City contractors and the Accessibility for Ontarians with Disabilities Act (AODA)


Effective January 1, 2014, the Integrated Accessibility Standards Regulation requires contractors who provide goods, services or facilities on behalf of the City to ensure that all people performing this work receive training on the Integrated Accessibility Standards and on the Human Rights Code as they pertain to persons with disabilities. New! The Province of Ontario has developed an Access Forward AODA Integrated Accessibility Standards Regulation Training that can be taken online at any time. 

Customer Service Standards Regulation:

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) Customer Service Standard applies to all  contractors and their employees who deal with the public or other third parties on behalf of the City, as well as contractors who participate in  the development of City policies, practices or procedures governing the provision of goods and services to members of the public.

Under this provincial legislation, contractorsmust ensure that the people performing this work are trained in the AODA Customer Service Standard.  More information on this legislation and free training resources such as a 20-minute  Customer Service (web-based) training module that satisfies the legislated training requirement can be found at the Ministry of Community and Social Services website.

Integrated Accessibility Standards Regulation:

Accessible procurement:

The City of Ottawa is committed to providing equal treatment to people with disabilities for all City services, programs and goods in a way that respects their dignity. Under the AODA’s Integrated Accessibility Standards Regulation, the City is required to incorporate accessibility criteria and features when procuring or acquiring goods, services, self-service kiosks or facilities, including written materials, web content and the delivery of programs, except where it is not practicable to do so.  Beginning January 1, 2013, contractors will be asked to include accessible features and criteria in the goods, services, self-service kiosks or facilities that they provide to the City.  Contract specifications and evaluation will include these criteria or features where applicable. 

Training Records:

Contractors must keep records of all training, including dates when training is provided, the number of employees who received training and individual training records. Contractors are required to ensure that this information will be made available if requested by the City or the Province.

If you have questions please do not hesitate to contact your Contracting Authority.