AODA accessibility policies: turn written commitments into practice

Match documentation to the organization’s size

Covered businesses and non-profits need accessibility policies. Organizations with fewer than 50 employees are not generally required to document those policies under the general policy requirement, although writing them down can support implementation and training.

At 50 or more employees, written policies and a public statement of commitment are required. The policies should be consistent with dignity, independence, integration and equal opportunity. Check the applicable customer-service documentation requirements as well as the general policy requirement.

Make customer-service arrangements usable

Review how people use your goods, services or facilities. This can involve assistive devices, service animals, support persons, accessible communication and notices when services or facilities that people with disabilities rely on are temporarily disrupted.

A blanket statement that assistance is available is not enough operational detail. Staff should know whom to contact, how to communicate effectively and how to handle a situation requiring clarification. Keep exceptions and any legal limits case-specific rather than inventing broad exclusions.

• Identify the actual support and feedback channels.
• Explain how accessible formats or communication supports can be requested.
• Keep temporary-disruption information accurate and specific.
• Train the people who implement the arrangements.

Use the preparation pack without inventing practices

The tool’s checks and worksheets help organize policy and process preparation; they do not generate an adopted accessibility policy. If a feedback channel, responsible role or implementation step has not been confirmed, record it as unresolved rather than claim that it exists.

Before adopting a policy, the responsible organization must confirm that its wording matches its practices and the applicable requirements. Review public contact information, accessible-format arrangements and staff instructions. Never publish employee accommodation or medical details as part of a public policy.

Evidence that makes a policy useful

Useful evidence may include an approved policy, a record of how it was communicated, a working feedback channel and training records where required. Store only what is appropriate and restrict access to sensitive operational records.

For example, a fictional retailer might verify its public feedback email, train staff on the request process and test that an alternative-format request reaches the correct role. This is more meaningful than changing the date on a policy without checking how the process operates.

Official sources and scope

• Ontario: creating accessibility policies
• Ontario: accessible customer service and other duties
• IASR: general and customer-service standards

General information, not legal advice or a compliance certificate. Check coverage, governing requirements and actual implementation. A report-preparation pack is not an official filing. Individual circumstances and specialist standards may require qualified advice.