Policy Number 113
Policy Name


Accessibility Policy
Date approved: December 15, 2011 By Amanda Carvalho
Date Effective December 22, 2011
Manual: Student Handbook


Record of Policy Changes
Date Approved By Information Changed
February 10, 2012 Sean Grant Updated format, added record of policy changes table
September 1, 2022 Sean Grant Updated email address
November 29, 2022 Sean Grant Updated policy title from AODA Customer Service Standard
December 1, 2022 Sean Grant Updated communication, training, service animals, and feedback sections. Added, information and communication, changes to existing policies, and employment sections.


CTS Canadian Career College is committed to excellence in serving all customers including people with disabilities.  The purpose of this policy is to ensure all CTS Canadian Career College programs and services are accessible to everyone in accordance with Ontario Regulation 429/07 Accessibility Standards for Customer Service.  This policy applies to all goods and services that are delivered by CTS Canadian Career College, by any means including in person, by telephone, electronically, by mail, visually, orally or by written means.

Assistive Devices

  • We will ensure that our staff members are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.


  • We will communicate with people with disabilities in ways that consider their disability.

Information and Communication

  • We have a process for receiving and responding to feedback and the process is accessible to persons with disabilities upon request.
  • We communicate with people with disabilities in ways that consider their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports:
  • in a timely manner, considering the person’s accessibility needs due to disability; and
  • at a cost that is no more than the regular cost charged to other persons.
    • We will consult with the person making the request in determining the suitability of an accessible format or communication
    • If the organization determines that information or communications are unconvertible, the organization shall provide the
    • requestor with:
    • a) an explanation as to why the information or communications are unconvertible; and
    • b) a summary of the unconvertible information or communications.
    • We notify the public about the availability of accessible formats and communication supports by
    • We will also meet internationally-recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements
    • in accordance with Ontario’s accessibility laws.


  • Customer feedback will help us identify barriers and respond to concerns. Customers who wish to provide feedback on the way CTS Canadian Career College provides goods and services to people with disabilities can do so in person, by telephone, by email to suggestions@ctsccc.com, in writing to be placed in the suggestion box at the respective campus, and at the end of the program on the facilities questionnaire.
  • All feedback, including complaints, will be reviewed and referred to the campus director, campus coordinator or head office representative for review and follow up. Customers can expect to hear back in two weeks.
  • Complaints will be addressed according to our organization’s regular complaint management procedures.

Service Animals

  • We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public, as well as to classrooms unless the animal is otherwise excluded by law.
  • When we cannot easily identify that an animal is a service animal, our staff may ask for documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
  • A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.
  • A regulated health professional is defined as a member of one of the following colleges:
  • College of Audiologists and Speech-Language Pathologists of Ontario
  • College of Chiropractors of Ontario
  • College of Nurses of Ontario
  • College of Occupational Therapists of Ontario
  • College of Optometrists of Ontario
  • College of Physicians and Surgeons of Ontario
  • College of Physiotherapists of Ontario
  • College of Psychologists of Ontario
  • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

Support Persons

  • A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
  • Fees will not be charged for support persons for admission to CTS Canadian Career College’s premises.

Notice of Temporary Disruptions

  • In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, CTS Canadian Career College will notify customers promptly through a clearly posted sign.
  • This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
  • The notice will be placed on the bulletin board at the respective campus.


  • CTS Canadian Career College will provide training to employees, volunteers and others who deal with the public, as well as employees who are involved in developing policies, practices and procedures.
  • In addition, we will train:
  • All person who participate in developing the organization’s policies; and
  • All other persons who provide goods, services or facilities on behalf of the organization.
    • We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies
    • We maintain records of the training provided including the dates on which the training was provided and the number of individuals to whom it was provided
    • Training of our employees and volunteers on accessibility relates to their specific roles will include:
  • Purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standards;
  • CTS Canadian Career College’s accessible customer service plan (Policy and Procedure), as well as all resources and documents available for use;
  • How to interact and communicate with people with various types of disabilities;
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person;
  • How to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities.
  • What to do if a person with a disability is having difficulty in accessing CTS Canadian Career College’s goods and services.


  • We notify employees, job applicants and the public that accommodation can be made during recruitment and hiring. We notify job applicants when they are individually selected to participate in an assessment or selection process that accommodation is available upon request. We consult with the applicants and provide or arrange suitable accommodation.
  • We notify successful applicants of policies for accommodating employees with disabilities when making offers of employment.
  • We notify staff that support is available for those with disabilities as soon as practicable after they begin their employment. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that take into account an employee’s accessibility needs due to a disability.
  • We will consult with employees when arranging for the provision of suitable accommodation in a manner that considers the accessibility needs due to disability. We will consult with the person making the request in determining the suitability of an accessible format or communication supports specifically for:
  • information that is needed in order to perform the employee’s job; and
  • information that is generally available to employees in the workplace
    • Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. With the employee’s consent, we will provide workplace emergency information to a designated person who is providing assistance to that employee during an emergency.
    • We will provide the information as soon as practicable after we become aware of the need for accommodation due to the employee’s disability.
    • We will review the individualized workplace emergency response information:
  • when the employee moves to a different location in the organization;
  • when the employee’s overall accommodations needs or plans are reviewed; and
  • when the employer reviews its general emergency response policies.
    • We have a written process to develop individual accommodation plans for employees.
    • We have a written process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work.

Changes to Existing Policies

  • Any policies of this organization that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.
  • This document is publicly available. Accessible formats are available upon request..