Ontario accessibility standards require organizations to consider support persons and accessible communication when providing services to people with disabilities.
At a glance
- People with disabilities may use support persons in accessing services, subject to applicable rules and confidentiality needs.
- Communication should take the person’s disability into account.
- Security procedures should support accessibility while still applying legitimate access requirements.
What this means in practice
The official rules establish a baseline, but a workable security assignment still needs property-specific decisions. The client and provider should turn general requirements into clear instructions about what is checked, who can authorize exceptions, what must be documented and when another authority takes over.
Questions to confirm
- Is the support person being denied for a genuine lawful reason or simply because the process did not anticipate them?
- Can confidential information be handled without excluding necessary support?
- Does the desk procedure offer alternate communication methods?
Picture this at your property
A visitor requires a support person to communicate at a building reception desk. The access check should be completed in an accessible way without treating the support person as an inconvenience.
The value of the example is the decision process: identify what is known, what remains uncertain, who has authority, and what information should be preserved for follow-up.
Practical takeaway
The strongest security process is usually the one that makes responsibilities, observations and escalation clear. That creates a service that can be understood and reviewed without overstating what security can guarantee.
Official sources & verification
1. How to comply with the Accessibility Standard for Customer Service — Government of Ontario
2. Accessibility in Ontario: what you need to know — Government of Ontario
3. O. Reg. 363/07: Code of Conduct — Ontario e-Laws
Last reviewed: 2026-08-08. This resource provides general Ontario information and is not legal advice. Legal authority and obligations depend on the facts, the property, the applicable law and current official guidance. Confirm current requirements with the responsible government authority or qualified legal counsel when a decision has legal consequences.