Generally, people with disabilities who are accompanied by service animals must
be permitted to enter a business premises and keep the animal with them.
Support persons must also be permitted to enter a business premises and
accompany the person with a disability. The Standard defines the terms “guide
dog”, “service animal” and “support person” for the purposes of this provision.
Service animals do not need to be certified. An animal is a service animal if it is
readily apparent that a person with a disability is using the animal for reasons
related to his/her disability.^18
If there are temporary disruptions in facilities or services that people with
disabilities generally use, the organization or individual must give notice of the
disruption to the public.^19
Organizations must ensure that training is provided to their staff who deal with
the public or third parties on their behalf and their staff who develop policies
regarding the delivering of goods and services. This training must include a
review of the AODA and accompanying regulations, how to interact with people
with various kinds of disabilities and what to do if a person with a disability is
having difficulty accessing goods and services. Designated public sector
organizations and private organizations with 20 or more employees must
document these trainings.^20
Organizations and individuals must establish a process for receiving and
responding to feedback about the manner in which they provide services to
people with disabilities. This process must specify what actions will be taken if a
complaint is received. Again, designated public sector organizations and private
organizations with 20 or more employees must document this process and
provide a copy upon request.^21
(^18) Ibid at s 4.
(^19) Ibid at s 5.
(^20) Ibid at s 6.
(^21) Ibid at s 7.