 20 and 50 employees.
2. 2 Get the whole kit, worded from your answers: the policy in standard and large print, a statement for your website, a notice for when the ramp or washroom is out, a pocket card and practice moments for staff, a training log, and a feedback sign and form.
3. 3 “Before it goes up” catches what's missing. Print, copy or save each piece, and put the review date and any report deadline in your calendar. Change an answer and every piece follows.

Free, with no account. Everything happens on this page: nothing you type is sent to us, and the names in the training log are never sent to us, put in a link or kept in this browser. Remember keeps only the setup, on this device.

Good to know

Who has to have one?

In Ontario, any business that serves the public and has at least one employee is covered by the Customer Service Standard (verify). That means a policy on serving people with disabilities, staff training, notices when something people rely on is out, a way to give feedback, and accessible formats on request. Writing the policy down and telling the public it's available is required from 50 employees (verify), and a good idea at any size: it's what you hand someone who asks.

Who counts as an employee?

Count everyone you employ in Ontario: full-time, part-time and seasonal (verify). The count decides which rules apply, so update it when the team grows. The ramp moves with it.

Can a service animal come into a café?

Yes. Ontario's food premises rules let service animals in wherever food is served or sold, and keep them out of the kitchen and other places food is prepared (verify). If it isn't clear the animal is a service animal, the rules let you ask for a note from one of the regulated health professionals they list (verify). Tick “We serve or sell food” and the policy and staff card say it for you.

What about a support person?

Welcome them. If you charge admission or for a class, post ahead of time what a support person pays. You can require a support person only in narrow cases, for someone's health or safety, after talking with them, and then you waive their fee (verify).

Is a compliance report due?

Businesses with 20 or more employees in Ontario file an accessibility compliance report online. The next one is due December 31, 2026, then every three years (verify). From 20 employees the ramp counts down to it and can add it to your calendar. Keeping a record of who was trained is required from 20 too (verify).

What does my website need?

From 50 employees, a public website has to meet WCAG 2.0 Level AA, except live captions and pre-recorded audio descriptions (verify). The statement here tells people about your place, which helps at any size, but it doesn't check the website's own code. That's a separate job for whoever built it.

Where does the training log go?

Onto your computer. Save it as a spreadsheet file, and open it here next time to add people. It's never sent to us and never kept in this browser, so if you close the page without saving, the names are gone. The page warns you before you leave.

Is anything sent or stored?

No. The policy and every piece of wording stay in this tab, and printing goes straight from your browser to your printer. Remember keeps only your setup in this browser, and you can untick it to forget.

Is this legal advice?

No. It's plain wording for the customer service rules, with checks for common gaps. Ontario's accessibility standards have other parts, like employment and information, that may apply to you too. If you're not sure, check Ontario's guide or ask a lawyer.

From Ontario: the customer service guide, the regulation and the food premises rules. Guidance, not legal advice.