Accessibility Policy
Policy Category: Enterprise Policy
Policy Number: EMP-021.01-P
Policy Sponsor: Chief Communications and Corporate Affairs Officer
Original Date of Approval: December 2, 2019
Date of Posting (This Policy is effective on the date of its posting or as otherwise noted in the Policy): December 4, 2025
Version Approval Date: November 14, 2025
Next Scheduled Year Review: 2028/2029
Table of Contents
1.1 Purpose
1.1.1 Ontario Health policies are an important part of developing an organizational culture that connects and inspires all team members across the province. The foundation of that culture is our shared Vision, Mission, and Values, which help define our unified purpose, set the direction for where we are going as an organization and describe how we will work together to get there.
1.1.2 This Policy sets out how Ontario Health will fulfill its commitment to accessibility in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and the Integrated Accessibility Standards Regulation (“IASR”). This Policy should be read in conjunction with Ontario Health’s Multi-Year Accessibility Plan (“MYAP”).
1.2 Objective
1.2.1 This Accessibility Policy (the “Policy”) is developed to ensure that Ontario Health meets its obligations for accessibility set out in the AODA and its IASR (collectively, “AODA”) and the AODA requirements as they pertain to people with disabilities in the Ontario Human Rights Code. (The Code protects people from discrimination and harassment due to disability in employment, services, goods, facilities, housing, contracts and membership in trade and vocational associations.)
1.3 Statement of Commitment
1.3.1 Ontario Health is committed to respecting the core principles of accessibility legislation: dignity, independence, integration and equal opportunity. We incorporate these principles into its policies, procedures, training and best practices. We strive to ensure that all people in Ontario have access to its services and information when and how they need them.
1.3.2 Ontario Health is dedicated to working with people in Ontario to make accessibility for everyone a reality.
1.4 Scope
1.4.1 This policy applies to all Ontario Health Workers, which includes all persons performing work or providing services for Ontario Health, including unionized and non-unionized employees, board members, secondees, third party service providers, students (as defined by the Occupational Health and Safety Act), contractors, suppliers, volunteers and consultants.
1.4.2 For unionized employees, if any accessibility provisions are stipulated in their collective agreement, they will take precedence over this Policy. Otherwise, this Policy will apply.
1.5 Compliance and Exemptions
1.5.1 Compliance with this Policy is mandatory. Failure to comply with the requirements of this Policy may result in disciplinary action up to and including termination of employment or termination of contract.
1.5.2 If any inconsistency exists between this Policy and the requirements of applicable law, the law will prevail.
1.6 Terminology
This Policy follows certain wording conventions. There are precise requirements and obligations associated with the following terms:
- Must: This requirement is mandatory
- Should: This requirement ought to be adhered to, unless pressing or urgent business needs dictate otherwise and the full implication of non-compliance are understood. Exceptions must be approved by management as modifications to this Policy.
1.6.1 The words “include” and “including” when used are not intended to be exclusive and mean, respectively, “include, without limitation,” and “including, but not limited to”.
1.6.2 Words and terms in this Policy that have meanings differing from the commonly accepted definitions are capitalized and their meanings are set out in Section 4, Definition and Acronyms.
2.1 Multi-Year Accessibility Plan
Ontario Health has, in consultation with persons with disabilities, developed an Accessibility Plan that outlines a strategy to prevent and remove barriers and to address the requirements of AODA. Our Accessibility Plan is available on our website and is available in an Accessible Format upon request. We prepare annual status reports on the measures taken to implement the Accessibility Plan and post them on our website. The Accessibility Plan is reviewed and updated at least every five (5) years, in consultation with persons with disabilities.
2.2 Training
Ontario Health provides training to Ontario Health Workers appropriate to their duties. This training includes information on the requirements of the IASR as set out in this Policy and on the Ontario Human Rights Code, as it pertains to persons with disabilities. Ontario Health Workers will also receive updates when changes are made to this Policy. Worker training records and individual certificates of completion are located in Ontario Health’s Learning Management System (LMS). Training records include:
(a) the dates on which training is provided,
(b) a summary of the contents of the training, and
(c) the number of individuals to whom it was provided..
2.3 Procurement
Where accessibility is relevant to a procurement, Ontario Health will incorporate accessibility design, criteria and features, when procuring or acquiring goods, services or facilities, except where it is not practicable. The Ontario Health Supply Chain Department ensures that all selected vendors are aware of the need to provide accessible goods and services on behalf of Ontario Health, where practicable. Where it is not practicable to do so, the Supply Chain Department will provide an explanation upon request.
2.4 Information and Communications
2.4.1 Accessible Formats and Communication Supports
Ontario Health notifies the public about the availability of Accessible Formats and Communication Supports. Upon request, we will, in a timely manner and at no additional cost, provide or arrange for the provision of Accessible Formats and Communication Supports unless it is not practical or possible to do so.
Ontario Health consults with requestors to determine the most appropriate Accessible Format or Communication Support. If we determine that the requested information or communications cannot be made accessible, the requester will receive (a) an explanation as to why, and (b) a summary of the unconvertible information or communications in an accessible format.
2.4.2 Feedback
Ontario Health processes for receiving and responding to feedback include accessible options for persons with disabilities. Any individual can submit feedback to us by phone (or TTY), email, in person or by mail at the details provided here: www.ontariohealth.ca/accessibility.
2.4.3 Website
To be accessible, information added to Ontario Health Websites, including web-based applications and web content, whether controlled directly or indirectly, must conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, Level AA at a minimum.
2.4.4 Emergency Information
Upon request, Ontario Health will provide, as soon as practicable, an Accessible Format or appropriate Communication Support for emergency procedures, plans or safety information that is available to the public.
2.5 Employment Standards
2.5.1 Recruitment
Accommodations are available for applicants with disabilities in the Ontario Health recruitment process. Information about accommodations is available to applicants as part of the recruitment process.
2.5.1.1 Application Process
Accommodations are provided through the application and interview process. Applicants can request accommodation to participate in the application and overall recruitment process by emailing careers@ontariohealth.ca. A member of the recruitment team will connect with the applicant within 48 hours.
2.5.1.2 Assessment or Selection Process
Applicants selected to participate in an assessment or selection process can request and receive accommodations for the related materials or processes. The applicant’s accessibility needs will be taken into account in determining suitable accommodations.
2.5.1.3 Notice to Successful Applicants
Successful applicants will receive Ontario Health’s Accommodation Policy along with their offers of employment.
2.5.2 Informing Employees of Supports
Ontario Health informs its employees about its policies, (and updated policies) to support employees with disabilities, including policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability. This information is provided to new employees as soon as practicable after they begin employment.
2.5.3 Accessible Formats and Communication Supports
Upon the request of an employee with a disability, Ontario Health will consult with the employee to provide, or arrange for the provision of, Accessible Formats and Communication Supports for information the employee needs to perform their job, and information that is generally available to other employees. In determining the suitability of an Accessible Format or Communication Support, we will consult with the employee making the request.
2.5.4 Workplace Emergency Response Information
2.5.4.1 Individualized Information
Individualized workplace emergency response information is available to Ontario Health employees if the organization is aware of the need for accommodation due to an employee’s disability. This information will be provided as soon as practicable after becoming aware of the need for accommodation.
2.5.4.2 Employees Requiring Assistance
The person designated by Ontario Health to provide assistance to another employee will receive a copy of the workplace emergency response information with the employee’s consent.
2.5.4.3 Reviewing Individualized Information
The individualized workplace emergency response information is reviewed when the employee moves to a different location, their overall accommodations needs or plans are reviewed, or the organization reviews its general emergency response policies.
2.5.5 Individual Accommodation Plans (“IAPs”)
A written process is available for the development of documented IAPs for employees with disabilities. IAPs contain information about:
(a) the Accessible Formats and Communications Supports provided (if requested),
(b) individualized workplace emergency response information (if required), and
(c) any other accommodation that is to be provided to the employee.
The process for developing IAPs is outlined in the Ontario Health Accommodation Policy.
2.5.6 Return to Work
Ontario Health maintains a documented return-to-work process for its employees who have been absent from work due to a disability and who require disability-related accommodations to return to work. The return-to-work process outlines the steps we take to facilitate the return to work and will include documented IAPs as part of the process. This process does not replace or override any other return-to-work process created by or under any other statute.
2.5.7 Performance Management and Career Development
Ontario Health takes into account the accessibility needs of employees with disabilities, as well as IAPs, when conducting Performance Management and providing Career Development and Advancement opportunities to employees.
2.6 Customer Service Standards
2.6.1 Accessible Services
Ontario Health policies and procedures for providing Ontario Health services to persons with disabilities are consistent with the following core principles:
- Dignity and independence;
- Integrated services;
- Equal opportunity; and
- Tailored approaches to accessibility
The public is notified on the Ontario Health website (ontariohealth.ca/accessibility) that these policies and procedures are available upon request.
Refer to the related Accessible Customer Services Procedure in the Ontario Health Accessibility Procedure for more details.
2.6.2 Accessible Communication
When communicating with persons with disabilities, Ontario Health will take into account the ways in which individuals express, receive and process information without making any assumptions about a particular disability.
2.6.3 Service Animals
People who use a Service Animal can have their Service Animal with them on Ontario Health Premises, except where excluded by law.. Where a person’s Service Animal is excluded by law, we will make reasonable efforts to provide Ontario Health services to such individual via alternate means.
Refer to the related Service Animal Procedure in the Ontario Health Accessibility Procedure for more details.
2.6.4 Support Persons
People with disabilities can be accompanied by a Support Person when on Ontario Health Premises and will not be prevented in any way from having access to their Support Person.
Refer to the related Support Person Procedure in the Ontario Health Accessibility Procedure for more details.
2.6.5 Assistive Devices
People with disabilities can use their Assistive Devices when on Ontario Health Premises. Ontario Health will strive to ensure people with disabilities can obtain, use or benefit from Ontario Health services whenever practicable, whether or not they use an Assistive Device.
2.6.6 Training
Ontario Health Workers receive training on how to provide customer service to persons with disabilities.
Refer to the related Customer Service Training Procedure in the Ontario Health Accessibility Procedure for more details.
2.6.7 Notice of Temporary Service Disruption
Ontario Health provides public notice on its website, or in a conspicuous place at affected Ontario Health Premises, when any Ontario Health facility or service is temporarily unavailable. Such public notice might relate to facility renovations or repairs, including maintenance of elevators or accessible washrooms. This notice includes the reason for the disruption, anticipated duration and a description of alternative facilities, if available.
Refer to the related Temporary Service Disruption Procedure in the Ontario Health Accessibility Procedure for more details.
2.6.8 Feedback Process
Ontario Health ensures that individuals can provide feedback about the accessibility of the way we provide Ontario Health services to persons with disabilities, and feedback about the accessibility of the feedback process. Information about how to provide feedback and the availability of Alternative Formats and Communication Supports is posted on the Ontario Health website at https://www.ontariohealth.ca/accessibility.
Refer to the related Feedback Procedure in the Ontario Health Accessibility Procedure for more details.
2.6.9 Documentation
Ontario Health Customer Service Documents are available upon request. If an Accessible Format or Communication Support for a Customer Service Document is requested, it will be provided in a timely manner and at no additional cost. We will consult with the person making the request to determine the most appropriate Accessible Format or Communication Support.
For all related Accessibility procedures, please refer to the Ontario Health Accessibility Procedure.
3.1 Chief Executive Officer
3.1.1 Approve this Policy.
3.1.2 Ensure implementation of this Policy.
3.2 Chief Communications and Corporate Affairs Officer
3.2.1 Ensure compliance with the requirements of this Policy.
3.2.2 Ensure this Policy is reviewed every three years and that this Policy, and any associated training materials, are updated as necessary, including for any changes to AODA.
3.3 Senior Leadership Team Members
3.3.1 Support this Policy.
3.3.2 Implement this Policy and develop or amend applicable Portfolio/Regional procedures or documents in order to adhere to this Policy.
3.3.3 Approve accessibility reports as required.
3.4 Ontario Health Accessibility Working Group
3.4.1 Review and update this Policy every three years.
3.4.2 Review and update the Multi-Year Accessibility Plan every five years.
3.4.3 Track and report annually on progress against the Multi-Year Accessibility Plan.
3.4.4 Review and update the Accessibility Procedures as needed.
3.5 People Leaders
3.5.1 Comply with rules of this Policy.
3.5.2 Raise awareness to facilitate understanding of this Policy.
3.5.3 Participate in and facilitate workplace accommodation plans, including development of contingency plans.
3.5.4 Complete required training for Managers/Supervisors.
3.6 All Ontario Health Employees
3.6.1 Ensure they understand the intent of this Policy.
3.6.2 Comply with the rules of this Policy.
3.6.3 Complete required training.
Accessibility Plan –means Ontario Health’s Multi-Year Accessibility Plan, which outlines the specific measures taken by Ontario Health to identify and reduce accessibility barriers and achieve compliance with the requirements of AODA.
Accessible Formats –means alternative formats that are accessible to persons with disabilities, including braille, accessible audio, large print, text transcripts of visual and audio information, and other formats usable by persons with disabilities.
AODA –means the Accessibility for Ontarians with Disabilities Act, 2005, including the Integrated Accessibility Standards Regulation (IASR).
Assistive Device –means a device that helps people accomplish day-to-day functions. These include wheelchairs, hearing aids, adaptive computer technologies, ventilators, walkers, crutches and personal sound amplification devices.
Career Development and Advancement – means providing additional responsibilities within an employee’s current position and the movement of an employee from one job to another that may be higher in pay, provide greater responsibility or be at a higher level or any combination of them and, for both additional responsibilities and employee movement, is usually based on merit or seniority, or a combination of them.
Communication Supports – means supports that individuals with disabilities may need to access information. These include captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications.
Communications – means the interaction between two or more persons or entities, or any combination of them, where information is provided, sent or received.
Disability – means:
- any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness,
- a condition of mental impairment or a developmental disability,
- a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
- a mental disorder, or
- an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
Employee – means a person employed and compensated by Ontario Health as an Employee, and is classified as either Permanent Full-Time, Permanent Part-Time, Temporary Full-Time, Temporary Part-Time, Paid Student or Casual. A Consultant or Contractor is not an Employee.
IAP – means an individual accommodation plan, as described in [TAG: ANCHOR LINK] Section 2.5 Employment Standards.
IASR – means the Integrated Accessibility Standards Regulation under AODA, which establishes various accessibility standards, including those related to information and communications, employment, transportation, design of public spaces and customer service.
Learning Management System (LMS) – means a software application for the administration, documentation, tracking, reporting, automation, and delivery of educational courses, training programs, materials or learning and development programs.
Mobility Aid – means a device used to facilitate the transport, in a seated posture, of a person with a disability.
Mobility Assistive Device – means a cane, walker or similar aid.
Ontario Health Customer Service Documents – means all documents, policies, procedures and guidelines related to Ontario Health’s compliance with the Customer Services Standards under AODA.
Ontario Health Premises – means all locations leased by Ontario Health and open to the public in which Ontario Health services are provided.
Ontario Health Workers – means all persons performing work or providing services for Ontario Health, including unionized and non-unionized employees, board members, secondees, third party services providers, students (as defined by the Occupational Health and Safety Act), contractors, suppliers, volunteers and consultants.
Performance Management – means activities related to assessing and improving employee performance, productivity and effectiveness, with the goal of facilitating employee success.
Service Animal – means any animal used by a person with a disability:
- if it is readily apparent that the animal is used by the person for reasons relating to their disability, or
- if the person provides a letter from a regulated health professional confirming that the person requires the animal for reasons relating to their disability. Support Person – means a person who accompanies a person with a disability in order to help with communication, mobility, personal care or medical needs or with access to goods, services or facilities.
Unconvertible – Unconvertible means:
- it is not technically feasible to convert the information or communication, or
- the technology to convert the information or communications is not readily available.
Website – means a collection of related web pages, images, videos or other digital assets that are addressed relative to a common Uniform Resource Identifier (URI) and is accessible to the public.
This Policy is to be reviewed regularly and at least within three years of its latest review date or earlier if necessary.
- Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and Integrated Accessibility Standard Regulation (IASR)
- Ontario Health Accessibility Procedure
- Ontario Health Accommodation Policy
- Ontario Health Multi-Year Accessibility Plan (“MYAP”)
- Ontario Human Rights Code
- Workplace and Safety Insurance Act
Not applicable.
The following were consulted in the development of this Policy:
- Communications and Corporate Affairs
- Digital Excellence in Health
- Facilities
- Human Resources
- Legal
- Provincial Equity Office
- Risk and Compliance
- Supply Chain
December 2019: The original policy was approved on December 2019.
August 2023: The policy was reviewed and updated in August 2023. It was approved on November 3, 2023, by the Chief Executive Officer.
August 2025: The policy was reviewed and updated in August 2025. It was approved on November 11, 2025 by the Chief Executive Officer.
Description of August 2025 Changes by Section
Global
Updated Policy Sponsor title to align with Portfolio name change: Change from Chief Communications and Engagement to Chief Communications and Corporate Affairs Officer.
All references to OH are spelled out as Ontario Health across all sections of the Policy.
The following AODA requirements, which are not applicable to Ontario Health, were taken out from the Policy:
- Design of Public Spaces
- Transportation
If these requirements become applicable to Ontario Health, the Policy will be immediately updated.
Procedural sections have been moved from the Policy to the Ontario Health Accessibility Procedures document.
Section 1 Purpose, Objectives and Scope
Section 1.1 Purpose:
- Updated Vision, Mission, Values link
- Removed Ontario Health mandate statement
Updated 1.1.2 for clarity
Section 1.3 Statement of commitment: Changed Ontarians to people in Ontario, which aligns with Ontario Health’s writing style guide.
Section 1.4.1: Updated the scope to include all Workers with a description in the Definition and Acronym section
Section 1.5 Compliance and Exemptions:
- Updated as follows to align with Policy template language: Compliance with this Policy is mandatory. Failure to comply with the requirements of this Policy may result in disciplinary action up to and including termination of employment or termination of contract.
Edited 1.5.2 to simplify language and reduce repetition.
Section 2 Requirements
Copy edits made to align with Ontario Health’s writing style guide.
Section 2.2 Training: Updated language to “appropriate to their duties” to align with AODA.
Section 2.3 Procurement: Added “except where it is not practicable,” and made other copy edits for clarity.
Section 2.4.2 Feedback: Revisions made to better align with the relevant section of AODA.
Section 2.4.3: Changed Internet Website to Website.
Section 2.5 Employment Standards: Added sub-section 2.5.1.1 Application Process.
Section 2.6 Customer Service Standards:
- Section 2.6.1 Accessible Services: Revised to better align with Customer Service Standards requirement.
- Section 2.6.8 Feedback: Changed heading to “Feedback Process” to differentiate from section 2.4. Edited copy to better align with section 80.50 of the IASR.
Section 2.6.9 Documentation: Edits made for clarity.
Section 3 Responsibilities
Section 3.2: Changed title of the Policy Sponsor from Chief of Communications and Engagement to Chief of Communications and Corporate Affairs to align with the Portfolio name.
Section 3.2.2: Review cycle of the Policy is changed from two years to three years. If rules and regulations of AODA and IASR are materially changed, then the Policy will have to be updated immediately.
Section 3.4:
3.4.1: Changed review cycle from two to three years.
Added two Ontario Accessibility Working Group roles:
- 3.4.3 Track and report annually on progress against the Multi-Year Accessibility Plan.
- 3.4.4 Review and update the Accessibility Procedures as needed.
Section 4 Definitions and Acronyms
Updated definitions for better alignment with AODA or other Ontario Health policies.
Removed definitions for terms no longer used in the policy.
Added definition for Ontario Health Workers.
Section 5 Review Cycle:
Changed from two to three years.
Section 6 References:
Added two references.
Section 8 Policy Consultations
The following additional Ontario Health Portfolios were consulted in the review and revisions of this Policy:
- Digital Excellence in Health
- Provincial Equity Office
Last Updated: December 18, 2025