Ministry of Children Community and Social Services

Accessibility Standards for Customer Service Regulation

Declaration of Accessible Customer Services

The Accessibility Standards for Customer Service Regulation requires certain practices and procedures to be adopted by service providers in order to remove barriers to the customer experience of people with disabilities. Customers are provided goods and services on behalf of the government of Ontario in a manner that respects the dignity, worth and right to equity of all its customers, including customers with disabilities. The processes for providing goods and services from this service provider are designed to ensure the greatest independence for customers with disabilities.

Accessibility Legislation and Policy

Our customer service policies, practices and procedures reflect and respect the accessibility content of the Accessibility Standards for Customer Service Regulation, and the Ontario Public Service Accessible Customer Service Policy.

Support Persons

While obtaining goods and services, customers with disabilities will be allowed to have their support person with them at all times, in all public locations on these premises.

Service Animals

While obtaining goods and services, customers with disabilities will be allowed to have their service animals with them at all times, in all public locations, where permitted by law, on these premises.

If municipal legislation does not permit service animals on the premises, on-site accessibility assistance will be provided or an alternate source of accessible service provision will be suggested.

Service Disruptions

If a service delivery channel is temporarily disrupted, a notice will be posted informing customers with disabilities of why the service is disrupted, how long the disruption is anticipated to last, and how alternate means can be taken to obtain the services, wherever that is possible.

Customer Feedback

Customers with disabilities are encouraged to provide their comments in promotion of our services, suggestions for service improvements or file complaints. Feedback will be accepted in writing, in person, by telephone, and online. Customers will receive a response outlining the receipt of the feedback and the actions that will be taken to address any issues.


All staff are trained on the use of various assistive devices used by customers with disabilities. Staff will strive to communicate with people with disabilities in a way that takes into account the disability and follows the accessibility principles.

Documentation on Accessible Customer Service

The following documents are available for handout upon request to all customers, including customers with disabilities, their support people, and third-party representatives of people with disabilities:

  • Ontario Public Service Accessible Customer Service Policy
  • Declaration of Accessible Customer Services
  • Notice of Accessible Customer Services Practices (Poster)

French Language Services

CPRI, and the Ministry of Children, Community and Social Services guarantees the right to services in French from the provincial government in government offices in designated areas of the province.

MCCSS Vision for FLS

MCCSS, through its mandate to "promote the stability and quality of life for Ontario Residents by strengthening the ability of communities to cope with social change and respond effectively to the social and economic needs of families and individuals in ways that reinforce personal dignity and independence" and MCCSS, through its mandate to "give children the best possible start in life, prepare youth to become productive adults and make it easier for families to access the services they need at all stages of a child's development, have a special responsibility to promote the unique status and to respond to the particular needs of Francophone community.

CPRI is committed to this vision, and has created a list of services in the Southwest region offering programs and services in French. For further questions on French Language Services at CPRI please contact the Corporate Lead, Gillian Kriter at  

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