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Level Access’ AODA Accessibility Plan

  • Our accessibility plan outlines how we create, work, and communicate in inclusive ways that are accessible to our customers and employees.
  • We have adopted accessibility policies, practices, and procedures including accessibility standards and training that meet or exceed accessibility standards covered by the AODA.
  • Our plan covers our policies as well as our efforts toward maintaining and improving accessibility in the future.
  • Our public accessibility statement page which is linked in the footer of each page of our website provides information on accessibility feedback as well as communication support request and documentation on accessible customer service. This document serves as notification of and is a copy of our AODA related accessibility policy and plan.

Our Commitment

Level Access was founded to make the digital world accessible for all.? It is Level Access’s policy to ensure that people with disabilities have full and equal opportunity to access and benefit from the information, products, and services offered by Level Access through our website and other digital assets.?We will do so by creating digital experiences that are inclusive and meet our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.

To ensure meaningful access and provide effective communication to people with disabilities, Level Access has undertaken the following measures.

Information and Communications

We communicate with people with disabilities in ways that consider their disability. When asked, we will provide information about our organization and its services in accessible formats or with communication supports:

  1. In a timely manner, considering the person’s accessibility needs due to disability; and
  2. At a cost that is no more than the regular cost charged to other persons.

We will consult with the person making the request in determining the suitability of an accessible format or communication support. If the organization determines that information or communications are unconvertible, the organization shall provide the requestor with:

  1. An explanation as to why the information or communications are unconvertible; and
  2. A summary of the unconvertible information or communications.

We meet the latest version of the internationally recognized Web Content Accessibility Guidelines (WCAG) Level AA website requirements in accordance with Ontario’s accessibility laws.

Public Accessibility Feedback

Level Access provides an accessibility statement and policy notice, linked from the homepage, soliciting feedback from our audience on how accessibility can be improved.

Level Access has established a process for receiving and responding to feedback, The feedback process specifies actions we will take if a complaint is received about the way we provide services to persons with disabilities. We welcome feedback on how to improve the accessibility of our website, platform and other digital content including feedback on our feedback process.?Please feel free to contact us:

  • Email:
  • Phone: 1-800-889-9659

All feedback, including complaints, will be handled in the following manner:

  • Feedback will be forwarded to the appropriate contact on our marketing, service, or support team.

Customers can expect a response in 5 business days or less.

Alternative Format, Documentation, and Communication Support Requests

Level Access makes available alternative formats and communication supports upon request in a timely manner. There is no additional cost for alternative format and communication support requests from the regular cost. The contact information for alternative format requests is provided on our accessibility statement page linked from the footer of each page on our website

In making alternative formats available, we always seek the person making the request’s consultation in determining the suitability of an accessible format or communication support.

Please feel free to contact us to request an alternative format or communication support:

  • Email:
  • Phone: 1-800-889-9659

Certain documentation regarding our feedback, training, and other accessibility processes are available upon request by anyone who asks. Please contact us for this information in accessible electronic format.


Accessibility Policies

Level Access has and maintains policies on how it achieves accessibility and meets AODA requirements. Level Access reviews its policies on an annual basis.

Level Access reviews, updates, and ensures sustained compliance with the applicable General, Information and Communications Standards, Employment Standards, and Customer Service Standards. This plan outlines our accessibility policy regarding AODA standards.

We commit to the following:

  1. We provide services in a manner that respects the dignity and independence of persons with disabilities.
  2. We provide services that are integrated with the servicesof others, unless an alternative measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefitservices.
  3. We give persons with disabilities an opportunity equal to that given to others to obtain, use and benefit from our services.
  4. When communicating with a person with a disability, we do so in a manner that considers the person’s disability.

Level Access’s policies address the use of assistive devices such as assistive technology by persons with disabilities to obtain, use or benefit from our services.

Notice of Temporary Disruptions

If there is a temporary disruption our services in whole or in part, Level Access shall give notice of the disruption to the public in an accessible way such as by electronic means on our website, platform, and/or social media channels.

Level Access has documentation setting out the steps that will be taken in connection with a temporary disruption.

Accessible Websites and Web Content

Level Access’s websites, platform, and other web content such as aspects of social media posts that are under our control conform to the latest version of the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2 AA.

Accessibility Plan

Level Access has established, implemented, and will maintain this multi-year accessibility plan, which is posted to our website, and shall provide this plan in an accessible format upon request. The plan is reviewed on a regular basis (at least every five years).

Procuring or Acquiring Goods and Services

Level Access considers accessibility design, criteria, and features when procuring or acquiring goods or services.


Level Access provides training on the requirements of the accessible customer service standards as well as Ontario’s accessibility standards referred to in this Regulation and on the Human Rights Code as it pertains to persons with disabilities. Level Access provides this training to:

  1. All people in Ontario who are an employee of, or a volunteer with Level Access.
  2. All persons in Ontario who participate in developing the organization’s policies; and
  3. All other persons in Ontario who provide goods, services, or facilities on behalf of the organization.

Training of our employees and volunteers on accessibility relates to their specific roles. Training includes:

  • Purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standards
  • Our policies related to the Customer Service Standards
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • What to do if a person with a disability is having difficulty in accessing our organization’s services.

We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies.

We maintain records of the training provided including the dates on which the training was provided and the number of individuals to whom it was provided.

Employment Standards

We notify employees, job applicants and the public that accommodations can be made during recruitment and hiring. We notify job applicants when they are individually selected to participate in an assessment or selection process that accommodations are available upon request. We consult with the applicants and provide or arrange for suitable accommodation.

We notify successful applicants of policies for accommodating employees with disabilities when making offers of employment.

Informing Employees of Supports

Level Access informs its employees of its policies used to support its employees with disabilities, including, but not limited to, policies on the provision of job accommodations that consider an employee’s accessibility needs due to disability.

Level Access provides this information required under this section to new employees as soon as practicable after they begin their employment.

Level Access will provide updated information to its employees whenever there is a change to existing policies on the provision of job accommodations that consider an employee’s accessibility needs due to disability.

Accessible Formats and Communication Supports for Employees

We notify staff that supports are available for those with disabilities as soon as practicable after they begin their employment. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that consider an employee’s accessibility needs due to a disability.

We will consult with employees when arranging for the provision of suitable accommodation in a manner that considers the accessibility needs due to disability. We will consult with the person making the request in determining the suitability of an accessible format or communication supports specifically for:

  1. Information that is needed to perform the employee’s job; and
  2. Information that is generally available to employees in the workplace

Emergency Plans

Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. With the employee’s consent, we will provide workplace emergency information to a designated person who is aiding that employee during an emergency.

  • We will provide the information as soon as practicable after we become aware of the need for accommodation due to the employee’s disability.
  • We will review the individualized workplace emergency response information:
  • When the employee moves to a different location in the organization.
  • When the employee’s overall accommodations needs or plans are reviewed; and
  • When the employer reviews its general emergency response policies.

Accommodation Plans

We have a written process to develop individual accommodation plans for employees. and, if requested, this will include any information regarding accessible formats and communications supports provided.

Return To Work Process

We have a written process for employees who have been absent from work due to a disability and require disability-related accommodations to return to work.

Performance Management

Our performance management processes consider the accessibility needs of all employees, as well as individual accommodation plans, in respect of employees with disabilities.

Career Development and Advancement

We consider the accessibility needs of our employees, as well as any individual accommodation plans, when providing career development and advancement opportunities to employees with disabilities.