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.
Summary
Canadian Bankers Association ("CBA") has made significant progress towards most of its 2025 goals in our three-year Accessibility Plan. Our Accessibility Plan consists of 7 goals with 22 associated commitments. Of these, we have:
- Completed 11 commitments
- Made progress on 9 commitments
- Have 2 pending commitments items for the 2026 and 2027 goals
In our commitment to accessibility and providing a barrier-free work environment, 5 of the goals we set in 2024 have become established processes that will be ongoing business practices.
Accessibility Team
The members of 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 Strategy, Marketing & Communications division, the Finance & Corporate Operations division, and the Strategic Planning, Engagement & Analytics divisions are engaged and contributing to the implementation of the CBA’s accessibility goals.
Feedback process
The CBA is committed to providing an accessible, receptive, and transparent feedback process. Feedback 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.
There are internal processes in place to ensure CBA monitors, reports on, and incorporates 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 deal with any feedback you may have for us about accessibility:
- Feedback 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, 30th 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
Your feedback on accessibility
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
CBA’s Accessibility Plan and a description of the accessibility feedback process will be made available in alternative formats, including:
- Print
- Large Print
- Electronic
- Audio
- Braille
Requests for print, large print, and electronic formats will be fulfilled within 20 days from the date of a request and requests for Braille and audio formats will be fulfilled within 45 days.
Alternative formats of CBA’s Accessibility Plan can be requested by email at AccessibilityFeedback@cba.ca, or by phone at (416) 362-6092.
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 persons with disabilities in the workforce.
Our accessibility goal
With this Employment section, CBA aims to improve recruitment, retention, and promotion of persons 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 CBA.
Commitment 1: Enhance the current accommodation process during hiring by 2025.
Status: Complete
Actions: All CBA job postings include a clause outlining the accommodation request process for candidates during the interview stage. As a part of CBA’s overall DEI strategy, we identified potential job posting sites that will extend our outreach to target minority groups and candidates with disabilities. We are committed to continue identifying ways to enhance CBA’s accommodation process.
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: Complete
Actions: In our welcome email to new employees, we now include an option to request accommodation. New hires also receive a 'New Joiner Form' that also includes a section for accommodation requests. Additionally, we have developed an Accessibility Tool Guide that will be shared to all current employees as well as form a part of our onboarding process going forward. We are currently looking to enhancing or implementing a new Human Resources Information System (HRIS) to digitalize the onboarding process and make it easier for new employees to request accommodation.
Commitment 3: Establish an Employee Accessibility Resource Group to create a support network for employees with disabilities and further a culture of inclusiveness across the organization by June 2025.
Status: Complete
Actions: The CBA established an Employee Accessibility Resource Group (EARG) to help conduct consultations for our Accessibility Plan. We are currently working with the group to develop a clear strategy for the EARG including a charter and long-term goals.
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: Not Started
Actions: We are planning to relocate to a new Toronto office space in April 2026 which will alter CBA’s training plan. As a core element of CBA’s overall DEI strategy, this commitment will be implemented in 2026 upon the office move.
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 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: In Progress
Actions: We have now signed the lease for a new space in the same building that will allow us to prioritize renovating the space with accessibility in mind. We are investigating opportunities for building evacuation processes with our property manager to support people with disabilities including training for floor wardens and individualized support based on each employee’s needs.
Commitment 2: Establish an accessibility standard for the consideration of all future office spaces by June 2025.
Status: Complete
Actions: We established a checklist that is based on the requirements from the Canadian Standards Association (CSA/ASC) B651:23 National Standard of Canada on Accessible design for the built environment. We are using the checklist to ensure our compliance with existing spaces and as we design new office spaces.
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: Complete
Actions: We have received quotes for the Toronto, Ottawa, and Montreal offices for automatic doors, braille signage, emergency audio systems, and LED lighting. We will budget these items for the Ottawa and Montreal offices in the future. For the Toronto office location, we have signed a lease for new premises. The anticipated move date is planned for April 2026. We will review the accessibility needs of the new Toronto office space during the renovation process.
Commitment 4: Determine the budget, feasibility, and timeline for the removal of barriers for each of our offices by June 2026.
Status: In progress
Actions: Now that we have received quotes and estimates for removing barriers at each of our offices, our focus will be on establishing the budget, feasibility, and timeline for implementation, especially for our satellite offices in Ottawa and Montreal. As we are renovating our new office space in Toronto, we are taking the opportunity to incorporate an accessible design into the main office ahead of the move.
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: Complete
Actions: The CBA has selected a real estate agent, completed tours of available spaces in Toronto, and selected a new office space. The lease has been signed, and the relocation date is anticipated to be April 2026.
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
Under this ICT section, CBA is committed to ensuring that all digital content and technologies are fully accessible, enabling effective communication and seamless access to information for persons 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: Complete
Actions: We engaged Digiteam, a digital business consultancy focusing on digital strategy, user experience, design and technology, to audit our CBA website. The audit was completed in March 2025, and we have developed a plan to remediate the website.
Commitment 2: Complete an audit of our internal social media standards to identify areas for improved accessibility by June 2025.
Status: Complete
Actions: Digiteam has completed an audit of the CBA’s internal social media standards, including X and LinkedIn practices.
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: In Progress
Actions: After completing their audit, Digiteam created an ICT Guide for our new social media standards. We are currently reviewing the Guide before its rollout.
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: Complete
Actions: Digiteam researched the implications and resource requirements for providing captioning on our pre-recorded video content as part of their work in creating the ICT Guide. Best practice is to provide captions and transcripts, and when possible, descriptions of visual elements referenced for all video and audio content which the CBA will build into its video content planning.
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, 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: Complete
Actions: Digiteam created an ICT Guidance document for the CBA that includes best practices for accessible and plain language, social media standards, and video content production. This document will serve as the foundation for our Communication Guidelines that emphasize plain language and accessible design within the CBA. The draft Guide is currently under review.
Commitment 2: Provide plain language training for all employees responsible for communications with members and the public by June 2026.
Status: In Progress
Actions: Digiteam will be providing plain language training to employees. We will coordinate and manage a comprehensive Plain Language Training sessions tailored to equip our employees with skills to create clear, effective, and accessible content. The training will build a strong foundation in plain language principles, enabling participants to communicate more effectively with diverse audiences.
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: Complete
Actions: We’ve conducted an extensive vendor sourcing exercise and have identified Allyant as our main accessibility service/product provider.
Area 5: Procurement of goods, services, and facilities
Considering accessibility in relation to procurement Involves considering accessibility in the purchasing decisions of 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, 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
Actions: The new Procurement Policy is expected to be completed by October 31, 2025, reflecting the broad scope of the review. It will incorporate a new Vendor Policy and updated Contract Policy, and require vendors to demonstrate how their offerings meet accessibility standards. Accessibility will be considered in vendor selection, contract language, and evaluation processes, in alignment with the Accessible Canada Act and the organization’s Accessibility Plan.
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
Actions: This commitment depends on the finalization and availability of the Procurement Policy. We will re-evaluate the timeline once the Procurement Policy has been published.
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 persons with disabilities.
Our accessibility goal
CBA strives to ensure that all CBA 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 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
Actions: We have created a best practice guide for the development and delivery of programs and services. We are working with other areas within the CBA to review the guide before it is distributed. As a result, we expect the guide to be finalized by the end of 2025.
Commitment 2: Integrate a "Request for Accommodation" process for members when attending virtual or in-person events by December 2025.
Status: In Progress
Actions: We have completed our research for best practices and have determined next steps for implementation. We expect to roll out the new “Request for Accommodation” process for members within the expected timeframe.
Commitment 3: Identify opportunities to integrate accessibility into the member feedback process by December 2025.
Status: In Progress
Actions: Starting this year, we will use the annual Member Feedback Survey, typically conducted each fall, to gather members' accessibility feedback on an ongoing basis.
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: Not Started
Actions: We are planning to relocate to a new office space in April 2026 which will alter CBA’s training plan. As a core element of CBA’s overall DEI strategy, this commitment will be implemented in 2026 upon the office move.
Area 7: Transportation
As the CBA does not provide transportation, our focus here is ensuring 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 persons with disabilities. While CBA is not responsible for public or member transportation, we are committed to identifying and supporting initiatives that help remove transportation barriers for persons 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
Actions: This guide expected to be completed by October 31, 2025, whi