Multiyear Accessibility Plan

This Multiyear Accessibility Plan (“Plan”) is prepared in compliance with the "Accessibility for Ontarians with Disabilities Act, 2005" (“AODA”).


The Integrated Accessibility Standards Regulations (“IASR”) under the AODA require that CLAC establish, implement, maintain, and document its accessibility policies and multiyear accessibility plan, which outlines our strategy for preventing and removing barriers for persons with disabilities and to meet our requirements under the IASR.

Statement of Commitment

CLAC is committed to treating people in a way that allows them to maintain their dignity and independence. We believe in inclusion and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the AODA. We welcome feedback in relation to this Plan, in the format most convenient to the person providing feedback. Our Accessibility Policy and Multiyear Accessibility Plan are available on our website at This policy applies to all employees and clients of CLAC, and where appropriate, to any independent contractors working for CLAC.

Customer Service

CLAC is committed to providing accessible customer service to people with disabilities. This means that we will provide goods and services to people with disabilities with the same high quality and timeliness as others.

CLAC will continue to train all Ontario staff on this upon hire, identified further below under Training.

Information and Communications

CLAC is committed to meeting the information and communication needs of people with disabilities by making them accessible. We will continue to consult with people with disabilities to determine their information and communication needs.

Accessible Websites and Content

CLAC’s website and web content have made significant improvements to conform to Level A of the Worldwide Web Consortium’s Web Content Accessibility Guidelines (WCAG 2.0). CLAC will ensure that its websites achieve 85% conformance to WCAG 2.0 Level AA by 2021. Further detail on CLAC’s commitment to digital accessibility is provided in our Accessibility Policy.

Feedback, Accessible Formats, and Communication Supports

CLAC has processes for receiving and responding to feedback, which are accessible to customers with disabilities. Feedback, including complaints, will be accepted in the format most convenient to the person providing feedback, including phone, mail, fax, or email.

Upon request, CLAC will

  • provide or arrange for the provision of accessible formats and communication supports for persons with disabilities, in a timely manner; 
  • consult with the person making the request to determine the suitability of the accessible format or communication supports; and 
  • notify the public regarding the availability of accessible formats and communication supports.

Accessible Emergency Information

CLAC is committed to providing customers and clients with publicly available emergency information in an accessible way upon request. We will also provide employees with disabilities with individualized emergency response information when necessary.


CLAC will provide training to employees on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees. We will keep and maintain a record of the training provided, including the dates that the training was provided and the names of individuals to whom it was provided. CLAC will provide additional training where changes are made to its policies.


CLAC is committed to fair and accessible employment practices. We will take the following steps to notify the public and our employees that, when requested, CLAC will accommodate people with disabilities during the recruitment and assessment processes.


  • Review and, as necessary, modify existing recruitment, assessment, and selection procedures. 
  • Specify that accommodation is available for applicants with disabilities in recruitment-related materials and during scheduling of interviews and assessments. 
  • If an applicant requests accommodation, consult with the applicant and arrange for the provision of suitable accommodation that considers the applicant’s needs due to disability. 
  • Develop and provide appropriate training to employees responsible for recruitment, assessment, selection, and on-boarding to ensure these planned actions are delivered, and accommodation requests are fulfilled in an effective and timely manner.

Informing Employees of Supports and General Provision of Accessible Formats and Communications Supports

  • Provide information as soon as practicable to new employees and inform all employees of any changes with respect to job accommodations for disabilities. 
  • Where an employee with a disability so requests it, CLAC will provide or arrange for provision of suitable accessible formats and communications supports for
  • information that is needed to perform the employee’s job; and
  • information that is generally available to employees in the workplace.

Emergency Information

  • CLAC will provide individualized workplace emergency response information to employees with disabilities if we are aware of the employee’s disability and the need for such accommodation. 
  • If such an employee requires, and consents to, assistance during an emergency, CLAC will provide such assistance and provide the individualized emergency response information to the person designated to assist. 
  • CLAC will provide such information as soon as practicable after CLAC becomes aware of the need for accommodation due to an employee’s disability and review such information when the employee moves to a new location, when the employee’s overall accommodation needs or plans are reviewed, and when CLAC reviews its general emergency response policies.

Document Individual Accommodation Plans/Return to Work from Disability-Related Leaves

  • CLAC will have in place a written process for the development of documented individual accommodation plans for employees with disabilities. 
  • CLAC will review and, as necessary, modify and document existing return to work processes for employees who have been absent from work due to a disability and require accommodation to return to work. CLAC’s existing policies outline steps to be taken to facilitate the return to work of employees because of a disability.

Performance Management, Career Development, and Redeployment

  • CLAC will consider the accessibility needs and individual accommodation plans of employees with disabilities in its performance management process, when providing career development, and when redeploying or reassigning employees with disabilities. 
  • Review and, as necessary, modify existing performance management, career development, and redeployment processes. • Develop and provide appropriate training to managers and other employees responsible for implementing performance management, career development and advancement, and redeployment processes.

Design of Public Spaces

CLAC will meet Accessibility Standards for the Design of Public Spaces when building or making a significant modification to our waiting area. In the event of service disruption, we will notify the public of the service disruption and alternatives available.

For more information on this accessibility plan, please contact Human Resources by email at or 1-877-701-2522