Accessibility for Ontarians with Disabilities Act (AODA)

AODA & Standards  

Overview of the AODA Legislation: 

  • The Accessibility for Ontarians with Disabilities Act became law in 2005
  • The goal of the legislation is to make Ontario accessible by 2025
  • To develop, implement, and enforce accessibility standard in both the public and private sector

Accessibility is about removing barriers, not a person’s disability.

Five Standards of AODA: 

  • Customer Service
  • Information and Communication
  • Employment
  • Transportation (Not applicable for the  CAS)
  • Built Environment

Customer Services Standard: 

  • Accessible customer service policy, procedures and practices
  • Training re:  this standard required for all employees, volunteers, students who interact with the public
  • Alternative communication method, availability and format of documents for persons with disabilities
  • Feedback policy and process from the public to the agency
  • Notice of temporary disruption to services posted for the public in accessible formats

Principles of AODA Customer Service:

In all interactions with the public, we will ensure that the following principles are followed: 

  • Dignity and Respect
  • Independence
  • Integration and
  • Equal Opportunity

Integrated Accessibility Standard Regulation (also referred to as the IASR): 

  • Established as regulation 191/11 on July 1, 2011
  • Brings together three standard areas in one proposed Regulation:
    1. Information and Communication
    2. Transportation, and
    3. Employment

AODA Related Legislation

Ontarians with Disabilities Act (ODA), 2001

The AODA is the afterward legislation of the Ontarians with Disabilities ACT (ODA), 2001. The ODA Act received Royal Assent on 14 December 2001 and came into force on February 7, 2002. The obligations under the ODA remain in effect as accessibility standards are developed under the AODA.

For more information please visit the Ontarians with Disabilities Act Committee’s website

Ontario Human Rights Code

The AODA does not supersede the Ontario Human Rights Code and if two laws conflict with one another, Section 38 of the AODA states that the law that provides the higher level of accessibility is the law that must be followed. Persons with disabilities who encounter barriers to services, facilities, housing or employment will continue to be able to file complaints under the OHRC, and the OHRC remains the key enforcement mechanism for individuals with disabilities.

For more information please visit the Ontario Human Rights Commission’s website.

Canadian Human Rights Act

The principle of the Canadian Human Rights Act is that “all individuals should have an opportunity equal with other individuals to make for themselves the lives that they are able and wish to have and to have their needs accommodated, consistent with their duties and obligations as members of society, without being hindered in or prevented from doing so by discriminatory practices “. The Ontario Human Rights Code requires organizations to accommodate people with disabilities to the point of undue hardship.

For more information please visit the Canadian Human Rights Commission’s website.

Customer Service Standard


Service Disruptions

The Children's Aid Society will post all service disruptions and office closures on our home page, and at our office sites.

TTY Service

Currently the Children's Aid Society of the District of Thunder Bay is using a free Text Telephone (TTY) Service through "Bell Relay Service".

How Bell Relay service works for a Text Telephone (TTY) user:

Persons who are deaf, hard of hearing or have a speech disability use a TTY to type their conversations to a Bell Relay operator. The operator then reads the typed conversation to the other party. The Bell Relay operator then types the other party’s spoken words back to the TTY user.

How Bell Relay service works for voice users:

You can easily initiate home or mobile phone calls to TTY users using the Bell Relay service. A Bell Relay operator will type your spoken words to TTY users and read back their replies.

How to use TTY Service 

TTY to Voice:

If you need to call Children’s Aid and require TTY service, please do the following using your TTY machine:

  • Dial 711 (The Bell Relay operator will answer saying Bell Canada Relay service, (operator’s name) speaking, followed by GA (for go ahead).
  • Type in 807 343 6100 and then type GA.  Type in the name of the person you are trying to reach, doing so helps the agent connect to the person you are calling. The Bell Relay operator will let you know as soon as someone answers the call, i.e. “John is on the line, GA” (if you provided a name).

General tips for TTY users:

  • When calling Children’s Aid, be sure to give the operator the name of the person (or extension) you are trying to reach. This way, the call will progress much more quickly, and the operator won’t have to keep repeating the procedures for using the Bell Relay Service system.
  • If you type the wrong word or message, either backspace or type XXX after the mistake.
  • When you finish your turn, remember to type GA to signal the other person to respond.
  • If the person you are trying to reach is already familiar with the Bell Relay service, tell this to the operator at the beginning of the call.
  • You can leave messages on answering machines or voicemail systems with the Bell Relay service. When you do so, you could mention that you have called using the relay service, and leave the Bell Relay service 1 800 number with your area code and phone number.
  • When the conversation is finished, type GA or SK (stop keying).  Complete your call by placing the handset back on the phone and turn the TTY power switch off.
  • Always wait for the Bell Relay operator’s GA before typing.

Website Accessibility

This website and web contents meet the standard WCAG 2.0 Level A.

Accessibility Plan and Policy

Useful Links

Accessibility Report

Download our Accessibility Report (.PDF), May 26, 2014

Accessibility Floor Plans