Accessible Customer Service

The Ontario College of Trades (the College) is committed to improving accessibility and removing barriers for people with disabilities.

Accessible Customer Service is achieved through the training of our staff and the development of policies, practices and procedures promoting accessibility and ensuring the needs of those with disabilities are met.

The College is committed to giving people with disabilities equal opportunity to access our services and allowing them to benefit from the same services with the same standard of quality and timeliness as others.

We will achieve this through:


  • The College will communicate with people with disabilities in ways that take into account their disability.
  • The College will communicate with clients by teletypewriter (TTY) 3rd party services if telephone communication is not suitable to the communication needs of the client or is not available.  The Client Services Department will connect to a service provider who will relay messages from clients received by TTY to other parts of the organization.
  • The College will provide our Accessible Customer Service policy in hard copy, soft copy, or large print, upon request.
  • The College will provide brochures, public policies, manuals and other public information by email, if required.  Questions about the content of written materials can be answered by telephone.
  • If any of the above formats are not sufficient to accommodate a client’s disability, the College will communicate with the client in a timely fashion to work toward an acceptable accommodation.
  • If any College documents provided are not sufficient to accommodate a client’s disability, the College services are available by telephone or in person.


Staff Training will include:

  • An overview of the Access for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • How to 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 assistive technology (such as a relay service) available on site or otherwise that may help with providing services to people with disabilities (for those in the Client Services Department).
  • What to do if a person with a disability is having difficulty accessing College services.


Click here to view our Multi-Year Accessibility Plan.

In the event of an unexpected disruption to services offered by the College, efforts shall be made to post notice at the location of the service, as well as on our website, in a reasonable time frame. All known information pertaining to the disruption shall be included in the notice, such as reason for disruption, duration, etc.

The College welcomes comments or complaints regarding the accessibility of our services.  Clients who are unhappy with our services with respect to accessibility or would like a detailed copy of our Accessible Customer Service policy are encouraged to email us at