Accessibility Policy

Table of Contents

Introduction
About MPAC
Ontario’s Accessibility Legislation
Purpose
Scope, Application and Compliance.
Scope
Application
Monitoring, Compliance and Enforcement
Principles
Statement of Commitment
Responsibilities
Employees, Directors and Third Party Service Providers
Manager, Freedom of Information and Records Management (FOI&RM)
Accessibility and Compliance Coordinator
Managers
Department Head
Vice President, Legal, Policy and Compliance
General Counsel
President and Chief Administrative Officer
Third Party Service Providers and Landlords
The Integrated Accessibility Standards Regulation (IASR)
General Requirements
Policies
Multi-year Accessibility Plans
Procurement
Self-Service Kiosks
Training
The Information and Communication Standards
Accessible Formats and Communication Support
Emergency Procedures, Plans and Public Safety Information
Accessible Websites and Web Content
The Employment Standards
Human Resources
Individualized Emergency Response Information
The Design of Public Spaces Standards (DOPS)
The Customer Service Standards (CSS)
Assistive Devices
Communication with Customers with Disabilities
Documents Available to the Public.
Service Animals and Support Persons
Notice of Temporary Disruptions
Feedback
Privacy
Definitions
Related Information
Contact

Introduction

About MPAC

The Municipal Property Assessment Corporation (MPAC) is an independent, not-for-profit Corporation, established and administered by the Municipal Property Assessment Corporation Act. MPAC’s prime responsibility is to accurately assess and classify all properties in Ontario in compliance with the Assessment Act and regulations set by the Government of Ontario.

Ontario’s Accessibility Legislation

MPAC is subject to the Accessibility for Ontarians with Disabilities Act (AODA). The purpose of the AODA is to “develop, implement and enforce accessibility standards with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises on or before January 1, 2025.”

As a not-for-profit organization, MPAC has a legal obligation to comply with accessibility standards developed under the AODA in accordance with the regulated timelines for “large organizations”.

The Integrated Accessibility Standards Regulation (IASR), passed under the AODA, establishes mandatory accessibility standards in the following areas:

  • Part I - General Standards address policies, plans, procurements and training.
  • Part II - Information and Communications Standards address the creation and dissemination of accessible information and communications such as documents and websites.
  • Part III - Employment Standards address all stages of the employment relationship such as recruitment, return to work, performance management and career development.
  • Part IV - Transportation Standards regulate conventional and specialized transit services.
  • Part IV.1 - Design of Public Spaces Standards address outdoor public spaces such as trails, eating areas, paths of travel and parking.
  • Part IV.2 - Customer Service Standards address the provision of goods, services or facilities and mandate accessible customer service policies, procedures and training strategies.
  • Part V – Sets out Compliance and Penalties

Purpose

This Policy articulates MPAC’s commitment to achieving and maintaining compliance with applicable requirements of the IASR.

Scope, Application and Compliance

Scope

The Policy commitments contained herein reflect mandatory requirements of the broadly scoped IASR.

Application

Adherence to this Policy is mandatory without exception and applies to:

  • Every person who is an employee of, or a volunteer with MPAC;
  • Every person who participates in developing MPAC policies; and
  • Every other person who provides goods, services or facilities on behalf of MPAC.

Monitoring, Compliance and Enforcement

Compliance with this Policy will be monitored by MPAC’s Accessibility and Compliance Coordinator in consultation with the Manager, Freedom of Information and Records Management. Significant compliance issues will be referred to General Counsel. Failure to comply with this Policy may result in disciplinary action, up to and including dismissal.

Principles

MPAC will use reasonable efforts to develop policies consistent with the following principles to integrate accessibility in its everyday service delivery model.

  • Goods, services or facilities will be provided in a manner that respects the dignity and independence of persons with disabilities;
  • The provision of goods, services or facilities to persons with disabilities will be integrated with the provision of goods, services or facilities to others, unless an alternative measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods, services or facilities;
  • Persons with disabilities will be given an opportunity equal to that given to others to obtain, use and benefit from the goods, services or facilities; and
  • When communicating with a person with a disability, MPAC will do so in a manner that takes into account the person’s disability.

Statement of Commitment

This Policy aligns with MPAC’s values, commitment to service excellence and envisions the provision of goods, services and facilities in a way that respects the needs of all customers. MPAC is committed to meeting the needs of persons with disabilities in a timely manner and will do so by continuously and proactively:

  • identifying, preventing and removing all types of barriers to access for persons with disabilities; and
  • complying with accessibility standards passed under authority of the AODA.

Responsibilities

Employees, Directors and Third Party Service Providers

  • Read, understand and apply the commitments and principles of this Policy; and
  • Model behaviour through decisions, actions and interactions that are consistent with the provisions and principles of the Policy.

Manager, Freedom of Information and Records Management (FOI&RM)

  • Certify and file necessary compliance reports to oversight and regulatory bodies, such as the Accessibility Compliance Reports required by the Ontario Ministry of Seniors and Accessibility; and
  • Manage MPAC’s corporate accessibility and compliance program.

Accessibility and Compliance Coordinator

  • Ensure MPAC meets all legislative and regulatory obligations;
  • Oversee and coordinate initiatives under the purview of this Policy under the direction of the Manager, FOI&RM;
  • Monitor and maintain this Policy in accordance with legal obligations;
  • Ensure this Policy is communicated across the corporation;
  • Provide accessibility focused advice on corporate initiatives and projects; and
  • Ensure that accessibility awareness and training programs are in place.

Managers

  • Ensure that office and client interaction environments and product deliverables are in compliance with this Policy;
  • Ensure that all direct reports comply with this Policy; and
  • Act on matters of non-compliance within their area of responsibility and advise the Accessibility and Compliance Coordinator where issues are noted elsewhere.

Department Head

  • Respond to and provide input into Policy changes;
  • Ensure that all direct reports comply with this Policy; and
  • Act on non-compliance with this Policy.

Vice President, Legal, Policy and Compliance

  • Ensure that all direct reports comply with this Policy;
  • Approve amendments to this Policy; and
  • Provide guidance and escalated compliance decisions on matters of compliance obligations and implementation of this Policy.

General Counsel

  • Provide support in the form of legal advice and opinions, statutory interpretations and guidance regarding compliance obligations and implementation of this Policy.

President and Chief Administrative Officer

  • Ensure that all direct reports comply with this Policy; and
  • Determine appropriate disciplinary responses to matters of non-compliance in consultation with relevant parties, such as manager(s), director(s), Department Heads, Human Resources and so forth.

Third Party Service Providers and Landlords

  • Familiarize and align contracted product or service delivery with this Policy and associated MPAC procedures or guidelines that may apply.

The Integrated Accessibility Standards Regulation (IASR)

MPAC will put the following Policy into practice to meet the requirements of Ontario’s accessibility standards as set out in the IASR.

General Requirements

Policies

MPAC will integrate accessibility into corporate policies, and will maintain this Policy as a compliance tool where no practical mainstreaming opportunity for an accessibility standard exists.

Multi-year Accessibility Plans

MPAC will update its multiyear accessibility plan on a five (5) year planning cycle. The plan will outline compliance measures, barrier removal and prevention strategies. MPAC believes in transparency and will make the multiyear accessibility plan available to the public.

Procurement

MPAC will incorporate accessibility design, criteria and features when procuring goods, services or facilities for use by employees, customers and stakeholders.
Third party service providers will be contractually required to represent and warrant their full compliance with the AODA and its regulations.

Self-Service Kiosks

MPAC will include accessibility features in self-service kiosks, and will consider a broad range of needs, preferences and abilities of the widest range of users at the design stage.

Training

MPAC will provide training on the IASR and on accessibility considerations under the Ontario Human Rights Code to:
1. Every person who is an employee of, or a volunteer with MPAC;
2. Every person who participates in developing MPAC policies; and
3. Every other person who provides goods, services or facilities on behalf of MPAC.

The Information and Communication Standards

Accessible Formats and Communication Support

Upon request, MPAC will provide information and communications material in an accessible format or with communication supports. MPAC shall consult with requestors to determine information and communication needs.

Emergency Procedures, Plans and Public Safety Information

MPAC will provide publicly available emergency planning and evacuation information in an accessible format or with communication supports upon request.

Accessible Websites and Web Content

MPAC will maintain all new internet websites and web content at WCAG 2.0 Level A and will transition to Level AA on or before Jan 1, 2021, except where not practicable or technically feasible.

The Employment Standards

MPAC is committed to developing an inclusive work place and will operate in compliance with all requirements of the Accessibility Standards for Employment. These standards have been integrated in MPAC’s Human Resources policies and procedures.

Human Resources

MPAC believes that accessibility is integral to all stages of the employment lifecycle and will notify the public and staff that accessibility needs will be accommodated during all stages, including recruitment, assessment and performance management. MPAC will accommodate persons with disabilities upon request.

Individualized Emergency Response Information

MPAC will provide individualized emergency response information to employees who have a disability on an as-needed basis, when accommodation has been requested.
The personal information of candidates and employees seeking accommodation or accessibility services is subject to the privacy protections of the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA). MPAC may only access and use this personal information to deliver services as permitted by the AODA and the IASR.

The Design of Public Spaces Standards (DOPS)

MPAC will continue its multi-stakeholder approach to accessibility of built environment spaces in base building areas. Newly constructed or renovated leasehold spaces intended for occupancy by MPAC employees will consider accessibility at the design stage; public/client services areas, such as service counters and waiting areas will be constructed in accordance with DOPS guidelines.

MPAC will regularly inspect accessible building elements to ensure good working order of these elements is maintained.

The Customer Service Standards (CSS)

Assistive Devices

Persons with disabilities may use their own assistive device(s) to obtain, use or benefit from goods, services or facilities provided by MPAC.

Communication with Customers with Disabilities

When communicating or providing information or services to persons with disabilities, MPAC will do so in a respectful manner that takes into account the persons disability.

Documents Available to the Public

MPAC will notify the public what documents it has prepared to achieve compliance with the IASR. Copies of these documents will be provided upon request and in an accessible format that takes into account a person’s disability when such has been requested.

Service Animals and Support Persons

MPAC will grant access to persons accompanied by a Guide Dog or a service animal to all premises open to the public unless otherwise excluded by law. MPAC will ensure employees receive training on how to respectfully interact with persons accompanied by a Guide Dog or service animal.

Persons accompanied by a support person will be permitted access to their support person while on MPAC premises.

Notice of Temporary Disruptions

In the event of a planned or unplanned temporary disruption affecting facilities or services, MPAC will provide a notice of the disruption to the public. The notice will be placed in a conspicuous location on the subject premises, appear on MPAC’s website and will also be communicated to persons who may telephone MPAC’s Customer Contact Centre.

Feedback

MPAC will receive feedback about the manner in which it provides goods, services and facilities to persons with disabilities. MPAC will ensure all feedback processes are accessible by accepting feedback from a wide range of communication methods
and providing or arranging for the provision of accessible formats and communication supports.

Privacy

MPAC takes privacy very seriously and will only disclose individual accessibility needs made known via feedback or any other process, to employees or agents on a need-to-know basis and only when it is necessary and proper for purposes associated with the provisions of MPAC deliverables, goods and services to the individual concerned.

Definitions

Accessible Format

Includes but not limited to large print, recorded audio and electronic formats, Braille and other forms deemed usable by a person with a disability

Personal Assistive Devices

Includes but not limited to mobility aids such as wheelchairs and walkers, oxygen tanks, hearing aids, TTY machines, prosthetic devices.

Communication

Means the interaction between two or more persons or entities or a combination of them where information is provided, sent or received.

Communication Supports

Includes but not limited to captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communication.

Disability

  1. 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 a wheelchair or other remedial appliance or device;
  2. a condition of mental impairment or a developmental disability
  3. a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language
  4. a mental disorder; or
  5. an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997

Guide Dog

Means a guide dog as defined in section 1 of the Blind Persons’ Rights Act

Information

Means data, facts and knowledge that exists in any format, including text, audio, digital or images and that conveys meaning.

Service Animal

An animal is a service animal for a person with a disability:

  • If it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
  • Documentation of a need for a service animal will be accepted from members of the following colleges of Ontario
  • Physicians and Surgeons
  • Nurses
  • Audiologists and Speech-Language Pathologists
  • Chiropractors
  • Occupational Therapists
  • Optometrists
  • Physiotherapists
  • Psychologists
  • Registered Psychotherapists and Registered Mental Health Therapists

Support Person

Means in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services.

Related Information

Contact

If you have questions, feedback or require an accessible format please feel free to contact us.

Contact Method

Contact Details

Telephone

1 866 296-6722

TTY

1 877 889-6722

Email

accessibilityaction@mpac.ca

Online

link to MPAC Feedback Form

Document Control:

The electronic version of this document is recognized as the only valid version.

Document Location:

Governance and Strategy

Review Frequency:

This document will be reviewed on an annual basis or as required.

Document Prime:*
*Enquiries relating to this document should be referred to the responsible Document Prime.

Manager, Freedom of Information, Privacy & Records Management

Approval History

Approver(s) Approved Date

President and Chief Administrative Officer

March 10, 2011

Revision History

Version No. Version Date Summary of Change Changed By

Original

March 10, 2011

N/A

N/A

01

September 1, 2011

Formatting update.

Vice President, Corporate Planning and Services

02

October 18, 2013

Update content and titles. Meet legislative requirements with total re-write. Rename the Policy.

Director, Employee Relations and Programs and Manager, Employee Relations.

03

November 28, 2014

Update to Procuring and Acquiring Goods (7.1.2).

Director, Employee Relations and Programs and Manager, Employee Relations.

04

January 27, 2020

Title shortened from “The Accessibility Standards for Ontarians with Disabilities Policy” to “Accessibility Policy”; Updated in accordance with O. Reg. 165/16; Responsibilities updated; Document structure changed to accessible format.

Accessibility & Compliance Coordinator and Manager, Freedom of Information, Privacy & Records Management

Web Content Accessibility Guidelines