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Accessible Customer Service Policy and Plan

Our Commitment

The Conference Board of Canada is committed to providing services in a manner which respects the dignity and independence of all persons, including people with disabilities.

We are committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

Assistive Devices

The Conference Board is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

We will also ensure that staff know how to use assistive devices available on our premises for customers.


The Conference Board will communicate with people with disabilities with sensitivity and in ways that take into account their disability.

Service Animals

The Conference Board will welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public. In the event that a service animal is prohibited by law from the premises, we will ensure that other measures are available to enable the person with a disability to obtain, use or benefit from our services. It is the responsibility of the person using the service animal to ensure that the service animal is kept in control at all times.

Support Persons

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

Fees will not be charged for support persons for permission to access the Conference Board’s premises, or other premises where we are holding functions or controlling access to the space.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, the Board will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

The notice will be placed at all public entrances and at the reception desk on our premises. In appropriate circumstances the notice will also be posted on our website. It is recognized that the ability to provide appropriate notice of a disruption may be limited in cases of an emergency that caused the temporary disruption.

Training for Staff

The Conference Board will provide training to every person who deals with members of the public (or other third parties) and every person who participates in developing our policies, practices and procedures.

All employees will receive training during their period of orientation as new hires. Ongoing training will be provided as required if there are modifications to this Policy / Plan, if new barriers or potential barriers are identified or to refresh employees’ general awareness and sensitivity to the issues of accessibility.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • The Conference Board’s Accessible Customer Service Policy and Plan.
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • How to use the TTY telephone services, or the location of the elevator
  • What to do if a person with a disability is having difficulty in accessing the Conference Board’s goods and services

Records of the training provided will be maintained by HR, including a record of the dates of training sessions and the names of participants.

Feedback Process

The Conference Board welcomes feedback about the delivery of our services to people with disabilities. Feedback can be made in person, by telephone, in writing or by email. All feedback will be directed to Maureen Bernabo, Director, Talent Management.

We will investigate and respond to all such feedback in a timely, thorough and objective manner. The following actions will be taken to respond:

  • The feedback will be directed to the appropriate person for action
  • The feedback will be assessed for appropriate action (Note: the customer service standard does not require a response to be provided for all feedback)
  • Where action includes a response to the customer, we will endeavour to provide a response within four (4) business days.

Availability of Documents

The Conference Board will post a notice on its website and at reception to inform the public of their right to obtain copies of this Policy and Plan. If a customer with a disability requests a copy, it will be provided in a format that takes into account the person’s disability.

Service Disruptions

There are no disruptions at this time.


The Conference Board welcomes feedback about the delivery of our services to people with disabilities. You can share your feedback several ways:



Attention: Accessibility Officer
Conference Board of Canada
255 Smyth Road
Ottawa ON K1H 8M7


Attention: Accessibility Officer