Ontario Public Service: Policies That Make Accessibility Work

A Guide to Accessibility Directives and Policies in the Ontario Public Service

This guide provides a compact summary of the accessibility policies and directives that are currently in place within the Ontario Public Service.

About this Guide

This guide provides a summary of the accessibility-related directives and policies that are currently in place within the Ontario Public Service (OPS).

Whether you are developing OPS policies, programs or services – or simply want to learn more about accessibility standards in the OPS – you will find the information you need in this guide.

We will update the guide as our policies and practices continue to evolve.

You can also learn more by reading The OPS Multi-year Accessibility Plan, Leading the Way Forward.  This document highlights our achievements so far, and our plans for creating a barrier-free and accessible organization.

Why Accessibility Matters

The OPS endeavours to demonstrate leadership for accessibility in Ontario.  Our goal is to ensure accessibility for our employees and the public we serve in our services, products and facilities.

The Ontario Public Service is a public service organization. Every day, Ontarians count on us to provide high-quality, cost-effective services across the province.

It is vitally important that all Ontarians have access to our services. It is also important that employees and others who work in the OPS have equitable access to opportunities and an accessible workplace.

That’s why we are committed to creating an accessible organization by removing and preventing barriers for people with disabilities. This commitment is carried out by employees, third party contractors, service providers and volunteers – everyone involved in developing policies and delivering programs and services – and benefits those who use our services every day.

Developing barrier-free programs and services will enable the OPS to achieve its vision of becoming an accessible organization by 2025.

Our Accessibility Standards

The Accessibility for Ontarians with Disabilities Act (AODA) is an important piece of legislation that requires the province to develop – and enforce – accessibility standards in Ontario.

This document outlines OPS policies and directives that support the areas that are regulated under the AODA:

  • Customer Service
  • Information and Communications
  • Employment
  • Design of Public Spaces
  • Procurement

Although the AODA also sets out standards for transportation, these standards deal mainly with services at the municipal level, and are not included in this document.

Customer Service

As a public service organization, it is vitally important that we provide high-quality, accessible services to Ontarians.

The customer service standards under the AODA apply to all Ontario organizations (public, private and non-profit) that provide goods or services directly to the public or to other groups. The OPS has been required to comply with these standards since January 1, 2010.

These are the directives and policies that support accessible customer service in the OPS:


  • The OPS has adopted a Service Directive that describes the service experience a customer can expect when dealing with a government ministry. This directive requires OPS staff to provide a specific level of service to customers and includes accessibility requirements. It usually applies to areas such as communications, access, timeliness and interaction between staff and customers.


  • The Ontario Public Service Accessible Customer Service Policy outlines what the OPS must do to comply with the Accessible Standards for Customer Service Regulation and what our customers may expect from us. Updated in January 2014, the policy also reflects information and communication obligations under the Integrated Accessibility Standards Regulation (IASR) that impact on customer service.  The OPS strives at all times to provide goods and services in a way that respects the dignity and independence of persons with disabilities. Customers with disabilities must receive accessible goods and services with the same quality and timeliness as others.
  • The OPSCommon Service Standards establish minimum levels of service that customers can expect when accessing government services through different service delivery channels. They were updated in April 2013 to reflect evolving client needs and expectations. The standards specify the need for all ministries to provide a consistent quality service experience for all customers, and adhere to accessibility legislative requirements.

Information and Communications

Everyone has the right to access public information, goods and services. People who use alternate methods of communication, either with human support or technology, may experience communication barriers. The OPS is proactively removing barriers to ensure information and communication offered by the OPS is accessible to all employees and those who use Ontario government programs and services.

These are the directives and policies that support accessible information and communications in the OPS:


  • The Government Publications Directive outlines mandatory requirements for all government publications. With the aim of making government publications more accessible to the public, the directive requires that alternate formats be provided upon request.


Advances in technology create new opportunities and challenges. The OPS continues to focus on the development, implementation and updating of accessible information technology policies and standards, including standards for website accessibility and alternate formats.

Website Accessibility

Alternate Formats and Accessible Communications

  • The OPS Accessible Customer Service Policy contains direction to OPS staff on providing accessible information and services to the public including communicating with people with disabilities and providing accessible formats and communication supports.


The OPS is committed to fostering and sustaining an inclusive and accessible workplace that allows all employees to fully participate. OPS policies promote the recruitment, retention and development of talented employees through equitable and barrier-free practices. We uphold the rights of all employees to be treated with dignity, respect and equality.  Every staff member is expected to contribute to creating and sustaining a workplace that is respectful and inclusive of individual needs and differences.

The following directives and policies support these objectives in the OPS:


  • Human Resources Management Directive (HRMD) sets out the framework for human resources policies. All directives, policies and practices encompass the principles of inclusion and accessibility.


  • Policy on Preventing Barriers in Employment establishes a set of principles and requirements for identifying, removing, mitigating or preventing systemic Human Rights Code-based employment barriers.
    The policy applies to human resource management directives and policies, as well as practices relating to how these are carried out, including: recruitment and selection; appointment, assignment and transfer; employment accommodation, performance management; learning and development; redeployment; and suspension and termination.
  • Employment Accommodation and Return to Work Operating Policy helps ensure the OPS provides timely and effective employment accommodation (EA) and return to work (RTW) procedures for employees with illness, injuries and disabilities. This policy requires the cooperation, participation and partnership of all OPS employees: managers; employees in need of EAor RTW; their co-workers; and human resources professional and bargaining agent representatives (where appropriate). Effective employment accommodation and return to work practices are an important part of the OPS core values that respect and recognize the dignity and value of each employee.
  • Employment Policy establishes principles and requirements for managing public service employment relating to the following activities: recruitment and selection, appointment, assignment and transfer, workforce adjustment, and suspension and termination.The policy stipulates that employment practices must apply the principles of merit, inclusion, and accessibility. It requires the offer and provision as required of employment accommodation throughout all employment processes in accordance with relevant accessibility and human rights legislation and OPS policies.
  • Workplace Discrimination and Harassment Prevention (WDHP) Policy addresses the prevention, reporting, and resolution of workplace discrimination and harassment, as well as the restoration of workplaces affected by incidents or allegations of discrimination and / or harassment. It supports an inclusive, diverse, equitable, accessible and respectful work environment free of discrimination and harassment.


As a large public sector organization, the OPS has a visible presence in the business world. We have a responsibility to not only lead, but also to shape accessible procurement practices and conduct barrier-free business.

The following directive supports accessible procurement in the OPS:


  • Supply Chain Ontario is responsible for ensuring that procurement activities and processes are fair and accessible to vendors, and that vendors incorporate accessibility requirements into their bids. They also help ensure taxpayers get good value for their dollar.
  • Management Board of Cabinet Procurement Directive (updated February 2014) outlines mandatory requirements for the procurement of goods and services.  Accessibility must be considered when purchasing goods, services and facilities.

How to contact us

General Inquiry: 416 326-8555
Toll Free: 1 800 268-1142

416 326-8566

Ministry of Government Services
Room 4320, Whitney Block
99 Wellesley Street West
Toronto, ON M7A 1W3


Alternate formats of this document are available at no charge from:

Service Ontario Publications
777 Bay Street
Suite M212, Market Level
Toronto, ON M5G 2C8

Telephone: (416) 326-5300 or toll-free: 1-800-668-9938
TTY Service: 1-800-268-7095
Fax: 613-545-4223
Website: https://www.publications.serviceontario.ca

More Helpful Information



Compliance Resources:

Updated: November 5, 2014