City of Vaughan

1. Understand AODA & What Your Business Must Do

• AODA sets accessibility standards in several areas, including customer service, information & communications, employment, and environment barriers.
• Start by learning which standards apply to your organization based on size and type in the above section.

2. Develop Accessibility Policies & Plans

• Create an accessibility policy that shows your commitment to removing barriers.

• Follow these steps to complete an accessibility compliance report for your business, not-for-profit or public-sector organization.

3. Conduct an Accessibility Audit

• Walk through your business, physically and online, to identify barriers:
  • Solutions to address physical barriers can include ramps, increasing door widths, signage, and washroom access.
  • Solutions to address online or digital barriers can include making your website or online forms easily readable. Learn more here: How to make websites accessible | ontario.ca.

 

4. Improve Customer Service Accessibility

Good customer service is foundational under AODA:

• Train staff to communicate respectfully and effectively with people with diverse disabilities.
• Allow assistive devices (like wheelchairs, walkers) and service animals.
• Provide a variety of accessible ways to give feedback (comment cards, online forms, phone).
• Notify customers about temporary disruptions clearly (e.g., elevator out of service).

 

Tips for communications:

• Speak clearly and patiently, and ask how you can help.
• Offer alternative formats of printed materials if requested.

 

5. Train Your Staff

AODA requires accessibility training for:

• All employees (paid and unpaid), volunteers, and contractors.
• Topics should include the Ontario Human Rights Code and accessible customer service.

 

6. Make Your Website & Digital Content Accessible

• Ensure your website meets Web Content Accessibility Guidelines (WCAG) 2.0 Level AA (required for many businesses).

• Websites must be accessible not just on desktop but mobile too.

 

7. Accessible Communication & Information

• Let customers know you’ll provide information in accessible formats on request (e.g., large print, braille, email).
• This includes printed material, signage, online content, and emergency info.
• You don’t need to have every format on hand, but you must provide it in a timely manner at no extra cost.

 

8. Consider Employment Accessibility

Include accessible practices in your hiring and employee policies:

• Share that accommodations are available upon request with your employees.
• Offer individualized workplace accommodations.
• Incorporate accessibility in job descriptions and performance reviews.

 

9. Provide Accessible Products & Services

When purchasing new equipment, software, or services:

• Include accessibility criteria in your purchasing decisions.

For example, ensure self-service kiosks or point-of-sale systems are usable by people with diverse needs.

✔ Accessible entrance & interior pathways
✔ Clear signage & high-contrast print
✔ Accessible washrooms
✔ Staff trained in disability awareness
✔ Website and online services that meet accessibility standards
✔ Multiple feedback channels for customers
✔ Written policies posted and available in accessible formats

Free 1:1 business advisory is available through the Vaughan Business and Entrepreneurship Centre, where our Small Business Advisors can offer advice and planning tactics for your business.

 

We offer advice to entrepreneurs and businesses of all stages and sizes through our 1:1 business advisory service. To be connected to an Advisor click here.

 

There are accessibility consultants available to assist with compliance and compliance support under the AODA. Learn more here: Accessibility in Ontario | ontario.ca

1. Consider Older Adults as a Key Part of Accessibility

Older adults often experience mobility, vision, hearing, or cognitive changes as they age. Many of these overlap with disabilities, and AODA requires businesses to identify and remove barriers that could limit participation.

 

Why this matters: People with disabilities and older adults are a large and growing group of consumers, and improving accessibility can attract and retain more customers.

 

2. Reduce Physical Barriers to Your Space

Older adults may use canes, walkers, wheelchairs, or have balance challenges. Consider these solutions to reducing physical barriers for older customers:

• Step-free entrances and ramps where possible.
• Clear, wide pathways inside your business with space for mobility aids.
• Non-slip flooring in entryways and high-traffic areas.
• Benches or seating areas so people can rest if they tire easily.
• Good lighting and contrast to help those with low vision.

 

These improvements often overlap with broader AODA accessibility goals and make your space more welcoming.

 

3. Make Printed & On-Site Information More Readable

Older adults may need easier to read print. You can provide:

• Use larger fonts on signs and menus.
• Provide high-contrast print materials.
• Make sure information is easy to read and logically laid out.

 

This benefits not just older adults but anyone with vision challenges.

 

4. Train Staff to Communicate Clearly & Respectfully

Good communication is exceptionally important for older adults who may have hearing or cognitive changes:

• Train staff to speak clearly, patiently, and directly.
• Don’t assume what someone can or cannot do based on age; always ask how you can help.
• Use respectful language.

 

This helps both older customers and others with communication needs.

 

5. Offer Multiple Ways to Access Services

Some older adults may prefer alternative methods to in-person service:

• Phone support with slow, clear communication.
• Online services that are simplified and accessible (meeting WCAG where required under AODA for digital content).
• Allow feedback via phone, email, or paper as well as online forms.

 

Offering different channels makes your services accessible to more people.

 

6. Design Comfortable Waiting Areas

A small seating area can make a big difference:

• Provide seating with back support near entrances or reception.
• Ensure seats have armrests to help customers stand up easily.
• Keep waiting areas clutter-free so mobility aids can move easily.

 

These human-centered design touches help customers of all ages feel valued.

 

7. Review Policies Through an Accessibility Lens

Under AODA you must identify and remove barriers, including how you serve customers. Ask yourself:

• Do your policies support older adults’ needs (e.g., flexible return/exchange policies for those with mobility issues)?
• Do you welcome support persons or family helpers who may accompany older customers?
• Are assistive devices (like magnifiers or portable seating) available upon request?

Updating your policies shows your commitment to accessibility and inclusivity.

 

8. Request & Act on Customer Feedback

Invite older customers (and everyone) to give feedback on how accessible and age-friendly your business feels:

• Make sure your feedback system is easy to use and available in paper, verbal, or online formats.
• Review suggestions regularly and use them to guide improvements.

 

Feedback helps you understand real-world experiences and make meaningful changes.

 

9. Integrate Age-Friendly Practices Into Accessibility Plans

If your business is required to create AODA accessibility policies and plans, embed age-friendly considerations in them. For example:

• Commit to regular assessments of your physical space and services.
• Set timelines for age-friendly upgrades (e.g., wider corridors, improved signage).
• Track progress toward these goals.

 

By doing this, age-friendliness becomes part of your long-term strategy, not just a one-off effort.

Creating an age-friendly, accessible environment can help attract and retain customers while improving the experience for everyone. This checklist can help your business achieve that goal: Age-Friendly Business Checklist

Free 1:1 business advisory is available through the Vaughan Business and Entrepreneurship Centre, where our Small Business Advisors can offer advice and planning tactics for your business.

 

We offer advice to entrepreneurs and businesses of all stages and sizes through our 1:1 business advisory service to be connected to an Advisor click here.

• Accessibility in Ontario

• Accessibility in Ontario: information for businesses

• Accessibility Standards for Customer Service
• The City of Vaughan Accessibility Plan

• Provincial Age-Friendly and accessibility grants
• The Enabling Accessibility Fund (EAF) for Youth (2025)
• There are Provincial and Federal grants available to support digital transformation, digital adoption and employee training

Small businesses looking to start, grow or expand can determine their eligibility for Vaughan’s Starter Company Plus program. Qualified program participants will receive tailored training and mentorship and will also have the opportunity to apply for a provincial grant of up to $5,000.

In addition to the programs listed above, there may be other funding supports available. The Government of Canada has a consolidated list of available grants, contributions and other financial assistance in a useful search tool: Business Benefits Finder and visit Funding Programs | Vaughan Economic Development for our list of programs.

• The Business of Accessibility Handbook
• Age-Friendly Community Planning Toolkit

• Accessibility for Ontarians with Disabilities Act (AODA) Training: This program will cover basic information about AODA, comprehensive details about its standards, and the benefits they offer Ontarians.

 

• Accessibility Certification TM with the Rick Hansen Foundation: The Rick Hansen Foundation has collaborated with people with physical disabilities, experts in the built environment, legislation and building code as well as accessibility professionals and education partners to create training courses and resources on accessibility and disability awareness. 

 

• TAP into Social Sustainability: The Better Your Business Tap into Social and Environmental Sustainability Program is a new initiative that will support five Vaughan-based businesses in incorporating the United Nation’s 17 Sustainable Development Goals into their corporate practices. Every business has opportunities to serve its community and generate positive social and environmental change by implementing progressive business practices.

 

• Webinars and Training: The Vaughan Business & Entrepreneurship Centre supports webinars, group consultations, and workshops on a variety of topics to help your business. Learn more at: Events | Vaughan Economic Development