Providing Goods and Services to People with Disabilities

Our Commitment

The College of Nurses (CNO) is an organization whose mission is regulating nursing in the public interest. In fulfilling this mission, CNO strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities.

We are committed to providing people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other members of the public.

Providing goods and services to people with disabilities

CNO is committed to excellence in serving all customers including people with disabilities.

1. Communication

CNO will communicate with people with disabilities in ways that take into account their disability. All staff will be trained on how to communicate with people with various types of disabilities. CNO will offer to communicate with people by email or in person if telephone communication is not suitable to the person’s communication needs. Upon request, CNO will consult with the person making the request to provide publications and/or processes for receiving and responding to feedback in accessible formats and with communication supports, dependent upon document specifications. Every effort will be made to ensure that the accessible formats and communication supports provided take into account the person’s accessibility needs due to disability, and are provided at a cost no more than the regular cost charged to other persons.

2. Assistive Devices

CNO will endeavour to provide services to people with disabilities who use assistive devices to access customer service, attend hearings or meetings. CNO will train staff to be familiar with various assistive devices that may be used by customers with disabilities and on how to use the assistive devices that are available on our premises.

3. Use of Service Animals and Support Persons 

CNO is committed to welcoming people with disabilities who are accompanied by a service animal to the areas of our premises that are open to the public and other third parties.

CNO is committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter CNO’s premises with his or her support person.

4. Notice of temporary disruption

CNO will provide notice in the event of a planned or unexpected disruption to 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 the public entrance, CNO service counter and posted on CNO’s website.

5. Training for Staff

      • 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 CNO premises
      • What to do if a person with a disability is having difficulty in accessing CNO’s services
      • CNO’s policies, practices and procedures relating to the customer service standard
      • Further training will be provided to employees when changes are made to these policies, practices and procedures.

CNO will provide training for its current staff and to new employees when they commence their duties. Training will include:

1. Feedback process

The goal of this policy is to ensure that CNO meets the level of service expected by customers with disabilities. CNO appreciates feedback on how well those expectations are met. Qualified customer service representatives are available to take your questions and feedback in-person, or via:

Mail: Accessibility Feedback, College of Nurses of Ontario, 101 Davenport Road, Toronto, Ontario M5R 3P1
Email: Subject: Accessibility feedback
Phone (toll free in Canada): 1-800-387-5526

All feedback will be directed to the Manager, Customer Service. Where possible, complaints will be addressed immediately. However, some feedback requires investigation and may require additional time to respond. CNO will acknowledge verbal or telephone feedback within two business days and email or mailed feedback within fifteen business days of receipt. The acknowledgement will indicate when you can expect a response. CNO will endeavour to provide a response in a format accessible to the customer.

2. Modifications to this or other policies

CNO is committed to ensuring that its customer service policy promotes the dignity and independence of all persons with disabilities. Changes will not be made to this policy before considering the impact on persons with disabilities. All CNO policies respect and promote the dignity and independence of people with disabilities.

3. Questions about this policy 

This policy exists to achieve service excellence to customers with disabilities. Questions about this policy may be directed to the Manager, Customer Service.




To request an accessible version of any document on this page, please contact us.

Page last reviewed June 16, 2021