Customer Service Standard Policy

Providing Goods and Services to People with Disabilities

The Ontario Chiropractic Association is committed to excellence in serving all customers including people with disabilities.

Assistive devices

We will ensure that our staffs are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.


We will communicate with people with disabilities in ways that take into account their disability.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, the Ontario Chiropractic Association will notify customers promptly. This clearly posted notice will include information about the reason for disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

Services/Facilities include:

Public education about chiropractic within Ontario, memberships, fees and educational materials.
The notice will be made publicly available at the OCA’s front reception area and front entrance.


The Ontario Chiropractic Association will provide accessible customer service training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the department of policies, plans, practices and procedures related to the provision of our goods and services.

Individuals in the following positions will be trained:

  • Any employee with direct contact with the public
  • Third parties and staff involved in creating these policies.

Staff will be trained on Accessible Customer Service within 2 weeks after being hired.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act 2005, and the requirements of the customer service standard.
  • The Ontario Chiropractic Association’s plan related to the customer service standard.
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person.
  • How to use the equipment or devices available on-site or otherwise that may help with providing goods or services to people with disabilities.
  • What to do if a person with a disability is having difficulty in accessing the Ontario Chiropractic Association’s goods and services.

Staff will also be trained when changes are made to our accessible customer service plan.


When requested, we will accommodate disabilities during recruitment and assessment processes and when people are hired. If needed, we will provide customized workplace emergency information to employees who have a disability. If using performance management, career development and redeployment processes, we will take into account the accessibility needs of employees with disabilities.

Feedback process

Customers who wish to provide feedback on the what the Ontario Chiropractic Association provides goods and services to people with disabilities can provide feedback in the following ways:

  • In person at front reception, or by asking to speak with a specific individual.
  • Through the website or by email.
  • The accessibility policy is available to all persons upon request.

All feedback, including complaints, will be handled in the following manner:

  • A direct response by a qualified staff member, either in person or by email.
  • Customers can expect to hear back within 2 business days

Notice of availability

The Ontario Chiropractic Association will notify the public that our documents related to accessible customer service, are available upon request by posting a notice in the following locations:

  • The OCA front reception area and the OCA website.

Modifications to this or other policies

Any policy, practice or procedure of the Ontario Chiropractic Association that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

For more information please contact the OCA:

Ontario Chiropractic Association
70 University Ave., Suite 201
Toronto ON M5J 2M4
Tel: 416-860-0070, or toll-free at 1-877-327-2273
Fax: 416-860-0857