Accessible Customer Service

The province of Ontario has implemented laws to improve accessibility to goods and services for people with disabilities according to the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).  As such, CEM Benchmarking Inc. states the following:


Providing Goods and Services to People with Disabilities

CEM Benchmarking Inc. is committed to excellence in serving all customers including people with disabilities.


Assistive Devices

We will ensure that our staff are trained and familiar with various devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.



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


Service Animals

We welcome people with disabilities and their service animals.  Service animals are allowed on the parts of our premises that are open to the public.


Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.


Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, CEM Benchmarking Inc. will notify customers promptly.  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.


CEM’s facility is located at: 372 Bay Street, Suite 1000, Toronto, Ontario, Canada.


The notice will be made publicly available on our website



CEM Benchmarking Inc. will provide accessible customer service training to employees, volunteers and others who deal with the public or other third parties on our behalf.  Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.


Individuals in the following positions will be trained: Sales, Customer Relationship Management, Analysts, Product Solutions, Office Administration.


Staff will be trained on Accessible Customer Service within six (6) months after being hired.


Training Will Include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • CEM Benchmarking Inc.’s plan related to 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
  • How to use the equipment or devices available on-site or otherwise that may help with providing goods or services to people with disabilities.  These include modifying printed reports and editing our website.
  • What to do if a person with a disability is having difficulty in accessing CEM Benchmarking Inc.’s goods and services

Staff will also receive an updated training module when changes are made to our accessible customer service plan.


Feedback Process

Customers who wish to provide feedback on the way CEM Benchmarking Inc. provides goods and services to people with disabilities can provide feedback in the following way(s):


To the Manager of Corporate Operations, Tanya M. Durr, via e-mail: or phone: 416-369-0568.


All feedback including complaints will be responded to personally within five (5) business days.


Notice of Availability

CEM Benchmarking Inc. will notify the public that our documents related to accessible customer service, are available upon request by posting a notice on our website


Modifications To This Or Other Policies

Any policy, practice or procedure of CEM Benchmarking Inc. that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.