2025 AODA annual status update

On this page:

Vision and commitment

We're committed to meeting the requirements outlined in the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), and to:

  • treating all people in a way that supports the maintenance of their dignity and abilities
  • supporting integration and equal opportunity
  • meeting accessibility needs in a timely manner by identifying, preventing and removing barriers to accessibility and meeting accessibility requirements under the AODA and the Integrated Accessibility Standard Regulation (IASR)
  • working together to promote a culture of respect and acceptance for accessibility in Ontario

The AODA is intended to enable the development, implementation and enforcement of accessibility standards to achieve accessibility for Ontarians with disabilities. The IASR establishes the accessibility standards for the following areas:

  • information and communication
  • employment
  • design of public spaces
  • customer service
  • transportation

We’re committed to customer service excellence. Our programs and services are delivered in ways that reflect our values:

  • accountability
  • collaboration
  • empathy
  • integrity

Integrated Accessibility Standards Regulation

We’ve completed the following actions in accordance with the standards in the IASR.

Part one – general

Actions taken

  • Continued our quarterly and annual reporting to the WSIB Governance Committee, covering key accessibility metrics and compliance findings.
  • Continued providing accessibility recommendations, requirements and best practices relating to procurement to our staff and vendors and enhanced the vendor submission, questionnaire and vendor contract language.
  • Designed and piloted an AODA vendor engagement framework, enabling vendors to better align with the WSIB’s accessibility expectations and support continuous accessibility improvement.
  • Consulted team members who live with a disability on projects and new initiatives to understand their experience using WSIB employment tools.
  • Updated the WSIB’s Accessibility Policy to clarify that the cost of providing alternate formats belongs to the WSIB, not the requestor.

Part two – information and communications standard

Accessible formats and communication supports:

Actions taken

  • Expanded our accessibility resources and updated our internal SharePoint site.
  • Continued supporting the provision of accessible and alternate formats.
  • Provided our customers communication supports such as captioning, transcripts and sign language interpretation.
  • Enhanced and monitored our feedback process relating to accessibility.
  • Continued to promote and integrate the WSIB’s customer personas across the organization to strengthen accessibility-informed decision making.
  • Continued supporting the development of online services by providing W3C’s Web Content Accessibility Guidelines (WCAG) requirements, reviewing wireframes and consulting on defects and considerations for people with disabilities.
  • Supported the procurement of the WSIB’s usability testing conducted by people with disabilities using a range of assistive technologies, enabling continuous feedback on our products and systems.
  • Developed a standardized AODA compliance reporting template to track digital accessibility status across the WSIB’s digital products.

Part three – employment standard

The Accessibility Office continued working with Human Resources and business leaders on inclusive recruitment, employment and talent management practices.

Actions taken

  • Provided accessibility testing for internal communications, learning materials and software that WSIB team members use.
  • Worked with internal partners to develop resources and tip sheets for assistive software users, working with new software and applications that have usability gaps.
  • Continued consulting and obtaining feedback from team members with lived experiences of disability to understand and remove usability barriers they experience.
  • Increased awareness of accessibility-by-design principles and the importance of accessibility and inclusion through targeted internal and external communication initiatives.
  • Partnered with internal teams to integrate hearing loop technology into various meeting spaces with microphones. Enhancing accessibility for people who use hearing aids.
  • Advocated for consistent closed captioning and Communication Access in Real Time (CART) at live and virtual events.
  • Secured an Ontario Disability Employment Network (ODEN) membership to strengthen the WSIB’s outreach and promotion of employment opportunities for people with lived experience of disability.
  • Updated the Accessibility Office intranet landing page to provide feedback options across multiple channels for WSIB team members (email, phone, TTY, etc.)

Part four – customer service standard

Actions taken

  • Continued promoting and monitoring completion rates of AODA and human rights training courses for all WSIB team members, volunteers and Board members.
  • Continued to partner with internal divisions on providing alternate formats and support for complex document requests.
    Developed and hosted Accessibility “Help Bar” sessions for all team members to build skills in creating accessible documents, reports and presentations.
  • Documented best practices for effective communication strategies for people with disabilities in in-person and virtual environments.
    Responded to over 230 accessibility and accommodation-related customer enquiries.
  • Added the Accessibility Office’s contact information to wsib.ca to ensure users can access support before needing to submit the website feedback form.
  • Updated the Accessibility information on wsib.ca to reflect the transition from TTY to the 711 relay service, ensuring customers have accurate and accessible contact options.
  • Developed a feedback system for customer accommodations.

Accessibility feedback

We’re committed to improving our services for people with disabilities. Your feedback is important to help us identify barriers that limit or prevent you from interacting with us or receiving our services in an accessible format.

You can provide your feedback by filling out an accessibility request and feedback form, emailing us at [email protected] or calling 1-800-387-0750, TTY: Use 711, Monday to Friday, 7:30 a.m. to 5 p.m.

You can also mail your feedback to us at:

The WSIB: Accessibility Office
200 Front Street West
Toronto, Ontario M5V 3J1