Customer Service Accessibility Standard (PDF version) (Word version)
Introducing Manitoba’s Accessibility Standard for Customer Service (PDF version) (Word version)

FAQ's about the Customer Service Standard

Employers' Handbook on Accessible Customer Service

Tips for Employees on Accessible Customer Service

The Customer Service Accessibility Standard focuses on policy, training and good communication practices to provide barrier-free customer service.  By addressing attitudes, knowledge and basic practices, the goal is to achieve barrier-free customer service in the public and private sectors.

The first standard under The Accessibility for Manitobans Act requires all Manitoba organizations with one or more employees to establish and implement measures, policies and practices that:

  • identify barriers to accessible customer service in relation to the goods and services it provides
  • seek to remove existing barriers so that persons with disabilities can reasonably obtain, use or benefit from the goods or services the organization provides
  • if an existing barrier cannot be removed, seek to ensure that persons with disabilities are provided access to the goods or services by alternate means
  • ensure that a fee or charge that relates to accommodating a person with a disability is only imposed if the organization cannot reasonably accommodate the person otherwise

There are different timelines for organizations to meet the standard.

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