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
5. Definitions, symbols, and abbreviations
Information
Table of contents
This section contains the definitions, symbols, and abbreviations that the draft document uses.
The following definitions apply to this Standard:
Accessible format – Includes other formats of communicating information including, but not limited to audio formats, braille, large print, plain language, and sign language (ASL/LSQ).
Assistive device – Any medical device, mobility aid, communication aid, or other aid that is specifically designed to assist a person with a disability.
Communication supports – Supports that persons with disabilities may need to access information, including, but not limited to:
- Sign language interpretation
- Writing, email, or texting
- Captioning
- Audio description
- Assistive listening systems
- Augmentative and alternative communication devices, including:
- Letter, word, or picture boards
- Devices that convert text to speech
- Reading aloud
- Rephrasing in clear language
Adapted from the Accessibility for Ontarians with Disabilities Act Integrated Accessibility Standards (https://www.ontario.ca/laws-beta/regulation/110191#BK12)
Customer – Any person who accesses, receives or benefits from the services of a service provider.
Note: It includes someone who attempts to access, receive, or benefit from a service or program.
Disability – 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
Equitable – Considering all customers’ unique experiences and individual needs, in the delivery of customer service, to ensure customers have access to the resources and opportunities that are necessary to obtain, use, and benefit from the services.
Guide dog – a dog that is trained to guide a person who is Blind or partially sighted and is certified as a guide dog.
Inclusive design - design that considers the full range of human diversity with respect to ability, language, culture, gender, age and other forms of human difference (from Inclusive Design Research Centre)
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. From the International Plain Language Federation (https://www.iplfederation.org/)
Service – An interaction that helps customers 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 is:
- individually trained by an organization or person specialized in service dog training to assist a person, with a need related to their disability;
- not otherwise prohibited by law;
- behaving in a controlled and non-aggressive manner while assisting the person with a disability; and
- readily identifiable by visual indicators, such as a vest or harness, as a service dog required for a disability-related service.
Service provider - Any organization that delivers services or benefits to customers.
Note: The Standard is intended for use by federally regulated entities. It may also be used in the delivery of services in the provincial, municipal, private, and non-profit sectors.