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Accessibility plan


The Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA) is a law that was passed by the Province of Ontario which allows the government to develop and enforce specific standards for accessibility. The standards are intended to achieve accessibility for people with disabilities in the areas of customer service, transportation, the built environment, information and communication, and employment.

LifeWorks is committed to respecting the dignity and independence of people with disabilities. We believe in integration and equal opportunity, and strive to meet the needs of people with disabilities in a collaborative manner.

To honour its commitment, LifeWorks has developed the following plan designed to enhance its current policies, practices and procedures for the accessibility of its customers and employees in Ontario.

This document is available to the public at, and in an accessible format on request by:


Accessibility Officer
895 Don Mills Rd.
Tower One, Suite 700
Toronto, Ontario M3C 1W3


Accessible emergency information

LifeWorks is committed to ensuring that its premises are safe for people with disabilities.LifeWorks has developed procedures so that persons with disabilities who require assistance in an emergency situation can be identified and partnered with an able bodied designate for evacuation purposes.

LifeWorks is also committed to working with employees with disabilities on individualized emergency response processes in accordance with the Integrated Standards Regulation to the AODA.


LifeWorks currently provides training on its accessible customer services policies, practices and procedures to its customer‐facing employees and representatives.

The training also includes information on the Integrated Standards Regulation to the AODA and the Ontario Human Rights Code as it relates to people with disabilities.

The topics addressed are as follows:

  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Accessibility Standards for Customer Service;
  • How to interact and communicate with people with various types of disabilities;
  • The purpose of assistive devices and how to interact and communicate with people who use them;
  • The purpose of service animals and how to interact with people who use them;
  • The purpose of support persons and how to interact with people who are accompanied by a support person; and
  • What to do if a person with a disability is having difficulty accessing LifeWorks services.

LifeWorks employees and customer‐facing representatives in Ontario are also required to read LifeWorks' Policies, Practices and Procedures for Accessible Customer Service document in addition to any other internal documents on accessibility at LifeWorks.

A Record of Training is kept and used to ensure that all employees and customer‐facing representatives receive the necessary training. New employees and customer‐facing representatives receive the training as part of their orientation process. Training refreshers will also be provided to new employees and customer facing representatives from time to time and on an on‐going basis.

Information and communications

Technological innovation and communication are important to LifeWorks. LifeWorks' websites have been created in accordance with many of the recommendations and guidelines set out in WCAG 2.0, Level A.

The organization will continue to enhance its websites based on WCAG 2.0, Level A and will create a work plan for its Information Technology Department so that its applicable websites and/or webpages incorporate WCAG 2.0, Level AA guidelines and recommendations in accordance with the Integrated Standards Regulation to the AODA for January 1, 2021.

LifeWorks has taken steps to ensure that its feedback processes are accessible to people with disabilities. The organization will continue to complete regular maintenance on its feedback processes so that alternatives are available should the existing versions be found insufficient. To date, feedback can be provided by mail, phone, writing, and in person.

LifeWorks is dedicated to ensuring that all publically available and customer‐specific information is made accessible. The organization offers its services in a number of different modalities. It has also developed an alternative format request process so that it can accommodate any specific requirements. LifeWorks will continue to look for ways to enhance the accessibility of information as appropriate and will continue to respond to unique situations in a timely manner.

Employees with disabilities can also access employee communications and internal resources in alternative formats on request.


LifeWorks is committed to fair and accessible employment practices.

When requested, LifeWorks will accommodate people with disabilities during the recruitment, assessment and orientation processes. LifeWorks will include language in its job postings to make applicants aware that accommodations for those with disabilities will be available should they be needed.

As a leader in disability management, LifeWorks is accustomed to developing individual accommodation plans for employees with disabilities and return‐to‐work plans for employees who’ve been absent from the workplace due to an injury or illness.

Design of public spaces

LifeWorks will consult the Accessibility Standards for the Design of Public Spaces when building or making major modifications to the offices it occupies. In an office environment, LifeWorks, public spaces may include:

  • Outdoor public eating areas;
  • Outdoor paths of travel, like sidewalks, ramps, stairs, curb ramps, rest areas and accessible pedestrian signals; and
  • Accessible off street parking.

LifeWorks will also continue to notify the public of any service disruption and of alternatives available.

Plan reviews and updates

This plan will be reviewed and updated every five years in accordance with the Integrated Standards Regulation to the AODA. The next scheduled update is January 1, 2024.