The first accessibility standard focuses on customer service. By introducing policies addressing training and communication, the goal is to achieve respectful, barrier-free customer service in all Manitoba organizations (including businesses) that have at least one employee.

To meet the Customer Service Standard, organizations must:

  • meet the communication needs of customers, clients or members
  • allow assistive devices, such as wheelchairs, walkers and oxygen tanks
  • welcome support people, who are there to assist
  • welcome people with service animals
  • ensure accessibility is maintained as intended (ramps, wide aisles, removal of clutter)
  • let customers know when accessible features and services are not available
  • invite customers to provide feedback
  • train staff on accessible customer service, including reasonable accommodations under The Human Rights Code (Manitoba).
  • make public events accessible (large public sector organizations only)s

All public sector organizations and private sector organizations with more than 20 employees must document their customer service policy and provide notice that it is available on request.

There are different timelines for organizations to meet the standard.

  • The Manitoba Government had one year to comply: November 1, 2016
  • The public sector had two years to comply: November 1, 2017
  • Private, small municipalities and non-profit organizations must comply within three years: November 1, 2018

For example, see Manitoba Liquor and Lotteries Customer Service Policy (Appendix A)

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