Accessible Information and Communication Procedure

Purpose statement

This procedure addresses the Accessible Information and Communications standards requirements of Ontario Regulation 191/11 for the Integrated Accessibility Standards Regulation under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).


This procedure applies to municipal goods, services and facilities provided by Town Council and town employees as well as by volunteers, agents, contractors (personnel) or any individual representing or performing any function on behalf of the town, including the town’s websites and web content.

The requirements set out in this procedure are being implemented by the town in accordance with the standards and timelines established in the AODA.



The town has established an accessible customer service feedback process as required under the Integrated Accessibility Standards Regulation, Ontario Regulation 191/11. The town also receives and responds to other feedback and will ensure that the process is accessible to persons with disabilities by providing or arranging for accessible formats and communication supports upon request.

Accessible formats and communication supports

Upon request, the town will provide or arrange for accessible formats and communication supports  in a timely manner that takes into account the person’s disability at no additional cost. The town will also notify the public about the availability of accessible formats and communication supports.

Emergency procedure, plans or public safety information

Upon request, the town will provide existing public emergency procedures, plans and public safety information in an accessible format or with appropriate communication supports in a timely manner.

Accessible websites and web content

The town’s internet websites and web content controlled directly by the town or through a contractual relationship that allows for modification of the product shall conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 at Level A and AA according to the schedule set out in the AODA Integrated Accessibility Standards Regulation.


Accessible formats may include but are not limited to, large print, recorded audio and electronic formats, braille and other formats usable by persons with disabilities.

Communication supports may include but are not limited to, captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications.


Strategy, Policy and Communications is responsible for:

  • Administration of and ensuring compliance with this procedure
  • Reviewing communications materials to ensure plain language is incorporated where possible
  • Developing and/or reviewing all major published materials and information prior to release
  • Administrating the town's Corporate Identity Standards
  • Managing content on the town's websites

Information Systems is responsible for:

  • Developing, supporting and maintaining the technology for the town's websites
  • Supporting requests for technical-related accessible formats and communications supports

Departments are responsible for:

  • Ensuring the Accessible Information and Communication Standard procedure is followed

Procedure details

Procedure Number: MS-ACC-001-004
Parent Policy: MS-ACC-001
Section: Municipal Services
Sub-Section: Accessibility
Author: Strategy, Policy and Communications
Authority: CAO
Effective Date: 2012 Oct 29
Review by Date: 2021
Last Modified: 2016 Dec 12