Accessible Customer Service Policy


CBIE strives at all times to provide goods and services in a way that respects the dignity, worth and right to equal treatment of all our clients and stakeholders, including customers with disabilities.

CBIE’s Accessible Customer Service Policy and procedures are designed to ensure the greatest independence, dignity, integration and equality of opportunity for clients with disabilities and are in accordance with the Accessibility for Ontarians with Disabilities Act (AODA), 2005. This policy guides our employees, volunteers and those representing CBIE, as they serve and interact with our clients and stakeholders.

Providing Goods and Services to People with Disabilities

CBIE is committed to excellence in serving diverse clients, including persons with disabilities.


CBIE is committed to communicating with people with disabilities in ways that take their disability into account.

Assistive Devices

All clients are welcome to use their own assistive devices on CBIE premises or at CBIE events.

Service Animals

Clients with a disability may enter CBIE premises or attend a CBIE event accompanied by a service animal. Service animals are permitted on all parts of the premises and event sites which are open to the public, as long as they remain under the control of the person requiring its service at all times, and their presence is not otherwise excluded by law.

In the event that an employee or other event participant is allergic to animals, alternative arrangements will be negotiated.

Support Persons

Clients with a disability may enter CBIE premises or participate at a CBIE event accompanied by a support person, in situations where it is necessary to protect the health and safety of the person with a disability, or the health and safety of others on our premises or attending our events.

Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person.

Disruption of Service

CBIE will make reasonable effort to provide customers with notice in the event of a planned or unexpected disruption to services or facilities usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. Adequate notice may not be possible in case of an emergency disruption.

A notice will be displayed at the front door of every office floor occupied by CBIE and will appear on CBIE’s website.

Employee Training

CBIE will ensure that all persons to whom this policy applies receive training as required by the Accessibility Standards for Customer Service.

A record of training received by employees and volunteers will be maintained by CBIE Human Resources. Revised training will be provided in the event of changes to legislation, procedures and/or practices.

Training will include:

  • The purpose of the Accessibility for Ontarians with Disabilities Act (AODA), 2005
  • The requirements of the Accessibility Standards for Customer Service (Ontario Regulation 429/08)
  • CBIE policies, procedures and guidelines pertaining to its services for people with various types of disabilities
  • Standards for interacting and communicating with people with various types of disabilities
  • What to do if a person with a disability is having difficulty in accessing CBIE services or resources
  • How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or a support person.

Feedback Process and Questions

CBIE welcomes feedback, including comments and questions about the delivery of our services to persons with disabilities, and how we can continue to improve the accessibility of our services. Feedback can be provided in person, by telephone or in writing, electronically or otherwise, to the address below and will be directed to CBIE Human Resources for response.

CBIE – Human Resources
220 Laurier Avenue West, Suite 1550
Ottawa, ON K1P 5Z9

Telephone: 613-237-4820