Accessibility Standards for Customer Service

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) was passed by the Ontario legislature with the goal of creating standards to improve accessibility across the province. One of the specific standards that has been developed, and made law, is the Accessible Customer Service Standard. The purpose of this Customer Service Standards Policy is to fulfill the requirements set out in regulation 429/07 to establish a policy for governing the provision of its goods or services to persons with that are afflicted with a disability (as defined under the Ontario Human Rights Code).

This policy shall apply to every team member who deals with members of the public, our Team Leaders and other third parties who may act on behalf of Wilson’s Business Solutions (“Wilson’s”)

Wilsons’ team leaders and team members shall use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles;


Customer Correspondence and Feedback
Wilson’s shall, upon request by any individual, supply a copy of this guideline required under the Ontario Regulation 429/07 – Accessibility Standards for Customer Service.

To assist Wilson’s in ensuring that the delivery of goods and service to those with disabilities is provided in an effective and timely manner, the customer is invited to provide their feedback in writing through any of the following methods:

By mail: Attention: General Manager, Box 3005, Dryden, ON
By fax: (807) 223-3320
By e-mail:

We will endeavor to respond to feedback received within 5 business days.

Service Animals and Support Persons


Service Disruption – Notice


Training Requirements
Every person who deals with the public on behalf of Wilsons, including team members and team leaders must complete training in relation to this Policy as outlined in Appendix A.

The training in this policy and in Appendix A will include:


Training for newly hired team members will occur within the first month of hiring. As changes are made to our Accessibility Standards for Customer Service, these changes will be reflected in this guideline and Team Members will be trained accordingly.

Training records shall be kept, including the dates when the training is provided and the number of individuals to whom the training was provided.

Replaces guideline: HS-8 dated January 1, 2012
Effective date: June 14, 2019