The City’s Multi-Year Accessibility Plan (MYAP) is a requirement under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). It is a five-year plan to identify, remove, and prevent accessibility barriers across the organization by committing to specific initiatives and outcomes aimed at making sure that people with disabilities can participate in the City’s programs, services, facilities, public spaces, information and communication, and employment.
The City of Toronto Multi-Year Accessibility Plan 2020-2024 was recommended by the Toronto Accessibility Advisory Committee and approved by Toronto City Council in December 2019. Each year the City is required to post a status report on progress in implementing the Accessibility Plan.
The MYAP creates a road map which all divisions can follow in implementing the requirements of the AODA. In addition, the Accessibility Unit supports City employees through providing advice, policies, tools, resources and governance structures.
On behalf of Toronto City Council, I am pleased to share with you the City of Toronto’s Multi-Year Accessibility Plan (2020-2024).
Toronto is Canada’s largest city and one of the most diverse cities around the world. The City of Toronto serves an ever-changing population, including more than 400,000 Torontonians who have disabilities and 426,945 seniors. The seniors population is anticipated to double in the next 25 years. We recognize that planning for accessibility helps us create a more vibrant city for all residents to enjoy. That is why it is so important for us to continue to move forward on creating an accessible city and to ensure that we meet our goals.
We have made significant progress since our first multi-year accessibility plan, but there is more work to be done. As a government we need to work hard to remove barriers that limit the full participation of all those who live, work, play and visit Toronto. We must ensure we are creating a fully accessible Toronto.
As a world class city I appreciate the commitments made by the City Manager, staff and the Toronto Accessibility Advisory Committee to ensure Toronto is a leader when it comes to accessibility. I look forward to implementing this important plan and as Mayor I am committed to ensuring accessibility is a priority for our city.
Mayor John Tory
As Toronto City Manager, I am proud to present the City of Toronto’s 2020-2024 Multi-Year Accessibility Plan (MYAP) which outlines our continued commitment to identify, remove and prevent accessibility barriers.
As an employer, the City of Toronto has been recognized as one of Canada’s most diverse employers for four years in a row, as of 2019. The Toronto Public Service (TPS) strives to be a model for the rest of the city by embracing our differences and reflecting the diversity of the communities we serve. To achieve this, we strive to foster a work environment that is free of harassment, safe and welcoming, and inclusive for all employees. Embracing diversity and inclusion is one of our key workplace culture themes.
There have been significant accomplishments at the City to advance accessibility and our senior leadership is committed to making accessibility a top priority across the organization. The new MYAP is based on consultation and an in-depth review of accessibility status and planning efforts across the TPS. The plan reaffirms the City of Toronto’s commitment to accessibility and guides us as we continue on our accessibility journey. This plan is supported by the Accessibility for Ontarians with Disabilities Act (AODA) and the City’s Corporate Accessibility Policy which was adopted by Toronto City Council on June 28, 2018.
The City’s commitment to providing accessible, equitable and barrier-free services to all residents, visitors and employees helps us enhance the City’s capacity to achieve customer service excellence, meet legislative and policy obligations, and make Toronto an equitable, inclusive and prosperous city.
Chris Murray, City Manager
The 2020-2024 Multi-Year Accessibility Plan (MYAP) outlines goals and initiatives that reaffirm the City’s commitment to creating an accessible City and advancing efforts in building an equitable and inclusive society that values the contributions of people with disabilities.
The City is committed to the identification, removal and prevention of accessibility barriers. By doing so, the City will provide an accessible environment in which employees, residents and visitors with disabilities can access the City’s goods, services and facilities, including buildings, public spaces, information and communications, in a way that meets their individual needs.
The City is equally committed to supporting City employees through advice, policies, tools, resources and governance structures that promote an inclusive workplace and support employees in delivering accessible goods, services and facilities.
Under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) municipalities are required to develop a multi-year accessibility plan. The City of Toronto’s MYAP outlines how the City will advance accessibility in the following areas:
While the City of Toronto is compliant with the Integrated Accessibility Standards Regulation (IASR) under the AODA, the City’s MYAP focuses on maintaining and monitoring compliance, as well as promoting accessibility by design beyond legislative requirements. This plan covers the period from 2020-2024 and includes both new and continuing priorities that support the City of Toronto in the ongoing identification, removal and prevention of accessibility barriers.
The 2020-2024 MYAP was informed by consultations with the public, the Toronto Accessibility Advisory Committee (TAAC) and City Divisions. It is a document which will be reviewed and updated every 5 years with annual status reports posted in consultation with the Toronto Accessibility Advisory Committee.
 Accessibility barriers can include any of the following types of barriers:
 The Toronto Transit Commission maintains an independent multi-year plan and reports directly to the Province of Ontario on AODA compliance.
 Accessibility by design is understood in this document as intentionally incorporating accessibility into all planning, programming and delivery of goods, services and facilities.
The following MYAP principles serve to guide the City in actions, decision-making and service approaches pertaining to the delivery of City of Toronto goods, services and facilities.
The City of Toronto will lead by example in accessibility excellence by striving for maximum accessibility over minimum compliance. Senior leadership in all areas and at all levels of the organization are accountable for advancing accessibility in their areas of responsibility.
The City will:
City of Toronto goods, services and facilities will be provided to people of all abilities in a manner that respects the inherent dignity, diversity and abilities of all individuals.
The City will:
City of Toronto goods, services and facilities will be provided to people of all abilities in a similar way, unless an alternative measure is necessary to enable people with disabilities to obtain, use or benefit from the goods, services or facilities.
The City will:
A barrier-free environment is achieved when accessibility is intentionally incorporated into the design of all City planning, procurement and implementation of City goods, services and facilities to address the diverse needs of all employees, residents and visitors.
The City will:
The City of Toronto seeks new approaches and solutions to accessibility and adapts to new technologies that facilitate increased participation of City employees, residents and visitors with disabilities.
The City will:
Addressing accessibility barriers requires a collaborative approach and is a shared responsibility of City Divisions and staff, City Council and Torontonians. Accessible employee engagement / public engagement processes will help the City make more informed decisions, and build strong relationships with the communities the City serves.
The City will:
 Intersectionality recognizes that identities are not single social categories but are better understood as interlocking systems of social categories such as race, gender, class, ethnicity, disability, and sexuality that shape people’s lives through interactions across individual, institutional, cultural and societal spheres.
The general requirements of the Integrated Accessibility Standards Regulation (IASR) under the AODA require the City to have accessibility policies, a statement of commitment, and a multi-year accessibility plan. The development, implementation and maintenance of corporate policies governing how the City will achieve accessibility have been established, including:
The City of Toronto is required, under the AODA, to provide training on the requirements of the IASR and on the Ontario Human Rights Code to all employees, volunteers and persons who participate in developing City policies or provide services or goods on behalf of the City of Toronto.
The City of Toronto is required, under the IASR, to incorporate accessibility design, criteria when procuring or acquiring goods, services or facilities, except where it is not practicable to do so. The City’s Purchasing & Materials Management Division has established accessibility requirements to support City divisions in procurement activities.
The Information and Communications Standard under the IASR requires the City of Toronto to communicate and provide information in ways that are accessible to people with disabilities. The Technology Services Division established an AODA Compliance Public Facing Project Team to ensure AODA compliance and accessibility by design leadership in all City of Toronto digital communications and web content. The City of Toronto Digital Accessibility Standard was established to ensure digital accessibility in all services and information the City provides to employees, residents and visitors.
24. Continue to notify the public about the availability of accessible formats and communication supports (All Divisions).
25. Continue to ensure that any process for receiving and responding to feedback is accessible by providing or arranging for accessible formats and communication supports (All Divisions).
26. Continue to ensure that City employees understand the accommodation request process, including the requirement to arrange for accessible formats and communication supports, and the requirement to consult with the person making the request in order to determine suitable accessible formats or communication supports (All Divisions).
27. Research and develop a streamlined process for City employees to access American Sign Language (ASL), Communication Access Real-Time Translation (CART) and other accessibility services and supports to provide equitable access to City employees, residents and visitors with disabilities (People & Equity and Purchasing & Materials Management).
28. Develop and implement accessible information, communication and technology guidelines and standards to ensure the City is providing clear, accessible, appropriate and timely information and communication (Technology Services and Strategic Communications).
29. Conduct annual reviews of the City of Toronto Digital Accessibility Principles and Guidelines and update to reflect current best practices in digital accessibility (Technology Services and Strategic Communications).
30. Continue to ensure that the City’s websites and web applications incorporate the foundations of the City of Toronto Digital Accessibility Standard (Technology Services).
31. Regularly review compliance and usability best practices in order to identify ways to improve accessibility in information, communications and technology based on broader accessibility sector advancements and legislated requirements (Technology Services and Strategic Communications).
32. Develop and implement a process to review and assess requests for exceptions based on practicability and risk management as part of the City of Toronto Digital Accessibility Standard (Technology Services).
33. Continue to evaluate and remediate City website content and ensure that it meets or exceeds accessibility compliance requirements by providing the appropriate frameworks, tools, guidelines and training for use by all City Divisions (Technology Services and Strategic Communications).
The City of Toronto is committed to customer service excellence. This includes service provision that is both accessible to and inclusive of employees, residents and visitors with disabilities. The Accessible Customer Service Standard under the IASR requires the City of Toronto to provide accessible services for people with disabilities and to have policies and procedures in place to support accessible customer service.
34. Continue to embed and strengthen the focus on accessibility within the Customer Service Centre of Excellence (Corporate Services).
35. Review the Guide to Good Practice accessible customer service guidelines and update to reflect the highest standards in accessible customer service (People & Equity).
36. Continue to work with the Elections Accessibility Outreach Network to improve accessibility of election services through the identification, removal and prevention of barriers that affect electors and candidates with disabilities. (City Clerk’s Office).
37. Develop a comprehensive Accessibility Plan for municipal elections based on learnings from Election Accessibility Reports and consultation with the Elections Accessibility Outreach Network (City Clerk’s Office).
38. Continue to evaluate City programs and services to ensure inclusion and equitable participation of employees, residents and visitors with disabilities in City operated programs (All Divisions).
39. Embed an equity analysis within customer service processes at the City through the Fair Outcomes project (Corporate Services).
40. Formalize and implement accessible public consultation requirements to ensure all consultation activities are accessible and inclusive (All Divisions).
The Employment Standards under the IASR requires that the City of Toronto support the recruitment and accommodation of employees with disabilities. The City of Toronto is committed to advancing accessibility, diversity and inclusion of employees with disabilities. The People & Equity Division will continue to support the organization by providing quality people services.
41. Develop and implement an employment strategy for equity-seeking groups, including people with disabilities (People & Equity).
42. Develop a targeted outreach strategy for recruiting people with disabilities and ensuring an application process that is barrier-free. This will include increasing partnerships and outreach with organizations and agencies that support the employment of people with disabilities (People & Equity).
43. Continue to embed an equity analysis into all recruitment processes to remove any unintended accessibility barriers (People & Equity).
44. Review people services policies and procedures to identify, prevent and remove barriers to employment and development opportunities. This review will also serve to ensure ongoing compliance with legislation (People & Equity).
45. Continue the practice of preparing individualized accommodation and emergency response plans for City employees with disabilities (All Divisions).
46. Foster a culture of employee engagement and inclusion through analysis of the Employee Engagement Survey and the development of action plans in partnership with Communities of Inclusion, including the Employee Disability Network (People & Equity).
47. Continue to conduct an employment equity survey – Count Yourself In – to inform workforce planning priorities through data-informed decision making (People & Equity).
48. Support the Employee Disability Network (EDN) to promote professional development opportunities for employees with disabilities (People & Equity).
The Transportation Standard under the IASR outlines requirements to prevent and remove barriers to public transportation which are applicable to the Toronto Island Ferry, design of bus stops and shelters, and licensing of vehicles-for-hire, which includes taxicabs and private transportation companies. In addition to AODA requirements, the City of Toronto is committed to increasing accessibility and usability of all City sidewalks and roadways.
The Toronto Transit Commission (TTC) manages conventional and specialized transportation services, and maintains their own policies and plans.
49. Implement a Vehicle-for-Hire Accessibility Fund Program to help offset the higher cost of providing wheelchair accessible service, funded through a regulatory charge on members of the industry that do not provide this service (Municipal Licensing & Standards).
50. Continue to integrate accessibility considerations in the application of Toronto On-Street Bikeway Design Guide by consulting with the Toronto Accessibility Advisory Committee and the public, and by incorporating best practices (Transportation Services).
51. Continue to research and incorporate methods to improve accessibility on the City’s streets and sidewalks (Transportation Services).
52. Prepare the City of Toronto for automated vehicles, ensuring accessibility considerations are incorporated in the earliest planning stages. This includes consultation with Toronto Accessibility Advisory Committee to ensure an accessibility analysis is applied to future policies and plans (Transportation Services).
53. Include accessibility considerations and implications in the City’s Vision Zero Road Safety Plan by consulting with the community and the Toronto Accessibility Advisory Committee (Transportation Services).
54. Ensure public transportation equipment purchased, including Toronto Island ferries, meets or exceeds all provincial and federal legislated requirements for accessibility (Parks, Forestry & Recreation).
55. Conduct a review of snow clearing policies, practices and procedures using an accessibility and equity analysis and develop a strategy to reduce barriers that significantly limit the mobility of people with disabilities (Transportation Services).
56. Continue to fulfill requests for Accessible Pedestrian Signals and install with all new traffic signals and replacements of existing traffic crossing signals. (Transportation Services).
57. Install Tactile Walking Surface Indicators at all corners during state of good repair road rehabilitation projects (Transportation Services).
 The Toronto Transit Commission maintains an independent multi-year plan and reports directly to the Province of Ontario on AODA compliance. Visit the TTC’s Accessibility webpage for details.
The City of Toronto recognizes that built environment barriers are a form of discrimination and is committed to increasing the accessibility of public spaces. The Design of Public Spaces Standard under the IASR requires that newly-constructed or redeveloped public spaces are accessible. In addition, the City is compliant with the barrier-free design requirements of the Ontario Building Code and strives to achieve a high level of accessibility in public spaces as well as all City workspaces.
58. Continue to maintain and update the Toronto Accessibility Design Guidelines (TADG) (Corporate Real Estate Management).
59. Continue to prioritize and retrofit existing built environment barriers at facilities under its management to comply with the TADG (Corporate Real Estate Management, all Divisions with responsibility for the management of City of Toronto owned facilities and spaces).
60. Continue to implement accessibility improvements as part of State of Good Repair AODA Capital programs (Corporate Real Estate Management, all Divisions with responsibility for the management of City of Toronto owned facilities or spaces).
61. Ensure accessibility considerations are incorporated into Shelter Design Guidelines through best practice research and consultation with people with disabilities and the Toronto Accessibility Advisory Committee (Shelter, Support & Housing Administration).
62. Continue to maintain accessible elements in public spaces through monitoring and regularly planned preventative maintenance of accessible elements (All Divisions with responsibility for the management of City of Toronto owned facilities and spaces).
63. Continue to respond to temporary disruptions when accessible elements in public spaces are not in working order by notifying the public and prioritizing remediation (All Divisions with responsibility for the management of City of Toronto owned facilities and spaces).
 The TADG acts as a standard of best practice in accessibility for constructing and renovating City facilities and public spaces by meeting or exceeding the Ontario Building Code (OBC) Barrier-Free Requirements and the AODA Design of Public Spaces Standards.
The City of Toronto is committed to the prevention, identification and removal of accessibility barriers. The Multi-Year Accessibility Plan (MYAP) will be monitored by the People & Equity Division on an annual basis and status updates will be posted on the City’s website. The MYAP will be updated in 2025 in consultation with employees, residents and visitors with disabilities, the Toronto Accessibility Advisory Committee and City Divisions.
Accessibility is everyone’s responsibility and will be incorporated by design into the work of all City Divisions. The City’s MYAP will coordinate across all service areas to create a shift in the workplace culture with respect to attitudes about accessibility and disability. The City of Toronto will demonstrate and maintain accessibility excellence as an inclusive employer, service provider and municipal government.
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