Accessibility services

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The City of Ottawa is committed to creating a barrier-free city for its residents, visitors and employees regardless of their visible or non-visible disabilities.

The annual City of Ottawa Municipal Accessibility Plan 2013 (COMAP) Report is provided to Committee and Council in accordance with the Ontarians with Disabilities Act (ODA) 2001 and describes the work completed by the City of Ottawa to make services more accessible. 

For 2012, this includes: 

  • maintaining compliance with the Accessibility Standards for Customer Service Regulation 429/07;
  • implementing specific 2012, 2013 and 2014 requirements from the AODA Integrated Accessibility Standards Regulation (IASR) 191/11; and,
  • reporting on additional non-legislated initiatives that remove and prevent barriers for residents and visitors.

In addition, the COMAP report provides highlights of the upcoming initiatives which demonstrate how the City will continue to address the identification, removal and prevention of barriers to persons with disabilities through by-laws, policies, programs, practices and services. Details about the initiatives undertaken in 2012 are provided in Document 1 to this report.

This report also provides a status update on the City’s first multi-year accessibility plan covering the years 2012 to 2016. This legislated multi-year accessibility plan approved in April of 2012, provided a full view of how the City will meet the remaining requirements contained in the AODA Integrated Accessibility Standard Regulation enacted on July, 1 2011 and amended on December 14, 2012.

Through the City of Ottawa Municipal Accessibility Plan 2013 (COMAP) the City continues to support the goal of provincial legislation called the Accessibility for Ontarians with Disabilities Act (AODA). This legislation requires the City, as well as businesses and groups such as community agencies, hospitals and schools to follow accessibility standards. Our community benefits as the City continues to identify, remove and prevent barriers.

What’s New

20/06/12 – City opens sledge hockey-accessible arena in Stittsville

An official puck drop with Mayor Jim Watson, Councillor Mark Taylor, Chair of the Community and Protective Services Committee, Stittsville Ward Councillor Shad Qadri and members of the local hockey community marked the grand opening today of Goulbourn Recreation Complex’s Arena B, which is a NHL-sized ice surface that was built to meet new provisions of the Accessibility for Ontarians with Disabilities Act for sledge hockey.

“The City of Ottawa is committed to providing families and kids with the opportunities they need to participate in sports and healthy activities,” said Mayor Jim Watson. “That’s why we froze recreation fees in our first two budgets and that’s why we’re breaking down the barriers faced by residents in our community who have disabilities.”

“Hundreds of thousands of visitors come to the Goulbourn Recreation Complex each year and with this expansion, the City can offer them improved services in an extraordinary structure that meets their recreational needs,” said Councillor Qadri.

The opening of Arena B represents the final phase the City’s $8.7 million multi-year expansion and renovation of the Goulbourn Recreation Complex. The expansion also included six new change rooms, an expanded referee room and a tournament reception lobby.

A few of the accessible features include: widened team benches to accommodate sledges; synthetic ice that can be installed when sledge hockey teams are playing to link the ice surface with dressing room, and extended and lowered board glass to provide enhanced viewing capabilities.

The new arena was built to meet high environmental standards and incorporate energy-efficient technology. For instance, there are now designated parking spots for electric vehicles, which are equipped with “pay for use” electrical outlets, where visitors to the complex can charge their vehicles for a nominal fee.

New Service Ottawa Website

Earlier this year the City of Ottawa launched its enhanced website, which includes the new Service Ottawa gateway.

Service Ottawa provides 24 hour online access to 250 services including the ability to book and pay for last-minute ice time, request a garbage and recycling calendar, report a pothole, or view floor plans, audio files and videos of city facilities.

Public response has been positive to this new online service, including a feature on CTV news. To date, almost 170 service requests have been filed, and upwards of 64 requests are received per day. 

The City will continue to work with its residents to improve the website including the addition of more online service requests, enhanced usability for mobile devices, and a more user-friendly interface that will allow the City to better meet the needs of all residents.

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Accessibility Checklist

The City of Ottawa strives to be an accessible city that is inclusive of all people.

On October 13, 2011 Council, approved motion FEDCO 10/1 that requires all reports tabled for consideration at Committee and Council tocontain a section that explains how the report recommendations will impact people with disabilities and/or seniors in terms of reducing, removing or preventing barriers. 
The Accessibility Checklist has been designed as a tool for all staff to utilize and assist as a reference guide to ensure that accessibility goals, as set out by the Accessibility for Ontarians with Disabilities Act and the corporate Accessibility Policy, are included in all decision-making and to assess potential accessibility impacts of proposed policies and projects

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Transit, transportation and recreation

Snow Go Programs

The City of Ottawa partners with the Seniors Citizens Council and eight local home support agencies to deliver two winter programs for seniors and persons with disabilities.

The Snow Go Program helps seniors and persons with disabilities find reliable contractors and/or individuals who will perform the service of clearing snow from their private driveways and/or walkways.

The Snow Go Assist Program provides financial assistance to eligible low-income seniors and persons with disabilities to pay for a portion of their snow removal costs.

For more information visit or call 3-1-1 (TTY: 613-580-2401).

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Contact us

If you would like more information or have some comments on accessibility services in the City of Ottawa, there are a number of ways you can get in touch with us.


Accessibility Services
Ottawa City Hall
110 Laurier Ave. West
Ottawa, Ontario
K1P 1J1 

 Provide comments on customer service  

We value your feedback on the accessibility of the City of Ottawa's customer service. Fill out the online form to provide your comments.

Welcoming your feedback on the accessibility of our services The City has a formalized feedback process in place that is followed when addressing any complaints, comments and inquiries received in relation to accessible customer service. Feedback will be forwarded to the appropriate personnel, responded to, documented and tracked. A copy of the feedback process is available in various accessible formats upon request.

You can contact us:

  • in person at any Client Service Centre
  • by calling 3-1-1 (613-580-2400) / 613-580-2401 (TTY)
  • by completing the online form
  • by e-mailing 
  • or by memory stick, disk/diskette or other means.

For more information visit any Client Service Centre, go online to, or call 3-1-1 (613-580-2400), TTY 613-580-2401. 

Request for documents in an accessible format

Documents are available in various accessible formats upon request. Contact us or fill out the online form

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