Accessibility Plan

Multi Year Accessibility Plan: 2025-2030

Statement of Commitment

The Commission for Complaints for Telecom-television Services (“CCTS”) is committed to being responsive to the diverse needs of the public and striving to provide all people with an equal opportunity to obtain, use and benefit from its services while allowing each person to maintain their dignity and independence. 

Providing accessible customer service so that people with disabilities can contact us easily and use our services is one of our core values and a key principle in our Operating Principles and Performance Standards. 

The CCTS will apply to each person the key principles of equality, integration, dignity and independence regardless of whether an individual is: 

  • Using our services through telephone or online platforms 
  • Accessing information about the CCTS and our services 
  • Visiting or working within our offices 

Intent

The Multi Year Accessibility Plan outlines the policies and actions that the CCTS has implemented and will put in place to improve opportunities for persons with disabilities in accordance with the requirements set out in the Accessibility for Ontarians with Disabilities Act, 2005 and the Integrated Accessibility Standards, Ontario Regulation 191/11. 

Review and Update

This plan was updated in July 2025 and will be reviewed and updated before July 2030. 

CCTS will take the following steps to prevent and remove accessibility barriers.

Establishment of Accessibility Policies 

Integrated Accessibility Standards

3(1) Every obligated organization shall develop, implement, and maintain policies governing how the organization achieves or will achieve accessibility through meeting its requirements under the accessibility standards referred to in this Regulation.  

(2) Obligated organizations, other than small organizations, shall include a statement of organizational commitment to meet the accessibility needs of persons with disabilities in a timely manner in their policies. 

Action

  • The CCTS plans to review all accessibility policies and practices in 2025-26, and regularly thereafter.
  • The CCTS’ Statement of Organizational Commitment can be found in the Multi Year Accessibility Plan.
  • The CCTS plans to review all accessibility policies and practices in 2025-26, and regularly thereafter.
  • The CCTS’ Statement of Organizational Commitment can be found in the Multi Year Accessibility Plan.

Compliance Status

Completed

Accessibility Plans

Integrated Accessibility Standards

4(1) The Government of Ontario, Legislative Assembly, designated public sector organizations and large organizations shall,   

  • (a) establish, implement, maintain and document a multi-year accessibility plan, which outlines the organization’s strategy to prevent and remove barriers and meet its requirements under this Regulation;  
  • (b) post the accessibility plan on their website, if any, and provide the plan in an accessible format upon request; and  
  • (c) review and update the accessibility plan at least once every five years.  

Action

  • Multi Year Accessibility Plan has been developed outlining CCTS’ strategy to preventing and removing accessibility barriers. The Multi Year Accessibility Plan has been posted on the CCTS’ website and is available in an accessible format on request. The CCTS welcomes feedback and provides a process to do so on our website.
  • The CCTS will review the Multi Year Accessibility Plan annually to identify any necessary changes and to ensure progress. The CCTS will formally review the Multi-Year Accessibility Plan every 5 years.

Compliance Status

Completed

Training

Integrated Accessibility Standards

  • 7(1) Every obligated organization shall ensure that training is provided on the requirements of the accessibility standards referred to in this Regulation and on the Human Rights Code as it pertains to persons with disabilities to,
    • (a) all employees, and volunteers;
    • (b) all persons who participate in developing the organization ‘s policies; and
    • (c) all other persons who provide goods, services, or facilities on behalf of the organization.

Action

  • The CCTS ensures that all directors, staff, volunteers and other individuals who deal with the public or other third parties on the CCTS’ behalf, and all those who are involved in the development and approvals of the CCTS customer service policies, practices and procedures, receive training modelled on the requirements of the Accessibility Standards for Customer Service regulation.
  • All employees also receive training on the Accessibility for Ontarians with Disabilities Act (AODA) and Human Rights Code as it pertains to people with disabilities.
  • Training is provided to all individuals on an ongoing basis with respect to any changes to policies, practices and procedures governing the provision of services to people with disabilities.
  • All CCTS employees receive refresher training on AODA customer service standards. The next refresher training will be completed by December 2025.

Compliance Status

  • Completed and ongoing

Feedback

Integrated Accessibility Standards

  • 11 Every obligated organization that has processes for receiving and responding to feedback shall ensure that the processes are accessible to persons with disabilities by providing or arranging for accessible formats and communications supports, upon request.

Action

  • The CCTS conducts yearly consultations with accessibility groups across Canada to determine how we can continuously improve our service delivery to better serve customers living with disabilities. The CCTS is committed to being responsive to the diverse needs of persons with disabilities.  We therefore welcome and appreciate feedback from the public regarding the accessibility of our services. Our website provides contact information to provide feedback, with multiple means to do so.  Individuals can request accessible formats or communication supports to provide feedback, free of charge.

Compliance Status

  • Completed and ongoing

Accessible formats and communication supports

Integrated Accessibility Standards

12 (1) Except as otherwise provided, every obligated organization shall upon request provide or arrange for the provision of accessible formats and communication supports for persons with disabilities,

  • a) in a timely manner that takes into account the person ‘s accessibility needs due to disability; and
  • b) at a cost that is no more than the regular cost charged to other persons.

(2) The obligated organization shall consult with the person making the request in determining the suitability of an accessible format or communication support.

(3) Every obligated organization shall notify the public about the availability of accessible formats and communication supports.

Action

  • In 2023, the CCTS integrated customer accommodation requests into our intake form and complaints management system. The CCTS continues to review and respond to any accessibility concerns raised by customers.
  • The CCTS’ complaint-handling services are free for all customers, including customers with disabilities. Customers will not incur any costs for accessible formats and communication supports.
  • The CCTS will provide information and communicate with customers, employees and other stakeholders via accessible means and formats.
  • The CCTS website contains details of how customers can contact us using Teletypewriter (TTY) and Video Relay Service (VRS) assistive technologies. CCTS staff will work directly with VRS interpreters to make sure complaints are understood and handled appropriately.
  • The CCTS will continue to, upon request, provide or arrange for the provision of accessible formats and communication supports to persons with disabilities in a timely manner, taking into account the person’s accessibility needs.

Compliance Status

Completed

Accessible websites and web content

Integrated Accessibility Standards

14 Designated public sector organizations and large organizations shall make their internet websites and web content conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, initially at Level A and increasing to Level AA, and shall do so in accordance with the schedule set out in this section.

Action

  • The CCTS is committed to continuous improvement and performs regular accessibility checks of our full website. The CCTS website is scanned for all three levels of WCAG success criteria: A, AA, and AAA. We aim for AA conformance at a minimum and look for AAA compliance wherever possible.
  • We use manual scans and automated tools to review and measure website accessibility against Web Content Accessibility Guidelines (WCAG) standards.
  • We review and assess any identified website deficiencies and plan how to implement improvements.
  • The CCTS follows WCAG guidelines and the Digital Accessibility Toolkit published by the Government of Canada when uploading new documents to our website. All videos posted on our website are provided with ASL/LSQ.

Compliance Status

Ongoing

Recruitment, general

Integrated Accessibility Standards

22. Every employer shall notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment processes.

Action

  • All CCTS job postings state that accommodations are available.

Compliance Status

Complete

Recruitment, assessment or selection

Integrated Accessibility Standards

23 (1) During a recruitment process, an employer shall notify job applicants, when they are individually selected to participate in an assessment or selection process that accommodations are available upon request in relation to the materials or processes to be used.

(2) If a selected applicant requests an accommodation, the employer shall consult with the applicant and provide or arrange for the provision of a suitable accommodation in a manner that takes into account the applicant ‘s accessibility needs due to disability.

Action

  • All CCTS job postings state that accommodations are available. The CCTS reiterates that accommodations are available when contacting candidates for testing and interviews.

Compliance Status

Complete

Notice to successful applicants

Integrated Accessibility Standards

24 Every employer shall, when making offers of employment, notify the successful applicant of its policies for accommodating employees with disabilities.

Action

  • CCTS notifies successful candidates of the availability of accommodation in our letter of offer.

Compliance Status

Complete

Informing employees of supports

Integrated Accessibility Standards

25 (1) Every employer shall inform its employees of its policies used to support its employees with disabilities, including, but not limited to, policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability.

(2) Employers shall provide the information required under this section to new employees as soon as practicable after they begin their employment.

(3) Employers shall provide updated information to its employees whenever there is a change to existing policies on the provision of job accommodations that take into account an employee‘s accessibility needs due to disability.

Action

  • Policies are provided to new employees as part of their onboarding in the Employee Manual.  The CCTS will communicate any changes to policies to all staff.

Compliance Status

Complete

Accessible formats and communication supports for employees

Integrated Accessibility Standards

26 (1) In addition to its obligations under section 12, where an employee with a disability so requests it, every employer shall consult with the employee to provide or arrange for the provision of accessible formats and communication supports for,

  • (a) information that is needed in order to perform the employee ‘s job; and
  • (b) information that is generally available to employees in the workplace.

(2) The employer shall consult with the employee making the request in determining the suitability of an accessible format or communication support.

Action

  • The CCTS has a written standard to aid in the development of individualized accommodation plans and consults with the employee in developing the plan.
  • The CCTS plans to review this standard in 2025-26.

Compliance Status

Complete

Workplace emergency response information

Integrated Accessibility Standards

27 (1) Every employer shall provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary, and the employer is aware of the need for accommodation due to the employee ‘s disability.

(2) If an employee who receives individualized workplace emergency response information requires assistance and with the employee ‘s consent, the employer shall provide the workplace emergency response information to the person designated by the employer to provide assistance to the employee.

(3) Employers shall provide the information required under this section as soon as practicable after the employer becomes aware of the need for accommodation due to the employee ‘s disability.

(4) Every employer shall review the individualized workplace emergency response information,

  • (a) when the employee moves to a different location in the organization;
  • (b) when the employee ‘s overall accommodations needs or plans are reviewed; and
  • (c) when the employer reviews its general emergency response policies

Action

  • The CCTS has a written standard to aid in the development of individualized workplace emergency response plans and consults with the employee in developing this plan.
  • The CCTS plans to review this standard in 2025-26.

Compliance Status

Complete

Documented individual accommodation plans

Integrated Accessibility Standards

28 (1) Employers, other than employers that are small organizations, shall develop and have in place a written process for the development of documented individual accommodation plans for employees with disabilities.  

(2) The process for the development of documented individual accommodation plans shall include the following elements: 

  1. The manner in which an employee requesting accommodation can participate in the development of the individual accommodation plan.
  2. The means by which the employee is assessed on an individual basis.
  3. The manner in which the employer can request an evaluation by an outside medical or other expert, at the employer ‘s expense, to determine if and how accommodation can be achieved.
  4. The manner in which the employee can request the participation of a representative from their bargaining agent, where the employee is represented by a bargaining agent, or other representative from the workplace, where the employee is not represented by a bargaining agent, in the development of the accommodation plan. 
  5. The steps taken to protect the privacy of the employee ‘s personal information.
  6. The frequency with which the individual accommodation plan will be reviewed and updated and the manner in which it will be done. 
  7. If an individual accommodation plan is denied, the manner in which the reasons for the denial will be provided to the employee.
  8. The means of providing the individual accommodation plan in a format that takes into account the employee ‘s accessibility needs due to disability.

(3) Individual accommodation plans shall,  

  • (a) if requested, include any information regarding accessible formats and communications supports provided, as described in section 26;
  • (b) if required, include individualized workplace emergency response information, as described in section 27; and
  • (c) identify any other accommodation that is to be provided.  

Action

  • The CCTS has a written standard to aid in the development of individualized accommodation plans and consults with the employee in developing this plan.
  • The CCTS plans to review this standard in 2025-26.

Compliance Status

Complete

Return-to-work process

Integrated Accessibility Standards

29 (1) Every employer, other than an employer that is a small organization,

  • (a) shall develop and have in place a return-to-work process for its employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work; and
  • (b) shall document the process.

(2) The return-to-work process shall,

  • (a) outline the steps the employer will take to facilitate the return to work of employees who were absent because their disability required them to be away from work; and
  • (b) use individual documented accommodation plans, as described in section 28, as part of the process.

Action

  • The CCTS has a return-to-work process that is compliant with these provisions.

Compliance Status

Complete

Performance management

Integrated Accessibility Standards

30 An employer that uses performance management in respect of its employees shall take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when using its performance management process in respect of employees with disabilities.

Action

  • The CCTS considers an employee’s accessibility needs when conducting performance reviews.

Compliance Status

Complete

Career development and enhancement

Integrated Accessibility Standards

  • 31 An employer that provides career development and advancement to its employees shall take into account the accessibility needs of its employees with disabilities as well as any individual accommodation plans, when providing career development and advancement to its employees with disabilities.

Action

  • The CCTS considers an employee’s accessibility needs when conducting performance reviews and when considering career development opportunities.

Compliance Status

  • Complete

Redeployment

Integrated Accessibility Standards

  • 32 An employer that uses redeployment shall take into account the accessibility needs of its employees with disabilities, as well as individual accommodation plans, when redeploying employees with disabilities.

Action

  • CCTS takes into account the accessibility needs of employees with disabilities and their accommodation plan when redeploying an employee.

Compliance Status

  • Complete