Accessible Customer Service Policy 

Board of Governors Approved May 5, 2018 



Details the standards Scouts Canada’s employees, volunteers, agents, contractors, and other third parties must follow for programs, activities, goods, and services, to comply with provincial accessible customer service standards. 


Our Commitment 

Our accessible customer service policy uses the Ontario legislation as its benchmark for accessible customer service, as it is the strictest standard. We are committed to helping our Groups, Areas, and Councils meet these standards. 


Our Policy 

  1. We are required to meet the requirements of Ontario Accessibility Standards for Customer Service. 
  1. We will make every reasonable effort to ensure that our policies, practices, and procedures are consistent with the principles of independence, integration, and equal opportunity. 
  1. When accessing programs, goods, or services that we provide, persons with disabilities may use their own assistive devices as required. 
  1. A customer with a disability who is accompanied by a guide dog, service animal, or service dog will be allowed access to premises that are open to the public, unless otherwise excluded by law. No-pet policies do not apply to guide dogs, service animals, and/or service dogs. 
  1. If a customer with a disability is accompanied by a support person, we will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person. 
  1. Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Scouts Canada. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use Scouts Canada’s programs, goods, or services, reasonable efforts will be made to provide advance notice. In some circumstances, such as unplanned temporary disruptions, advance notice may not be possible. 
  1. We shall give customers the opportunity to provide feedback about the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be made available on Scouts Canada’s website, Feedback forms and alternate methods of providing feedback—such as verbally (in person or by telephone) or written (handwritten, delivered, website, or email)—are available on request. 
  1. We shall provide training to all employees, volunteers, agents, and/or contractors who deal with members and the public, or other third parties that act on behalf of Scouts Canada. These include salespersons, drivers, vendors, event operators, call-centre and third-party marketing agents, and those who are involved in the development and approval of customer service policies, practices, and procedures. 
  1. Scouts Canada will notify customers that the documents related to the Accessibility Standards for Customer Service are available on request and in a format that takes into account the member’s or customer’s disability. We will give notification by posting the information in a conspicuous place owned and operated by Scouts Canada such as Scouts Canada’s website and/or any other reasonable method 

Related Policies & Standards 


Related Procedures 




Effective Date  

March 2, 2019