A National Standard of Canada is a standard developed by a Standards Council of Canada (SCC) accredited Standards Development Organization, in compliance with requirements and guidance set out by SCC. More information on National Standards of Canada can be found at www.scc.ca.SCC is a Crown corporation within the portfolio of Innovation, Science and Economic Development (ISED) Canada. With the goal of enhancing Canada's economic competitiveness and social well-being, SCC leads and facilitates the development and use of national and international standards. SCC also coordinates Canadian participation in standards development, and identifies strategies to advance Canadian standardization efforts.Accreditation services are provided by SCC to various customers, including product certifiers, testing laboratories, and standards development organizations. A list of SCC programs and accredited bodies is publicly available at www.scc.ca.

Please read this Accessibility Standards Canada (ASC) legal notice (hereafter referred to as “ASC legal notice”) before using this standard document. ,

3.1 General

The Canadian Accessibility Standards Development Organization (operating as “Accessibility Standards Canada”) standards are developed through a consensus-based standards development process approved by the Standards Council of Canada. This process brings together volunteers representing varied viewpoints and interests to achieve consensus and develop standards. ,

3.2 Understanding this edition of the standard

Revisions may have been or may eventually be developed in relation to this edition of the standard. It is the responsibility of the users of this document to verify if any revisions exist. ,

3.3 Disclaimer and exclusion of liability

This document was developed as a reference document for voluntary use. It is the responsibility of the users to verify if laws or regulations make the application of this Standard mandatory or if trade regulations or market conditions stipulate its use, for example, in technical regulations, inspection plans originating from regulatory authorities, and certification programs.Although the primary application of this Standard is stated in its scope, it remains the responsibility of the users of this Standard to judge its suitability for their particular purpose. It is also the responsibility of the users to consider limitations and restrictions specified in the purpose and/or scope of this Standard.This document is provided without any representations, warranties, or conditions of any kind, expressed or implied, including without limitation, implied representations, warranties or conditions concerning this document’s fitness for a particular purpose or use, its merchantability, or its non-infringement of any third party’s intellectual property rights. Accessibility Standards Canada makes no representations or warranties in respect of the accuracy, completeness, or currency of any of the information published in this document. Accessibility Standards Canada makes no representations or warranties regarding this document’s compliance with any applicable statute, rule, regulation or combination thereof. Users of this document should consult applicable federal, provincial, and municipal laws and regulations. Accessibility Standards Canada does not, by the publication of its standards documents intend to urge action that is not in compliance with applicable laws, and this document may not be construed as doing so.In no event shall Accessibility Standards Canada, its contractors, agents, employees, directors, or officers, or His Majesty the King in Right of Canada, his employees, contractors, agents, directors, or officers be liable for any direct, indirect, or incidental damages, injury, loss, costs, or expenses, however caused, including but not limited to special or consequential damages, lost revenue, business interruption, lost or damaged data, or any other commercial or economic loss, whether based in contract, tort (including negligence), or any other theory of liability, arising out of or resulting from access to or possession or use of this document, even if Accessibility Standards Canada or any of them have been advised of the possibility of such damages, injury, loss, costs, or expenses.In publishing and making this document available, Accessibility Standards Canada is not undertaking to render professional or other services for or on behalf of any person or entity or to perform any duty owed by any person or entity to another person or entity. The information in this document is directed to those who have the appropriate degree of knowledge and experience to use and apply its contents, and Accessibility Standards Canada accepts no responsibility whatsoever arising in any way from any and all use of or reliance on the information contained in this document.Accessibility Standards Canada publishes voluntary standards and related documents. Accessibility Standards Canada has no power, nor does it undertake, to enforce conformance with the contents of the standards or other documents published by Accessibility Standards Canada. ,

3.4 Intellectual property and ownership

As between Accessibility Standards Canada and users of this document (whether it be printed, electronic or alternate form), Accessibility Standards Canada is the owner, or the authorized licensee, of all copyright and moral rights contained herein. Additionally, Accessibility Standards Canada is the owner of its official mark. Without limitation, the unauthorized use, modification, copying, or disclosure of this document may violate laws that protect Accessibility Standards Canada and / or others’ intellectual property and may give rise to a right in Accessibility Standards Canada and / or others to seek legal redress for such use, modification, copying, or disclosure. To the extent permitted by licence or by law, Accessibility Standards Canada reserves all intellectual property and other rights in this document. ,

3.5 Patent rights

Some elements of this Standard may be the subject of patent rights or pending patent applications. Accessibility Standards Canada shall not be held responsible for identifying any or all such patent rights. Users of this Standard are expressly informed that determination of the existence and / or validity of any such patent rights is entirely their own responsibility. ,

3.6 Licence to comments

In this ASC legal notice, a “comment” refers to all written or orally provided information, including all suggestions, that a user provides to Accessibility Standards Canada in relation to a standard and / or a draft standard. By providing a comment to Accessibility Standards Canada in relation to a standard and / or draft standard, the commenter grants to Accessibility Standards Canada and the Government of Canada a non-exclusive, royalty-free, perpetual, worldwide, and irrevocable licence to use, translate, reproduce, disclose, distribute, publish, modify, authorize to reproduce, communicate to the public by telecommunication, record, perform, or sublicense the comment, in whole or in part and in any form or medium, for revising the standard and / or draft standard, and / or for non-commercial purposes. By providing the comment, the commenter confirms that the commenter is the sole owner of the copyright or has the authority to license the copyright on behalf of their employer or principal, the commenter confirms their ability to confer the licence, and the commenter waives all associated moral rights, including, without limitation, all rights of attribution in respect of the comment. Where the provider of the comment is not the comment’s author, the provider confirms that a waiver of moral rights by the author has been made in favour of the provider or the comment’s copyright owner. At the time of providing a comment, the commenter must declare and provide a citation for any and all intellectual property within the comment that is owned by a third party. ,

3.7 Authorized uses of this document

This document, in all formats including alternate formats, is being provided by Accessibility Standards Canada for informational, educational, and non-commercial use only. The users of this document are authorized to do only the following:Load this document onto a computer for the sole purpose of reviewing it.Search and browse this document.Print this document if it is in electronic format.Disseminate this document for informational, educational, and non-commercial purposes.Users shall not and shall not permit others to:Alter this document in any way or remove this ASC legal notice from this Standard.Sell this document without authorization from Accessibility Standards Canada.Use this document to mislead any users of a product, process or service addressed by this Standard.Reproduce all of, or specific portions of the standard within other publicly available standards documents or works, unless Accessibility Standards Canada grants, in writing, permission to do so and the following attribution is included by the user: “This material comes from [insert title of standards] and cannot be further reproduced without Accessibility Standards Canada’s authorization”.If you do not agree with any of the terms and conditions contained in this ASC legal notice, you must not load or use this document or make any copies of the contents hereof. Use of this document constitutes your acceptance of the terms and conditions of this ASC legal notice.National Standard of CanadaCAN-ASC-5.2.1:2026Accessible Service Delivery Published in May 2026 by Accessibility Standards CanadaA departmental corporation of the federal government320, St-Joseph Boulevard, Suite 246, Gatineau, QC, J8Y 3Y8To access standards and related publications, visit accessible.canada.ca or call 1-833-854-7628.Cette Norme Nationale du Canada est disponible en versions française et anglaise.ICS codes: 03.060, 03.080, 03.100, 03.160, 03.200, 03.220, 03.240, 11.180, 35.020, 91.040ISBN: 978-0-660-98623-4Catalogue number: AS4-35/1-2026E-PDF© His Majesty the King in Right of Canada, as represented by the Minister responsible for the Accessible Canada Act, 2026.No part of this publication may be reproduced in any form without the prior permission of the publisher.

4.1 Leadership

Mahadeo Sukhai (Chairperson), Researcher, Co-founder and Chief Operating Officer, IDEA-STEMLisa Snider (Vice-Chairperson), Senior Digital Accessibility Consultant and Owner, Access Changes Everything Inc. ,

4.2 General interest

Cameron Stockdale, President & CEO, Work Wellness InstituteMajid Turmusani, Board member, Every Canadian Counts CoalitionMarie-Claude Gagnon, Senior Advisor, Accessibility, Human Rights Office, University of OttawaMelanie Stone, Professor of Disability Studies, Western University ,

4.3 Persons with disabilities and public interest

Angie Conrad, Anti-ableism and Age Inclusivity Specialist, University of ManitobaCara Wilkie, Principal Accessibility Consultant & COO, Left Turn Right TurnJameson Jones-Doyle, Interim Executive Director, Capitals Hub Canada ,

4.4 Policy makers

Jessica Burylo, Public Education Outreach Officer, Parks CanadaKenneth Aquin-Abboud, Senior Program Analyst, Health CanadaTeresa Lee, Senior Service Designer, Government of British Columbia and Inclusive Design Lead, Inclusive InnovationsMitchell Wanless, Assistant Director, Immigration, Refugees, and Citizenship Canada (IRCC) ,

4.5 Standards users

Alicia Jarvis, Senior Project Manager, Accessibility, BellMonica Ackermann, Head of Accessibility, Scotiabank (retired)NikI Ramesh, Digital Accessibility Manager, CBC ,

4.6 Project Manager

Jillian Nicol, Senior Program Advisor, Accessibility Standards Canada

This is the first edition of CAN-ASC-5.2.1, Accessible Service Delivery.This Standard is intended to align with other relevant standards, such as:CAN-ASC-EN 301 549:2024-Accessibility requirements for ICT products and services (EN 301 549:2021, IDT);CAN-ASC-1.1:2024 (REV-2025)-Employment;CAN-ASC-3.1:2025-Plain Language;CSA/ASC B651:23 Accessible design for the built environment; andCSA/ASC B651.2:25 Accessible design for self-service interactive devices including automated banking machines.This Standard is intended to align with relevant acts, codes, regulations, and statutes, such as:Accessible Canada Act; andAccessible Canada Regulations.This voluntary Standard can be used for conformity assessment.Development of this Standard was undertaken by Accessibility Standards Canada (ASC). The content was prepared by the Technical Committee on Design and Delivery of Accessible Programs and Services, selected by ASC, under the authority of ASC management, and has been formally approved by the Technical Committee.Note 1: This Standard was developed by consensus, which is defined as a substantial agreement implying much more than a simple majority, but not necessarily unanimity. Consistent with this definition, a member may be included in the Technical Committee list but not be in complete agreement with all the Clauses in this Standard.Note 2: This Standard is subject to periodic review, and suggestions for improvement will be referred to the appropriate technical committee. ,

5.1 International agreements

5.1.1 Convention on the Rights of Persons with Disabilities

The United Nations’ Convention on the Rights of Persons with Disabilities protects and promotes the rights and dignity of persons with disabilities without discrimination, and on an equal basis with others. Parties to the Convention are required to promote and ensure the full enjoyment of human rights of persons with disabilities, including full equality under the law. The Convention has served as the major catalyst in the global movement towards viewing persons with disabilities as full and equal members of society.This Standard aligns with the following Articles in the Convention:Article 5 – Equality and non-discriminationArticle 6 – Women with disabilitiesArticle 7 – Children with disabilitiesArticle 8 – Awareness-raisingArticle 9 – AccessibilityArticle 14 – Liberty and security of personArticle 16 – Freedom from exploitation, violence and abuseArticle 17 – Protecting the integrity of the personArticle 18 – Liberty of movement and nationalityArticle 20 – Personal mobilityArticle 21 – Freedom of expression and opinion, and access to informationArticle 22 – Respect for privacyArticle 23 – Respect for home and the familyArticle 24 – EducationArticle 25 – HealthArticle 26 – Habilitation and rehabilitationArticle 27 – Work and employmentArticle 28 – Adequate standard of living and social protectionArticle 29 – Participation in political and public lifeArticle 30 – Participation in cultural life, recreation, leisure and sport

5.1.2 Sustainable Development Goals

The United Nations 2030 Agenda for Sustainable Development and its 17 Sustainable Development Goals are a global call to action. They aim to leave no one behind and address social, economic, and environmental challenges. Canada and 192 other United Nations member states adopted the 2030 Agenda in 2015. Standards can provide concrete and actionable guidance towards the achievement of the Goals.This Standard contributes to the following Goals:Goal 1 – End poverty in all its forms everywhereGoal 4 – Ensure inclusive and equitable quality education and promote lifelong learning opportunities for allGoal 10 – Reduce inequality within and among countriesGoal 11 – Make cities and human settlements inclusive, safe, resilient and sustainableGoal 16 – Promote peaceful and inclusive societies for sustainable development, provide access to justice for all and build effective, accountable and inclusive institutions at all levelsGoal 17 – Strengthen the means of implementation and revitalize the Global Partnership for Sustainable Development

6.1 General

This Standard provides requirements for the realization of an equitable, inclusive, and barrier-free service delivery experience for all people throughout the delivery of services.The purpose of this document is to promote accessible service delivery that allows all people to obtain, use, and benefit from services that are offered by service providers. Accessible service delivery provides all people with the opportunity to:receive essential information about a service that meets their communication needs;access a service through any means offered, whether in-person, through the phone, digitally, or through any other means of access; andreceive services in a manner that meets their individualized needs.This Standard promotes equity-based requirements that go above mandatory minimums. This means that the technical requirements in this Standard strive to provide the highest level of accessibility for the widest range of users.Service providers that apply these requirements promote inclusive service delivery that responds to the needs of the widest range of people.In the spirit of this Standard, whenever possible, people with disabilities should be consulted and involved in the development of accessible services to achieve an equitable outcome.It is also important to consider multiple perspectives that can make service delivery more effective and meaningful. As such, reaching out to employees who deliver a service, people who receivezz a service, and the public can provide ideas on how to improve the accessibility of service delivery.Organizations working with or representing people with disabilities can also offer a perspective on the different types of barriers that people might experience. They can also connect service providers with people with disabilities to provide input and feedback on service delivery.For the purposes of this Standard, when the service provider is referred to, this also includes any subcontractor or third parties delivering services on behalf of the service provider. When people are referred to, it includes anyone that is a customer, service recipient, or member of the general public.The Standard respects and complements the principles, purpose, and requirements of the Accessible Canada Act through the following principles:Services are provided in a manner that respects the dignity and independence of people with disabilities.People with disabilities are given an opportunity equal to that given to others to obtain, use, and benefit from a service.When communicating with people with disabilities, the service provider does so in a manner that is accessible to them. ,

6.2 Barriers this Standard aims to address

Instead of focusing on specific disabilities, this Standard focuses on the barriers to service delivery that people might experience within the following broad categories:  Language and comprehension barriers: Barriers related to unfamiliar language and the way information is presented, making the information hard or impossible to understand.Memory, attention, and processing barriers: Barriers that make it hard to pay attention to, retain, or process information because of stress, cognitive overload, or attention-related challenges. These difficulties could arise from complex, lengthy, or dense texts, visuals, or audio, leading to reduced understanding.Emotional and distress-related barriers: Barriers that trigger emotional distress or trauma responses, making it hard for people to pay attention to and understand the information.Information access and navigation barriers: Barriers that make it hard to find, follow, or move through information in digital, printed, or physical environments.Visual, hearing, and format barriers: Barriers caused by texts, visuals, or audio without alternate formats.Digital and interactive accessibility barriers: Barriers that make digital communications hard to use for finding, understanding, and using information.Environmental barriers: Barriers caused by scents and chemicals in the environment, such as some perfumes, cleaning products, or byproducts of current or recent construction.Physical barriers: Barriers related to built or natural environments that make it hard for people to move around, access services, engage in personal care, communicate, or see. These barriers can arise from objects that require strength or dexterity to use.Policy barriers: Barriers caused by rules, policies or practices that result in some people receiving unequal access or being excluded, which reinforce systemic inaccessibility.Attitudinal/knowledge barriers: Barriers that are caused by ableism, stereotyping, paternalism, and/or lack of knowledge about disabilities.

7.1 Purpose

This Standard specifies the technical requirements for providing accessible service delivery that allows all people to obtain, use, and benefit from services. ,

7.2 Intended audience

This Standard is intended for any organization or person seeking to advance accessibility. ,

7.3 Terminology

In this Standard, three terms are defined as follows:Shall: Expresses a requirement, or a provision that the user is obliged to satisfy to comply with the Standard.Should: Expresses a recommendation, or that which is advised but not required.May: Expresses an option, or that which is permissible within the limits of the Standard.Notes accompanying clauses do not include requirements or alternative requirements; the purpose of a note accompanying a clause is to separate explanatory or informative material.Notes to tables and figures are considered part of the table or figure and may be written as requirements.Annexes are designated normative (mandatory) or informative (non-mandatory) to define their application.

This Standard refers to the following publications, and where such reference is made, it shall be to the edition listed below. ,

8.1 Normative

The following standards are necessary for applying this Standard in certain contexts:Accessibility Standards CanadaCAN-ASC-1.1:2024 (REV-2025) – EmploymentCAN-ASC-3.1:2025 – Plain LanguageCAN-ASC-EN 301 549:2024 – Accessibility requirements for ICT products and services (EN 301 549:2021, IDT)CSA Group/Accessibility Standards CanadaCSA/ASC B651:23 Accessible design for the built environmentCSA/ASC B651.2:25 Accessible design for self-service interactive devices including automated banking machines ,

8.2 Informative

This Standard refers to the following acts, codes, and statutes, and where such reference is made, it shall be to the edition listed below.Government of CanadaAccessible Canada Act, 2019Accessible Canada Regulations, 2021

The following definitions apply to this Standard:Accessible format — Formats that collectively present information in ways that can be perceived, understood, and used by all individuals.Note 1: There is no one format that is fully accessible to all. Accessible formats are responsive to the needs of the person using the format.Note 2: Examples include (but are not limited to) digital formats, audio formats, braille, print, large print, plain language, and signed languages.Alternate method of service delivery — An approach to deliver services to people with disabilities that achieve the objective of the service, which is implemented when the original service delivery method(s) is (are) inaccessible or unusable, and cannot practicably be made accessible or usable. Note: In developing alternate methods of service delivery, service providers might consider more than one option that achieves the objectives of the service.Barrier — Anything that hinders a person’s full and equitable participation in services.Note: Barriers include but are not limited to the following:ArchitecturalAttitudinalPhysicalKnowledgeTechnologicalBased on information or communicationsThe result of a policy or practiceThe result of legislationSource: Adapted from the Accessible Canada ActCommunication supports — Supports that people with disabilities might use to access, understand and express information.Note: Communication supports include but are not limited to the following:Sign language interpretationWriting, email, or textingCaptioningAudio descriptionAssistive listening systemsMagnification devicesAugmentative and alternative communication devices, including:letter, word, or picture boards; anddevices and applications that convert text to speech.Reading aloudRephrasing in clear languageHuman assistanceSource: Adapted from the Accessibility for Ontarians with Disabilities Act Integrated Accessibility StandardsDisability — Any impairment, including a physical, mental, intellectual, cognitive, learning, communication or sensory impairment—or a functional limitation—whether permanent, temporary or episodic in nature, or evident or not, that, in interaction with a barrier, hinders a person’s full and equal participation in society.Source: Accessible Canada ActEquitable — Ensuring people have access to the resources and opportunities in the delivery of services that are necessary to obtain, use, and benefit from the service in a way that meets their unique and individual needs and preferences.Guide dog — A dog that guides a person who is blind or partially sighted and was trained by an organization or individual certified in guide dog training.Mobility aid — Any manual or electric wheelchair, scooter, walker, cane, crutch, prosthesis, or other aid that is specifically designed to assist a person with a disability with a need related to mobility.Plain language — A communication is in plain language if its wording, structure, and design are so clear that the intended audience can easily find what they need, understand what they find, and use that information.Source: CAN-ASC-3.1:2025 — Plain LanguageService — Any activity that helps people get what they need, such as information, support, or completing tasks. Services can be delivered in-person, through the phone, digitally, or through any other means of access.Service dog — A dog that assists a person with a need related to their disability and was trained by an organization or person with expertise in service dog training.Note: A service dog is typically identifiable by visual indicators, such as a vest or harness, and is expected to behave in a controlled and non-aggressive manner. Service provider — Any organization that delivers services or benefits to people.Support person — A person who accompanies a person with a disability to assist with disability-related needs. They might assist a person with a disability with communication, medical needs, mobility, or other tasks. A support person might be a friend or family member, or a paid support worker.Note: For the purposes of this Standard, a sign language interpreter or Deafblind Intervenor is considered a support person.

10.1 Policies, practices and measures

The service provider shall develop, establish and implement easily available policies, practices and measures in plain language (complying with CAN-ASC-3.1:2025) to provide accessible services and communication through all available methods of service delivery and communication. Examples include but are not limited to:In-personThrough the phone (including TTY or VRS)Digital service deliveryAny other means of accessNote: People with disabilities may experience barriers to accessing some methods of service delivery or communication for reasons outside of the control of the service provider. Offering multiple means to access service or communication alleviates the effect of these barriers. However, these multiple means to access services or communications are accessible only if:people know about them;people are able to easily find information about them; andthey are easy to navigate.The service provider shall consult with people with disabilities when developing these policies, practices and measures.To ensure that these policies, practices and measures are implemented by all staff, the service provider shall comply with CAN-ASC-1.1:2024 (REV 2025).

10.1.1 Access to policies, practices, and measures

The service provider shall ensure that policies, practices, and measures are:available to the public; andaccessible to people with disabilities, complying with Clauses 10.3 and 12.

10.1.2 Ease of access

The service provider shall ensure that the process for requesting alternate methods of service delivery or accessible formats, or both, are:easy to find;simple to navigate; andaccessible.Note 1: If the process to request alternate methods of service delivery or accessible formats is difficult to find or complex to navigate (for example, if you have to click through multiple menus to find it, or if the process involves filling out complex forms) this will in itself be a barrier to service, and many people with disabilities will end up going without the service due to the inaccessibility of the process.Note 2: Whether or not something is easy to find and easy to navigate is best determined through consultation with people with disabilities. ,

10.2 Equitable service delivery

10.2.1 Planning for accessible service delivery

The service provider shall:assess their services to ensure they meet the needs of people with disabilities, including:the different ways that people interact with the service being delivered; andthe intersectional experience of accessibility and barriers;Note: Intersectionality is the interconnected nature of identity factors (e.g., race, ethnicity, culture, language learning, spirituality, religion, age, disability or multiple disabilities), and how the interaction between these factors influences the way we experience service delivery. Users of this Standard are encouraged to consider intersectionality in the delivery of services.ensure that people with disabilities receive sufficient time to complete forms and processes;Note: People with disabilities experience additional barriers to completing forms and processes and might need extra time or extended deadlines.ensure that their delivery methods do not create extra costs or unnecessary burdens for people with disabilities receiving the service;avoid delays that are under the service provider’s control in providing services to people with disabilities;ensure that people with disabilities receive services that are equitable to the services given to other people, including the time, place and method of service delivery;ensure that people with disabilities are not denied the opportunity to access, use, or benefit from a service, provided they are otherwise eligible for that service​; andNote: A person with a disability might be represented by a support person. Denying service to the support person amounts to denying service to the person with a disability.ensure that eligibility requirements do not have the effect of screening out or denying full participation by people with disabilities, unless such criteria are essential to the service being provided.

10.2.2 Timeframes

The service provider shall provide requested alternate methods of service delivery and accessible formats without undue delay relative to original formats, services and communications.When feasible, the service provider should have alternate methods of service delivery and accessible formats prepared so people are able to access them with the least amount of delay.Note: When determining timelines or possible delays for alternate methods of service delivery and accessible formats, consider:the circumstances;any deadlines the person is facing;the urgency of the request (for example during an election or applying for employment insurance);the impact of a delay; andhow quickly others are able to access the information or service using the original format or method of service delivery. ,

10.3 Accessible communication

10.3.1 Accessible format communication

The service provider shall:notify the public about the availability of accessible formats and communication supports and how to access these services and supports (see Clause 10.1.2);inform people and their support people of the different communication formats available, including digital and physical formats and privacy options;communicate with people and their support people in the format that is accessible to them;upon request, provide or arrange accessible formats and communication supports for people with disabilities that:are provided in consultation with the person making the request, so that the accessible format or communication support is appropriate for their needs;are provided without undue delay complying with Clause 10.2.2;meet the person’s needs; andNote: Intersecting identities are part of meeting a person’s needs. For example, a person may have multiple disabilities, or be a language learner, and not be fluent in the language that the service is being delivered in.are available at a cost that is no more than the regular cost charged to other people;provide electronic information or communication complying with Clause 12; andcomply with CAN-ASC-EN 301 549:2024.

10.3.2 Profiles of people who receive service

Where profiles or records are maintained, the service provider shall request and document people’s preferred communication formats.This information shall be collected with the people’s informed consent and used solely to support accessible service delivery.The service provider shall ensure that these records are reviewed and updated periodically, and that people are informed of their right to revise or withdraw their preferences at any time.If the service provider decides to no longer offer a communication method, they shall notify the person accessing the service and provide a way to receive additional information or discuss the decision. ,

10.4 Alternate methods of service delivery

10.4.1 Alternate method of service delivery process

The service provider shall develop, implement, and make public a written process to offer and provide alternate methods of service delivery to people with disabilities when the original methods result in a barrier.The process shall include:how the alternate service method of service delivery will be actively offered (see Clause 10.1.2);how to request the alternate method of service delivery; andhow the service provider will make decisions about such requests, ensuring timeliness and collaboration as outlined in Clause 10.2.2 and Clause 10.4.2 c).The service provider shall make provisions for addressing requests that are submitted outside the established process.The service provider should make every effort to fulfil requests that are submitted outside the established process.

10.4.2 Alternate method of service delivery provision

The service provider shall ensure the alternate method of service delivery:is provided upon request;meets the person’s needs;is developed collaboratively by the service provider and the person requesting the alternate method of service delivery;is agreed upon by the person requesting the alternate method of service delivery;provides an equitable level of service to the level of service other people receive;is available without additional costs to the person requesting the service; andis provided without undue delay, complying with Clause 10.2.2.

10.4.3 Agreement on alternate method of service delivery

If the requested alternate method of service delivery cannot be provided, the service provider shall:provide an explanation as to why the requested alternate method of service delivery cannot be provided;work with the person with a disability to identify additional alternatives to ensure the receipt of the service without causing undue hardship; andidentify and implement an accessible method of service delivery.

11.1 General

When communicating with a person with a disability, the service provider shall:use the person’s preferred method of communication; andif the service provider cannot accommodate the preferred method of communication, provide an accessible form of communication, complying with Clauses 10.3 and 12. ,

11.2 Essential information

11.2.1 Providing essential information

The service provider shall provide essential information to people.Note: This information is required so people fully understand the service(s) being offered as well as how to access them.

11.2.2 Consultation for identifying essential information

The service provider shall consult with people with disabilities to determine what constitutes essential information.Note: What constitutes essential information varies depending on the needs of the person and the function of the service provider. Consulting people with disabilities ensures that their needs are taken into account in determining what is essential information.

11.2.3 Communicating essential information

The service provider shall focus communication on necessary and essential information, with enough context to complete the task or activity referenced in the communication.When communicating essential information, the service provider shall:clearly emphasize this information in all formats;use plain language complying with Clause 11.3;offer clear instructions in accessible formats complying with Clauses 10.3 and 12;allow sufficient time for a response, complying with Clause 10.2.1 b); anduse easy to understand visual and auditory aids to summarize complex information (for example, using accessible infographics in accessible formats to summarize the key benefits between different services). ,

11.3 Plain language

The service provider shall create communication that is clear, timely, accurate, and accessible in plain language, in compliance with CAN-ASC 3.1:2025. ,

11.4 Communication interpretation and Intervenor services

11.4.1 In-person services

The service provider shall ensure access to interpretation services, delivered by certified professionals where applicable, in compliance with Clause 10.3 c) and d).The service provider should ensure access to in-person interpretation services.Note: In-person interpretation services include but are not limited to signed languages interpretation, Deafblind Intervenor services, protractile interpretation, and oral interpretation.

11.4.2 Virtual services

Where in-person interpretation is not feasible, the service provider shall, in consultation with the person with a disability, ensure virtual interpretation services are used.The service provider shall ensure that virtual interpretation services comply with Clauses 10.3 and 12 .Note: Examples of virtual interpretation services include, but are not limited to, text relay, sign relay, lip-reading relay, and speech to speech relay. ,

11.5 Disruption of services

11.5.1 Notification of disruptions

The service provider shall develop, implement, and make public, a process to be followed for planned and unplanned temporary disruptions to a service, which describes:the steps to be taken when planned and unplanned disruptions occur;the methods and locations used to notify and communicate disruptions to internal and external partners; andthe roles and responsibilities of all parties involved when planned and unplanned disruptions occur.

11.5.2 Notice of disruptions

The service provider shall ensure that the notice of disruption:is provided in accessible digital and physical formats complying with Clauses 10 and 12;is provided in advance with as much notice as possible, when planned, and as soon as possible, when unplanned;includes the estimated duration of the disruption;describes available alternatives to minimize the impact of the disruption;provides contact information where a person could receive immediate assistance; andis provided through the same channels that individuals use to access the service or obtain information about it.Note: Examples of notification methods include, but are not limited to, individual or group emails, phone calls, text messages, large print signage at location of disruption, social media posts, website posts.

12.1 Platforms

The service provider shall ensure that all technological, virtual and digital platforms used to deliver service are accessible and meet the needs of people with disabilities complying with CAN-ASC-EN 301 549:2024. ,

12.2 Service platforms and delivery

The service provider shall ensure that services delivered on technological, virtual and digital platforms are delivered in an accessible manner, complying with Clause 10.2.

13.1 Application

The requirements of Clause 13 shall apply to any one or more of the following:The design, construction and occupancy of all new buildings.The alteration, major renovation, reconstruction, relocation and occupancy of all existing buildings.Both site-built and factory-constructed buildings.Note: Occupancy is the use or intended use of a building or part thereof for the shelter or support of people, animals or property. Alteration is a change or extension to any matter or thing or to any occupancy regulated by this Standard. A building is any structure used or intended for supporting or sheltering any use or occupancy. ,

13.2 Information

The service provider shall make the following information publicly available:A map and description of the layout and wayfinding for the physical environment.Written descriptions, photographs, and image descriptions of the physical environment, location, and accessibility features, including accessible entry and exit ways.Description of emergency egress (exit), type of fire alarms, and elevators.Contact information of an employee for questions, accommodation requests or alternate methods of service delivery options.For part a), the service provider shall:consult people with disabilities or organizations that represent people with disabilities in the development of part a) items i), ii), and iii);share digital information in a format complying with Clause 12; andshare information in an accessible format complying with Clause 10.3.Upon request, the service provider shall provide the information in part a) in an accessible format complying with Clause 10.3. ,

13.3 Built environment

13.3.1 Design of built environment

The service provider shall ensure that the built environment elements that facilitate access to a service shall comply with the following clauses of CSA/ASC B651:23, specifically:interior circulation in clause 5;exterior circulation in clause 8;signage in clause 4.6;the built environment of information kiosks in clause 8.6.7;vehicular access in clause 9; andinterior facilities, including sanitary facilities in clause 6.Note: There are physical elements that impact accessibility beyond those addressed in CSA/ASC B651:23, including but not limited to:furniture;temporary storage;temporary signage;service dog relief areas (see Clause 13.5); andmaintenance.To ensure an accessible built environment, the service provider might consider these elements in addition to the ones listed above.

13.3.2 Queuing lines and waiting areas  

The service provider shall ensure that queuing lines and waiting areas:are located near the main entrance to the space where services are provided, are clearly identified, and easy to find;have adequate prioritized seating for people who might need it in or near the waiting area;comply with CSA/ASC B651:23; andhave an announcement system that, if used, shall:include both a visual and audible notification system; andbe staffed with someone to offer assistance guiding the person being called to the next service location.

13.3.3 Self-service devices 

Self-service interactive devices used in service delivery shall comply with CSA/ASC B651.2:25. ,

13.4 Emergency provisions

The service provider shall: provide visible alarms, emergency signage, areas of refuge, evacuation plans, and accessible egress routes that comply with CSA/ASC B651:23; andupon request, the service provider shall make evacuation plans available in an accessible format complying with Clause 10.3. ,

13.5 Guide dog or service dog relief areas

The service provider shall work with the property owner or manager to:provide a guide dog or service dog relief area;ensure that the guide dog or service dog relief area is near the entrance closest to where the service(s) is being offered; andensure that the guide and service dog relief area:has the following features that comply with the following clauses of CSA/ASC B651:23, specifically:an accessible route in clause 8.2;slope in clause 8.2.3;firm and stable surface in clause 4.4;overhead cover allowing for sufficient headroom in clause 4.5.1; andsignage in clause 4.6;is at least 2,600 mm x 2,600 mm; andhas a waste bin and waste disposal bag near the entrance of the relief area that is regularly maintained.

14.1 General

Where applicable, if a person with a disability is accompanied by a support person, the service provider shall:allow the person with a disability to enter with their support person;admit the support person without requiring proof that the person with a disability requires a support person;allow the person with a disability to always be accompanied by their support person while accessing the service; andallow the support person to remain with the person with a disability without requiring them to pay any fees or other charges.

15.1 Entry on premises

The service provider shall:unless prohibited by law, ensure that a person with a disability is:permitted to enter the premises with the guide dog or service dog; andallowed to keep the guide dog or service dog with them at all times;permit a person with a disability to enter and remain on the premises with a guide dog or service dog unless the dog’s behaviour is aggressive or unduly disruptive; andwhen a dog’s behaviour requires removal from the premises, only deny entry or request removal of the dog for the current visit, and shall not bar entry for future visits. ,

15.2 Equitable and integrated access

The service provider shall ensure people with disabilities who use guide dogs and service dogs:are permitted in all the same areas as other people and are not isolated;receive equitable services to other people; andare provided service without being charged fees that do not apply to people without animals. If a service provider charges a fee for pets, they shall waive this charge for service dogs or guide dogs. ,

15.3 Inquiries and documentation

The service provider shall:permit entry to the guide dog or service dog without requiring or requesting documentation to validate its identity;instruct staff to not ask about a person’s disability or lived experience; andinstruct staff to only ask if an animal is a guide dog or service dog, as per the definitions in Clause 9 in this Standard. ,

15.4 Alternatives

If guide dogs and service dogs are prohibited from entry by law, the service provider shall make this information publicly available.If guide dogs and service dogs might be negatively affected by a health and safety concern, the service provider shall describe all aspects of the service that guide dogs or service dogs are not able to safely access.When a guide dog or service dog cannot safely or legally accompany a person with a disability, the service provider shall communicate with the person who uses a guide dog or service dog in advance to identify and provide an appropriate and mutually agreed upon alternate method of service delivery (see Clause 10.4).

Training is a vital aspect of accessible and equitable service delivery. People with disabilities are not responsible for educating or informing service providers about their disabilities or how to interact with them. Service providers should have a foundational knowledge of disability awareness and etiquette to provide respectful, informed and equitable service. ,

16.1 People who must receive training

The service provider shall provide training about accessible service delivery to the following people:All employees of the service provider, including senior management.All volunteers of the service provider.Anyone who is involved with the delivery of a service.Anyone who provides services on behalf of the service provider.Anyone who works directly with the public or whose work impacts the public. ,

16.2 Contents of training

The service provider shall ensure that training for people identified in Clause 16.1:includes a review of:the Accessible Canada Act;the Accessible Canada Regulations;the Canadian Human Rights Act;the requirements of this Standard;the service provider’s strategies, policies, and procedures related to accessibility; andother applicable laws;provides specific information on:attitudinal barriers, ableism and anti-ableism;apparent and non-apparent disabilities (also referred to as visible and non-visible);the principles of inclusive design;other barriers and accommodations (see Clause 6.2);what to do if a person with a disability encounters a barrier to service(s);how to consult with people with disabilities;the availability of the service provider’s accessibility features and services;how to interact with people with disabilities who:use an assistive device or adaptive technology;use a mobility aid;use communication supports;are accompanied by (a) support person(s); andare accompanied by a guide dog or service dog; andhow to use equipment, assistive devices, or adaptive technology provided by the service provider that may help with the delivery of service(s) to a person with a disability;Note 1: An assistive device is any medical device, mobility aid, communication aid, or other aid that is specifically designed to assist a person with a disability.Note 2: Adaptive technology is any technology that is modified to assist a person with a disability.Note 3: Inclusive design is a design that considers the full range of human diversity with respect to ability, language, culture, gender, age and other forms of human difference.Source: The Inclusive Design Research Centreis appropriate to the duties of people who must be trained; andis relevant to the specific scenarios, circumstances and use cases that are going to be encountered in the performance of the duties of the person who is being trained.Note: For example, employees directly engaging with the public might need different training than employees in non-public facing roles, including decision-making roles. ,

16.3 Development and delivery method

16.3.1 Development

The service provider shall develop training in consultation with people with disabilities and shall appropriately compensate them for their time and expertise.The service provider may include input from organizations with relevant subject matter expertise that represent people with disabilities in the development of training materials.

16.3.2 Delivery method

The service provider should include people with disabilities as key members of the team delivering the training.When people with disabilities are included in the team delivering the training, the service providers shall appropriately compensate them for their time and expertise.The service provider may include input from organizations with relevant subject matter expertise that represent people with disabilities in the delivery of training.Note: It is critical that the privacy and dignity of all people with disabilities are respected regardless of their role. When facilitating training, they are not obligated to share lived experience unless they are comfortable and voluntarily doing so.

16.3.3 Accessibility of training

The service provider shall ensure that training is accessible by:using digital platform(s), whether synchronous or asynchronous, virtual or hybrid, that are compliant with CAN-ASC-EN 301 549:2024 ;providing training content, documents, materials, equipment and resources that are accessible to the participants, based on their needs;delivering and presenting content in ways that are accessible to participants;Note: For example, presenters need to narrate and describe information that is shared visually.adapting content to the needs of participants with disabilities as necessary;delivering content in plain language, where appropriate;using accessible and inclusive teaching and learning approaches in delivering training and assessing knowledge; andholding in-person or hybrid training events at barrier-free training sites.Note: Barrier-free training sites are compliant with CSA/ASC B651:23, and need to also consider desks, chairs, room layout, audio-visual technology, and other components of the space. ,

16.4 Timing

The service provider shall provide training to individual(s), complying with Clause 16.1 :before or immediately after the person joins the organization or begins working with the service provider;that is ongoing and updated in connection with changes to the service provider’s measures, policies, and practices regarding accessible service delivery; andat a minimum of every two years. ,

16.5 Training information

The service provider shall prepare and maintain a training policy and plan that:summarizes the content of the training; andspecifies when the training is to be provided.Upon request, the service provider shall provide a copy of the document in an accessible format complying with Clause 10.2. ,

16.6 Review of training programs

16.6.1 Timing of review

The service provider shall conduct a review:of their training materials on accessible service delivery at minimum every two years; andwhen:new information on how to provide services to people with disabilities emerges;there are changes to processes that impact how services are delivered, or new processes are developed;new services are introduced; orthere are changes to relevant standards and regulations.

16.6.2 Review of content

 When reviewing training content, the service provider shall:consult people with disabilities;appropriately compensate the people with disabilities consulted for their time and expertise;ensure that the training materials continue to offer practical information; andincorporate new information on how to provide accessible service delivery to people with disabilities.When reviewing training content, the service provider may consult with organizations with relevant subject-matter expertise that represent people with disabilities. ,

16.7 Maintenance of training records

The service provider shall keep records of the training provided under Clause 16 that includes:A list of people that have been trained.The dates on which they were trained.A copy of the training policy and plan, complying with Clause 16.6.A copy of the training content delivered.

The service provider shall establish a process for receiving, acknowledging, addressing, and responding to feedback related to accessible service delivery in a timely manner, in accordance with Annex A .Note 1: Annex A was adapted from the requirements of Part 1 of the Accessible Canada Regulations (SOR/2021-241) .Note 2: The Accessible Canada Regulations require service providers to accept feedback in all mechanisms used to communicate with the public. The Regulations also require service providers to accept anonymous feedback. Clauses 10 and 11 of this Standard require the service provider to communicate in accessible ways, including in the receipt of feedback.Note 3: The Accessible Canada Act and the Accessible Canada Regulations require the service provider to develop feedback processes and publish descriptions of those processes.Note 4: Refer to the Guidance on the Accessible Canada Regulations: Descriptions of feedback processes (See Annex B).

Note 1: This Annex is a mandatory part of this Standard.Note 2: This annex includes text adapted from the Accessible Canada Regulations (SOR/2021-241) Part 1 for convenience only. The Accessible Canada Regulations (SOR/2021-241), as amended from time to time, is the authoritative source and shall always prevail with respect to persons subject to the Regulations. ,

18.1 Designated person to receive feedback

When establishing a feedback process, the service provider shall:designate a person responsible for receiving feedback on behalf of the entity; andprovide the position title of that person. ,

18.2 Anonymous feedback

The service provider shall ensure that the feedback process allows a person to provide feedback anonymously. ,

18.3 Means of providing feedback

The service provider shall ensure that the feedback process allows a person to provide feedback by:mail;telephone;email; andany other means the service provider uses to communicate with the public. ,

18.4 Acknowledgment of feedback

The service provider shall ensure that acknowledgment of receipt is included in the feedback process, unless the feedback is received anonymously, in the same means by which it is received. ,

18.5 Format of the feedback process description

A person may request that a service provider make the description of its feedback available to them in:print;large print;braille;audio format; oran electronic format that is compatible with adaptive technology that assists persons with disabilities. ,

18.6 Deadlines for the feedback process description

The service provider shall make the description of its feedback process available to the person in the requested format as soon as feasible but, at the latest:45 days after the day on which the request is received, in the case of a request for the description in braille or audio format; orin the case of a request for the description in any other format:15 days after the day on which the request is received, in the case of a service provider that has an average of 100 or more employees during the year preceding the day on which the request is received; or20 days after the day on which the request is received, in the case of a service provider that has an average of 99 or fewer employees during the year preceding the day on which the request is received.

Note: Research findings from Accessibility Standards Canada’s Advancing Accessibility Standards Research Grants and Contributions Program informed the background research and development of this Standard. Related research reports are listed in the Bibliography below.This Standard refers to the following publications and their specific editions. ,

19.1 Acts

Government of Canada. S.C. 2019, c. 10. Accessible Canada Acthttps://laws-lois.justice.gc.ca/eng/acts/a-0.6/Government of Ontario. 2005, S.O. 2005, c. 11. Accessibility for Ontarians with Disabilities Act https://www.ontario.ca/laws/regulation/110191#BK2Government of Canada. R.S.C., 1985, c. H-6. Canadian Human Rights Act https://laws-lois.justice.gc.ca/eng/acts/h-6/ ,

19.2 Standards

CAN-ASC-1.1:2024, Employment https://accessible.canada.ca/creating-accessibility-standards/can-asc-112024-rev-2025-employmentCAN-ASC-3.1:2025, Plain Language https://accessible.canada.ca/creating-accessibility-standards/can-asc-312025-plain-languageCAN-ASC-EN 301 549:2024, Accessibility requirements for ICT products and services (EN 301 549:2021, IDT) https://accessible.canada.ca/en-301-549-accessibility-requirements-ict-products-and-services-1CSA/ASC B651:23, Accessible design for the built environment https://www.csagroup.org/store/product/csa-asc%20b651%3a23/CSA/ASC B651.2:25, Accessible design for self-service interactive devices including automated banking machines https://www.csagroup.org/store/product/CSA-ASC_B651.2%3A25/ ,

19.3 Publications

Accessibility Now (2490196 Ontario Inc. (AccessNow)). 2023. Mapping Our Cities for All.British Columbia Aboriginal Network on Disability Society. 2025. First Nations Accessibility Standards - A Path Forward to Inclusion.Canadian Association of the Deaf. 2023. Advancing Accessibility Standards for Deaf, Deaf-Blind and Hard of Hearing Canadians.Canadian Association of the Deaf. 2025. Quiet Waves: Firsthand Experiences of Deaf, DeafBlind, and Hard of Hearing Individuals Reports of Barriers in Communication in the Built Environment.Canadian National Institute for the Blind. 2023. Guide Dog Access Barriers in Canada.Canadian National Institute for the Blind. n.d. Clearing Our Path: Evidence-Based Guidelines on Accessibility in the Built Environment for People Living with Sight Loss.Carleton University. 2023. Informing Standards for Acoustics and the Built Environment.Carleton University. 2024. A Neurodivergent Lens: Recommended Practices for Neuroinclusivity.CSA Group. 2021. Advancing Accessibility Standards Research: Review of CSA Group Standards for Accessibility Adaptation.Dalhousie University. n.d. Mass Evacuation and People with Disabilities Final Report.DeafBlind Community Services. 2025. Communication in Service Provision for the Deafblind Community.Design For All Inc. 2023. Informing Standards Development for Federal Heritage Buildings: An Inclusive Iterative Process.Eyecandy SIGNS Incorporated. 2023. Advancing Communication throughSignage and Wayfinding.First Nations Health Authority. 2025. A Journey Towards Accessibility – Perspectives From First Nations in British Columbia.First Nations National Building Officers Association. 2021. Indigenous Communities and Federal Accessibility Standards: A Situational Review.Government of Canada. 2022. Guidance on the Accessible Canada Regulations: Descriptions of Feedback Processes.Hidden Mobility Disabilities Alliance Ltd. 2024. Ensuring Accessibility for Persons with HMD (Limited Mobility).Mawita’mk Society. 2024. Hearing Their Voices - From Isolation to Self-Determination.McMaster University. 2021. Sustainable Environment Needs to be Accessible: Understanding the Knowledge Base for Accessibility of Buildings and the Built Environment.McMaster University. 2024. A Framework for Accessible Heritage Buildings & Structures Retrofits.Neil Squire Society. 2023. Research and Inform Standards for Next Generation 911.Nunavummi Disabilities Makinnasuaqtiit Society. 2024. Advancing Accessibility Standards through Inuit Qaujimajatuqangit.Ontario College of Art and Design University. 2023. Communication Access within the Accessible Canada Act.Ontario College of Art and Design University. 2025. Accessible Canada, Accessible World / Un Canada accessible, Un monde accessible.Quadrangle Architects Limited. 2024. Heritage for All: Removing Accessibility Barriers in Federal Heritage Buildings.Realize. n.d. INDEED (INvestigating the DEvelopment of Accessibility Standards in Canada and the Inclusion/Exclusion of Episodic Disabilities.Sunnybrook Research Institute. 2025. Identifying Priorities and Developing Collaborative Action Plans to Improve Accessible Housing Practice, Policy, and Research in Canada.Université Laval. 2025. Accessibility of Childcare Services in Canada for Children with Disabilities Aged 0 to 5 years: Current situation.Université Laval. 2024. AXC-Heritage - For a Harmonious Reconciliation Between Our Heritage Buildings and Inclusive Accessibility.University Health Network. 2024. A Park Accessibility Framework: Making National Parks Accessible to People with Disabilities.University Health Network. 2021. Recommendations for Evacuating Individuals with Disabilities from the Built Environment.University Health Network. 2023. Recommendations for the Inclusion of Wayfinding Technologies in Canadian Accessibility Standards.University of British Columbia. 2024. Recommendations for Park Accessibility Standards. , National Standard of CanadaCAN-ASC-5.2.1:2026Accessible Service Delivery Published in May 2026 by Accessibility Standards CanadaA departmental corporation of the federal government320, St-Joseph Boulevard, Suite 246, Gatineau, QC, J8Y 3Y8To access standards and related publications, visit accessible.canada.ca or call 1-833-854-7628.Cette Norme Nationale du Canada est disponible en versions française et anglaise.ICS codes: 03.060, 03.080, 03.100, 03.160, 03.200, 03.220, 03.240, 11.180, 35.020, 91.040ISBN: 978-0-660-98623-4 Catalogue number: AS4-35/1-2026E-PDF