September 10, 2018

About the Author

The Accessibility for Manitobans Act strives to achieve accessibility for all Manitobans disabled by a barrier. It is intended to govern accessibility by creating regulations in a number of areas, including for example, the delivery of goods, services and information. Under the Act, organizations must identify barriers to accessible customer service, seek to remove existing barriers, and seek to prevent new barriers from being created.

The Customer Service Standard Regulation under the Act requires that private organizations that provide goods or services in Manitoba and that have at least one employee in Manitoba implement a Customer Service Accessibility Policy by November 1, 2018.

A Customer Service Accessibility Policy must touch upon the following points:

  • How the organization will communicate with customers disabled by a barrier;
  • Recognize that customers may use assistive devices, support persons and service animals to access goods and services;
  • How the organization will notify customers if their premises are temporarily inaccessible and any alternatives that may be available;
  • Staff training requirements with respect to accessibility; and
  • How the organization will collect and consider feedback about the accessibility of its goods and services.

Does your organization have such a policy in place? If you require assistance with preparing a Customer Service Accessibility Policy or would like further information about The Accessibility for Manitobans Act, our partner Melissa Beaumont would be pleased to assist you.

This article is presented for informational purposes only. The content does not constitute legal advice or solicitation and does not create a solicitor client relationship. The views expressed are solely the authors’ and should not be attributed to any other party, including Thompson Dorfman Sweatman LLP (TDS), its affiliate companies or its clients. The authors make no guarantees regarding the accuracy or adequacy of the information contained herein or linked to via this article. The authors are not able to provide free legal advice. If you are seeking advice on specific matters, please contact Keith LaBossiere, CEO & Managing Partner at, or 204.934.2587. Please be aware that any unsolicited information sent to the author(s) cannot be considered to be solicitor-client privileged.

While care is taken to ensure the accuracy for the purposes stated, before relying upon these articles, you should seek and be guided by legal advice based on your specific circumstances. We would be pleased to provide you with our assistance on any of the issues raised in these articles.