Ontario Securities Commission Accessible Customer Service Policy – Providing Services to People with Disabilities

1. Providing services to people with disabilities

The Ontario Securities Commission (OSC) is committed to excellence in providing services to all members of the public, including people with disabilities and we will carry out our functions and responsibilities in the following areas:


We will communicate with people with disabilities in a manner that takes into account their disability. We will train staff on how to interact and communicate with people with various types of disabilities.


We will provide our publications and communications in alternative formats, upon request, in a timely manner, dependent upon document specifications (e.g. length of document, format required).

Assistive devices

We are committed to providing services to people with disabilities who use assistive devices to use or benefit from our services. We will ensure that our staff is familiar with various assistive devices that may be used by people with disabilities while accessing our services.

We will also ensure that staff knows how to use the assistive devices that are available on our premises. The following assistive devices have been installed or are available:

Building common areas:

  • Automatic door operators have been installed at both the street entrance and mall entrance to our building.
  • The lobby also has wheelchair elevators/lifts at both the street entrance and mall entrance. Assistance in using these devices is immediately available by pressing the contact button located at the lifts.
  • Elevator surrounds have raised lettering and Braille signage to indicate floor numbers.
  • Elevator interiors have raised numeric pad for floor selections.
  • Audio notification is provided at each elevator lobby to indicate elevator direction (one ring tone for up two ring tones for down).

2. Use of service animals and support persons

While the OSC offices are not open to the public, we are committed to welcoming visitors with disabilities who are accompanied by a service animal and / or a support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

3. Notice of temporary disruption

The OSC will provide notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at all public entrances and service counters on our premises and posted on our website.

4. Training for staff

We ensure that all staff members are trained by the OSC. Training will include the following:

  • The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • How to interact and communicate with people with various types of disabilities.
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.
  • Availability of assistive devices available on our premises.
  • What to do if a person with a disability is having difficulty in accessing our services.
  • Policies, practices and procedures relating to the customer service standard.

This training will be provided when staff commence their duties. All staff will be required to confirm that they have been trained in the accessibility policies, practices and procedures. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

5. Feedback process

Our goal is to make it easy for you to contact us and we offer equal access to our services. We are committed to service excellence and we welcome your feedback. If you are not satisfied with the level of service you received, you are encouraged to contact us to discuss your concerns or schedule a time to discuss in person. Staff trained in customer service can be reached by the public Monday to Friday between 8:30 a.m. and 5:00 p.m. Contact us. We commit to providing a response to inquiries within seven business days.

6. Modifications to this or other policies

We are committed to developing accessible service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. All policies of the OSC will respect and promote the dignity and independence of people with disabilities.

7. Questions about this policy

This policy exists to achieve service excellence to people with disabilities. Those with questions about this policy may contact us (investoroffice@osc.gov.on.ca) and can expect a response during regular business hours.