Corporate Accessibility Policy
Policy number: 2025-07
Effective date: November 24, 2025
Last revision date: November 24, 2025
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1. Definitions
“Accessible” refers to products, devices, information, services, facilities or public spaces that provide for independent, equitable and dignified access for people with disabilities, including but not limited to those with visual, auditory, sensory, cognitive and mobility-related disabilities. The concept of accessible design ensures both “direct access” (i.e. unassisted) and “indirect access,” referring to compatibility with a person’s assistive technology.
“Accessible Formats” refers to formats that are usable by persons with disabilities, including but not limited to: large print, recorded audio and electronic formats, and Braille.
“Accommodation” refers to adjustments or supports that remove barriers and enable individuals with disabilities to participate fully in services, programs, or employment.
“AODA” is the Accessibility for Ontarians with Disabilities Act.
“Barrier-free” typically refers to environments that are designed or modified to be accessible to all individuals, including those with disabilities, without the need for adaptation or specialized design.
“County” means The Corporation of Haldimand County.
“Disability” is defined, in accordance with the Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c. 11 and the Ontario Human Rights Code, R.S.O. 1990, c. H.19, as follows:
- any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal, or on a wheelchair or other remedial appliance or device,
- a condition of mental impairment or a developmental disability,
- a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
- a mental disorder, or
- an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
“Haldimand County” or “Haldimand” means The Corporation of Haldimand County.
“HTML” means Hyper Text Markup Language. A standardized system for tagging text files and content to achieve font, colour, graphic, and hyperlink effects on web pages.
“IASR” refers to the Integrated Accessibility Standards Regulation defined by the AODA.
“Practicable” means capable of being done or put into practice; capable of being used.
“Redevelopment” means planned significant alterations to public spaces, but does not include maintenance activities, environmental mitigation or environmental restoration.
“Service Animals” is defined by Section 80.45 (4) of the AODA’s Customer Service Standards (O.Reg 165/16). A Service animal is an animal for a person with a disability if the animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability. Visual indicators such as the vest or harness should be worn by the animal, or the person provides documentation from one of the following regulated health professionals confirming that the person requires the animal for reasons relating to the disability:
- A member of the College of Audiologists and Speech Language Pathologists of Ontario;
- A member of the College of Chiropractors of Ontario;
- A member of the College of Nurses of Ontario;
- A member of the College of Occupational Therapists of Ontario;
- A member of the College of Optometrists of Ontario;
- A member of the College of Physicians and Surgeons of Ontario;
- A member of the College of Physiotherapists of Ontario;
- A member of the College of Psychologists of Ontario;
- A member of the College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.
“Unconvertible” means information or communications that are not technically feasible to be converted into an accessible format, or the technology to convert the information and communication is not readily available.
“Web Content Accessibility Guidelines (WCAG)” is an international standard for making websites and content on a website accessible through a series of technical checkpoints (Level A and Level AA). This ensures that websites and content are increasingly accessible to users with disabilities.
2. Policy Statement
Haldimand County is committed to fostering an inclusive community by actively identifying, eliminating, and preventing accessibility barriers in a manner that respects the dignity and independence of people with disabilities.
Haldimand County recognizes the diverse needs of its employees, stakeholders, and community members and is dedicated to providing facilities, programs and services that are accessible to all, as required by the Accessibility for Ontarians with Disabilities Act (AODA), 2005.
3. Purpose
This policy serves as a framework to guide the review and development of corporate standards, policies, and practices in the planning and delivery of municipal programs, services and facilities in Haldimand County that comply with the standards developed under the AODA.
4. Scope
This policy applies to all Haldimand County employees, volunteers, Volunteer Firefighters, members of Council, and to any third-party providers delivering goods, services, programs or facilities to the public, on Haldimand’s behalf, as required under the AODA.
5. Principles
Haldimand County strives to develop, implement and maintain policies governing the provision of goods, services, programs, and facilities to people with disabilities that align with standards defined within the IASR and AODA. In addition to referencing legislative requirements, this section highlights specific commitments, practices, and tools adopted by Haldimand County to support consistent and effective compliance.
5.1 General Standards
Haldimand County shall ensure the general requirements of the Integrated Accessibility Standards Regulation (IASR) under the AODA are met to achieve accessibility for persons with disabilities.
5.1.1 Haldimand County Accessibility Advisory Committee
Haldimand County has an active Accessibility Advisory Committee, made up of appointed community representatives who are either persons with disabilities, support/caregivers of people with disabilities or have other relevant interest, skill or lived experience.
The Committee shall provide advice to Council on the requirements and implementation of the AODA, preparation of accessibility reports, and other matters for which Council may seek advice. The full scope of the role of a Committee member can be found in the Terms of Reference.
5.1.2 Accessibility Policies
Haldimand County will maintain policies governing how the organization will achieve the requirements of the IASR as mandated by the AODA. These documents will be made available to the public and in accessible formats upon request.
5.1.3 Multi-Year Accessibility Plan
Haldimand County will establish, implement, maintain and make public a Multi-Year Accessibility Plan outlining the corporate strategy to identify, remove and prevent barriers and to meet the legislated requirements of the IASR. The plan shall be developed in consultation with the Accessibility Advisory Committee. It shall be posted on Haldimand County’s website and made available in an accessible format or with appropriate communications supports as soon as possible upon request.
5.1.4 Procurement of Goods, Services, and Facilities
When acquiring or procuring goods, services, or facilities, Haldimand shall incorporate accessibility criteria and features necessary within the procurement process and ensure those requirements are outlined in any procurement documentation.
All vendors and contractors providing goods, services or materials on behalf of Haldimand County must render all materials accessible according to the latest AODA standards, ensuring that all forms, documents, or information to be made public are accessible and comply with the latest version of WCAG. Where it is not practicable for a vendor or contractor to provide forms, documents or information in an accessible format, an explanation must be provided to staff.
5.1.5 Self-service Kiosks
In accordance with the IASR, Haldimand County will ensure that accessibility features are considered when designing, purchasing, or acquiring self-service kiosks. These features may include structural and technical elements such as screen contrast, audio instructions, tactile keyboards, and accessible paths of travel to support independent and secure use by persons with disabilities.
5.1.6 Training
Haldimand County will ensure that all persons to whom this policy applies to receive the following training as required by the Integrated Accessibility Standards:
- the Ontario Human Rights Code as it pertains to individuals with disabilities;
- the General Requirements and Customer Service modules prescribed under the IASR; and
- any additional IASR modules shall be assigned as appropriate to the individual’s specific duties and responsibilities within the Corporation.
The amount and format of the training given will be tailored to suit each person’s interaction with the public and their involvement in the development of policies, procedures and practices pertaining to the provision of goods and services.
The content of the training, regardless of format, will include:
- an overview of the purposes of the AODA;
- an overview of the requirements of the Integrated Accessibility Standards;
- instruction on Haldimand County’s policies, procedures and practices on the provision of goods and services to persons with disabilities;
- instruction on interacting and communicating with people with various types of disabilities;
- instruction on interacting with people with disabilities who use assistive devices, or require the assistance of a guide dog, other service animal, or a support person;
- information about the equipment or devices available on the County’s premises that may help with the provision of goods and services to people with disabilities; and
- instructions about what to do if a person with a disability is having difficulty accessing Haldimand County goods or services.
Training will be provided as soon as practicable upon an individual being assigned the applicable duties, as well as on an ongoing basis as changes occur to Haldimand’s policies, procedures and practices governing the provision of goods or services to persons with disabilities.
Haldimand County will keep records of the training, including the date on which the training is provided, the names of the people to whom the training is provided, and the number of individuals to whom it is provided. The names of individuals trained will be recorded for training administration purposes, subject to the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA).
5.2 Information and Communication Standards
Haldimand County strives to ensure that everyone can access the information they need. If someone experiences a barrier, we will provide alternate formats or communication supports to help make our materials accessible.
5.2.1 Accessible Formats and Communication Supports
As per AODA requirements, all information and communications that Haldimand produces, directly or indirectly through contractual relationships, must be made available in accessible formats upon request.
Upon request, Haldimand County shall consult with the requester to determine which format or support is required and provide or make arrangements to provide the material in a reasonable amount of time and at a cost that is no more than the cost charged for the original format of the information. If, in consultation with multiple divisions, the information or communication is determined to be unconvertible, Haldimand County shall provide the person requesting the information or communication with:
- an explanation as to why the information or communications are unconvertible; and
- a summary of the unconvertible information or communications.
When planning in-person events, staff shall consider incorporating virtual participation through a virtual meeting platform. Staff will endeavour to implement accessible and inclusive features when planning municipally hosted events.
Emergency procedures, plans, or public safety information shall be made available to the public in an accessible format or with appropriate communication supports as soon as possible upon request.
5.2.2 Accessible Websites and Web Content
To ensure web content accessibility, Haldimand County staff who are responsible for posting web content shall receive training to ensure web content and PDF documents are created and published in accordance with the WCAG 2.0, adhering to internal procedures.
Where possible, Haldimand County will make every effort to ensure website content is in HTML format and not posted with a PDF document.
Haldimand County will strive to ensure that documents provided to Haldimand on behalf of a third party that are to be posted on the corporate website will be in an accessible format, and if not, remediated in accordance with the WCAG 2.0, unless it is not practicable to do so.
5.2.3 Feedback
Haldimand County shall ensure its process for receiving and addressing feedback is accessible for persons with disabilities by providing, or arranging for, the provision of any document related to this service, in an accessible format or communication support upon request.
Feedback shall be collected by phone at 905-318-5932, by emailing accessibility@haldimandcounty.ca, online through the Customer Feedback Form and the Accessibility Request Form, and in person at our administration building in Cayuga.
5.3 Customer Service Standards
Haldimand County is committed to improving accessibility for all customers, regardless of ability, in a manner that respects dignity, independence, integration and equality of opportunity.
5.3.1 Assistive Devices
Persons with disabilities shall be permitted to use their own assistive devices to obtain, use or benefit from the goods, services, and facilities offered by Haldimand County, unless otherwise prohibited due to health and safety or privacy issues.
It is the responsibility of the person with a disability to ensure that their assistive device is operated in a safe and controlled manner at all times.
In circumstances where a person with a disability is unable to access Haldimand County services through the use of their own personal assistive device, Haldimand shall assess service delivery and potential service options to meet the needs of the individual, in accordance with the Ontario Human Rights Code.
Where Haldimand County-owned assistive devices are available, the AODA requires that they must be kept in good working order and the public must be informed of their availability. Staff within the applicable division must be trained in the application and use of the devices.
5.3.2 Service Animals
Persons with disabilities are welcome to bring their service animals with them when accessing Haldimand County facilities and services. Service animals are permitted in all areas unless excluded by law, such as food preparation zones under the Food Premises Regulation. In cases where a service animal cannot enter due to legal restrictions, Haldimand County will take reasonable steps to ensure the individual can still access services through alternative arrangements.
An animal is a service animal for a person with a disability if:
- the animal can be easily recognized as one that is being used by the individual due to their disability, based on visible indicators such as a vest or harness worn by the animal; and/or
- the individual presents documentation from a regulated health professional, as outlined in Section 80.45(4) of the IASR, confirming the need for the animal in relation to their disability; and/or
- the individual provides alternative identification, such as a guide dog ID card issued by the Ontario Ministry of the Attorney General.
5.3.3 Support Persons
Where a person with a disability is accessing Haldimand County goods, services, or facilities and is accompanied by a support person, the AODA requires Haldimand County to ensure that both persons are permitted to enter the premises together and the person with a disability is not prevented from having access to the support person while on the premises.
Haldimand County may require a support person to accompany a person with a disability for reasons of health and safety, either for the person with a disability or others on the premises. This should only occur where, after consulting with the person, it is determined that, based on the person’s needs and available evidence:
- A support person is necessary to protect the health and safety of the person with a disability or the health and safety of others on the premises; and
- There is no reasonable way to protect the health or safety of the person with a disability or the health and safety of others on the premises.
Any considerations on protecting health and safety must be based on specific evidence and not on assumptions.
5.3.4 Fares and Fees
Persons with disabilities shall not be charged more to access programs or services offered by Haldimand County.
If Haldimand County charges an admission fee or fare for accessing municipal goods, services, or facilities in connection with a support person’s presence, Haldimand County shall post a notice providing information in advance about the amount, if any, that is payable by the support person accompanying a person with a disability.
If Haldimand County requires a support person to accompany an individual for health and safety reasons, any applicable admission fees or fares shall be waived for the support person.
5.3.5 Notice of Service Disruptions
If a planned disruption affects facilities or services that people with disabilities rely on, Haldimand County will provide advance notice to help individuals plan accordingly. The notice will include details such as:
- the reason for disruption;
- anticipated duration of the disruption;
- description of alternate facilities or services, if available;
- contact information.
Notice will be shared in a way that is easy to find and understand, such as posting the information on premises, posted on the Haldimand County website, through social media, or whatever method is most appropriate for the situation. If the disruption is unexpected, Haldimand County will provide notice as soon as possible to help keep everyone informed and supported.
5.4 Employment Standards
Haldimand County is committed to fostering an inclusive workforce and will provide equitable treatment and accommodation, where necessary, to promote barrier-free employment. The requirements in this section apply only to Haldimand County employees. Volunteers and other non-paid individuals are not captured under this section.
5.4.1 Availability of Accommodations
Haldimand County shall provide written notification to the public of the availability of accommodations for persons with disabilities, upon request, throughout the hiring process, including:
- all employment postings;
- upon participation in the interview process; and
- when an offer of employment is made.
When arranging for the provision of accommodations, Haldimand County shall consult with the applicant to determine his or her specific accessibility needs.
5.4.2 Informing Employees of Supports
Haldimand County shall inform all employees of its policies and procedures used to support employees with disabilities, including, but not limited to, the provision of workplace accommodations. In doing so, Haldimand County shall provide this information to new employees during their workplace orientation training.
5.4.3 Accessible Formats and Communication Supports for Employees
When requested, Haldimand County shall consult the employee with a disability when providing, or arranging for the provision of, accessible formats or communication supports for information related to the employee’s job performance, and information generally provided to all employees.
5.4.4 Workplace Emergency Response Information
Haldimand County shall provide individualized emergency response information to employees with disabilities.
5.4.5 Individualized Accommodation Plans
Haldimand County shall establish a written policy for the development of individualized accommodation plans for employees with disabilities.
5.4.6 Return-to-Work Process
Haldimand County shall develop, and have in place, a return-to-work process for employees who have been absent due to a disability, and require workplace accommodations in order to return to work.
5.4.7 Performance Management, Career Development, and Redeployment
Haldimand County shall take into consideration the accessibility needs of employees with disabilities and all individualized accommodation plans when developing its performance management documents, tools, and resources.
When providing career development and advancement opportunities to its employees, Haldimand shall take into consideration the accessibility needs, as well as any individualized accommodation plans, of its employees with disabilities.
Haldimand County shall take into consideration the accessibility needs, as well as any individualized accommodation plans, when redeploying employees with disabilities.
5.5 Transportation Standards
Haldimand County is committed to facilitating accessible transportation through the licensing of accessible hired vehicles.
5.5.1 Duties of Municipalities: Accessible Taxicabs
Haldimand County shall consult with the Accessibility Advisory Committee, the public, and persons with disabilities on the appropriate proportion of on-demand accessible taxicabs.
5.5.2 Duties of Municipalities: Taxicabs
Haldimand County will consider potential barriers for residents, when reviewing the process of licensing taxicabs. Specifically, Haldimand County will ensure that brokers and operators of taxicabs are:
- not charging a higher fee to persons with disabilities than the fee charged to persons without disabilities for the same trip or distance; and
- not charging a fare for the storage and transportation of assistive devices or mobility assistive devices.
In addition, brokers and operators of taxicabs in Haldimand will be required to ensure their vehicle registration and identification information is not only placed on the rear bumper of the taxicab, but that it is also made available, in an accessible format, to passengers with disabilities.
5.6 Design of Public Spaces Standards
Haldimand County is committed to creating public spaces that are inclusive and barrier-free for everyone. This commitment is demonstrated through the County’s Accessible Design Standards (ADS) document, which guides the design of new buildings and the redevelopment of municipal facilities or public spaces, including those required through the IASR:
- Recreational trails and beach access routes;
- Outdoor public use eating areas;
- Outdoor play spaces;
- Exterior paths of travel;
- Accessible parking;
- Obtaining services; and
- Maintenance of accessible elements.
The ADS is updated regularly to reflect changes in legislation and best practices and aim to meet or exceed the requirements of the Ontario Building Code and the AODA’s Design of Public Spaces Standards.
5.6.1 Consultation
Haldimand County believes in the value of stakeholder engagement and shall provide an opportunity for both the public and the Accessibility Advisory Committee to be consulted on the development of public spaces, including but not limited to:
- Recreation trails and beach access routes;
- Outdoor public use eating areas;
- Outdoor play spaces;
- Rest areas along exterior paths of travel; and
- On-street accessible parking.
6. Roles and Responsibilities
Accessibility is a shared responsibility, and everyone has a part to play in making Haldimand County accessible to residents, visitors, and co-workers. Staff, volunteers and Members of Council are responsible for adhering to the parameters of this policy and for ensuring the needs of people with disabilities are addressed in goods, services, programs and facilities. The Customer Experience and Communications division is responsible for the development, implementation, maintenance, and annual review of policies and procedures that guide how Haldimand achieves accessibility. This includes recommending amendments to ensure continued compliance with applicable accessibility standards and legislated obligations, as outlined in the AODA and the IASR.
Supervisors and managers shall ensure that they and their staff are familiar with and comply with this policy.
7. Monitoring/Contraventions
Haldimand County is required to comply with provincial accessibility legislation, including the AODA and IASR. The Ministry responsible for accessibility may conduct audits or respond to complaints with little or no notice. Non-compliance may result in administrative penalties or other enforcement actions.
Supervisors and managers play a critical role in ensuring day-to-day operations align with this policy and applicable standards. They are responsible for monitoring divisional practices, supporting staff in meeting accessibility requirements, and addressing any gaps in compliance. Failure to meet the responsibilities outlined in this policy may result in disciplinary action, up to and including dismissal.
8. Legislative Authority
Contact Us
Haldimand County
53 Thorburn Street South
Cayuga, Ontario
Canada, N0A 1E0
Phone: 905-318-5932
After hours (Road, Sewer, Water or Park & Public Facilities Emergencies): 1-888-849-7345
