Ships a consumer interface, in Canada

CRTC 2009-430 · Read the law's page

• If you are a Canadian carrier, or a reseller whose arrangement with a carrier carries the condition, make the information on your telecommunications services and products on your website accessible to persons with disabilities to the point of providing a reasonable accommodation, choosing how to achieve it; the Commission gives as examples textual content that meets the W3C Web Content Accessibility Guidelines and a text-only version, easily accessed from the home page, that complies with them, and an audit with an action plan for timely improvements; this has applied since July 23, 2012 (paras. 65 to 67 and 70).
• Make accessible any customer service function available solely over your website, and where a customer service function on your website is inaccessible, do not charge or otherwise disadvantage a person with a disability who uses another channel of customer service to reach it (para. 68).
• Promote information on all of your disability-specific services and products in the accessible manners of your choice, and if your website has a special needs or disability section, place an easy-to-find link to it on the home page (paras. 56 and 57).
• Make your general call center accessible to the point of providing a reasonable accommodation by training customer service representatives in handling inquiries from persons with disabilities and making your Interactive Voice Response system accessible, or by transferring calls to a disability call center under appropriate protocols (para. 69).
• Include in your contracts and other agreements or arrangements with resellers a condition that the resellers comply with these requirements (para. 70).

Accessible Canada Act, S.C. 2019, c. 10 · Read the law's page

• Prepare and publish an accessibility plan on your policies, programs, practices and services for identifying and removing barriers, and preventing new barriers, in the areas the Act lists, which include information and communication technologies, before the expiry of one year after the day the regulations fix for you, taking into account the principles in section 6 (s. 69(1) and (9); ss. 47(1), 56(1) and 65(1) apply the same duty to broadcasting, telecommunications and transportation entities for the areas those sections list, beside the plans sections 42, 51 and 60 require under the regulations of the CRTC and the Canadian Transportation Agency).
• Publish an updated plan no later than the third anniversary of the day the plan was last published, or within the period the regulations prescribe (s. 69(2)).
• Consult persons with disabilities in preparing the plan and each progress report, and set out in each how you consulted them (ss. 69(4) and (5), 71(3) and (4)).
• Establish a process for receiving feedback on how you are implementing the plan and on the barriers your employees and other people dealing with you encounter, and publish a description of the process (s. 70(1) and (2)).
• Prepare and publish a progress report on implementing the plan, including how the feedback you received was taken into consideration (s. 71(1) and (5)).
• Notify the Accessibility Commissioner of each publication of a plan, feedback process description or progress report, within the time and in the manner the regulations prescribe (ss. 69(3), 70(3) and 71(2)).
• Make the plan and the progress report available on request in the format the regulations prescribe (ss. 69(7) and 71(6)).
• Do not obstruct the Accessibility Commissioner, do not knowingly make a false or misleading statement to the Commissioner, and do not knowingly make or take part in a false or misleading statement in a record, report or document the Act requires you to prepare, retain or provide (ss. 124 to 126).

SOR/2019-244, ss. 11 to 14 (automated self-service kiosks) · Read the law's page

• If you are a carrier to which Part 3 applies or a terminal operator to which Division 1 of Part 4 applies and you own, operate or control the hardware components or the software components of an automated self-service kiosk that is available for public use in a terminal, ensure that those components meet clauses 1.4 and 3 to 7 and Annexes B and C of the National Standard of Canada CAN/CSA-B651.2-07 (R2017), Accessible design for self-service interactive devices, excluding the notes accompanying those clauses; this requirement has applied since June 25, 2022 (ss. 3(1), 11(1) and 243(3)).
• If you own, operate or control the hardware components of such a kiosk, ensure that it is visually and tactilely discernible by an International Symbol of Access affixed to the front of it; this requirement has applied since June 25, 2022 (ss. 11(2) and 243(3)).
• On the request of a person with a disability, assist the person, without delay, to use the kiosk (s. 13).
• Keep each such kiosk in good working order and properly maintained, and until a kiosk that is out of order is repaired, direct a person with a disability to the nearest working kiosk that offers the same service and assist the person on request, or permit the person to advance to the front of the line at a counter where the same service is provided (s. 14).

SOR/2019-244, ss. 3 to 9 (communication of information, websites, mobile websites and applications) · Read the law's page

• If you are a carrier to which Part 3 applies or a terminal operator to which Division 1 of Part 4 applies, ensure that every website, mobile website and application you own, operate or control that is made available to the public meets the requirements for a Level AA conformance of the Web Content Accessibility Guidelines, which the Regulations define as WCAG 2.0, the World Wide Web Consortium Recommendation dated December 2008, as amended from time to time (ss. 3(1) and 9).
• If your website can be used to access a client account, travel itinerary, travel schedule or trip status, to obtain contact information, to make or modify a reservation or to check in, offer persons with disabilities the option of doing those things by a communication system that does not require a website, such as a telephone, an email or a third party's telephone relay or video relay service, and publish with each website address a description of how to use that option, including your telephone number and email address and the relay service number (s. 8).
• If you make available to the public a telephone number that may be used to make travel reservations or obtain information about your transportation-related services or facilities, offer persons who are deaf, hard of hearing or have a communication impairment the option of doing those things by email or a third party's telephone relay or video relay service, and publish with every instance of that telephone number a description of how to access those services, including your email address and the relay service's telephone number (s. 7).
• If you make information about any transportation-related service or facility available to the public, make an electronic format compatible with adaptive technology that assists persons with disabilities, make paper-only information available on request in large print, in Braille or in an electronic format, make audio information available on request in a visual format, and make visual information available on request in an audio format, and provide the requested format without delay (s. 4).
• Publish on your website, in an electronic format, a notice that you are subject to the Regulations and the provisions that apply to you, the services you offer to persons with disabilities and any conditions that apply, and the complaint resolution services you offer and how to access them, or publish them in another format if you do not have a website (s. 5(1)); the notice in paragraph 5(1)(a) is also owed by every carrier to which Part 2 applies and every terminal operator to which Division 2 of Part 4 applies (s. 3(2)).
• Ensure that members of personnel who interact with passengers take into account, when communicating with a person with a disability, the nature of the disability, whether the person uses an assistive device to hear, see or communicate, and methods of communication the person may use, such as an augmentative or alternative communication system, sign language or clear, concise and plain language (s. 6).

Canadian Radio-television and Telecommunications Commission Accessibility Reporting Regulations, SOR/2021-160 · Read the law's page

• If you carry on a broadcasting undertaking as a regulated entity described in paragraph 7(1)(e) or (f) of the Act in Class B2 (an entity not in another class), your first accessibility plan was due before the expiry of one year after June 1, 2022, and in Class B3 (an entity that has attested to 10 or more but fewer than 100 employees) after June 1, 2023, while an entity that qualifies for a class later has June 1 of the calendar year after the year it qualified (ss. 2(1), 3(1) and (2) with s. 42(1) of the Act); section 3(1) fixes no day for Class B4, an entity that has attested to fewer than 10 employees, and an attestation places you in its class as though you had always been in it (s. 2(2)).
• If you are a Canadian carrier or telecommunications service provider as a regulated entity described in paragraph 7(1)(e) or (f) of the Act in Class T2 (an entity not in another class), your first accessibility plan was due before the expiry of one year after June 1, 2022, and in Class T3 (an attested 10 or more but fewer than 100 employees) after June 1, 2023, while an entity that qualifies for a class later has June 1 of the calendar year after the year it qualified (ss. 18(1), 19(1) and (2) with s. 51(1) of the Act); section 19(1) fixes no day for Class T4 (an attested fewer than 10 employees) or Class T5, a service that is offered without an explicit charge, on a temporary basis only on the entity's premises, or without autonomous two-way voice or Internet access.
• Publish an updated plan no later than the third anniversary of the day the plan was last required to be published (ss. 6 and 22).
• Publish each plan, feedback process description and progress report on the main digital platform you own, operate or control and use to communicate information to the public, conspicuously on the homepage or by a hyperlink from it, in clear, simple and concise language and in a format that meets the requirements of Level AA conformance of the WCAG, as amended from time to time, with a header for each element the Act requires (ss. 1(1), 4, 5, 10, 13, 14, 20, 21, 26, 29 and 30).
• Notify the Commission electronically within 48 hours after publishing each version of a plan, feedback process description or progress report, with a hyperlink to its URL (ss. 7, 12, 17, 23, 28 and 33).
• On request, make the plan, feedback process description or progress report available in print, large print, braille, audio format, an electronic format compatible with adaptive technology or another agreed format, within 45 days for braille or audio and otherwise within 15 days (Class B2 and Class T2) or 20 days (Class B3 and Class T3) (ss. 8, 11, 15, 24, 27 and 31).
• Allow feedback by telephone, email, an online form if you have one, or another designated means, allow it to be anonymous, designate and publicly identify a person to receive it, acknowledge receipt of feedback other than anonymous feedback, and, subject to the Personal Information Protection and Electronic Documents Act and the Privacy Act, keep the personal information of a person who gives feedback confidential unless the person consents to disclosure (ss. 9 and 25).
• Publish the description of your feedback process before the end of your fixed day, and publish an updated description as soon as feasible whenever you update the process (ss. 10(2) and (3) and 26(2) and (3)).
• Publish a progress report by June 1 in each year in which no accessibility plan is due (ss. 16 and 32).

Accessible Canada Regulations, SOR/2021-241 · Read the law's page

• If you are a regulated entity described in paragraph 7(1)(e) or (f) of the Act with an average of 100 employees or more during the year the Regulations came into force, the fixed day for your first accessibility plan was June 1, 2022, and with an average of 10 to 99 employees it was June 1, 2023 (s. 4(1)(b) and (c)); a new entity's fixed day is June 1 of the year after the year it is established or becomes subject to the Act (s. 4(2)); and an entity that ceases to be exempt without ever having published an initial plan has the later of June 1 of the second year after the year the Regulations came into force and June 1 of the first year in which it has an average of 10 employees or more after the exemption ceased (s. 4(3)).
• Publish an updated plan within 36 months beginning on the date by which the plan was last required to be published, or, if you ceased to be exempt after completing at least one planning and reporting cycle, within 12 months after June 1 of the first year in which you again have an average of 10 employees or more (s. 4(4) and (5)).
• Write the plan in simple, clear and concise language under the headings "General", one for each area, and "Consultations", giving the position title of the person who receives feedback and a mailing address, telephone number and email address for requests and feedback (s. 5).
• Publish each plan, feedback process description and progress report on the main digital platform you own, operate or control and use to communicate with the public, on the home screen or homepage or by a hyperlink from it, in a format that meets the requirements for Level AA conformance of the WCAG, defined as the most recent version available in both English and French; publish the first feedback process description at the same time as your initial plan, and a description of any amended process as soon as feasible (ss. 1(1), 6(1), 10(1), 11 and 15(1)).
• If you have no digital platform available to the public, display a printed copy of each plan, feedback process description and progress report in a clearly visible location in the reception area or entrance of each place of business (ss. 6(2), 10(2) and 15(2)).
• Notify the Accessibility Commissioner by email or other electronic means within 48 hours after a plan, feedback process description or progress report is published, with its URL or the mailing addresses of the places of business where it is published (ss. 7, 12 and 16).
• On request, make the plan, the feedback process description or the progress report available in print, large print, Braille, audio format or an electronic format compatible with adaptive technology, within 45 days for Braille or audio and otherwise within 15 days (an entity with an average of 100 or more employees during the year before the request) or 20 days (an entity with an average of 99 or fewer employees) (ss. 8, 9(5) and (6), and 17).
• Designate a person to receive feedback, allow feedback by mail, telephone, email and any other means you use to communicate with the public, allow it to be anonymous, and acknowledge receipt in the same means unless it is anonymous (s. 9(1) to (4)).
• Publish a progress report by the anniversary of the date the plan was last required to be published in each year in which no plan is due, under the headings "General", one for each area, "Consultations" and "Feedback" (ss. 13 and 14).
• Keep each published plan and progress report on your digital platform for seven years beginning on the date it was required to be published, keep the most recent feedback process description, and keep the feedback you receive for seven years (ss. 18 and 19).
• A regulated entity described in paragraph 7(1)(e) or (f) of the Act is exempt from the plan, feedback and progress-report duties if it has an average of fewer than 10 employees during the later of the year before its first planning and reporting cycle would have started and the year it was established, or during a planning and reporting cycle (effective the last day of that cycle), and the exemption ceases in any year in which it has an average of 10 employees or more (s. 3).
• A council of a band, and an entity or person, other than one that carries on a business, that carries on an undertaking for the council or on the band's reserve lands, is exempt until the day before the fifth anniversary of the day the Regulations came into force (s. 2); from December 5, 2027 that exemption runs until December 31, 2033 (SOR/2025-255, ss. 2 and 18(1)).

Accessible Transportation Planning and Reporting Regulations, SOR/2021-243 · Read the law's page

• If you are a regulated entity described in paragraph 7(1)(e) or (f) of the Act required to comply with any provision of regulations made under subsection 170(1) of the Canada Transportation Act, in Class 2 (an average of 100 or more employees in the current calendar year) your first accessibility plan was due before the expiry of one year after June 1, 2022, and in Class 3 (an average of 10 or more but fewer than 100 employees) after June 1, 2023 (ss. 2(1) and 3(1) with s. 60(1) of the Act); section 3(1) fixes no day for Class 4 (fewer than 10 employees), and an entity that qualifies for Class 2 or 3 on or after January 1, 2022 has June 1 of the calendar year after the year it qualified, or after the year it qualified for Class 4 if it was in Class 4 the year before (s. 3(2)); an entity whose average falls into a lower class is deemed always to have been in that class, but keeps the feedback and progress-report obligations of the class in which it published its plan (s. 2(2) and (3)).
• Publish an updated plan no later than the third anniversary of the day the preceding plan was required to have been published (s. 3(3)).
• Publish each plan, feedback process description and progress report on the main digital platform you own, operate or control and use to communicate information to the public, on the homepage or home screen or by a hyperlink from it, in clear, simple and concise language and in a format that meets the requirements of Level AA conformance of the WCAG, as amended from time to time, with the headings "General", one for each element of the plan and "Consultations" (ss. 1(1), 4, 5(1), 9(1), 12 and 13(1)).
• If you do not use a digital platform to communicate information to the public, publish a print copy of the plan, feedback process description and progress report in a conspicuous location in the main reception area of each publicly accessible business location (ss. 5(2), 9(2) and 13(2)).
• Notify the Canadian Transportation Agency electronically within 48 hours after publishing each version of a plan, feedback process description or progress report (ss. 6, 11 and 15).
• On request, make the plan, feedback process description or progress report available in print, large print, braille, audio format or an electronic format compatible with adaptive technology, within 45 days for braille or audio and otherwise within 15 days (Class 2) or 20 days (Class 3) (ss. 7, 10 and 16).
• Allow feedback by any means by which you communicate with the public, allow it to be anonymous, acknowledge receipt of feedback other than anonymous feedback in the same manner it was received, and designate and publicly identify a person or position to receive it (s. 8).
• Publish the description of your feedback process on the same day that you publish your accessibility plan, and an updated description as soon as feasible whenever you update the process (s. 9(3) and (4)).
• Publish a progress report by June 1 in each calendar year in which no plan is due (s. 14(2)).

Regulations Amending the Accessible Canada Regulations, SOR/2025-255 · Read the law's page

• These requirements do not yet bind: the training duty applies from December 5, 2027 (SOR/2025-255, ss. 6 and 18(1)), and the web page, mobile application, non-web document, accessibility statement, procurement and conformity-assessment record duties as amended apply from December 5, 2028 (SOR/2025-255, ss. 10 to 14 and 18(2)); each section first applies to an entity on the later of that day and the first day the entity falls within it (s. 19.2).
• If you are a regulated entity described in paragraph 7(1)(e) of the Act, other than a broadcasting or telecommunications entity or a transportation service provider, that had an average of 100 or more employees during the preceding three-year period, make each web page you create or update that is not employee-facing conform, to the extent feasible, to the applicable requirements in clauses 4 to 7 and 9 of the ICT Standard, CAN/ASC - EN 301 549, for as long as it remains available to the public (s. 19.5(1)(b), as replaced by SOR/2025-255, s. 11).
• If you are a regulated entity described in paragraph 7(1)(e) of the Act that had an average of 100 or more employees during the preceding three-year period, including a broadcasting or telecommunications entity, but not a transportation service provider to which Part 1 of the Accessible Transportation for Persons with Disabilities Regulations does not apply, make each employee-facing web page you create or update conform, to the extent feasible, to clauses 4 to 7 and 9 of the ICT Standard for as long as it remains available to employees (s. 19.4(1)(b), as replaced by SOR/2025-255, s. 10).
• If you are a regulated entity described in paragraph 7(1)(e) of the Act, other than a broadcasting or telecommunications entity or a transportation service provider, that had an average of 500 or more employees during the preceding three-year period, make any mobile application you launch after the section first applies to you that is not employee-facing conform, to the extent feasible, to clauses 4 to 7 and 11 of the ICT Standard for as long as it remains available for download, and for an earlier application you still offer for download, conduct or obtain a conformity assessment, including a gap analysis, against those clauses (s. 19.51(1) and (5)).
• If you are a regulated entity described in paragraph 7(1)(e) of the Act, other than a broadcasting or telecommunications entity or a transportation service provider, that had an average of 500 or more employees during the preceding three-year period, make any non-web document made available for download from your web pages or mobile applications that are not employee-facing, after the section first applies to you, conform, to the extent feasible, to clauses 4 to 7 and 10 of the ICT Standard for as long as it remains available for download (s. 19.52(1)).
• Where conformity is not feasible and the non-conformity imposes barriers on users or potential users, take other reasonable measures to remove those barriers, including alternative means for accessing the key information or performing the tasks; this does not apply to maps, mapping services, technical drawings or images, and the duties do not apply to heritage content or user-generated content, nor, for employee-facing web pages, to content accessed through a collaborative digital environment (ss. 19.4(2) to (4), 19.5(2) to (4), 19.51(2) to (4), 19.52(2) to (4)). Feasibility turns on the availability of technology that would permit conformity, significant obstacles to implementing it and your efforts to overcome them, and your degree of control over the web page, application or document, including under an agreement with a third party (s. 19.3).
• If you are a regulated entity described in paragraph 7(1)(e) of the Act that had an average of 500 or more employees during the preceding three-year period and has an obligation under this Part, publish an accessibility statement no later than the day the obligation first applies to you and then once every 12 months, written in simple, clear and concise language, dated, giving at least two of an email address, a telephone number and a mailing address for accessibility matters, acknowledging your obligations under this Part, describing the accessibility features of the web pages, mobile applications and non-web documents it relates to, giving an overview of where you do not meet the ICT Standard and of the other measures taken where conformity is not feasible, describing your plans and timelines for closing the gaps, and accessible from a prominent location on each web page, on the application's home screen, and on each web page or home screen from which a non-web document is downloaded; keep an electronic copy until the fourth anniversary of its publication (s. 19.6, as amended by SOR/2025-255, s. 13).
• If you are a regulated entity described in paragraph 7(1)(e) of the Act, other than a broadcasting or telecommunications entity, that had an average of 500 or more employees during the preceding three-year period, obtain a conformity assessment, including a gap analysis, against the applicable requirements of the ICT Standard as part of any procurement you initiate of products or services for developing or providing a web page or mobile application covered by this Part (s. 19.61, added by SOR/2025-255, s. 14).
• If you are a regulated entity described in paragraph 7(1)(e) of the Act that had an average of 100 or more employees during the preceding three-year period, other than a transportation service provider to which Part 1 of the Accessible Transportation for Persons with Disabilities Regulations does not apply, ensure each employee involved in the development, maintenance or procurement of information and communication technologies has received training on accessibility fundamentals in relation to those technologies, with refresher training at least once every three years, and keep an electronic record of the training until the fourth anniversary of the day it is provided (s. 19.8).
• Keep an electronic copy of the report of any conformity assessment against the ICT Standard, including any gap analysis, for a web page or mobile application in relation to which you have obligations under this Part, until the fourth anniversary of the day the assessment is completed (s. 19.7, as replaced by SOR/2025-255, s. 14).
• If you are a regulated entity described in paragraph 7(1)(f) of the Act and act in the name of or for the benefit of an entity that has obligations under this Part, you have those same obligations in relation to that other entity, and a failure to meet one is treated as a violation of the provision that imposes it on the other entity (s. 19.31, added by SOR/2025-255, s. 9).
• You may meet a requirement to conform to the ICT Standard by conforming to a version of ETSI EN 301 549 published more recently than the current version of the ICT Standard, or to the version of the ICT Standard that immediately precedes its current version if the current version was published within the last three years (s. 19.9).