This document provides information about Ontario's Accessibility for Ontarians with Disabilities Act (AODA) and the requirements for organizations to comply with the Customer Service Standard. It outlines key principles of independence, dignity, integration and equal opportunity. It discusses terminology, barriers to accessibility, and the role of the Accessibility Directorate of Ontario in developing standards and enforcing compliance. It details the 11 requirements organizations must meet through policies, procedures, training and other measures to provide accessible customer service.