Policies & Standards

Multi-year accessibility plan (2010)

Integrated Accessibility Standards Regulation (IASR)


TVO is committed to providing accessible customer service to all of its customers. The objective of this policy is to meet the requirements in accordance with the Accessibility Standards for Customer Service (Ontario Regulation 429/07).


Under the Accessibility for Ontarians with Disabilities Act, 2005 all public and private sector organizations must meet the requirements of accessibility standards established by regulation. This policy establishes the Integrated Accessibility Standards Regulation in the areas of Employment, Information and Communications and Transportation for TVO in accordance with Ontario Regulation 191/11.


Customer Service Standards - Legislated Date: 2010

  • Create policies governing the provision of goods, services or facilities, to persons with disabilities in keeping with legislation
  • Create document describing policies governing the provision of goods, services or facilities, to persons with disabilities, make known that such a document is available, and provide a copy to any person, upon request
  • Provide notice of temporary service disruptions to the public, including the reason for the disruption, its anticipated duration, and description of alternate services if available.
  • Create a document setting out the steps to be taken during a temporary disruption, make known that such a document is available, and provide a copy to any person, upon request
  • Provide training on providing services to persons with disabilities to all employees & volunteers, policy developers, and those providing goods or services on behalf of organization.
  • Keep records of training provided, including the dates on which training is provided, and the number of individuals to whom it is provided.
  • Create a document describing the customer service accessibility training, make known that such a document is available, and provide a copy to any person, upon request
  • Create a document describing the feedback process regarding the provision of services to persons with disabilities, make known that such a document is available, and provide a copy to any person, upon request
  • Provide a copy of a document, or the information contained in the document, in an accessible format or with communication support, in collaboration with the person making the request in determining suitable formats and supports, in a timely manner that takes into account the person’s accessibility needs due to disability, at a cost that is no more than the regular cost charged to other persons, upon request
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