Here is a list of quality general resources on accessibility, as well as sources of information used in this eLearning course on accessible customer service.

AODA, Customer Service Standard, Accessibility

Accessibility for Ontarians with Disabilities Act, 2005, (AODA)

Ontario Regulation 429/07: Accessibility Standards for Customer Service

Summary of Requirements: Accessibility Standards for Customer Service

Guide to the Accessibility Standards for Customer Service, Ontario Regulation 429/07

Compliance Manual: Accessibility Standards for Customer Service, Ontario Regulation 429/07

Frequently Asked Questions about the Accessible Customer Service Standard Regulation

Ontario Ministry of Community and Social Services:

General information

Accessibility terminology: Talk About Disabilities: Choose the Right Word

Accessibility Directorate of Ontario (Access ON)

Ontario Human Rights Commission

General information

Disability issues

Students with Disabilities

Accommodating Students with Disabilities (Ontario Human Rights Commission)

Helping Students Succeed / Learning Disabilities (Disabilities Assessment Centres of Ontario)

Yale Centre for Dyslexia and Creativity

Association for Persons with Disabilities

American Association on Intellectual and Developmental Disabilities

American Association Speech-Language-Hearing Association

Canadian Association of the Deaf

Canadian Council of the Blind

Canadian Deafblind and Rubella Association

Canadian Hard of Hearing Association

Canadian Hearing Society

Canadian National Institute for the Blind

Centre for Developmental Disability Health Victoria (strategies for communicating and interacting with someone with an intellectual or development disability)

Royal Institute of the Blind (UK)


Seven Principles of Universal Design (Centre for Universal Design)

Universal Instructional Design at the University of Guelph

Universal Design of Instruction (UDI): Definition, Principles and Examples (University of Washington)

Institute for Inclusion

Alternative Formats

Adaptive Resource Technology Centre, University of Toronto (offers an online course on Understanding Web Accessibility)

Resource Services Library (provides alternate format media to students with disabilities)

Assistive Devices

Telephone relay services


Tom Cruise

Whoopi Goldberg

Stephen Hawking

Charles Schwab


Woodcock, K., & Aguayo, M. (2000) Deafened People: Adjustment and Support, Toronto: University of Toronto Press

Prince-Hughes, D. (2005) Songs of the Gorilla Nation: My Journey through Autism, New York: Harmony Books/Random House

Tanya Titchkosky, “Disability: A Rose by Any Other Name? ‘People First’ Language in Canadian Society, Canadian Review of Sociology and Anthropology, The, May 2001