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Assessing and Improving AODA Compliance in Information and Communications

Under the AODA, public-sector organizations must complete accessibility reports every two (2) years. Similarly, private or non-profit organizations with twenty to forty-nine (20-49) workers, or fifty (50) or more workers, must complete accessibility reports every three (3) years. The next accessibility reports for organizations in both the public and private sectors are due on December 31st, 2023. Therefore, organizations should have the knowledge they need to complete their reports, this time next year. In the coming year, organizations can gain this knowledge by assessing how compliant they are with AODA standards. Moreover, organizations can use this assessment to improve the accessibility of their services. In this article, we will outline ways of assessing and improving AODA compliance in information and communications.

Assessing and Improving AODA Compliance in Information and Communications

All public-sector organizations, and private-sector organizations with fifty (50) or more workers, need to report on their compliance with the AODA’s Information and Communications Standards. However, organizations of all sizes need to comply with these standards. For instance, organizations need to make information available in accessible formats and with communication supports:

  • Upon request
  • In a timely manner
  • At no extra cost
  • For emergency and public safety information

Furthermore, all public-sector organizations, and private-sector organizations with fifty (50) or more workers, need to have accessible web content. In addition, some requirements of the Standards apply to schools and libraries, including:

How to Assess AODA Compliance in Information and Communications

Organizations can assess their AODA compliance by requesting anonymous feedback from customers or workers who have needed accessible information. For instance, customers or workers can explain whether an organization has information available in accessible formats, such as:

  • Websites that visitors can operate using accessible hardware and software, including:
  • Hard-copy Braille and large print versions of standard-print information, such as:
    • Forms
    • Menus
    • Brochures
    • Event programs

Likewise, customers and workers can also explain whether communication supports are available, including:

Requesting Information through Accessible Formats or Communication Supports

In contrast, if accessible formats and communication supports are not available ahead of time, customers and workers can give feedback about the process of requesting these formats or supports. For example, customers and workers can explain whether staff:

  • Knew what a requested format or support was, and how they could arrange it
  • Worked with the requester to determine which format or support would best meet their needs
  • Provided information or communications in a timely manner

Customers describing their positive or negative experiences can help staff recognize what they should or should not do when providing accessible service. For example, a restaurant diner could report that servers seemed confused when they requested a Braille menu. However, this diner could also explain that servers helped them find the accessible online menu. Alternatively, a diner could explain that a server continued to offer a large-print or online menu that the customer could not access.

An organization receiving mostly negative feedback is likely not compliant with the AODA. As a result, the organization will need to make changes, which could include:

Accessibility Consulting

In addition, organizations could enter short-term or on-going contracts to consult with people who have disabilities. Alternatively, organizations could request the services of professional organizations that specialize in assessing accessibility. In either case, an accessibility assessor with lived experience of disability could assess:

  • The quality of AODA training
  • Staff response to customers requesting formats or supports
  • Website accessibility

Moreover, consultants could also help organizations find resources to support them in strengthening their policies and services.

Improving AODA Compliance in Information and Communications

Even if organizations are fully compliant, they can still make changes to their policies and services to enhance accessibility. For instance, instead of waiting for customers to request accessible information, organizations can prepare accessible formats and arrange communication supports ahead of time by:

  • Designing new websites to comply with WCAG
  • Updating existing web content to comply
  • Uploading documents in accessible formats
  • Including captions in all audio and video content
  • Having assistive listening devices available on loan for clients while on the premises
  • Photo-copying large-print versions of hard-copy documents
  • Arranging Sign language interpretation for live events
  • Partnering with a third party to produce documents in hard-copy Braille

When staff have formats and supports ready ahead of time, they can ensure instant access to their products and services.

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