CAN-ASC-5.2.1 Part 1: Design and Delivery of Accessible Programs and Services: Accessible Service Delivery – Accessibility for federally regulated entities as defined by the Accessible Canada Act – Notice of intent

This notice is to announce that Accessibility Standards Canada intends to develop a new accessibility standard. The purpose of this notice is to avoid duplication in standards development. 
This notice is aimed at other standards development organizations and the public. It does the following:

  • It defines the scope of the standard that we propose.
  • It defines the need for the project.
  • It states the time period during which the public can send us comments about the standard.

Standards development organization

Accessibility Standards Canada

Contact information


Mailing address:

320, St-Joseph Boulevard
Suite 246
Gatineau, QC K1A 0H3



Work program

The work program lists all of Accessibility Standards Canada’s in-progress and completed standards. It is available on our site.

Designation number


Standard type

National Standard of Canada – Domestic 

Standard development activity

New standard

International Classification for Standards (ICS) codes

  • 03.060 Finances. Banking. Monetary systems. Insurance
  • 03.080 Services
  • 03.100 Company organization and management. Management systems
  • 03.160 Law. Administration
  • 03.200 Leisure. Tourism
  • 03.220 Transport
  • 03.240 Postal services
  • 11.180 Aids for disabled or handicapped persons
  • 35.020 Information technology (IT) in general
  • 91.040 Buildings

SDO Comment Period Start Date: 

Tuesday, May 14, 2024

SDO Comment Period End Date:

Wednesday, June 5, 2024


The purpose of standard CAN-ASC-5.2.1 Part 1 is to ensure the technical requirements for service delivery are equity-based. This requires going beyond minimum technical specifications. 

There are common areas where people with disabilities may experience barriers in service delivery. These areas include, but are not limited to:

  • a lack of accessibility policies that lead to accessible service delivery 
  • inaccessible communication that:
    • does not convey key information on the service(s) offered; 
    • is not in plain language or is in an inaccessible format
    • does not notify customers when there is a service disruption; and, 
    • is not in available in an alternate format that allows a person with a disability to use, obtain, and benefit from a service in an equitable manner 
  • an inaccessible built environment to access service(s)
  • lack of access for support persons 
  • lack of access for guide and service dogs 
  • a lack of training for service providers on how to deliver equitable service delivery for all individuals. 

To address these barriers, this standard will establish technical requirements related to providing equitable, accessible service delivery, including but not limited to:

  • creating, establishing, and maintaining accessibility policies that contribute to equitable service delivery
  • accessible communication requirements including: 
    • communicating key information 
    • using plain language 
    • providing notifications for service disruptions 
    • providing alternate formats 
  • the built environment to access service(s) 
  • support persons 
  • guide and service dogs 
  • training for service providers on equitable customer service delivery. 

Project need

Accessibility Standards Canada was created under the Accessible Canada Act. Its mandate is to prevent, identify, and remove barriers to accessibility in Canada for people with disabilities. To do this, it develops standards. These are based on the needs of people with disabilities. These needs are identified by consulting Canadians with disabilities. This includes the members of the Accessibility Standards Canada Board of Directors. Most Board members are people with disabilities. The Board has approved the development of this standard.

The standards developed by Accessibility Standards Canada apply to federally regulated entities, including those in the private sector. These entities are defined in the Accessible Canada Act. We also work with provincial and territorial partners. We do this to identify the needs of other stakeholders and help harmonize standards across Canada. 

Accessibility Standards Canada standards are developed following the principle of “nothing without us.” This means that people with disabilities are involved in the development process:

  • Its standards are developed using research that is led by people with disabilities or with lived experience.
  • People with disabilities are members of the organization’s technical committees. These committees produce equity-based requirements for standards. These take into account the needs and perspectives of people with disabilities. 
  • The public review process for this standard will be accessible. This will allow even more people with disabilities to be part of the development process.

Date posted

Wednesday May 8, 2024