Accessible formats and communications support policy

Policy No: G00-23
Effective date: December 9, 2025

Tab: General Government
Section: General
Subject: Accessible Formats & Communication Supports

A. Purpose

This policy outlines Peel Region’s responsibilities under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) specifically section 12 of the Integrated Accessibility Standards (IASR), Regulation 191/11, which requires that upon request, Peel shall provide or arrange for the provisions of Accessible Formats and Communication Supports for persons with disabilities as it relates to information about regional goods, services or facilities.

This policy is intended to provide employees with assistance in responding to requests for:

Documents in Accessible Formats; and/or Information provided through or with a Communication Support.
This policy is also intended to ensure that Peel Region meets the information and communication needs of all employees with disabilities as required under the IASR Employment Standards.

References: Accessibility for Ontarians with Disabilities Act, 2005 (AODA)

B. Scope

This policy applies to all Peel employees, volunteers, consultants and contractors who produce information and communication materials on behalf of Peel Region.

This policy shall be interpreted consistent with the:

In addition, this policy shall be interpreted consistent with the following policies and by-law:

G00-20 Accessibility Policy
G00-18 Accessible Customer Service Policy
Peel Region Procurement By-law 45-2023
TransHelp Policies
HR03-32 Accommodation for Persons with Disabilities
I10-01-13 Digital Accessibility Policy

C. Definitions

Accessible format: Accessible formats may include, but are not limited to, large print, recorded audio and electronic formats, braille and other formats usable by persons with disabilities. It means providing information in a different form that accommodates the specific needs of a person with a Disability, ensuring equal access to content, services, or communication.

Assistive devices: Technical aids, communication devices, or medical aids modified or customized for use in increasing, maintaining or improving the functional ability of a person with a Disability. These may include, but are not limited to, wheelchairs, walkers, white canes, note taking devices, portable magnifiers, recording machines, assistive listening devices and personal oxygen tanks. A person with a Disability may bring their own Assistive Devices or the devices may be available on the premises.

Barriers: Barriers can include attitudinal, technological, physical, information/communication, organizational/systemic, financial and social.

Communication supports: Tools to facilitate effective communications with persons with disabilities. These may include, but are not limited to, captions, TTY/Bell Relay Service, text within images, plain language and sign language.

Disability: As defined in the Human Rights Code:

Any degree of physical Disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
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.

Municipal Goods, Services, or Facilities: Goods, services or facilities provided by Peel or a Third-Party Service Provider on behalf of Peel.

Third Party Service Provider: An individual, an agency or an organization that is responsible for delivering goods or services on behalf of Peel Region. These may include, but are not limited to, contractors and vendors.

D. Policy

Employees shall utilize this policy to ensure that Peel Region meets the information and Communication Support needs of its employees and customers who use alternate methods to access information. Peel Region must ensure that such accessibility is considered for its customers as well as employees when acquiring goods and delivering Peel Region programs and services.
Employees shall make every reasonable effort to meet the Communication Support needs of customers and employees. Communication Supports may include, but are not limited to, TTY/Bell Relay Service, sign language, reading printed material out loud, and offering alternate communication methods. If a program area offers any equipment or devices for persons with disabilities, make sure employees know how to use them.
Employees shall consider accessibility of web materials publications, presentations, tools, videos, and documents produced during their design and development stages. All efforts must be made to develop assets in such a way that it reduces Barriers in the original source document to provide an inclusive user experience.
Processing requests for accessible formats:
Requests for an Accessible Format or Communication Support can be submitted by members of the public or through an employee person, either in person, by writing, by phone/TTY, or by electronic formats such as email or service request. Requests are submitted by completing the Online Request Form located on peelregion.ca/about/accessibility. The Accessibility Planning Program will receive the request, record it, and forward it to the program area responsible for the requested publication, presentation, tool, video or document. The request is to be responded to by the appropriate operational employee within a timely manner.
Timeframe:
1. The timeframe to convert publications, presentations, tools, videos and documents into an Accessible Format or arranging for various Communication Supports, can vary depending on the type of format requested. When an employee receives a request, the size, complexity, quality of source publications, presentations, tools, videos or documentation, and the number of documents required conversion must be considered in determining the time frame to complete the conversion. Requests shall be completed in a timely manner. The requester shall be provided with an update of an anticipated completion time.
2. If a request is being made to access materials which are part of public consultation and have a fixed timeframe for the public to provide comments, employees must consider these time constraints when processing requests.
Cost of Conversion:
1. When a member of the public requests a Peel Region document in an Accessible Format or information with a Communication Support, the department of origin is responsible for the cost of conversion, materials and distribution of information.
2. Once the appropriate format or support is determined with the requestor, an employee shall provide or arrange for the provision of the Accessible Formats and/or Communication Support for persons with disabilities.
3. If an employee member determines that information is unconvertible, they shall, in consultation with their manager, provide the person requesting the information or communication with:
  1. A written explanation as to why the information or communications are unconvertible; and,
  2. A summary of the unconvertible information or communication.
4. When needed, the Accessibility Planning Program will assist program employees to help determine if information can be converted.
Monitoring/Contraventions:
Supervisors and managers shall monitor current practices to ensure compliance. Failure to comply with the AODA regulations may result in provincial administrative penalties and all efforts must be made to avoid such penalties.

E. Responsibilities

Accessibility Planning Program:

Receiving the requests submitted through the Online Request Form.
Keeping a non-identifying log of information about requests received and actioned.
Forwarding the request to the appropriate department or program area that owns or manages the requested information or communication.
Providing advice to assist with meeting AODA requirements under the Information and Communications standards of the IASR.
Monitoring compliance with this procedure on an annual basis.

Program Areas:

When a member of the public requests a document in an Accessible Format or with a Communication Support, the department or division that owns or manages the requested communication including, but not limited to, publications, presentations, tools, videos, and documents, is responsible for:

Providing the accommodation by arranging for the provision of an Accessible Format or Communication Support in a timely manner.
Not charging more than the regular cost that is charged to other persons.
Ensuring that accessibility is built into the design of documents and communication material..
Reaching out to the third-party to request an Accessible Format or Communication Support, if the document or information was produced by a third party on behalf of Peel Region.
Cover the costs associated with the remediation of non-accessible files on External Websites.
If a program area offers any equipment or devices for persons with disabilities, ensuring employees know how to use the equipment or devices that they offer.
Follow up with Accessibility Planning Program on action taken for their record keeping.

Directors:

Creating and maintaining regional goods, services or facilities free from discrimination toward persons with disabilities.
Budgeting for the costs associated with Accessible Formats and Communication Supports of materials originating from their departments.
Monitoring situations where requests for Accessible Formats and Communication Supports have been made.

Managers and Supervisors:

Creating and maintaining Peel Region goods, services or facilities free from discrimination toward persons with disabilities by making alternative formats available when requested.
Ensuring employees are aware of this policy.
Tracking costs associated with requests.
Ensuring employees are working with the resident or Peel Region employee to determine the best approach to meet their accessible format and/or Communication Support request.

Communications Division:

Management team is responsible for educating their employees on the policy guidelines, including Peel’s requirements under the Accessibility for Ontarians with Disabilities Act (AODA).
Ensuring their client groups are aware of Peel Region’s obligations under the AODA and guide them to produce all outward facing and internal information releases, posted electronically or via print, such as media releases, flyers, promotional and educational brochures, reports, etc. with accessibility features built into the original source files.
Understand accessibility standards, best practices and resources. Support program areas by advising and complying to accessibility standards when assisting clients with communication requests.
Ensuring that following best practices are considered by client groups when assisting program areas with their communication requests:
1. Ensure program areas are aware of the Digital Accessibility Policy and best practices.
2. Use of plain, clear and concise language.
3. Provide sufficient color contrast for text and images.
4. Create consistent and clean layouts for printed content.
5. Adheres to the Peel Region Editorial Style Guide.
6. Ensure information is created with accessible features used within the source document.

Third party service providers:

Providing accessible documents and assets that comply with Peel Region’s Digital Accessibility Policy in a timely manner.

Resource guide for accessible formats:

For a list of available resources, visit Digital Accessibility at Peel.

Approval source: CAO Directive C16-02, C25-18
Original approval date: April 20, 2016
Last review/update: December 9, 2025
Effective date: December 9, 2025
Responsibility: Program Director, Culture & Inclusion
Revision details: Policy updated to modernize Peel’s Accessible Formats and communications supports (C25-18 – December 9, 2025).