The General section of the Integrated Accessibility Standards sets the tone and layout of the subsequent Standards. This section also governs several areas of accessibility compliance for Ontario institutions, businesses, and organizations, including:

• Establishment of accessibility policies
• Accessibility plans
• Procuring or acquiring goods, services or facilities
• Self service kiosks and
• Training

The Customer Service Regulation into came into effect on January 1, 2010 for public sector organizations such as McMaster University. It currently makes up 1 of 6 standards in the Integrated Accessibility Standard Regulation under the Accessibility for Ontarians with Disabilities Act 2005, S.O. 2005, c.11.

In order to comply with this standard, McMaster established policies, practices and procedures that outline the provision of its goods and services to persons with disabilities. These policies, practices and procedures are consistent with the four core principles:

• Independence – Recognizing when a person is able to do things on their own without unnecessary help or interference from others.
• Dignity – Providing service in a way that allows the individual to maintain self-respect and the respect of other persons.
• Integration – Providing service in a way that allows the individual to benefit from the same services, in the same place, and in the same or similar way as other students, employees, visitors, unless an alternate measure is necessary.
• Equality of Opportunity – Providing service to individuals in such a way that they have an opportunity to access goods or services equal to that given to others.

Areas covered within this Standard include:

• The establishment of accessibility policies
• The use of Service Animals and Support Persons
• Notice of temporary disruptions
• AODA training for staff
• Feedback processes and
• Format of documents

The Information and Communication Standard is a part of the Integrated Accessibility Standard Regulation. This Standard contains the terminology, processes and guidelines that institutions, organizations and businesses in Ontario must follow in order to create, provide, and receive communication and information that is accessible to all people in Ontario, and in particular, persons with disabilities.

This Standard is comprehensive and encompasses areas of:

• Accessible formats and communication supports
• Emergency procedures, plans or public safety
• Accessible websites and web content
• Educational and training resources and materials
  • Training to educators
  • Producers of educational or training material
• Libraries of educational and training institutions
• Public libraries

The Employment Standard exists within the Integrated Accessibility Standard Regulation to provide employers of Ontario institutions, businesses and organizations terminology, processes and guidelines around accessible employee recruitment and communication, interviewing, hiring and employment practices.

Areas within the Employment Standard include:

• Recruitment, assessment or selection processes
• Notice to successful applicants
• Informing employees of supports
• Accessible formats and communication supports for employees
• Workplace emergency response information
• Documented individual accommodation plans
• Return to work process
• Performance management
• Career development and advancement and
• Redeployment

The Transportation Standard is a comprehensive Standard within the Integrated Accessibility Standard Regulation that covers the accessible provision of conventional and specialized transportation services, as well as the duties of municipalities and taxicabs. For the purposes of McMaster University,  areas that are especially applicable include:

• School transportation and;
• Public sector organizations

The Accessibility Standard for the Built Environment will help remove barriers in buildings and outdoor spaces for people with disabilities. The Standard will apply only to new construction and extensive renovation and covers areas of outdoor recreation / use, including:

• Recreational trails
• Beach access routes
• Parking
• Audible pedestrian signals
• Intersections from a pedestrian perspective
• Sidewalks
• Playground equipment for children and youth
• The maintenance of these spaces

Please visit the Integrated Accessibility Standard Regulation for the most recent updates to the Design of Public Spaces Standard.