Accessible Customer Service Standards
The first Standards to be enacted into law were the Accessibility Standards for Customer Service, Ontario Regulation 429/07 which explains the requirements for public sector organizations, volunteer and third parties who do business with public sector organizations and specific Boards and Commissions listed in the attached Schedules. Business and not-for-profit organizations must abide by the same requirements only at a later date, January 2012, unless they have fewer than 20 employees. Ontario Regulation 430/07 exempts organizations with fewer than 20 employees (not designated public sector organizations) from certain documentation requirements of the standards.
You must create a Customer Service Plan and Train Your Staff. This link is a guide to assist you to create your plan. You can also check here for valuable tools to train your staff.