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Multi-year Accessibility Plan for 2012-2014


Each year, the Ontario Public Service (OPS) sets a course to prevent, identify and remove barriers for persons with disabilities. Every ministry participates through the preparation of annual accessibility plans, as required under the Ontarians with Disabilities Act, 2001 (ODA).

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is Ontario’s roadmap to become accessible by 2025. It includes accessibility standards in:

  • customer service
  • information and communications
  • employment
  • transportation
  • built environment

The Government of Ontario is working to become the most accessible province by 2025.

In 2013, the accessibility plans must also address the Integrated Accessibility Standards Regulation (IASR) enacted under the AODA in June 2011. This regulation required the OPS to develop a multi-year accessibility plan to prevent and remove barriers for people with disabilities.

Statement of Commitment:

The Office of the Fairness Commissioner (OFC) strives to demonstrate leadership for accessibility in Ontario. Our goal is to ensure accessibility for our employees and the public we serve in our services, products and facilities.

Building on the statement of commitment, the OFC Multi-Year Accessibility Plan for 2012–2014 outlines the steps the OFC is taking to improve opportunities for people with disabilities.

For more information...

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Section One: Report on Measures to Identify, Remove and Prevent Barriers in 2011 and 2012

The OFCcomplied with the obligations of the ODA. Highlights include the following:

  • Since 2007, the OFC has provided a TTY (text telephone) for people who are deaf, and staff members working at the reception area are trained to use it. The OFC has since published its TTY number on employees’ business cards and letterhead.
  • Since 2008, the OFC’s public website has been accessible to people with disabilities, as required under section 6 of the ODA, and all updates to the site have taken into account the requirements of the ODA.
  • In 2011, the OFC renovated its office, ensuring that the new space was fully accessible and had a full spectrum of natural light throughout the office.
  • In 2012, a training session about accessibility awareness was provided to all OFC staff members by a representative of the Accessibility Directorate.
  • All new publications were designed to allow for the provision of alternate formats, upon request.

The following is a summary of the accessibility initiatives the OFC implemented in 2011 and 2012.

Customer Service

In 2011–12, the OFC remained in compliance with:

  • the Accessible Customer Service Policy
  • the 2011 and 2012 requirements of the IASR

Members of the public can file a complaint or provide feedback in person at the OFC office, or by telephone, Internet, standard mail, fax, or e-mail. In 2011–12 the OFC did not receive any complaints or feedback from the general public or the OFC staff.

The OFC has made it mandatory for all staff members to complete the online training May I Help You?

In 2011-12, staff members were reminded that policies, practices and procedures must be compliant with the AODA.

Information and Communications

The OFC applied accessibility considerations to the preparation of communication materials and ensured that printed materials and materials posted on the website were accessible to everyone and were in compliance with the AODA.


The OFC continued to commit to fair and accessible employment practices and to ensure that there were no potential barriers in employment policies, processes and practices for people with disabilities.

The OFC worked to eliminate all potential barriers in its employment policies, processes and practices.

As part of its hiring process, the OFC informed candidates that accommodation is available on request during the entire hiring process.

Built Environment

The OFC’s office space was designed to be wheelchair accessible and to have a full spectrum of lighting.


The OFC continued to ensure that when procuring goods and services, it requests accessible options and includes them in the evaluation criteria.

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Section Two: Measures Planned for 2013, 2014 and Beyond

In 2013, the OFC’s accessibility plan focuses on the following areas to support compliance with the existing Accessibility Standards for Customer Service Regulation and the IASR under the AODA.

Customer Service

The OFC is committed to ensuring that people with disabilities receive accessible and services. This means they will receive services with the same high quality and timeliness as others.

Actions Planned:

  • All new staff members will receive training covering areas outlined in the Accessibility Standard for Customer Service Regulation (i.e., May I Help You?), and front line staff members will also receive training on the TTY line and procedures, as required.
  • The OFC will help clients access services, whether in person or through remote access (web, telephone, TTY line, etc.)
  • People are welcome to use their own personal assistive devices, such as wheelchairs, scooters, voice-activated computers etc., when using our services.
  • People with disabilities are allowed to be accompanied by their guide dog or service animal in the office and/or are permitted to bring a support person with them while accessing services.
  • The OFC has made a particular effort to make the staff more sensitive to attitudinal barriers, especially in dealing with customers with developmental/intellectual or invisible disabilities.
  • The OFC has developed an Accessible Customer Service policy, and the general public may comment on it. The public can file a complaint or comment through the OFC website, in person, or by telephone, TTY, mail, fax or e-mail. So far, the OFC has not received any complaints or feedback from the general public.

Implementation Timeframe: Ongoing

Information and Communications

The OFC is committed to making its information and communications materials accessible to people with disabilities. The information we provide and the way we communicate it are keys to delivering programs and services to the public.

Actions Planned:

The OFC will continue to do the following:

  • print the TTY number on the OFC’s letterhead, on all staff business cards, and on its website
  • review feedback received regarding accessibility, take action on the feedback, and respond and report as required
  • incorporate accessibility considerations into the preparation of communication materials to ensure that communications products are accessible to everyone
  • use resources of the Ontario Public Service Information and Information Technology, as they become available (e.g., guidelines, e-learning videos, etc.)
  • ensure that accessible formats are available or offered when posting documents on websites or emailing electronic files (attachments) to stakeholders
  • ensure that all staff are kept informed of new directives and best practices

The OFC will complete an audit of the OFC website for accessibility to Web Content Accessibility Guidelines (WCAG) 2.0 Level AA. It will revise content as necessary.

Staff members will include learning about accessible formats in their learning plans, and/or will receive training on producing accessible documents.

Implementation Timeframe: Ongoing


The OFC is committed to fair and accessible employment practices that attract and retain talented employees with disabilities. People with disabilities will know they can participate fully and meaningfully in employment.

Actions Planned:

As part of the hiring process, the OFC will continue to:

  • meet accessibility requirements in hiring, to ensure there are no potential barriers in OFC employment policies, processes and practices for people with disabilities
  • inform candidates that accommodation is available on request
  • provide accommodations to all applicants during the entire hiring process
  • train new staff members, using May I Help You?

All new staff members are encouraged to familiarize themselves with the AODA

Implementation Timeframe: Ongoing

Built Environment

The OFC is committed to greater accessibility in, out of, and around its office. Each office space is designed to accommodate wheelchairs. The location of the office enables a full spectrum of natural light throughout the office.

Actions Planned:

Outside the main entrance door, the OFC will install a phone that visitors can use to contact a staff member. The phone will be installed at a height that accommodates people in wheelchairs.

The OFC will explore the installation of an automatic push button, outside the main entrance of the office, to help people who have reduced mobility or who are in a wheelchair. The OFC currently has a button at the reception desk to unlock the entrance door from the inside.

Implementation Timeframe: 2014


The OFC is committed to integrating accessibility considerations into its procurement processes. Staff members:

  • ask potential vendors to include information about the accessible options they offer
  • include accessibility considerations in their evaluation criteria

Actions Planned:

Employees are encouraged to consider inclusivity when developing Requests for Proposals (RFP).

The OFC will continue to:

  • seek guidance from the Ministry of Government Services for the inclusion of AODA in OFC procurement practices
  • embed accessibility requirements into its RFPs and new contracts, as required
  • discuss with potential suppliers accessible options for the goods and services they are offering
  • include accessibility requirements in the evaluation criteria

Implementation Timeframe: Ongoing

Accessibility Training

Actions Planned:

The OFC will train staff or volunteers, as appropriate to their duties, on the requirements of the IASR and the Ontario Human Rights Code as it pertains to people with disabilities.

In 2013 and beyond, the Executive Director will encourage all staff members to include in their yearly learning plans the e-course that is available through the Centre for Leadership and Learning.

Implementation Timeframe: Ongoing

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Section Three: Review of Acts, Regulations and Policies

The OFCis committed to ensuring that its act (the Fair Access to Regulated Professions and Compulsory Trades Act, 2006) is reviewed for potential accessibility barriers. The OFC will ensure that all avenues are used when reviewing and developing new legislation, regulations and policies.

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Glossary of Terms/Acronyms

AODA – Accessibility for Ontarians with Disabilities Act, 2005
IASR – Integrated Accessibility Standards Regulation
ODA – Ontarians with Disabilities Act, 2001
OFC – Office of the Fairness Commissioner
OPS – Ontario Public Service
RFP – Request for Proposal
WCAG– Web Content Accessibility Guidelines

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How to Contact Us

Questions or comments about the Office of Fairness Commissioner’s accessibility plan are welcome.

General inquiry number: 416-325-9380

General inquiry TTY number: 416-326-6080

General toll-free inquiry number: 1-877-727-5365


Website address:

Visit the Ministry of Economic Development, Trade and Employment’s Accessibility Ontario web portal at: The site promotes accessibility and provides information and resources on how to make Ontario a barrier-free province.

Ce document est disponible en français.

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