2024/2025 Accessibility Progress Report

CATSA has no planned action items related to employment programs for 2023/24 to 2025/26.

CATSA has no planned action items related to employment practices for 2023/24 to 2025/26.

Description: Ensure that all job postings for CATSA positions include language that clearly demonstrates the organization’s commitment to a respectful, equitable, and barrier-free workplace.

All job postings will also include information about CATSA’s policy for the provision of accommodations during the interview process and/or following a successful selection process.

Target Audience: CATSA personnel, external candidates, and the general public

Target Completion: Q3 2023/24

Previous Update: The following text is applied to all job postings, demonstrating CATSA’s commitment to a barrier-free workplace:

• “CATSA is dedicated to an inclusive selection process and work environment. If you require an accommodation, please advise the Human Resources representative when you are invited to meet with us regarding this employment opportunity.” 

Inclusive messaging is also included in the templates that help to guide the interview process. Successful candidates are notified of the steps to initiate an accommodation during the on-boarding process.

Progress Update: Complete (see previous update)

Description: Following regulatory changes to the Canadian Aviation Security Regulation, CATSA is able to manage occupational health requirements and standards for screening officers. An internal working group has been established to determine which of the former requirements should remain in place, and which should be eliminated, if any new requirements may also be implemented as a product of the occupational health requirements review.

Target Audience: Screening officers

Target Completion: Q4 2024/25

Previous Update: 
CATSA will review the occupational requirements and standards for screening officer employment. Any new requirements established for occupational health will be deployed in consideration of accessibility standards and in line with the Accessible Canada Act.

The screening officer accommodation process and associated documents are under review.

CATSA is also reviewing health standards for screening officer designation. Changes to the screening officer medical exam report will ensure accessibility is considered when determining health requirements for on-boarded screening officers.

Progress Update:
The review of occupational requirements and standards for screening officer employment was launched in Q3 2024/25, with final recommendations expected by the end of 2024/25. As part of this review, CATSA will engage human resource specialists to assess the bona-fide occupational requirements (including health requirements) relating to screening officer employment.

This work will inform health standards for screening officer designation.

CATSA has no planned action items related to employment services for 2023/24 to 2025/26.

Description: Hire an external consultant to assess the design/configuration of CATSA’s security screening checkpoints. The results of this assessment will allow the organization to improve the layout of security screening checkpoints and further reduce potential barriers to security screening for persons with disabilities. Where recommendations relate to items under the responsibility of another entity (e.g. airports), CATSA will share with the appropriate stakeholders.

Target Audience: Screening officers and passengers

Target Completion: Q4 2023/24

Previous Update:
Work has begun on assessing the security screening checkpoints in conjunction with Accessibility Services Canada and persons with disabilities.

Project planning has begun and work is ongoing.

2024 Update: Complete
CATSA performed an assessment of security checkpoints alongside Accessibility Services Canada and persons with disabilities in Q4 2023/24. The assessment was reviewed by CATSA’s internal cross-functional Accessibility Working Group. The assessment and subsequent feedback will inform future accessible enhancements to the pre-board screening design/configuration.

Description: Ensure that the meeting and/or exceeding of all required building codes and Accessible Canada Act regulations is a requirement of all contracts related to workplace construction, improvement or maintenance.

Target Audience: CATSA personnel

Target Completion: Ongoing on a permanent basis

Previous Update: CATSA maintains the ongoing requirement for consultation with certified contractors and professionals throughout its built environment planning.

2024 Update: Complete
In addition to maintaining the consultation requirements for built environment planning, CATSA ensures that mandatory requirements and standards are met for all contracts related to workplace construction, improvement or maintenance.

Description: CATSA will continually review and revise its signage to ensure that it meets or exceeds all regulatory requirements, in consultation with organizations that represent persons with disabilities.

Target Audience: Passengers

Target Completion: Ongoing on a permanent basis

Previous Update: Following consultation with disability advocacy organizations, Communications developed accessible signage for: Family/Special Needs, Verified Travellers, CATSA Plus and Official Languages in adherence with accessibility signage standards.

In addition, CATSA developed an alternative solution to sharing regulatory information with travellers as a result of consultation with disability advocacy groups. The proposed approach will allow for greater consistency across all airports and offer travellers a single point of reference for information.

2024 Update: Complete
In addition to the signage developed previously, CATSA has also developed accessible signage for the computed tomography X-ray roll-out.

CATSA has no planned action items related to practices in the built environment for 2023/24 to 2025/26.

Description: Engage in a consultation process with advocacy organizations and other applicable partners in order to:

• Better understand the needs of persons with disabilities of varying types;
• Help CATSA to provide recommendations for the physical workplace environment;
• Ensure that any adaptive technologies or equipment employed to support persons with disabilities is effective; and
• Reach a more diverse group of candidates for available positions at CATSA.

Target Audience: CATSA personnel

Target Completion: Q1 2024/25
CATSA’s engagement with partners and advocacy organizations will take place several months prior to the target completion date identified above.

Previous Update: Outreach and consultation has occurred with accessibility employment organizations to explore diverse hiring of candidates for available positions.

2024 Update: Complete
The following organizations have been consulted and positions are posted on their respective websites as appropriate:

• March of Dimes
• Live, Work, Play
• Read, Willing, Able

CATSA also has monthly job match calls with the Employment Accessibility Resource Network to discuss vacancies and potential candidates.

CATSA ensures that necessary ergonomic equipment and dedicated office space are available to employees that require them for the functions of their roles.

Description: Conduct an audit of CATSA’s workspace by an expert in the field to identify any physical workplace environment, technological or equipment needs that may ultimately improve the working environment for all CATSA employees of various ability.

Target Audience: CATSA personnel

Target Completion:

• Consultation: Q3 2023/24
• Work plan: Q1 2024/25
• Construction and/or changes to workspaces: Q3 2025/26

Previous Update:
A statement of work has been created to hire a consultant to conduct an assessment of CATSA’s physical workspace environment.

Construction and modifications to CATSA’s headquarters are already underway. All changes have been implemented in line with accessibility regulations including accessible seating, as well as office and lab spaces.

2024 Update: Complete
The assessment of CATSA’s physical workspace environment was completed in Q1 2024/25.

The work plan was completed in Q1 2024/25 with no immediate requirements to make changes to workspaces. All new construction or changes to the workplace in the future will be completed to the latest standards.

CATSA has no planned action items related to services in the built environment for 2023/24 to 2025/26.

Description: CATSA will explore different tools and/or methods to improve communications with passengers with hearing loss at security screening checkpoints. This could include cue cards, communications training for screening officers, and/or assessing communication technologies that may be used at screening checkpoints.

Target Audience: Passengers

Target Completion: Q4 2023/24

Previous Update: Work continues on the publication of an assistive booklet that guides passengers through the screening process at checkpoints.

2024 Update: An assistive booklet for passengers has been printed with distribution to airports to be aligned with the training of screening officers on the use of the booklet. The assistive booklet provides information on the screening process and procedures.

CATSA is also exploring trialing a video remote interpreting technology for integration at screening checkpoints, following a recommendation from a checkpoint accessibility study.

Description: CATSA will continually review and revise its internal website to ensure that it meets or exceeds all regulatory requirements in order to best serve employees with disabilities. The organization commits to making all information related to workplace accommodations easily accessible on its internal website.

Target Audience: CATSA personnel

Target Completion: Ongoing on a permanent basis

Previous Update: The review of CATSA’s internal website is ongoing. The organization is prioritizing adjustments for visual accessibility.

The workplace accommodation policy was updated in 2023. The policy and process are available on the internal website. CATSA communicated information to employees regarding access to and content of the policy.

2024 Update: Complete
CATSA’s internal website has been adjusted on a new platform, ensuring alignment with web content accessibility guidelines (WCAG) requirements for web accessibility.

Enhancements include color contrast adjustments and converting PDF to HTML for web reader adaptability. CATSA will continue to further enhance the internal website to meet WCAG requirements.

Description: CATSA will continually review and revise its external website to ensure that it meets or exceeds all regulatory requirements. This will be confirmed through an annual audit of the site by an independent third party. This also includes ensuring that information is easily accessible and that processes to submit feedback, including requests for alternate formats, are easy to find.

Target Audience: Passengers

Target Completion: Q4 2023/24

Previous Update:
CATSA is on track to meet the external website accessibility requirements by end of Q4 2023/24.

Communications is exploring available tools to perform annual audits on the accessibility of CATSA’s website.

2024 Update: Complete
CATSA’s revision of the external website has met the external website requirements for web accessibility (WCAG 2.0).

CATSA will continue to look at ways to improve the website, including sharing content using ASL. An independent third-party audit will be conducted in Q3 2024/25.

Description: CATSA will ensure that all publicly available corporate documents are subject to accessibility verification prior to publication. These documents include:

• The Corporate Plan Summary; and
• The Annual Report.

Target Audience: Passengers, screening officers, and CATSA personnel

Target Completion: Ongoing on a permanent basis

Previous Update: CATSA continues to verify corporate documents for accessibility prior to publication, as an ongoing standard.

2024 Update: Complete
Documents are available in HTML, and verified against CATSA’s online accessibility tool (LevelAccess) to ensure the published documents meet accessibility standards.

Content from these documents will continue to be shared in HTML.

Description: CATSA will undertake all required policy updates as a result of the use of different tools and/or methods to improve communications with passengers with hearing loss at security screening checkpoints.

Target Audience: Passengers

Target Completion: Q4 2023/24
 Revised target: Q1 2025/26

Previous Update:
The process of implementing communications tools for passengers with hearing loss at checkpoints is ongoing.

The policy updates will occur after the implementation of proposed tools. Policy recommendations have been targeted for Q4 2024/25.

2024 Update: The policy updates will occur after the implementation of proposed tools. Policy recommendations have been targeted for Q1 2025/26.

CATSA has no planned action items related to ICT services for 2023/24 to 2025/26.

Description: CATSA will engage in proactive communication campaigns with special interest groups with an interest in accessibility in addition to the information provided on the organization’s public website.

Target Audience: Passengers

Target Completion: Q3 2023/24

Previous Update:
Proactive communication campaigns have occurred and will continue from various branches within CATSA.

CATSA continues to engage with accessibility groups as a part of cross-functional events with aviation partners.

2024 Update: Complete
Outreach to community groups to discuss communication options was conducted in Q2 and Q3 2024/25. The goal of this outreach was to seek feedback from the disability community in order to best meet the needs of all passengers.

Community groups have provided feedback for CATSA on best practices for communicating and engagement with diverse communities with a focus on pro-active engagement on initiatives.

Description: CATSA will continue to maintain a social media presence for the purpose of public outreach. The messages shared with the public through the organization’s social media will help to support barrier-free security screening for persons with disabilities through information campaigns and incorporating accessible formats, when possible and applicable.

CATSA will ensure that all information that it shares on social media is as accessible as possible. The organization will employ closed captions as needed, and will ensure that content is suitable for adaptive technologies, to the extent possible.

Target Audience: Passengers

Target Completion: Ongoing on a permanent basis

Previous Update: CATSA continues to promote social media content that expresses and reinforces the commitment to a barrier-free passenger experience. This includes ensuring the content is accessible and uses the accessibility tool “Alt Text” to assist in this endeavor.

2024 Update: Complete
CATSA continues to share passenger awareness information on social media, including content related to accessibility.

CATSA has no planned action items related to communications policy for 2023/24 to 2025/26.

Description: CATSA will participate in more familiarization events like Open Skies for Autism and the Airport Familiarization Day in order to improve the security screening experience for persons with disabilities.

Target Audience: Passengers

Target Completion: Ongoing on a permanent basis

Previous Update: In 2023, CATSA supported the promotion of the Autism Airport Familiarization Day at Toronto Pearson International Airport.

2024 Update: Complete
In 2024, CATSA supported airport familiarization exercises across Canada including, but not limited to:

• YVR Autism Aviation Day;
• Air Canada Autism Aviation Day (YEG); and
• Ready, Set, Fly (YYZ).

CATSA will continue to participate in familiarization events focused on the experience of diverse communities.

Description: Increase public awareness of CATSA’s services for disabled passengers through broadened outreach to target audiences.

Target Audience: Passengers

Target Completion: Ongoing on a permanent basis

Previous Update: CATSA continues to increase public awareness of CATSA’s services for disabled passengers through regular social media engagement, including outreach relating to the Accessibility Plan.

2024 Update: Complete
Outreach to community groups to discuss communication options was conducted. The goal of this outreach was to seek feedback from the disability community in order to best meet the needs of all passengers.

In 2024, CATSA collaborated with Autism Canada on an information package, providing details of security requirements for the Autism community.

Description: CATSA is preparing for new service agreements with third party screening contractors. As part of this exercise, CATSA will examine options to improve the facilitation and experience of passengers with special needs at pre-board screening (PBS) checkpoints.

This will help to ensure that accessibility is a consideration for all parties at the outset of any agreements with Canadian airports, and that the needs of passengers with disabilities are being considered by CATSA and its partners at every level of its business.

Target Audience: Passengers

Target Completion: Q1 2024/25

Previous Update: The new service agreements will require the screening contractor to deploy a facilitator to assist persons with disabilities through the screening process as needed.

2024 Update: Complete
New Airport Security Screening Agreements came into effect on April 1, 2024. With these new contracts in place, service providers have begun hiring facilitators in 14 airports including the four largest Class 1 airports. Facilitators started exercising their duties at select checkpoints in July 2024. More facilitators will be hired and deployed in these and remaining Class 1 and 2 airports by March 31, 2025.

Proactive communication occurred with the advocacy community and industry partners, including information regarding the facilitator role at Canadian airports.

Description: CATSA will consider a number of options as a result of and leading up to this consultation, including but not limited to the introduction of a facilitator to support persons with disabilities through the security screening process, as needed.

Target Audience: Passengers

Target Completion: Q4 2024/25

Previous Update: This new position will be introduced as a part of the new Airport Security Screening Agreements which will come into effect April 1^st, 2024.

2024 Update: Please see above.

Description: Hire an external consultant firm to assess requirements for the physical workplace environment at CATSA’s headquarters and regional offices including consideration for accessibility in the workplace.

Target Audience: CATSA personnel

Target Completion:

• Consultation: Q3 2023/24
• Workplan: Q1 2024/25
• Construction and/or changes to workspaces: Q3 2025/26 Ongoing

Previous Update:
CATSA is in the process of hiring a consultant to determine requirements for CATSA’s existing physical environment at headquarters and regional offices.

All spaces will be brought up to the Accessible Canada Act commitment to a barrier-free Canada by 2040.

2024 Update: Complete
The assessment of CATSA’s physical workspace environment was completed in Q2 2024/25.

The work plan was completed in Q1 with no immediate requirements to make changes to workspaces. All new construction or changes to the workplace in the future will be completed to the latest standards. New standards are expected to be issued in 2027.

CATSA has no planned action items related to practices for the procurement of goods, services, and facilities for 2023/24 to 2025/26.

CATSA has no planned action items related to practices for the procurement of goods, services, and facilities for 2023/24 to 2025/26.

CATSA has no planned action items related to services for the procurement of goods, services, and facilities for 2023/24 to 2025/26.

Description: CATSA will continue to augment its oversight of screening contractors in relation to accessibility to ensure the delivery of barrier-free security screening.

Target Audience: Screening officers

Target Completion: Q4 2024/25

Previous Update: CATSA’s oversight of screening contractors considers passenger service and facilitation, including those with disabilities. The upcoming addition of the Facilitator role at PBS will enable greater oversight of screening contractors in relation to accessibility.

2024 Update: Complete
In Q4 2023/24, CATSA implemented additional oversight of screening contractors relating to accessibility in airports. Data collection forms with criteria specific to accessibility were deployed to support this oversight.

CATSA continues to collect compliance data to inform decision-making and future initiatives for CATSA’s Accessibility Plan.

Description: Continue deployment of CATSA’s training program for all public-facing CATSA personnel, those in supporting roles, or those responsible for decision-making related to the development and implementation of policies, programs, practices, and procedures related to accessibility.

Target Audience: CATSA personnel

Target Completion: Ongoing on a permanent basis

Previous Update: CATSA continues to deploy accessibility awareness training modules on an annual basis.

Completion of training for mandated employees (i.e. those in positions outlined in the action item description) is monitored by Human Resources.

2024 Update: Complete
As per previous update, CATSA continues to conduct accessibility awareness training via modules for screening officers, screening contractor management (SDMs) and CATSA employees.

CATSA will be updating its training module on screening passengers with vision loss this year. The updated module will be released in Q4 2024/25 as part of the recurrent learning strategy.

Description: Continuous review and improvement of CATSA’s internal assessment tool for projects (Project Charter).

Target Audience: CATSA personnel

Target Completion: Q4 2022/23

Previous Update: The project charter tool has been formalized. This assessment tool allows the organization to identify any barriers to accessibility at the early stages of a project.

2024 Update: Complete
CATSA continues to review new project charters for accessibility impacts, flagging any potential barrier to the project management team.

Description: CATSA implements changes to its SOPs every two months. A new step will be added to the SOP development process to assess each procedural change through the lens of accessibility.

CATSA will also conduct a fulsome review of the language that is currently used in SOPs, as well as a review of the content.

Target Audience: Passengers

Target Completion:

• Q4 2022/23
• Q2 2023/24

Previous Update: 
A new step has been added to the SOP development process to assess each procedural chnage through an accessibility lens.

A thorough review of SOPs with a GBA Plus and accessibility lens has been completed with findings and recommendations to be submitted to senior management.

2024 Update: Complete

In May 2024, the FBS units received a gender neutral software update.

In July 2024, CATSA introduced:

• Procedures for screening persons participating in the Hidden Disabilities Sunflower Program, or who self-identify as having a non-visible disability.
• Updated screening procedures for persons who wish to use their own cane when walking through the walk-through metal detector.
• The new facilitator roles at select pre-board screening checkpoints.

In August 2024, CATSA updated the screening procedures for medical devices, and prescription medication for persons with blood disorders.

Description: Develop additional guidance for employees seeking workplace accommodation.

Target Audience: CATSA personnel

Target Completion: Q3 2023/24

Previous Update: In 2023, CATSA’s Workplace Accommodation Policy and Procedures was updated and communicated to all employees.

2024 Update: Complete (see previous update)

CATSA has no planned action items related to services for the design and delivery of programs and services for 2023/24 to 2025/26.

In the production of its Accessibility Progress Report, CATSA committed to undertaking a consultation process that is transparent, accessible, accountable, and inclusive of the broad diversity of Canada. CATSA adopted a targeted approach to consultation for its Accessibility Progress Report, including direct outreach to a number of groups representing the interests of persons with disabilities, the screening officer workforce, and CATSA personnel.

The consultation period took place over the course of a four week period in November 2024 to allow the rights holders listed below, time to review the plan and provide feedback.

Through these consultations, CATSA:

• Shared its Accessibility Progress Report;
• Received feedback on the content of the report;
• Raised awareness of the report and associated Accessibility Plan both internally and externally;
• Allowed for proposals of new ways it can improve accessibility; and
• Continued to be held accountable to the action plan items and commitments to accessibility regulations outlined within the report.

CATSA’s Accessibility Plan and Accessibility Progress Report are published in a format that meets the requirements for Level AA conformance under the Web Content Accessibility Guidelines 2.1, on the main digital platform CATSA uses to communicate with the public, and in a manner that makes the plan accessible either on the homepage or by way of hyperlink from the homepage.

For all participants in the consultation process, CATSA is committed to provide an acknowledgement of receipt of feedback, unless feedback is provided anonymously.

Consultation with Groups Representing the Interests of Persons with Disabilities

In order to maximize the impact of the consultation of the Accessibility Progress Report, CATSA reached out to special interest groups representing the interests of persons with disabilities for feedback. These groups were provided with electronic copies of the report in the form of an email attachment, with alternative formats made available upon request. All recipients are encouraged to share the information with their networks.

Additionally, special interest groups were provided with the opportunity to meet with CATSA’s Corporate Affairs and Communications directorates to provide feedback on the Accessibility Progress Report.

Special interest groups have the option to submit feedback on the report via an online form available on CATSA’s external website, by calling 1-888-294-2202 (toll-free) or 1-833-339-1021 (TTY), or by mail and in person at:

Accessibility Feedback – Corporate Affairs
Canadian Air Transport Security Authority
99 Bank St., 6 Floor, Ottawa, ON, K1P 6B9

Feedback received through CATSA’s external website form was auto-forwarded to a general e-mail inbox managed by CATSA’s Corporate Affairs team, at CorporateAffairs.AffairesOrganisationelles@catsa-acsta.gc.ca.

Feedback received from the TTY line or by CATSA’s Client Satisfaction team was sent to the Corporate Affairs team via the general e-mail inbox to consolidate all feedback received in one location.

CATSA included the following groups in its targeted consultation for groups representing persons with disabilities:

• Autism Canada
• Autism Ontario
• Barrier Free Canada
• Canadian Association of the Deaf
• CNIB
• Canadian Mental Health Association
• National Pensioners Federation
• Canadian Hard of Hearing Association
• People First of Canada
• Council of Canadians with Disabilities
• Spinal Cord Injury Canada
• Rick Hansen Foundation
• Autisme Ontario
• COPHAN - La Confédération des organismes de personnes handicapées du Québec
• Kéroul
• Race and Disability Canada
• Guide Dog Users of Canada
• National Coalition of People who use guide and service dogs

The feedback presented by special interest groups resulted in additional clarification in the progress report for various action items related to information and communication technologies as well as engagement with the persons with disability community. Furthermore, feedback and recommendations provided by the special interest groups will influence accessible enhancements that will be included in CATSA’s 2025 Accessibility Plan or help inform operational trials.

Consultation with CATSA Personnel

CATSA’s Accessibility Progress Report was posted on the organization’s intranet, for internal consultation amongst the workforce. CATSA’s Communications directorate also published a banner on the intranet homepage to encourage feedback. CATSA personnel may provide feedback via the same mechanisms as groups representing the interests of persons with disabilities.

Consultation with Screening Officers

CATSA’s Operations branch collaborated with screening contractors and informed them of their responsibility to inform screening officers of the opportunity to consult on CATSA’s Accessibility Progress Report. Screening officers were provided with an electronic copy of the report, with alternate formats made available upon request. Screening officers may provide feedback via the same mechanisms as the groups representing the interests of persons with disabilities. Feedback from one of our screening contractor’s Diversity, Equity and Inclusion Committee was received and will be shared with CATSA’s Accessibility Working Group for consideration in the 2025 Accessibility Plan.

Implementation of Consultation Feedback

All feedback received as part of the consultation of CATSA’s Accessibility Progress Report is reviewed, assessed, and actioned as required by a cross-functional working group responsible for the development and management of the Accessibility Plan and Progress Report.

Ongoing Consultations

CATSA will engage the screening workforce, CATSA personnel, and groups representing the interests of persons with disabilities as needed in order to complete action items outlined in this plan. CATSA will work in collaboration with rights holders to identify best practices for consultations, and will provide advance notice of outreach activities when possible.

Section: General Information – Alternative Formats | s. 4

CATSA’s Obligations under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR):
When CATSA makes information available to the public about any transportation-related service or facility, CATSA must ensure that:

• If the information is made available in an electronic format, the format is compatible with adaptive technology that is intended to assist persons with disabilities;
• If the information is made available only in a paper format, it is made available, on request, in large print, in Braille or in an electronic format;
• If the information is made available in an audio format, it is made available, on request, in a visual format; and
• If the information is made available in a visual format, it is made available, on request, in an audio format.

When a request is made, CATSA must provide the information in the requested format without delay.

Section: Information to be published | s. 5

CATSA’s Obligations under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR):
CATSA must publish, including on its website, the following information:

• A notice that CATSA is subject to the Accessible Transportation for Persons with Disabilities Regulations and the provisions of the Regulations that apply to CATSA (Parts 1 and 5 at ss. 4-22, 232, 233, 235);
• The services that CATSA offers to persons with disabilities and any conditions that apply to those services; and
• The complaint resolution services that CATSA offers and how a passenger may access those services.

Section: Communication | s. 6

CATSA’s Obligations under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR):
CATSA must ensure that its personnel who interact with passengers in the course of carrying out their functions take into account the following when communicating with a person with a disability:

• The nature of the person’s disability, particularly if the person is blind or deaf or has any other visual or hearing impairment or if the person has a communication impairment;
• Whether the person uses an assistive device to assist them to hear, see or communicate; and
• Whether there are methods of communication that may be used by the person or that may facilitate communication with the person, such as an augmentative or alternative communication system, sign language or clear, concise and plain language.

Section: Telephone System | s. 7

CATSA’s Obligations under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR):
If CATSA makes a telephone number available to the public that may be used to make travel reservations or obtain information about the provider’s transportation-related services or facilities, it must:

• Offer to persons who are deaf or have any other hearing impairment, or who have a communication impairment, the option of doing those things by means of an email or a third party’s telephone relay or video relay service; and
• Publish, in every instance that it publishes a telephone number that may be used to do those things, along with that telephone number, a description of how a person may access the services referred to above, including CATSA’s email address and the third party’s telephone number for telephone relay or video relay service.

Section: Website | ss. 8-9

CATSA’s Obligations under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR):
If CATSA makes a website available to the public that may be used to access a client account, travel itinerary, travel schedule or trip status, to obtain contact information for CATSA, to make or modify a reservation or check in, it must:

• Offer to persons with disabilities the option of doing those things by means of a communication system that does not require the use of a website, such as by means of a telephone, an email or a third party’s telephone relay or video relay service; and
• Publish, in every instance that it publishes the address of the website that may be used to do those things, along with that website address, a description of how a person may access the services referred to above, including CATSA’s telephone number and email address and the third party’s telephone number for telephone relay or video relay service.

CATSA must ensure that every website (including mobile website and application) that it owns, operates or controls and that is available to the public meets the requirements for a Level AA conformance that are set out in the Web Content Accessibility Guidelines.

Section: Public announcements inside terminals | s. 10

CATSA’s Obligations under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR):

If CATSA makes any public announcement relating to safety or security inside a terminal, they must make that announcement in an audio and visual format.

Section: Automated self-service kiosks | s. 11-12  
In Force: June 25, 2023 s. 243(2)

CATSA’s Obligations under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR):

From June 25, 2020, to June 25, 2022 (s. 12): if CATSA owns, operates or controls the hardware components of an automated self-service kiosk that is available for public use in a terminal and is visually and tactilely discernable by an International Symbol of Access affixed to the front of it, that kiosk must be marked with signage that specifies that persons with disabilities have priority access.

From June 25, 2023 (ss. 11, 243(3)): If CATSA owns, operates or controls the hardware components of an automated self-service kiosk that is available for public use in a terminal, or owns, operates or controls the software components of such a kiosk, CATSA must ensure that the hardware components or the software components, as the case may be, meet the requirements set out in clauses 1.4 and 3 to 7 of Annexes B and C, excluding the notes accompanying those clauses, of the National Standard of Canada CAN/CSA-B651.2-07 (R2017).

If CATSA owns, operates or controls the hardware components of an automated self-service kiosk that is available for public use in a terminal, CATSA must ensure that the kiosk is visually and tactilely discernable by an International Symbol of Access that is affixed to the front of it.

Section: Automated self-service kiosks | ss. 13-14

CATSA’s Obligations under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR):
CATSA must, on the request of a person with a disability, assist the person, without delay, to use any automated self-service kiosk referred to above.

CATSA must ensure that any automated self-service kiosk referred to above is in good working order and is properly maintained.

If the automated self-service kiosk is not in good working order, CATSA must ensure that it is repaired as soon as possible and, until it is repaired, CATSA must provide the following services to a person with a disability:

• Directing the person to the nearest working automated self-service kiosk that offers the same service as that provided by the kiosk that is not in good working order and, on the request of the person, assisting that person in using that kiosk; or
• Permitting the person to advance to the front of the line at a counter where they will be provided the same service as that provided by the automated self-service kiosk that is not in good working order.

Section: Mandatory Personnel Training for the Assistance of Persons with Disabilities | ss. 15-19

CATSA’s Obligations under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR):

General Training

Personnel who may be required to interact with the public or to participate in making decisions or in developing policies or procedures in relation to the requirements of these Regulations must receive training that provides them with an adequate level of knowledge and skills to carry out those functions, including training with respect to the requirements of these Regulations and the policies and procedures of CATSA with respect to persons with disabilities.

The training must provide an adequate level of knowledge in respect of:

• The principle that all persons must be treated with dignity regardless of their disabilities;
• The principle that all persons must have the same opportunity to make for themselves the lives that they are able and wish to have regardless of their disabilities or of how their disabilities interact with their personal and social characteristics;
• The principle that all persons must have barrier-free access to full and equal participation in society, regardless of their disabilities;
• The principle that all persons must have meaningful options and be free to make their own choices, with support if they desire, regardless of their disabilities;
• The different types of barriers that may hinder equal access to transportation services for persons with disabilities;
• The various types of assistance that may be needed by persons with disabilities and the duties of CATSA in relation to those needs, including (1) the type of assistance that they must provide to persons with disabilities, and (2) the assistive devices that are commonly used by persons with disabilities and the methods of communication that may be used by, or may facilitate communication with, persons with disabilities, such as an augmentative or alternative communication system, sign language or clear, concise and plain language;
• Communication with persons with disabilities in accordance with section 6 of the Regulations (Communication, above) and how to interact with them in a manner that respects their autonomy and dignity;
• The role of a support person; and
• The role and needs of a service dog.

Physical Assistance

Personnel who may be required to provide physical assistance to a person with a disability in the course of carrying out their functions must receive training that provides an adequate level of knowledge and skills to carry out those functions, including training on how to:

• Seek information from the person with respect to their preferred method of assistance and any other measures they may require to ensure their safety and comfort;
• Maneuver mobility aids through doors and on irregular and multi-level surfaces, steps, curbs and elevators;
• Transfer the person between their own mobility aid and a mobility aid provided by CATSA and between a mobility aid and the person’s passenger seat, including performing appropriate lifting techniques to perform various types of transfers of the person with maximum consideration for their dignity, safety and comfort;
• Guide and orient a person whose impairment affects their mobility; and
• Assist a person who has limitation in balance, agility or coordination that affect their mobility.

Handling Mobility Aids

Personnel who may be required to handle mobility aids in the course of carrying out their functions must receive training that provides an adequate level of knowledge and skills to carry out those functions, including training with respect to:

• The different types of mobility aids; and
• The requirements and appropriate methods for transporting and storing mobility aids, including the disassembling, packaging, unpackaging and reassembling of mobility aids.

Using or Assisting with Special Equipment

Personnel who may be required to use, or to assist a person with a disability in using, any special equipment in the course of carrying out their functions, must receive training that provides an adequate level of knowledge and skills to carry out those functions.

“Special equipment” includes telecommunications devices for persons who are deaf or who have any other hearing impairment; any level-change device (e.g. lifts or ramps); an on-board electrical power supply; a device for the connection of on-board auxiliary respirator systems; an on-board entertainment system that is accessible to persons with disabilities; and an automated self-service kiosk that is accessible to persons with disabilities.

Section: Training – General | ss. 20, 21

CATSA’s Obligations under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR):
CATSA must ensure that:

• Personnel have completed training suitable to the requirements of their functions within 60 days after the day on which the member assumes those functions;
• All personnel who have not completed the training that is suitable to the requirements of their functions carry out their functions under the direct supervision of a person who has completed that training; and
• All personnel who have received required training also receive, at least once every three years, refresher training that is suitable to the requirements of their functions.

Section: Duty to Inform Personnel | s. 22

CATSA’s Obligations under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR):
When CATSA introduces any new policy, procedure, or technology with respect to persons with disabilities or offers any new transportation-related service or facility to assist persons with disabilities, CATSA must, as soon as feasible, inform personnel of that new information, unless it is not relevant to the requirements of their functions.

Section: Preparation of Training Programs | s. 23

CATSA’s Obligations under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR):
CATSA must implement and maintain each training program for personnel in accordance with the following requirements:

• The training program must include the information set out in Schedule 1 of the Regulations;
• The training program must be available for inspection by the Canadian Transportation Agency; and
• Any new information that is referred to in section 22 (above) must be incorporated in the training program as soon as feasible.

CATSA must consult persons with disabilities in the development of each training program and the principal training methods.

CATSA must, as soon as feasible, make available any information about a training program that is set out in Schedule 1, except any personal information or confidential business information, to any person who requests that information.

Section: Services to Assist Persons with Disabilities  | s. 232

CATSA’s Obligations under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR):
During the security screening process, CATSA must, on the request of a person with a disability, provide the following services without delay:

• Expediting the security screening process by directing the person, and any support person travelling with them, to the front of a line or to any other line that is intended to expedite the security screening process;
• Permitting a representative of an air carrier or an individual with a security pass issued by an air carrier or the airport to accompany the person through the security screening checkpoint;
• Assisting the person with proceeding through the steps of the security screening process, including by providing verbal or visual cues or additional instructions; and
• Assisting the person with the placement of carry-on baggage and personal items on a screening belt and with their retrieval.

Section: Assistive Devices, Support Persons or Service Dogs  | s. 233

CATSA’s Obligations under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR):
CATSA must, when screening a person with a disability who uses an assistive device or who is travelling with a support person or a service dog, make a reasonable effort to carry out the screening simultaneously with the screening of the person’s assistive device, support person or service dog, as the case may be.

If CATSA removes an assistive device from a person with a disability for a separate screening, CATSA must immediately return the assistive device to the person after it has been screened.

If CATSA removes an assistive device that is a mobility aid from a person with a disability for a separate screening, CATSA must offer a chair to the person while the mobility aid is being screened.

Section: Signage | s. 235

CATSA’s Obligations under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR):
In any areas of a terminal that are used for the purposes of security screening, CATSA must, with respect to any signage that is under its control, ensure that the signage:

• Is located at strategic points throughout those areas, such as close to washrooms and exits;
• Is positioned to avoid shadow areas and glare and have a glare-free surface;
• Is cooler-contrasted with its background; and
• Except in the case of electronic signage, meets the requirements set out in clauses 4.5.3 to 4.5.7 of CSA B651-18 

CATSA must ensure that electronic signage:

• Has letters, numbers, symbols and pictographs that slowly scroll across the screen and are colour-contrasted with their background but are not in red on a black background; and
• Meet the requirements set out in clauses 4.5.3 to 4.5.5 of CSA B651-18

Section: ​​​Content and Form of the Plan | ACR, s. 5(1), (2), (3) | ATPR, s. 4(1),(2),(3)

Requirements for CATSA from the Accessible Canada Regulations (ACR) and Accessible Transportation Planning and Reporting Regulations (ATPDR):
The Accessibility Plan (AP) must include the following headings:

• General (includes the position title of the person designated to receive feedback on CATSA’s behalf, and the manner in which the public can communicate with CATSA, including mailing address, telephone number and email);
• Policies;
• Programs;
• Practices;
• Services; and
• Consultations (includes the manner in which CATSA conducted a consultation process with members of the public).

Section: Publication |ACR, s. 6(1) | ATPR, s. 5(1)

Requirements for CATSA from the Accessible Canada Regulations (ACR) and Accessible Transportation Planning and Reporting Regulations (ATPDR):
CATSA must publish its AP in a format that meets Level AA conformance as set out in the Web Content Accessibility Guidelines (WCAG).

CATSA must publish its AP on its public and internal websites, either directly on the homepage, or via a hyperlink on the homepage.

Section: Duty to Engage in a Consultation Process | ACR, s. 5(3)

Requirements for CATSA from the Accessible Canada Regulations (ACR) and Accessible Transportation Planning and Reporting Regulations (ATPDR):
CATSA must consult persons with disabilities in the preparation of its AP, and the manner of consultation must be outlined in the AP.

Section: Plan Update | ACR, s.4 | ATPRR, s. 3(3)

Requirements for CATSA from the Accessible Canada Regulations (ACR) and Accessible Transportation Planning and Reporting Regulations (ATPDR):
CATSA’s must update its AP no later than 3 years from the date of initial publication.

Section: Duty to Make the Plan Available on Request | ACR, s.8 | ATPRR, s. 7(1), (2)

Requirements for CATSA from the Accessible Canada Regulations (ACR) and Accessible Transportation Planning and Reporting Regulations (ATPDR):
CASTA must make its AP available upon request, in the format prescribed by the regulations and indicated by the request. These formats include:

• Print;
• Large print;
• Braille;
• Audio; and
• Electronic format that is compatible with adaptive technologies intended to assist persons with disabilities.

Timelines for each format may vary. Requests for the plan in braille or audio format must be fulfilled within 45 days of the request. Requests for the plan in any other format must be fulfilled within 15 days of the initial request.

Section: Duty to Notify | ACR, s.7 | ATPRR, s. 6

Requirements for CATSA from the Accessible Canada Regulations (ACR) and Accessible Transportation Planning and Reporting Regulations (ATPDR):
CATSA must notify the Accessibility Commissioner and the Canadian Transportation Agency of the publication of its AP within 48 hours of its publication. This notice must be made by electronic mail or by other electronic means, and must include the URL address of the AP, a hyperlink, or the mailing address of the places of business where the AP was published.

Section: Feedback Process | ACR, s.9(1), (2), (3), (4), (5), (6) | ATPRR, s. 8(1), (2), (3), (4)

Requirements for CATSA from the Accessible Canada Regulations (ACR) and Accessible Transportation Planning and Reporting Regulations (ATPDR):
CATSA must designate a person responsible for receiving feedback on the AP, and must ensure that the feedback process allows for the provision of anonymous feedback.

CATSA must ensure that feedback may be provided by mail, telephone, electronic mail, or any other means by which the organization communicates with the public.

CATSA must include an acknowledgement of receipt as part of the feedback process, except when feedback is provided anonymously. Acknowledgement of receipt must be provided in the same manner in which the feedback was received.

CATSA must make available a description of its feedback process. The description must adhere to the same format requirements as the AP (i.e. available in a number of formats).

CATSA must provide the description of its feedback process upon request, in accordance with the following timelines:

• In the case of Braille or audio formats, within 45 days of the request; and
• In the case of any other format, within 15 days of the request.

Section: Publication | ACR, s.10(1), 11 | ATPRR, s. 9(1), (2), (3),(4) | ATPRR s. 10(1), (2), (3)

Requirements for CATSA from the Accessible Canada Regulations (ACR) and Accessible Transportation Planning and Reporting Regulations (ATPDR):

CATSA must publish its AP Feedback Process in a format that meets Level AA conformance as set out in the Web Content Accessibility Guidelines (WCAG).

CATSA must publish its AP Feedback Process on its public and internal websites, either directly on the homepage, or via a hyperlink on the homepage.

The description of CATSA’s AP feedback process must be published on the same day as the initial AP or any subsequent updates, whatever the case may be.

If CATSA makes an amendment to its feedback process, it must publish a description of the new process as soon as feasible.

The published feedback process is subject to the same format requirements as the AP. In addition, members of the public may request copies of the feedback process. These requests are subject to the same regulations as the AP.

Section: Duty to Notify | ACR, s.12 | ATPRR, s. 11

Requirements for CATSA from the Accessible Canada Regulations (ACR) and Accessible Transportation Planning and Reporting Regulations (ATPDR):
CATSA must notify the Accessibility Commissioner and the Canadian Transportation Agency of the publication of the description of its AP Feedback Process within 48 hours of publication. This notice must be made by electronic mail or by other electronic means, and must include the URL address of the description, a hyperlink, or the mailing address of the places of business where that description was published.

Section: Content of the Progress Reports | ACR, s.14(1), (2), (3), (4) | ATPRR, s. 12(1), (2), (3)

Requirements for CATSA from the Accessible Canada Regulations (ACR) and Accessible Transportation Planning and Reporting Regulations (ATPDR):

The Progress Reports must include the following headings:

• General (includes the position title of the person designated to receive feedback on CATSA’s behalf, and the manner in which the public can communicate with CATSA);
• Policies;
• Programs;
• Practices;
• Services;
• Consultations (includes the manner in which CATSA conducted a consultation process with members of the public); and
• Feedback.

Section: Publication | ACR, s.13, 15(1) | ATPRR, s. 13(1), (2)

Requirements for CATSA from the Accessible Canada Regulations (ACR) and Accessible Transportation Planning and Reporting Regulations (ATPDR):

CATSA must publish its AP in a format that meets Level AA conformance as set out in the WCAG.

CATSA must publish its AP on its public and internal websites, either directly on the homepage, or via a hyperlink on the homepage.

CATSA must publish a Progress Report on each anniversary date of the publication of the AP, except when a new version of the AP is published.

• For example, if the AP is published in 2022, CATSA must publish progress reports in 2023 and 2024. A new AP will be published in 2025.

Section: Duty to Engage in a Consultation Process | ACR, s.14(3)

Requirements for CATSA from the Accessible Canada Regulations (ACR) and Accessible Transportation Planning and Reporting Regulations (ATPDR):
CATSA must consult with persons with disabilities in the preparation of Progress Reports. The Progress Report must also set out the manner in which CATSA conducted its consultations.

Section: Duty to Make the Progress Report Available on Request | ACR, s.17(1), (2), (3) | ATPRR, s. 16(1), (2), (3)

Requirements for CATSA from the Accessible Canada Regulations (ACR) and Accessible Transportation Planning and Reporting Regulations (ATPDR):
A person may request that progress reports be made available in:

• Print:
• Large print;
• Braille;
• Audio; and
• Electronic formats compatible with adaptive technology intended to assist persons with disabilities.

The request must be made my mail, electronic mail, or telephone, or by any other means by which CATSA communicates with the public.

Progress Reports must be made available in accordance with the following timelines:

• For Braille and audio formats, within 45 days of the request; and
• For all other formats, within 15 days of the request.

Section: Duty to Notify | ACR, s.16 | ATPRR, s. 15

Requirements for CATSA from the Accessible Canada Regulations (ACR) and Accessible Transportation Planning and Reporting Regulations (ATPDR): 
CATSA must notify the Accessibility Commissioner and the Canadian Transportation Agency of the publication of Progress Reports within 48 hours of their publication. This notice must be made by electronic mail or by other electronic means, and must include the URL address of the description, a hyperlink, or the mailing address of the places of business where that description was published.

Section: Plan and Report Retention | ACR, s.18(1)

Requirements for CATSA from the Accessible Canada Regulations (ACR) and Accessible Transportation Planning and Reporting Regulations (ATPDR):
CATSA must retain copies of its published AP and Progress Reports for 7 years from the date of publication. These must be retained on the platform on which the documents were published and made available to the public.

Section: Description Retention | ACR, s.18(3)

Requirements for CATSA from the Accessible Canada Regulations (ACR) and Accessible Transportation Planning and Reporting Regulations (ATPDR):
CATSA must retain copies of the most recent Feedback Process Descriptions for 7 years from the date of publication.

Section: Feedback Retention | ACR, s.19

Requirements for CATSA from the Accessible Canada Regulations (ACR) and Accessible Transportation Planning and Reporting Regulations (ATPDR):
CATSA must retain an electronic or print copy of all feedback it receives on its AP, Progress Report, or Feedback Process Description for a period of 7 years, beginning on the day it was received.