Statement of Commitment

Clinical Trials Ontario (CTO) is committed to providing a respectful, welcoming, accessible, and inclusive environment in the provision of goods and services for both customers/clients and employees alike. CTO is committed to, and strives to ensure that, the Accessibility for Ontarians with Disabilities Act (AODA), 2005 (AODA), the standards and all other relevant legislation concerning accessibility, are observed. CTO ensures that all persons within its community are aware of their rights and responsibilities to foster an accessible and inclusive environment with and for persons with disabilities.

Accessibility Standards for Customer Service Policy

Under the AODA, Ontario Regulation 429/07, entitled “Accessibility Standards for Customer Service” (the “Service Regulation”), came into effect on January 1, 2008. The Service Regulation establishes accessibility standards specific to customer service for private sector organizations that provide goods and services to members of the public or other third parties. The objective of this policy is to identify what the equal treatment provisions of the Ontario Human Rights Code, through the AODA and the Service Regulation, require with respect to service delivery to persons with disabilities and addresses the following:
  • The Provision of Goods and Services to Persons with Disabilities;
  • The Use of Assistive Devices;
  • The Use of Guide Dogs and Service Animals;
  • The Use of Support Persons;
  • Notice of Service Disruptions;
  • Customer Feedback;
  • Training