2026 Accessibility Progress Report

2026 CBA Accessibility Plan Progress Report

The CBA has made significant progress towards most of its 2026 goals in our three-year Accessibility Plan. Learn more in our progress report.

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General

Requirements of the Accessible Canada Act

The Accessible Canada Act (the Act) is a federal law that aims to find, remove, and prevent barriers facing people with disabilities. The Act defines disabilities as impairments or functional limitations that, when combined with barriers, prevent people from fully and equally participating in society.

The Act applies to the CBA as a federal organization with less than 99 employees and is considered a small business. The CBA’s deadline to prepare an Accessibility Plan was June 1, 2024.

The CBA is required to report its progress annually by June 1st for a three‑year period and establish new goals at the conclusion of its three-year plan.

About this report

This report outlines the Canadian Bankers Association’s (CBA) progress in implementing its 2024‑2027 Accessibility Plan, in accordance with the requirements of the Accessible Canada Act (ACA).

This report represents the second annual progress report on the implementation of the CBA’s Accessibility Plan.

Executive Summary

The Canadian Bankers Association (CBA) continues to make meaningful progress in advancing accessibility and removing barriers across the organization.

Our Accessibility Plan has 7 goals with 22 commitments. As of this second year’s reporting, the CBA has made progress across its accessibility commitments:

Completed 17 commitments
4 commitments are currently in progress
1 commitment not yet started

This represents approximately 77% of commitments completed, representing strong progress toward the objectives of the 2024‑2027 Accessibility Plan.

In year two, our focus has shifted from establishing foundational practices to embedding accessibility into ongoing operations, decision‑making, and organizational culture.

Since our first progress report, the CBA has made meaningful progress across several key areas, including:

Integrating and embedding onboarding and accommodation processes into ongoing operations
Acting on key recommendations identified through consultation with the Accessibility Employee Resource Group (AERG), including establishing a formal charter and meeting cadence, enhancing accessibility awareness through Town Halls, learning sessions, strengthening the employee accommodation process, and initiating improvements to accessibility‑related content on our Careers webpage
Incorporating accessibility considerations into the selection, design, and transition to our new Toronto office space
Developing and implementing accessibility and communication standards across digital platforms and across both external and internal communications
Increasing awareness of accessibility through internal communications, resources, and organization‑wide learning initiatives
Continuing engagement with the AERG to support consultation, awareness, and ongoing improvements

While meaningful progress has been made, several initiatives remain underway and will continue into the next reporting period, including the rollout of a best practice guide for the development and delivery of programs and services, guidance on accessibility considerations in event planning, and the implementation of a formal Procurement Policy.

Accessibility Governance

The Accessibility Team continues to oversee the implementation of the Accessibility Plan and coordinate efforts across divisions.

The members of the CBA’s Accessibility Team, who are responsible for the preparation and execution of this Accessibility Plan, are:

Pai Kirtiputra, Manager, People, Values & Learning
Krista Derksen, Vice President, Talent Management

The Marketing & Communications Strategy division and the Corporate Strategy & Operations division are engaged and contributing to the implementation of the CBA’s accessibility goals.

Feedback Process

In this second reporting year, the CBA reviewed its feedback mechanisms to ensure they remain accessible, responsive, and well understood, is welcomed across various channels, such as telephone, mail, and email. We are committed to ensuring that all feedback submissions receive a timely response unless feedback is provided anonymously.

In addition to maintaining established feedback channels, the CBA also sought accessibility‑related feedback from both members and employees through the annual Member Feedback Survey conducted in September 2025 and the biennial Employee Engagement Survey conducted in November 2025.

There are internal processes in place to ensure the CBA monitors, reports on, and incorporate relevant feedback around accessibility barriers and the Accessibility Plan into future accessibility plans and progress reports.

We have a designated person and established feedback process to receive and work with any feedback you may have for us about accessibility:

Point of contact: Krista Derksen, Vice President, Talent Management
By telephone: 416‑362‑6092 between 9:00am – 5:00pm (EST)
By e-mail: AccessibilityFeedback@cba.ca
By mail:
- Vice President, Talent Management
- c/o Accessibility Feedback
- Box 348
- Commerce Court West
- 199 Bay Street, 28th Floor
- Toronto, ON, M5L 1G2

Using this contact information, employees, members and the public can send us:

A request to receive this plan in an alternative format (see Alternative Formats)
A request to receive the description of our accessibility feedback process

We encourage feedback and suggestions from our community, including those with disabilities, on the accessibility of our documents and services. We are committed to incorporating these insights into our ongoing efforts to enhance accessibility and meet the diverse needs of our audience.

Together, we can create an environment where everyone feels valued and included, where obstacles are minimized, and where opportunities are open to all, regardless of their abilities.

Alternative formats

The CBA’s Accessibility Plan and Progress Reports are available in alternative formats upon request, including:

Print
Large Print
Electronic
Audio
Braille

Requests can be made using the contact information listed in the Feedback Process section.

Requests for print, large print, and electronic formats will be fulfilled within 20 days. Requests for Braille and audio formats will be fulfilled within 45 days.

Feedback received

During this reporting period, the CBA did not receive formal accessibility feedback from the public through its established feedback channels.

However, accessibility‑related feedback was gathered from members and employees through the annual Member Feedback Survey conducted in September 2025 and the biennial Employee Engagement Survey conducted in November 2025.

A minority of respondents identified opportunities for improvement in accessibility, which has informed ongoing efforts to enhance accessibility across both workplace practices and member‑facing services.

Key themes from member feedback included:

Positive feedback on the accessibility and flexibility of the CBA’s services, particularly the availability of virtual meeting options and the ability to accommodate one‑on‑one meeting requests
Opportunities to enhance digital accessibility and user experience, including improving the usability of the Member Portal and exploring more streamlined access options, such as a dedicated application

Key themes from employee feedback included:

Accessibility of physical office spaces, including the absence of automatic doors, which has been addressed through the implementation of accessible design features in the new Toronto office
Accessibility and usability of workplace technology, including outdated equipment such as heavy laptops and work phones, which have since been replaced to better support employee needs

Consultations

Approach to consultation

Consultation in year two focused on validating progress made and identifying opportunities to strengthen implementation of remaining commitments.

The Accessibility Employee Resource Group (AERG) provided feedback for the CBA’s 2026 Progress Report during a virtual meeting on Friday, April 10, 2026. The Group was given a copy of the Progress Report before the meeting to give them time to review the content before providing their insights.

In addition to the group consultation session, AERG members who were unable to attend were invited to provide feedback through alternative channels, including submitting comments via email or booking one‑on‑one discussions with members of the Talent Management team. This approach was intended to ensure all members had an opportunity to contribute their perspectives in a manner that was accessible and convenient to them.

During the meeting, we reviewed the progress that has been made in each of the seven priority areas outlined in the Accessible Canada Act: Employment, Built Environment, ICT, Communication, Procurement, Programs & Services, and Transportation.

Members were asked to answer the following questions based on the status of our accessibility goals:

For goals that have been completed, participants were asked:
1. Do you feel like that the actions taken meet the requirements of the goal?
2. Are there any further actions that could be taken at this time to further the goal?
For goals that are in progress, participants were asked:
1. Does the progress so far align with the desired outcome of the goal?
2. Do you have any suggestions on how to progress the goal forward?
For goals that are pending, participants were asked:
1. Do you have any recommendations about how the CBA should approach this goal?

What we heard

Overall, consultation participants acknowledged meaningful progress across all priority areas and noted that accessibility considerations are increasingly being embedded into CBA’s operations, processes, and workplace environment.

Participants also identified several opportunities to further strengthen implementation:

The importance of gathering employee feedback following the transition to the new Toronto office to better understand user experience and identify areas for improvement
The need to consider ergonomics as part of the broader accessibility approach, including providing guidance or resources to support optimal workstation setup
Opportunities to reinforce the application of the Plain Language Guide through additional or refresher training to ensure consistent understanding and use across the organization

Actions taken

In response to our consultation feedback, CBA has taken steps to address identified barriers and strengthen accessibility throughout the organization. The following items list the actions that have been implemented after our first consultation period. The list also identified additional actions from the current reporting period.

CBA has been proactive in responding to the barriers identified during our initial consultation. As a result, several actions have been implemented across the organization to strengthen accessibility and ensure a more inclusive environment for everyone.

Below, you’ll find a summary of the steps that have been taken since our first consultation period. In addition, the list highlights further actions that have been initiated during the current reporting period to build on our ongoing efforts. These improvements reflect our commitment to continuously enhancing accessibility based on valuable feedback.

Actions implemented following prior consultation:

Establishing a formal AERG charter and meeting cadence
Enhancing accessibility awareness through Town Halls, Lunch & Learns, and other internal communication channels
Strengthening the employee accommodation process by conducting an organization‑wide review of accommodation needs, including a survey of all current employees, with plans to repeat this process annually and integrate it into emergency evacuation procedures
Beginning improvements to accessibility‑related content on the Careers webpage
Using recent feedback to inform ongoing enhancements to workplace practices and member‑facing services

Additional actions identified in this reporting period:

Initiating an employee survey to gather feedback on the accessibility and overall experience of the new Toronto office, to inform ongoing improvements
Referring ergonomic considerations to the Joint Health and Safety Committee to assess current practices and identify opportunities to provide additional guidance or resources for employees
Identifying the need for continued reinforcement of plain language and accessibility practices, with consideration to incorporate refresher training or additional learning opportunities in the next phase of CBA’s Accessibility Plan

Progress by Priority Areas

Area 1: Employment

Employment refers to inclusive and accessible hiring practices, workplace accommodations, and employment policies that aim to remove barriers and support the full participation of people with disabilities in the workforce.

Our accessibility goal

With this Employment section, the CBA aims to improve recruitment, retention, and promotion of people with visible and non‑visible disabilities. We are striving to identify additional recruitment sources that provide barrier‑free ways to apply for open positions at the CBA.

Commitment 1: Enhance the current accommodation process during hiring by 2025.

Status: Completed
Progress since last report: The accommodation process during hiring has been maintained and consistently applied across all recruitment activities. All job postings continue to include clear information on how candidates can request accommodation throughout the hiring process. The process continues to be monitored and refined as needed to ensure it remains effective and responsive.

Commitment 2: Develop an easy and clear accommodation request process during Employee Onboarding that acts to enhance and make fully evident the accommodation policy by June 2025. Add an Accessibility Tool Guide to the Employee Onboarding process by June 2025.

Status: Completed
Progress since last report: The accommodation request process has been integrated into the employee onboarding experience and continues to be consistently applied for all new hires. New employees are provided with clear opportunities to request accommodations through onboarding communications and documentation.

The Accessibility Tool Guide has been incorporated into onboarding materials and shared with both new and current employees. While the Guide is available, ongoing inquiries indicate that awareness of accessibility tools remains an area for improvement. The CBA will therefore review and enhance the Guide and increase efforts to promote its use across the organization.

Commitment 3: Establish an Accessibility Employee Resource Group (AERG) to create a support network for employees with disabilities and further a culture of inclusiveness across the organization by June 2025.

Status: Completed
Progress since last report: The AERG has been established and is now operating with a defined structure, including a formal charter and regular meeting cadence. The group continues to serve as a key forum for consultation, providing valuable input to inform accessibility initiatives and decision‑making across the organization.

Through ongoing engagement, the AERG has contributed to strengthening awareness, identifying barriers, and shaping improvements to accessibility‑related practices and processes.

Commitment 4: Research and create a plan to provide training for employees and managers that informs on accessibility, removal of barriers, and overall inclusion for all by June 2026.

Status: Completed
Progress since last report: The CBA has completed research and developed a training plan to support accessibility, inclusion, and the removal of barriers across the organization. This work was informed through collaboration with both the AERG and the Inclusion Employee Resource Group.

The first training session is scheduled for June 2026, with ongoing accessibility and inclusion topics incorporated into the annual training calendar to support continuous learning and awareness.

Area 2: Built environment

Accessibility in the built environment covers the physical spaces where people work and access services provided by the CBA. This includes ensuring our offices and infrastructure are designed or modified to be accessible to all, including those with mobility, sensory, or cognitive disabilities.

Our accessibility goal

In the Built Environment section, our goal is to ensure a fully accessible work environment where all individuals can navigate the CBA offices safely and independently by identifying and removing physical barriers to mobility and inclusion.

Commitment 1: Research and create a plan to provide training for staff volunteer floor wardens and assistant floor wardens that informs on how to assist people with disabilities other than physical disabilities in the event of an emergency by June 2025.

Status: Completed
Progress since last report: Following the transition to the CBA’s new Toronto office in March 2026, accessibility considerations have been incorporated into emergency preparedness planning. A walkthrough of the new space was conducted prior to occupancy to assess evacuation procedures and identify accessibility considerations.

The Joint Health and Safety Committee conducted an initial inspection of the new space to assess health and safety considerations and inform the development of evacuation procedures, including assisted evacuation protocols for employees with disabilities. This work is supported by updated information gathered through an organization‑wide accommodation needs survey to ensure planning reflects current employee needs.

Once evacuation procedures are finalized, a walkthrough and training session will be conducted with floor wardens in September, aligned with the building’s annual fire drill.

Commitment 2: Establish an accessibility standard for the consideration of all future office spaces by June 2025.

Status: Completed
Progress since last report: The accessibility standard for office space planning continues to be in place and is being applied to support accessibility considerations in both existing and future office environments. The standard has informed the design and transition to the CBA’s new Toronto office.

Commitment 3: Obtain quotes for the removal of barriers in our head office (Toronto) and two satellite offices (Montreal and Ottawa) including installing automatic doors, upgrading lights to fully adjustable LEDs, and replacing signage to include braille by June 2025.

Status: Completed
Progress since last report: Quotes obtained in the previous reporting period have informed accessibility improvements across the CBA’s office spaces. Since then, the CBA has transitioned to a new Toronto office in March 2026, where accessibility features and inclusive design considerations have been incorporated. Key features include automatic doors, accessible and ergonomic workstations, flexible workspace options (such as meeting rooms, phone booths, and collaboration areas), accessible lockers, and tools to support diverse work needs, including noise-cancelling headsets.

Accessibility enhancements for the Ottawa and Montreal offices continue to be assessed and will be implemented in alignment with future operational planning.

Commitment 4: Determine the budget, feasibility, and timeline for the removal of barriers for each of our offices by June 2026.

Status: Completed
Progress since last report: The budget, feasibility, and timeline for accessibility‑related improvements have been established and have informed planning and decision‑making across the CBA’s office spaces.

For the Ottawa and Montreal offices, these assessments continue to guide planning and prioritization of future accessibility enhancements.

Commitment 5: The CBA will research the Toronto real estate market to consider other spaces that meet accessibility standards and consider if there are any opportunities by June 2027.

Status: Completed
Progress since last report: The CBA completed its review of the Toronto real estate market and successfully identified and transitioned to a new office space in March 2026, ahead of the original June 2027 target.

The selected space aligns with accessibility considerations and has enabled the incorporation of improved accessibility features as part of the office design and setup. This transition also required the reprioritization of certain planned initiatives to support the move.

Area 3: Information and communication technology (ICT)

Information communication technologies include digital content and technology systems, including websites, software, and electronic devices. Accessibility in ICT ensures that individuals with disabilities can effectively access, use, and benefit from digital tools and information.

Our accessibility goal

In the ICT section, the CBA is committed to ensuring that all digital content and technologies are fully accessible, enabling effective communication and seamless access to information for people with disabilities.

Commitment 1: Complete an audit and plan for updating the CBA’s web content to meet WCAG 2.2 AA standards by June 2025.

Status: Completed
Progress since last report: Following the completion of the website accessibility audit and remediation plan, the CBA has established best practices and guidelines to support accessible digital content aligned with WCAG 2.2 AA standards. These guidelines form part of a broader framework to improve accessibility across digital platforms and communications.

Commitment 2: Complete an audit of our internal social media standards to identify areas for improved accessibility by June 2025.

Status: Completed
Progress since last report: Accessibility considerations identified through the audit of internal social media practices have been incorporated into broader digital communication standards, supporting more consistent and accessible content across platforms such as LinkedIn and X.

Commitment 3: Roll out new standards for posting graphics through social media to improve accessibility within the limits of each platform by June 2026.

Status: Completed
Progress since last report: New accessibility standards for social media and digital content have been developed and implemented through the rollout of the CBA’s Accessibility and Plain Language Guide. These standards provide practical guidance for creating accessible content within the constraints of each platform and are now integrated into day‑to‑day communication practices.

Commitment 4: Research and understand the implications and resources required for providing captioning on all pre‑recorded video content in both English and French by June 2025.

Status: Completed
Progress since last report: Best practices for accessible video and multimedia content have been established, including the use of captions, transcripts, and descriptive elements where appropriate. These practices have been incorporated into the CBA’s content planning and communication standards.

Area 4: Communication, other than ICT

Communication, other than ICT, focuses on making all forms of non‑digital communication—such as print materials, employee and member announcements, and signage—clear and accessible to people with a variety of communication needs, including those with hearing, vision, or cognitive disabilities.

Our accessibility goal

In the Communication section, the CBA aims to ensure barrier‑free communication by providing clear and inclusive services and spaces that incorporate plain language, alternate service options, and accessible formats to meet the needs of persons with disabilities.

Commitment 1: Establish best practices and develop Communication Guidelines that highlight the use of plain language and accessible design within the CBA by June 2025.

Status: Completed
Progress since last report: The CBA’s Accessibility and Plain Language Guide has been finalized and implemented. These guidelines provide a consistent framework for accessible communication across the organization.

Since the first report, the CBA has made further progress in operationalizing these principles by modernizing and rebuilding its Microsoft Office templates to support consistent, accessible, and brand‑aligned communications. The work translated the principles of the Guide into practical tools for the CBA team members, improving both usability and accessibility. Templates were designed with built‑in brand elements, standardized heading hierarchies, and consistent formatting for lists, charts, and tables, alongside integrated accessibility features such as alt text prompts, and metadata guidance.

Commitment 2: Provide plain language training for all employees responsible for communications with members and the public by June 2026.

Status: Completed
Progress since last report: Plain language and accessibility training has been delivered to all employees, reflecting the CBA’s commitment to ensuring that all staff are equipped to produce accessible materials for both internal and external communications. This training has also been integrated into onboarding for new employees to support ongoing awareness and capability in accessible communication practices.

In addition, further training is planned to support the adoption of updated communication tools and templates introduced under Commitment 1. This additional training will be rolled out in Q2 2026 and will be incorporated into onboarding to support ongoing awareness and capability.

Commitment 3: Source options for vendors that provide audio recordings, braille printing, and sign language interpretations to be made available upon request for members and employees by June 2026.

Status: Completed
Progress since last report: The CBA has identified and engaged a vendor to support accessible communication services, including audio recordings, braille printing, and sign language interpretation, ensuring these services can be made available upon request for members and employees.

To further strengthen this capability, the CBA will continue to explore additional vendor partnerships to enhance capacity and ensure continuity of service.

Area 5: Procurement of goods, services, and facilities

Procurement requires incorporating accessibility considerations into the evaluation and selection process for goods, services, and facilities. This ensures that products and services acquired are usable by everyone, including people with disabilities, and that the CBA is prioritizing vendors that support accessibility best practices and promote inclusivity.

Our accessibility goal

Under the Procurement of Goods, Services and Facilities section, the CBA strives to ensure that all procured goods, services, and facilities meet accessibility standards and foster an inclusive and barrier‑free environment.

Commitment 1: Develop and publish a new Procurement Policy that prioritizes the selection of goods, services, and facilities that offer barrier‑free options or promote accessibility by June 2025.

Status: In Progress
Progress since last report: Since the last reporting period, the CBA has advanced the development of its Procurement Policy, including defining accessibility requirements within vendor selection and contract management processes.

Through this work, it was identified that effective implementation of the policy is dependent on strengthening supporting systems and processes, particularly in procurement tracking and contract management. As a result, this initiative has been structured into a phased approach to ensure sustainability and effective enforcement.

Initial work has been completed to map purchasing processes, and a procurement platform is being explored to support tracking and implementation. A pilot phase for purchasing processes is planned for 2026, with broader procurement system implementation anticipated to follow.

Commitment 2: Provide all employees responsible for procurement with training on the new policy and how to identify accessible design by December 2025.

Status: Not Started
Progress since last report: This commitment is dependent on the finalization and implementation of the Procurement Policy. As the policy is being developed through a phased approach, training will be introduced once supporting systems and processes are in place to enable effective and consistent application.

Area 6: Design and delivery of programs and services

The inclusive design and delivery of programs and services requires that programs and services be planned and implemented with accessibility in mind, ensuring equitable access and participation for people with disabilities.

Our accessibility goal

The CBA strives to ensure that all programs, services, and facilities are designed and delivered to be fully accessible, providing equitable access to all members and the public.

Commitment 1: Establish a best practice guide for the CBA employees to inform the development and dissemination of programs and services that address common barriers that the public and members experience by June 2025.

Status: In Progress
Progress since last report: Since the last reporting period, the CBA has developed a draft best practice guide to support the development and delivery of programs and services that address accessibility barriers.

As organizational priorities shifted to focus on the rollout of broader communication and plain language standards, efforts have been directed toward embedding these principles across the organization. This work has provided a strong foundation for the continued development of the best practice guide.

The guide will be further refined and finalized in a future reporting period.

Commitment 2: Integrate a "Request for Accommodation" process for members when attending virtual or in‑person events by December 2025.

Status: In Progress
Progress since last report: The CBA has completed initial research and identified best practices to support the integration of a "Request for Accommodation" process for members attending virtual and in‑person events.

Recognizing that effective implementation requires more than a standalone process, efforts have focused on designing an approach that can be consistently integrated into event planning and delivery. This includes ensuring the process is practical, user‑friendly, and actionable for both event organizers and attendees.

Work will continue to refine and embed this process to support sustainable and consistent application across the organization.

Commitment 3: Identify opportunities to integrate accessibility into the member feedback process by December 2025.

Status: Completed
Progress since last report: Accessibility has been integrated into the CBA’s member feedback process through the inclusion of accessibility‑related questions in the annual Member Feedback Survey.

This approach enables the CBA to proactively gather accessibility feedback on an ongoing basis. The survey will continue to be reviewed and refined to ensure questions remain relevant, and feedback received will inform ongoing improvements to member‑facing services and experiences.

Commitment 4: Research and create a plan to provide training for employees and managers that informs on accessibility, removal of barriers, and overall inclusion for all by June 2026.

The first training session is scheduled for June 2026, with ongoing accessibility and inclusion topics incorporated into the annual training calendar to support continuous learning and awareness.

Area 7: Transportation

As the CBA does not provide transportation, our focus is to ensure safe, dignified, and inclusive transportation for our employees and members to our offices and any off‑site events hosted by the CBA.

Our accessibility goal

The CBA recognizes that presently, there are barriers to the transportation of people with disabilities. While the CBA is not responsible for public or member transportation, we are committed to identifying and supporting initiatives that help remove transportation barriers for people with disabilities.

Commitment 1: Establish a guide to inform the level of accessibility when planning events for members and employees and ensure there are accessible transportation options to and from the event space by June 2025.

Status: In Progress
Progress since last report: Development of the accessibility guide for event planning remains in progress and is being aligned with broader procurement and contract management processes. The guide is intended to form part of the Procurement Policy to ensure accessibility considerations, including accessible venues and transportation options, are consistently incorporated into event planning and vendor selection.

Conclusion

During this reporting period, the CBA made meaningful progress in advancing accessibility across the organization. Building on the foundation established in the first year, efforts have focused on embedding accessibility into core processes, tools, and decision‑making, rather than treating it as a standalone initiative.

Key achievements include the transition to a new Toronto office space designed with accessibility and inclusive features, the implementation of organization‑wide communication and accessibility standards, and the delivery of training to all employees to support accessible practices in both internal and external communications. The CBA also strengthened its governance and consultation approach through active engagement with employee resource groups and by integrating accessibility into its member feedback processes.

At the same time, the CBA recognizes that advancing accessibility is an ongoing effort. Several initiatives, including procurement processes and event accessibility integration, are being developed through a phased approach to ensure they are sustainable, actionable, and effectively embedded into organizational practices.

The CBA remains committed to continuous improvement and will continue to build on this progress by strengthening internal capabilities, refining existing tools and processes, and ensuring accessibility remains a key consideration in how the organization operates and delivers services.