Customer Service Accessibility Policy

Purpose and Application

Under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), all public and private organizations in Ontario must comply with accessibility standards established by regulation. The goal of the AODA is to achieve accessibility for Ontarians with disabilities by 2025.

This policy establishes accessibility standards for customer service for the College of Medical Radiation Technologists of Ontario (CMRTO), in accordance with Ontario Regulation 429/07. This policy applies to all employees, agents, volunteers, contract staff, Council members, Committee members, and others who deal with members of the public on behalf of the CMRTO.

Policy Statement

The CMRTO will provide services in a manner that respects the dignity and independence of all persons with disabilities. The provision of services to persons with disabilities will be integrated, unless an alternate measure is necessary to achieve accessibility. Persons with disabilities will be given an opportunity equal to that given to others, to obtain, use and benefit from the services provided by and on behalf of the CMRTO.

Commitment Statement re: Accessible Customer Service

The College of Medical Radiation Technologists of Ontario (CMRTO) is committed to providing its services in a welcoming and accessible environment that respects the dignity, independence, integration and equal opportunity of people with disabilities.


The CMRTO will communicate with persons with disabilities in ways that take into account their disability.

Assistive devices

The CMRTO is committed to providing services to people with disabilities who use their own personal assistive devices such as listening devices, wheelchairs, canes, and walkers. Staff will be provided with training on how to assist people who use assistive devices.

Service animals

CMRTO welcomes people with disabilities who are accompanied by guide dogs or other service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support persons

A person with a disability who is accompanied by a support person will be permitted to have that person accompany them on our premises.

Training for Staff

The CMRTO will provide training to all employees, agents, volunteers, contract staff, Council members, Committee members and others who deal with members of the public on behalf of the CMRTO. The CMRTO will also provide the same training to every person who participates in developing its policies, practices and procedures governing the provision of services to members of the public. Training for new staff will be incorporated in their orientation.

For further details of when AODA training will be provided to all others, please contact the Registrar to request a copy of the CMRTO’s AODA Training Curriculum.

Training will be provided on an ongoing basis when there are updates to the legislation, and when changes are made to the CMRTO accessible customer service plan and policies. A record of this training will be kept. This record will include the dates on which training was provided, the type of training provided, and the names and number of individuals who attended the training. The CMRTO’s training will be based on the training resource produced by the Ministry of Economic Development, Trade & Employment entitled: “Accessibility Standard for Customer Service: training resource”. This resource may be found at:

Training will include:

  • An overview of the purposes of the AODA and the requirements of the customer service standard
  • Instruction about how to interact and communicate with persons with various types of disabilities
  • Instruction about how to interact with persons with disabilities who use an assistive device or require the assistance of a guide dog, other service animal or a support person
  • Instruction about how to use any assistive devices available on the CMRTO’s premises
  • Instruction about what to do if a person with a particular type of disability is having difficulty accessing the CMRTO’s services
  • Distribution and posting of the CMRTO’s policies, practices and procedures relating to the customer service standard

Notice of temporary disruption (Appendix A)

In the event of a planned or unexpected temporary disruption to particular services or facilities for persons with disabilities, the CMRTO will promptly notify them. Its notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. Notice will be posted at the main entrance of the CMRTO’s head office located at, 375 University Avenue, Suite 300, Toronto ON and may be also be displayed at the location of the disruption, at its reception desk, on its website, in a mailing, or via another reasonable method.

Feedback process (Appendix B)

Questions or feedback about the manner in which the CMRTO provides services and programs to people with disabilities, or about this policy generally, can be made by contacting the CMRTO either in person or via mail, email, diskette or other electronic storage device, phone or fax. The CMRTO will address any accessibility concerns in a timely manner, and as per the process set out in Appendix B.

Definitions (Appendix C)

Appendix A: 

Notice of Temporary Disruption to Services or Facilities

The estimated length of the temporary disruption is from


The following services and/or facilities are currently unavailable:

                                          due to                                             

                                          due to                                                                          

The following alternative services and/or facilities are available:


Thank you for your patience in this matter.

For questions or additional information please contact:






Appendix B:

CMRTO Customer Feedback Form

We welcome your feedback on the services we provide. Please provide your comments below:

Please provide information about how we may reply to your feedback:

E-mail address: ________________________________________________

Telephone: ____________________________________________________

Fax: _________________________________________________________

Address: ______________________________________________________

Preferred method of communication:   ________________________________________


Feedback received by:

Please contact us with any further information:

By Telephone:

Telephone  416.975.4353

Toll Free  1.800.563.5847

Fax            416.975.4355

By Mail:   

College of Medical Radiation Technologists of Ontario 375 University Avenue, Suite 300Toronto, Ontario, Canada M5G 2J5

By Email:

This feedback is collected under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Feedback is responded to by using the following process: The CMRTO’s Registrar will respond to concerns regarding access to CMRTO’s services and programs by people with disabilities in a timely manner, as per the method of communication identified above.

Thank you for taking the time to provide us with feedback on our services.

Appendix C:


Accessible, in relation to customer service, means being easily understood or appreciated; easy to get at; capable of being reached, or entered; or obtainable.

Assistive Device means any device or mechanism that assists a person with a disability in obtaining, using, accessing or benefiting from services provided. Assistive devices may include, but are not limited to American Sign Language (ASL) interpretation, wheelchairs, walkers, canes, assistive listening devices, visual alarms, or assistive software programs.

Disability means:

a) Any degree of physical infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal, or on a wheelchair or other remedial appliance or device, 

b) A condition of mental impairment or a developmental disability,

c) A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,

d) A mental disorder,

e) An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Guide Dog means a dog trained as a guide for a blind person and having the qualifications prescribed by the regulations made under the Blind Persons’ Rights Act R.S.O. 1990, c. B.7, s. 1 (1).

Service animal means an animal that provides assistance for a person with a disability. It may be readily apparent that the animal is used by the person for reasons relating to his or her disability; or a person may be asked to provide a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Support Person is, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services.

A support person could be a paid personal support worker, a volunteer, a friend, a family member or other caregiver. He or she does not necessarily need to have special training or qualifications.