Customer service and integrated accessibility standard policy

Accessibility for Ontarians with Disability Act (AODA).

At Chartered Professional Accountants of Canada (CPA Canada), we set high standards for the way we conduct business — in areas from corporate and social responsibility to sound business ethics including compliance with all applicable laws and regulations.

All CPA Canada leaders, employees and contractors, who interact with or provide service to the public, must comply with the 2005 Accessibility for Ontarians with Disabilities Act (AODA), Integrated Accessibility Standard and Customer Service Standards.

CPA Canada is committed to providing accessibility for persons with disabilities including our customers, employees and visitors to CPA Canada locations.

Accessibility plan

CPA Canada will maintain a multi-year accessibility plan outlining its strategy to prevent and remove barriers to comply with these regulations. The plan will be reviewed annually to ensure standards are being met. For qualified people with disabilities, CPA Canada makes workplace accommodations that comply with applicable laws, and which CPA Canada determines are reasonable and needed for effective job performance. In respecting and valuing the diversity among our employees, and all those with whom we do business, managers are expected to ensure a working environment that is free of all forms of harassment.

The accessibility plan will be posted on the CPA Canada website and intranet site and will be available in an accessible format upon request.

Establishment of policies, practices and procedures

CPA Canada is required to establish, implement and maintain accessibility policies, which state how we achieve or will achieve accessibility, and include a statement of organizational commitment to meet the accessibility needs of persons with disabilities in a timely manner. CPA Canada is required to prepare one or more written documents describing these policies, to make the documents publicly available and to provide them in an accessible format upon request.

CPA Canada is required to register and file an accessibility compliance reports according a schedule set out in the 2005 Accessibility for Ontarians with Disabilities Act (AODA), Integrated Accessibility Standard and Customer Service Standards.

Procuring or acquiring goods, services or facilities

CPA Canada shall incorporate accessibility design, criteria and features when procuring or acquiring goods, services or facilities (e.g., doorways, walkways), except where it is not practicable to do so. For example, CPA Canada will be required to have regard to accessibility for persons with disabilities when designing, procuring or acquiring new self-service kiosks. For existing goods, services or facilities prior to January 1, 2014, accommodations are made for people with disabilities when requested, and the respective CPA Canada group(s) (e.g., Office Services, Information Technology and appropriate vendor) will accommodate the request.


CPA Canada will ensure that all employees have been trained on the requirements in the Integrated Accessibility Standard and the Ontario Human Rights Code, as it pertains to people with disabilities.

To fulfil the Customer Service Standards, all volunteers, contractors and agents who provide goods and services on behalf of CPA Canada will be trained and managed through the procurement process.

Assistive devices

CPA Canada allows the use of assistive devices for persons with disabilities at all of its locations. These devices may include but are not limited to:

  • manual and motorized wheelchairs, scooters, canes, crutches and walkers
  • assistive technology such as screen readers, head mouse, screen magnifiers and voice recognition

Service animals and support persons policy

CPA Canada allows persons with disabilities who are accompanied by a service animal to enter its premises, except where prohibited by law for health and safety reasons. Support persons accompanying customers with disabilities are welcome at any CPA Canada location.

Accessible format and communication support (public & employees)

CPA Canada will advise the public and employees about the availability of accessible formats and communication support. Upon request, they will be provided in a timely manner that takes into account the person's accessibility needs in consultation with the person making the request at a cost that is no more than the standard cost charged to other persons.

Accessible websites and web content

CPA Canada is committed to making its information technology widely available and accessible, regardless of the physical ability of the user. CPA Canada websites meet the Worldwide Web Consortium's Web Content Accessibility Guidelines as outlined in the AODA legislation.

As technology changes, CPA Canada will continue to monitor external and internal web pages, along with internal tools and applications, to ensure compliance with AODA.

Recruitment, assessment or selection process

CPA Canada‘s employees and the public are advised of the availability of accommodation for applicants with disabilities in its recruitment process on each of its job opportunity postings, when candidates are individually selected to participate further in an assessment or selection process upon request, and if a selected candidate requests an accommodation, Human Resources will consult with the applicant and provide, or arrange, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability. Any existing accommodation plans will be considered throughout the process.

Accessible formats and communication supports for employees

CPA Canada, upon the request of an employee with a disability, consults with the employee to provide, or arrange for the provision of, accessible formats and communication supports for information that is needed to perform the employee’s job, and information that is generally available to other employees.

Individual accommodation plans including return to work process

Each CPA Canada employee with a disability is considered individually, on a case-by-case basis, in order to determine accommodation requirements including a return to work process. Employees requiring an accommodation are to contact Human Resources so that CPA Canada and the employee can work together to develop an individual accommodation plan. If requested, information regarding accessible formats and communications supports provided will also be included in individual accommodation plans. Accommodation plans will include individualized workplace emergency response information (where required), and will identify any other accommodation that is to be provided. Third party expertise will be consulted where appropriate.

Employees who have been absent from work due to a disability and who require disability-related accommodations in order to return to work will meet with Human Resources and their manager to develop a return to work plan. Third party expertise will be accessed, when needed, in the development of the plan. The plan will be documented and does not replace or override any other return to work process created by or under any other statute.

Performance management, talent development and promotion and transfers

CPA Canada takes into account the accessibility needs of employees with disabilities, as well as individual accommodation plans throughout the career of its employees including performance management, talent development, promotions and transfers.

Temporary disruption of service

CPA Canada will provide persons with disabilities with notice of a planned or unexpected disruption in CPA Canada facilities that people with disabilities access. This notice may include, but is not limited to, disruption postings at the site location and published advanced notices on the intranet site.

Employees who require these notices may contact Human Resources.


Open communication and feedback are very important to CPA Canada. We commit to ensure that the process for receiving and responding to feedback is accessible by providing or arranging for accessible formats and communication support, upon request. CPA Canada welcomes feedback from its employees, customers, visitors and vendors.

Direct feedback to:

CPA Canada
Human Resources
277 Wellington Street West
Toronto, Ontario
M5V 3H2

Should you wish us to provide or arrange for accessible formats and communication supports please include the following with your request:

  • your name
  • your affiliation (e.g. customer, visitor etc.)
  • contact information (telephone and/or email)
  • a brief summary of your feedback