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
9. Service delivery in the built environment
Information
Table of contents
Technical committee members
- Lucille Berlinguette-Saumure (Chairperson), Accessibility Professional, City of Ottawa
- Lisa Snider (Vice chairperson), Senior Digital Accessibility Consultant and Trainer, Access Changes Everything Inc.
- Alicia Jarvis, Senior Product Manager, Accessibility Portfolio, Bell Canada
- Angie Conrad, Manager, Accessibility Policy, Canada Post
- Cameron Stockdale, Chief Executive Officer and President, Work Wellness Institute
- Cara Wilkie, Principal Accessibility Consultant, Left Turn Right Turn Ltd.
- Jameson Jones-Doyle, Executive Director, Capitals Hub Canada
- Jessica Burylo, Regional Outreach Coordinator, Elections Canada
- Kenneth Aquin-Abboud, Senior Program Analyst, Accessibility Readiness Team (ART), Health Canada
- Majid Turmusani, Volunteer, Board of Directors, Every Canadian Counts Coalition
- Marie-Claude Gagnon, Director (interim), Human Rights Office, University of Ottawa
- Melanie Stone, Accessibility and Inclusion Advisor, City of London
- Mitchell Wanless, Assistant Director, Service Policy, Insights and Digital Channel Branch, Immigration, Refugees and Citizenship Canada
- Monica Ackermann, Head of Accessibility, Scotiabank
- Niki Ramesh, Senior Manager, Product Accessibility & Equity, Canadian Broadcasting Corportation (CBC)
- Teresa Lee, Service Design Lead, British Columbia Public Service
9.1 Application
The requirements of Clause 9 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, and
- 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 persons, 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.
9.2 Information
- Service providers shall make the following information publicly available:
- map and description of the layout/wayfinding for the physical environment
- written description of the physical environment, location, and accessibility features and services including how to access accessible entry and exit ways;
- written description of emergency egress (exit), type of fire alarms, and elevators;
- photographs of the physical environment, location and accessibility features and services, if applicable; and
- contact information of an employee for questions, accommodation requests or alternative service delivery options.
- For part a), service providers shall:
- share digital information in a format complying with Clause 8.3; and
- share information in an accessible format complying with Clause 6.3 if no digital means of communication exists.
- Upon request, service providers shall provide the information in part a) in an accessible format complying with Clause 6.3.
9.3 Design of built environment
The following built environment elements that facilitate access to a service shall comply with CAN/ASC B651:
- interior circulation;
- exterior circulation;
- signage;
- queuing lines;
- the built environment of information kiosks; and
- vehicular access.
Service providers shall provide visible alarms, emergency signage, areas of refuge, evacuation plans, and accessible egress routes that comply with CSA/ASC B651:23 Accessible design for the built environment. Upon request, evacuation plans shall be made available in an accessible format complying with Clause 6.3.
Self-service interactive devices used in service delivery shall comply with CSA/ASC B651.2:25 - Accessible design for self-service interactive devices including automated banking machines.
9.4 Guide dog or service dog relief areas
A guide or service dog relief area shall be provided near the entrance closest to where the service(s) is being offered.
The guide or service dog relief area shall:
- have the following features that comply with CAN/ASC B651:23 Accessible design for the built environment
- an accessible path;
- slope;
- firm and stable surface;
- overhead cover allowing for sufficient headroom; and
- signage
- be at least 2600 mm (8.6 ft) x 2600 mm (8.6 ft); and
- have a waste bin and waste disposal bag near the entrance of the relief area that is regularly maintained.