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Topics to cover:

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This additional section is mainly for decision-makers in a business or organization. Decision-makers could include owners and other leaders, senior management, board members, or people who help or advise decision-makers on the development of customer service policies, practices and procedures.

As a reminder: You may want to keep a summary of requirements from the standard handy or have staff members keep it handy. This summary can be downloaded from the Resources Section. It's only an overview summary — you can find more indepth information about the regulation on the "e-laws" website or at

You may want your employees to take this additional part of the course. Also, you may need to customize and add to what's been provided throughout this whole course for your own business or organization. This isn't a requirement of the regulation — it's just a good practice to give trainees a full picture of how these areas would be dealt with by your organization.

For example, you may want to look at the section here on service animals and provide additional information to any trainees in your operation about situations where they are likely to encounter service animals. You can reinforce the prior learning in the training. For example, emphasizing that service animals should not be treated as pets since they are working and need to focus.

Let's proceed. These six key sections should take you about 20 minutes to complete. The following topics will be covered:

  • Policies, practices and procedures
  • Service animals
  • Support persons
  • Notices on service disruptions
  • Alternate formats for materials and publications
  • Documentation