Providing Goods and Services to People with Disabilities

The Canadian Dental Association (CDA) is committed to excellence in serving all customers, including people with disabilities.

Assistive devices

We will ensure that staff members are trained and are familiar with the various assistive devices customers with disabilities may use to access our goods or services.


We will communicate with people with disabilities in ways that take into account their disability.

Service animals

We will welcome people with disabilities and their service animals. Service animals will be allowed on our premises which are open to the public.

Support persons

A support person who accompanies a person with a disability will be allowed on our premises which are open to the public.

Notice of temporary disruption

CDA will notify customers promptly in the event of a planned or unexpected disruption to services or facilities for customers with disabilities (access to elevator, telephone, and website). This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

The notice will be placed in close proximity to the broken device and the receptionists will be informed so that they can provide guidance to customers, as required.

Training for staff

CDA will train all employees working for CDA and for the Commission on Dental Accreditation of Canada (CDAC). CDA will train all current staff by March 31, 2012 and new staff will be trained within 30 days of their hiring date.

Training will include:

  • An overview 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.
  • What to do if a person with a disability is having difficulty in accessing CDA's goods and services.
  • Employee's successful completion (minimum mark of 70%) of a quiz specifically related to the customer service standard contained in the Act.
  • CDA's Plan for the provision of accessible customer service.
  • How to report and deal with unexpected disruptions to CDA services or facilities used by customers with disabilities.
  • Staff will also be trained whenever changes are made to the plan.

Feedback process

Customers who wish to provide feedback on the way CDA provides goods and services to people with disabilities can do so by speaking with the receptionist while on CDA premises, by calling us at 613-523-1770, by emailing or by sending a fax to 613-523-7736.

All feedback will be directed to the Director of Administration/CFO.

CDA will normally respond to customer feedback within five business days of receiving it. If the matter requires additional investigation and CDA is unable to respond within five business days, the customer will receive an interim acknowledgement, within 48 hours, indicating when to expect the final response.

Modifications to this or other policies

Any policy of CDA that does not respect and promote the dignity and independence of people with disabilities will be modified or revoked.