Accessibility Policy

eCompliance is committed to providing a respectful, accessible, and inclusive environment for all our employees and clients in the Province of Ontario. Our goal is to meet the standards outlined in the province’s Accessibility for Ontarians with Disabilities Act (AODA) and to break down barriers to services and employment opportunities provided by eCompliance.


The purpose of the Accessibility for Ontarians with Disabilities Act (AODA) is to remove barriers for people with disabilities and to work towards achieving a fully accessible Ontario by 2025. All organizations in Ontario with one or more employees must adhere to the following Accessibility

Standards as compliance dates come into effect:
• Integrated Accessibility Standards Regulation (IASR) (Ontario Regulation 191/11)
• Customer Service ○ Information and Communications
• Employment
• Transportation
• Design of Public Spaces (Built Environment)

What is Considered a Disability Under the AODA and It’s Standards?

The AODA uses the same definition of “disability” as the Ontario Human Rights Code, which includes both visible and invisible disabilities. All disabilities – whether temporary, short-term, long-term, or permanent – are included in this definition. It is important to understand that the emphasis of the AODA is not on specific disabilities but is on removing barriers to accessibility of goods and services.

Some Examples Of Types Of Disabilities Covered By The Aoda Include:

• Mobility
• Vision
• Hearing
• Speech or communication
• Mental health
• Developmental or intellectual
• Chronic diseases or conditions

Guiding Principals

The principles of the AODA assist eCompliance and its employees in taking reasonable efforts and making decisions to ensure that services are as accessible and inclusive as possible. The four guiding principles of the AODA focus on recognizing that all people with disabilities are entitled to:
• Independence – Independence means creating an environment in which people with disabilities are able to do things on their own, without unnecessary help or interference from others.
• Dignity – Treating people with dignity means not treating people with disabilities as an afterthought or forcing them to accept lesser quality or convenience, but instead enabling people with disabilities to maintain self-respect and the respect of others.
• Integration – Integration allows people with disabilities to benefit from the same interactions in the same place and in the same or similar ways as people without disabilities.
• Equal opportunity – Equal opportunity means ensuring that people with disabilities are afforded the same choices, benefits, and opportunities as people with disabilities.


This Accessibility Policy is intended to fulfill the policy requirements of the Integrated Accessibility Standards Regulation (IASR) (Ontario Regulation 191/11).


This policy applies to all employees and others who are working with eCompliance and involved in delivering goods and services.

Availability of AODA Accessibility Policy

All relevant documents required by the Customer Service Standard, including the Accessibility Policy, will be made available upon request. The Accessibility Policy is included as part of employee training.

Assistive Devices

eCompliance employees will provide and communicate reasonable measures so that clients with disabilities may use their own personal assistive devices (for example, hearing aids, wheelchairs, walkers, oxygen tanks) as required to access eCompliance facilities and services.

In addition, staff are provided with training regarding how to operate and provide support with any assistive devices provided by eCompliance.

Communication and Format Of Documents

eCompliance employees will communicate with people with disabilities in a manner that considers their disability.

Documents will be provided to people in accessible formats that consider their disability and information needs.

Notice of Disruption of Services

In the event of temporary disruptions to the accessibility of eCompliance facilities or services, all reasonable efforts will be made to provide advance notice. This will include communicating information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

In some circumstances, such as in a situation of unplanned or emergency temporary disruptions, advance notice might not be possible, but notice will be provided as soon as possible.

When disruptions occur, eCompliance staff will make every effort to provide notice by:
• posting Notice of Disruption of Services notices in conspicuous places including at the point of disruption, at the main entrance, at the nearest entrance to the service disruption, and/or on the eCompliance website; and by
• any other method that may be reasonable under the circumstances.

A procedure addressing Notice of Disruption of Services will include relevant information describing:
• under what circumstances notice will be provided about a temporary disruption,
• where notice will be posted,
• what steps will be taken when an unexpected disruption occurs,
• information that will be included in the notice of a temporary disruption, and
• any alternative facilities or services, if any, can be made available during the temporary disruption to continue to provide service to people with disabilities.

Feedback Process

Feedback regarding accessibility to services and the manner in which eCompliance employees interact with people with disabilities is welcome and appreciated. Feedback and questions can be submitted to 1.800.686.1915 or by email to the Joint Health & Safety Committee at


Both the employees and management at eCompliance recognize the importance of understanding how to provide accessible customer service. All employees are required to receive training regarding how to provide accessible customer service.

eCompliance management will also ensure that the following persons receive AODA and accessibility training or confirm that they have received such training:
• contractors who act on behalf of the eCompliance; and
• individuals who participate in developing eCompliance policies.

Training will be provided to each eCompliance employee as soon as possible and reasonable based on assigned duties.

At minimum, training will cover the following:
• the purposes of the AODA and requirements of the customer service standard;
• how to interact and communicate with people with various types of disabilities;
• how to interact with people with disabilities who use assistive devices or require the assistance of a guide dog, other service animal, or a support person;
• how to use equipment or devices available at eCompliance premises that are provided to help people with disabilities access eCompliance facilities or services (for example, entrances, lifts, or scooters); and
• what to do if a person with a disability is having difficulty accessing eCompliance services.

Guide Dogs and Service Animal

eCompliance allows people with disabilities to bring a guide dog or service animal with them to eCompliance facilities open to the public or required for delivery of goods and services, unless otherwise prohibited by law.

Each individual who is accompanied by a guide dog or service animal is responsible for maintaining care and control of the animal at all times.

If a health or safety concern presents itself (for example, another client or staff member has a severe allergy to the guide dog or service animal), eCompliance employees will make all reasonable efforts to meet the needs of all individuals involved.

Support Persons

eCompliance permits people with disabilities who are accompanied by a support person to bring that person with them, at no fee, to access facilities and services open to the public or required for delivery of goods and services. eCompliance will communicate to the public and staff that, when requested, eCompliance will accommodate disabilities during recruitment and assessment processes and when people are hired. eCompliance will provide individualized workplace emergency response information to employees who have a disability. If using performance management, career development, and redeployment processes, eCompliance staff will take into account the accessibility needs of employees with disabilities.

Modifications to This or Other Policies

Any eCompliance policies that do not respect and promote the dignity and independence of people with disabilities will be modified or removed.

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