Commitment, policies, plans and supports

Accessibility commitment

As outlined in its Accessibility Policy, the City of Ottawa is committed to providing equal treatment to people with disabilities with respect to the use and benefit of City services, programs, goods, facilities and information.

This commitment extends to residents, visitors and employees with visible or non-visible disabilities.

Policies and procedures

The City has many policies related to service standards and accessibility. Some of these include:

These documents are available in multiple formats upon request. Learn how and where to request an accessible format.

Provincial and Federal Accessibility Plans

On January 1, 2025, the 2025-2029 City of Ottawa Municipal Accessibility Plan will take effect, featuring new initiatives that will continue to remove barriers to accessibility, as well as prevent the creation of new ones, for people with disabilities.

Additionally, the 2024-2026 OC Transpo Accessibility Plan outlines its legislated obligations under the Accessible Canada Act, 2019 (ACA) and its commitment to implementing additional initiatives to reduce or eliminate barriers over time.

This is the first OC Transpo Accessibility Plan under the ACA. Progress reports will be provided to Council on an annual basis.

The City of Ottawa Municipal Accessibility Plan (COMAP) – Five-year Plan (2020-2024) outlines the City’s plan in meeting its legislated obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), and its commitment to implementing additional initiatives to advance accessibility in City services, programs, facilities and infrastructure.

Progress reports are provided to Council on an annual basis and include the City’s annual AODA compliance report.

To receive a copy of a previous accessibility plan and/or update report for a year not already listed above, please contact the Accessibility Office by email at accessibilityoffice@ottawa.ca.

Accessibility training for volunteers

Accessible training for City contractors

All contractors and their employees who provide goods, services or facilities on behalf of the City have specific obligations under the AODA and are required to take accessibility training.

More information on the obligations of City contractors and the Accessibility for Ontarians with Disabilities Act (AODA) is available.

Accessible feedback and service inquiries

Residents and visitors are invited to submit accessible feedback and service inquiries on the accessibility of the goods, services and facilities they receive or use at the City of Ottawa.

All feedback and inquiries are tracked and responded to as per the Accessibility for Ontarians with Disabilities Act (2005).

Accessible format or communication support request

Provides an opportunity for residents and visitors to request an accessible format or communication support for City services, programs or documentation.

Canada Video Relay Service (VRS)

The City of Ottawa is pleased to announce that Canada Video Relay Service (VRS) is available for residents wishing to use their service to access our general phone line by calling 613-580-2400.

Canada VRS is a service that allows Canadians who are Deaf, hard of hearing or speech-impaired to make phone calls using internet and cellphone-based technologies. Callers using VRS are connected with a sign language interpreter who provides real time interpretation for telephone calls. This allows callers to express themselves in their first language, American Sign Language (ASL) or Langue des signes québécoise (LSQ), when asking questions or making requests to the City.

More information can be found on the Canada VRS webpage.