Public Service Commission Policies

Accessible Customer Service

 

Purpose

The Manitoba government is committed to providing people disabled by barriers equitable access to information and services to the public.


Policy Statement

The Manitoba government is committed to providing programs and services that are accessible and responsive to the needs of all Manitobans. Delivering accessible customer service, whether at a public-facing office or internally between departments, is a shared responsibility across government.

Developed to meet the requirements of the Accessibility for Manitobans Act (AMA) and the Accessible Customer Service Standard, this policy aligns with the Accessible Information and Communication Policy Statement. It ensures that government provides goods, services and programs in a manner that upholds the dignity and independence of Manitobans, while proactively identifying, preventing, and removing barriers in a respectful and timely way. This commitment includes ensuring that both the public and government employees are aware that information, programs, policies, and procedures can be made available in accessible formats and with communication supports upon request.


Objectives

This policy aims to enhance the quality of interactions between government departments and individuals who have self-identified as being disabled by a barrier through the provision of accessible customer service, information and communication, by ensuring employees: 

The policy also seeks to continuously improve and maintain high standards of accessible customer service by:

  • Providing mandatory Accessible Customer Service Standard training to all employees. This training will include a review of the Regulation, the Accessibility for Manitobans Act, the Manitoba Human Rights Code, and provide guidance on delivering respectful and effective customer service, including how to interact and communicate when serving people disabled by barriers. Topics will cover the use assistive devices, support persons, service animals, hosting accessible events and adapting communication to address barriers when a person has self-identified as experiencing a barrier.
  • Providing information and guidance to ensure consistent accessible customer service delivery across Manitoba’s public service including: 
    • Details on advance notice of fees for support persons, including the amount, if applicable (see Accessibility Homepage)
      • Protocols for interactions with service animals (see Guide to Service Animals in the Workplace (link to internal resource))
      • Guidance on publicizing available supports in registration materials (see Accessibility Toolkit to Support Customer Service (link to internal resource)).
    • Recognizing that a person who is disabled by barriers may use assistive devices to help reduce accessibility challenges. 
  • Ensuring that persons disabled by barriers may be accompanied by a support person when accessing services. They must be able to enter the premises together and always maintain access to their support person while accessing services. 
    • Recognizing that persons disabled by barriers may be accompanied by a service animal when accessing government services.
    • Keeping accessible features (e.g., ramps, doorways, accessible restrooms) clear and in working order where government services are provided and notifying the public of any disruptions to accessible features or details of alternate means, reason for unavailability and estimated timeframe for resolution (See Accessibility Homepage).
    • Holding public events in accessible spaces and taking reasonable measures to ensure that the physical needs to persons disabled by barriers are met upon request and meeting communication needs.
    • Maintaining a feedback system, through the Accessibility Home page, that acknowledges and responds promptly to accessibility concerns in an accessible format, detailing any action that has been or may be taken in response to the feedback.
    • Requiring prompt acknowledgement and response to accommodation requests within a reasonable time frame, and at no extra charge (see Accessibility Home page). 
    • Requiring the inclusion of an "access offer" on all government print and digital documents.

Principles

The policy builds upon the existing requirements of Manitoba’s Human Rights Code, and is in accordance with The Accessibility for Manitobans Act (AMA), The Accessible Information and Communication Standard Regulation, The Accessible Customer Service Standard Regulation, and with the expected behaviours outlined in the Manitoba Government Code of Conduct, derived from the values for an ethical and effective public service in The Public Service Act. 


The following principles apply:

Access: Persons should have barrier-free access to places, events and other functions that are generally available in the community.

Equality: Persons should have barrier-free access to those things that will give them equality of opportunity and outcome.

Universal Design: Access should be provided in a manner that does not establish or perpetuate differences based on a person’s disability.

Systemic Responsibility: The responsibility to prevent and remove barriers rests with the person or organization that is establishing or perpetuating the barrier.


Application

This policy applies to employees of the core public service and employees for the officers of the Assembly (Section 58(1) as defined in The Public Service Act). 


Responsibilities

Employees:

  • Provide accessible customer service and respond to individual accessibility needs, requests and feedback from the public in a respectful and timely manner by following established practices and procedures.
  • Communicate in a manner that takes into account the barrier.
  • Complete the mandatory Accessible Customer Service Standard training.

Supervisors:

  • Ensure that all employees have completed the mandatory training as soon as feasibly possible.
  • Support employees in responding to accessibility needs and feedback received from the public promptly and respectfully.
  • Facilitate feedback and resolution processes for accessibility-related concerns.

Deputy Ministers:

  • Ensure awareness and compliance of the policy and other applicable policies, legislation, and procedures, within their respective departments.
  • Ensure department specific processes and practices, if applicable, are in place to support policy implementation.
  • May develop additional guidelines to meet the policy’s purpose.

Public Service Commission: 

  • Advise on the interpretation, application, and administration of this policy.
  • Provide Accessible Customer Service Standard training.  
  • Establish procedures and/or guidelines regarding the application and administration of the policy


Definitions

Access Offer: a statement that lets Manitobans know that the Manitoba government will take active steps to welcome and accommodate persons with disabilities. This applies to situations when Manitobans with disabilities are seeking information, services and support, as well as participating in government engagements and providing feedback.


Core Public Service: as defined in The Public Service Act, consists of the Clerk of the Executive Council, the other deputy ministers ad the employees in position with in the departments of government. 


Department: means a department as defined in The Executive Government Organization Act. 


Deputy Minister: means the deputy minister of a department appointed under subsection 33(2) of The Public Service Act. 


Employee: as defined in The Public Service Act, means an individual employed in Manitoba’s core public service and, unless otherwise indicated, includes a manager or executive. 


Supervisor: an employee, including managers or executives, responsible for supervising one or more employees.


Compliance/Non-compliance

Compliance with this policy aligns with monitoring and enforcement strategies of the Manitoba government Accessibility Compliance Secretariat pertaining to Manitoba’s accessibility legislation and regulated standards.

A member of the public may file a concern through the Accessible Government Services Home page.

Concerns or complaints by either a member of the public or an employee (represented and non-represented) may also be filed with The Accessibility Compliance Secretariat, Manitoba Human Rights Commission and/or the grievance procedure of their collective agreement.


Related Policies and Legislation

Accessible Information and Communication Standard Regulation

Accessible Information and Communication Policy Statement

Sign Language policy


Resources and Tools

Accessibility Toolkit to Support Customer Service(external link) (link to internal resource)

Guide to Service Animals in the Workplace(external link)

How to Meet WCAG - Quick Reference(external link)

Visual Identity Standard(external link)

Communication and Engagement Division Writing Style Guide(external link) (link to internal resource)

Accessibility Home page (with FAQ for the public)

Manitoba Government Accessibility Plan 

Success Factors – Learning Management System(external link) (link to internal resource)


Authority

The Accessibility for Manitobans Act (AMA)

The Public Service Act 

The Manitoba Human Rights Code (the Code)

Accessible Customer Service Standard Regulation 


Policy Review and Revision Schedule

A review will be conducted on the administration and operation of this policy, including any related procedural documents and forms, in accordance with a policy review schedule established by the Public Service Commission.



Policy Inquiries


Policy Unit, Strategic and Corporate Services
Public Service Commission
PSCSCS@gov.mb.ca
204-945-9060
1-844-844-2521
TTY: 204-945-1437

 

Effective date: August 21, 2026
Previous revision date(s): February 2018
Original date: February 13, 2017


This information is available in alternate formats on request.

To make a request, please contact accessibility@gov.mb.ca or 204-945-3744 (1-866-626-4862), or visit the Accessibility Home page.