Updated Oct 23 2018
North Inc.

Multi-Year Accessibility Plan


The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) was created with the goal of developing standards that would improve accessibility for people with disabilities across the Province. The AODA complements the requirements under the Human Rights Code and other laws that protect disabled persons from discrimination or harassment.

Ontario Regulation 429/07 establishes accessibility standards for Customer Service and Ontario Regulation 191/11 establishes accessibility regulations for Integrated Accessibility Standards. Both regulations apply to every designated public sector organization and to every other person or organization that provides goods or services to members of the public or other third parties and that has at least one employee in Ontario.


North is committed to treating all stakeholders, including our clients/customers, employees, job applicants, suppliers, the public and any visitors who may enter our premises, access our information or use our services, in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of persons with disabilities in a timely manner, and we will do so by preventing and removing barriers to accessibility and meeting legislative accessibility requirements.

The purpose of this policy is to provide a framework through which North can achieve service excellence for people with disabilities and meeting accessibility standards in accordance with the Integrated Accessibility Regulations of the Accessibility for Ontarians with Disabilities Act (“AODA”).


North is committed to providing customers with publicly available emergency information in an accessible way upon request. We will also provide employees with disabilities with individualized emergency response information when necessary.


North will take the following steps to ensure employees are provided with the training needed to meet Ontario’s accessible laws by January 1, 2015:

  • Making available our AODA Customer Service Standard Policy to employees
  • Requiring employees in Ontario to complete our AODA Training Course, which is available via HR Downloads
  • Tracking completion rates and following-up with employees that have not completed the course

North will review policies on an annual basis and incorporate accessibility into them whenever possible. The Multi-Year Accessibility Plan will be reviewed and updated at least once every five years, and as required.


North is committed to ensuring that the information it makes available on its websites are accessible to all users:

  • By January 1, 2014, new internet websites and web content on those sites conform with WCAG 2.0 Level A
  • By January 1, 2021, all internet websites and web content will conform with WCAG 2.0 Level AA

North will take the following steps to make sure all publicly available information is made accessible upon request by January 1, 2016:

  • Accept feedback on any accessibility concerns through a variety of communication mediums including email, in-person, phone, and written letters.


North is committed to fair and accessible employment practices.

We will take the following steps to notify the public and staff that, when requested, we will accommodate people with disabilities during the recruitment process, by January 1, 2016:

  • On the North career website we will specify that accommodations are available for applicants with disabilities
  • Inform applicants selected to participate in the interview process that accommodations are available during the recruitment process upon request
  • When requested, consult with the applicant and implement suitable accommodations

Upon hire, North will also ensure these steps are taken to improve accessibility for current employees, by January 1, 2016:

  • Implementing necessary changes to the work environment for employees of North
  • Inform employees of policies in place to support employees with disabilities
  • Provide accessible formats and communication accommodations for employees, upon request
  • Provide individualized workplace emergency response information to employees who have a disability
  • Develop individual accommodation plans and return-to-work policies for employees that have been absent due to a disability by following up with employees that are in the process of returning to work to see what accommodations can be made for them
  • Accommodate employees during performance management, career development and redeployment processes

North will also take the following steps to prevent and remove other accessibility barriers identified:

  • Seek feedback on accessibility at North from clients, guests, employees and other personnel
  • Determine the best action required to help accommodate anyone with a disability visiting our offices
  • Implement necessary accommodations and follow-up to ensure the situation has been resolved For more information or detailed versions of our program and plan, and accessible versions of North’s Accessibility Plan, please contact:

Culture & Talent Team 24 Charles St W Kitchener, ON N2G 1H2, Canada Toll-free - 1-888-777-2456 Email: aoda@bynorth.com