What Ontario Law Actually Requires
If your business has a website and operates in Ontario, you almost certainly have legal obligations under the Accessibility for Ontarians with Disabilities Act (AODA). Specifically, Ontario Regulation 191/11 — the Integrated Accessibility Standards Regulation — sets out clear requirements for how organizations must communicate their commitment to accessibility.
One of those requirements is publishing an accessibility statement (sometimes called an accessibility policy or multi-year accessibility plan, depending on your organization's size). Think of it as a written declaration that tells customers, employees, and visitors what your business is doing to remove barriers for people with disabilities.
For private-sector businesses with one or more employees, the AODA requires a documented accessibility policy. Organizations with 20 or more employees must post that policy publicly and file an Accessibility Compliance Report with the Government of Ontario every three years.
This is not optional. It is the law.
---
Why Your Accessibility Statement Matters Beyond Compliance
Many business owners see accessibility documentation as a checkbox exercise. It is much more than that.
Approximately 2.6 million Ontarians live with a disability. That represents a significant portion of your potential customers, clients, and employees. A clear, honest accessibility statement signals that your business welcomes everyone — and that signal has real commercial value.
There is also straightforward legal exposure to consider. Businesses that ignore AODA requirements can face fines up to $100,000 per day for corporations. The province has increased enforcement activity in recent years, and filing deadlines are strictly tracked. A missing or inadequate accessibility statement is one of the most common compliance gaps auditors identify.
---
What to Include in Your Accessibility Statement
A strong accessibility statement does not need to be long or filled with legal jargon. It needs to be honest, specific, and easy to find on your website. Here is what to include:
Your Commitment to Accessibility
Open with a plain-language statement confirming that your organization is committed to providing accessible goods, services, and facilities to people with disabilities. Reference the AODA and Ontario Regulation 191/11 directly. This demonstrates that your commitment is grounded in regulation, not just goodwill.
What You Have Done and Are Doing
- Describe any accessible formats or communication supports you offer (for example, large-print documents, screen-reader-compatible website content, captioned videos)
- Note whether your physical location has accessible features such as ramps, accessible washrooms, or reserved parking
- Mention any staff training completed under the AODA Customer Service Standard
- Reference your multi-year accessibility plan if your business is required to maintain one
How Customers Can Request Accommodation
This section is critical. Customers and employees need to know how to ask for help. Include:
- A dedicated email address or phone number for accessibility requests
- A realistic response timeframe (for example, within two business days)
- Confirmation that you will work with the individual to find a suitable solution
Your Feedback Process
Ontario Regulation 191/11 requires that organizations have a process for receiving and responding to feedback about accessibility. State clearly how people can submit feedback, and confirm that all feedback will be acknowledged and addressed.
Document Details
At the bottom of your statement, include:
- The date the policy was last reviewed
- The name or title of the person responsible for accessibility within your organization
- A link to your multi-year accessibility plan (if applicable)
---
Where to Post It and How Often to Update It
Your accessibility statement should live on your website in a location that is easy to find — typically the footer, an "About" page, or a dedicated "Accessibility" page. The page itself must also be accessible, meaning it should be compatible with screen readers and meet the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA standard, which is required for most Ontario businesses under the AODA.
Review and update your statement at least once a year, or whenever your accessibility practices change significantly. Organizations with 50 or more employees are required to review their multi-year accessibility plan every five years at minimum, but annual reviews reflect better practice.
---
The Real Cost of Ignoring This
Business owners who skip this step are not simply missing a document. They risk:
- Government fines following a compliance audit
- Human rights complaints filed with the Ontario Human Rights Commission
- Reputational damage if a customer publicly discloses that your business was unresponsive to an accessibility request
- Lost business from the millions of Ontarians who prioritize shopping with inclusive organizations
Getting your accessibility statement in place is a straightforward, low-cost step that protects you on all of these fronts.
---
The fastest way to understand where your business stands right now is to see your website through the eyes of someone using assistive technology. Run a free AODA accessibility scan today to identify gaps in your web presence before an auditor — or a frustrated customer — does it for you. Knowing where you stand is the first step to getting it right.