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Goodwill’s Accessibility Multi-Year Plan and Policy

This Accessibility Plan and Policy outlines the actions that Goodwill Industries, Ontario Great Lakes will implement to improve opportunities for persons with disabilities.

Statement of Commitment to Creating and Maintaining Accessibility and an Accessible Environment

Goodwill Industries, Ontario Great Lakes (Goodwill) is committed to meeting the objectives and requirements outlined in the Accessibility for Ontarians with Disabilities Act, 2005 and the applicable regulations, and to meeting the accessibility needs of persons with disabilities in a timely manner, through the implementation of the requirements of the Act and its applicable regulations. This Plan applies to all divisions of Goodwill.

For the purposes of the work of the Accessibility Committee and accessibility planning, the definition of the word “disability” is understood to be that which is identified in the Ontarians with Disabilities Act, 2001 and the Accessibility for Ontarians with Disabilities Act, 2005. The definition in these statutes is taken from the Ontario Human Rights Code. This definition can be found below.

Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”)

The AODA develops, implements, and enforces accessibility standards so that goods, services, facilities, accommodation, employment, buildings, structures, and premises are accessible to persons with disabilities. The AODA intends to achieve an accessible Ontario by Jan 1, 2025. To do so, mandatory and enforceable standards have been implemented.

The Standards include:

Customer Service Standard

The Customer Service Standard (Ontario Regulation 429/07) was the first standard under the AODA to become law. It ensures that people with disabilities can receive goods and services in a manner that takes into account one’s disability.

Requirements include development of a policy, practices, procedures as well as the provision of training for staff and volunteers.

Goodwill submitted compliance reports to the Province indicating we had addressed the requirements of the Regulation and were meeting the compliance obligation. We will continue to ensure compliance with the Customer Service Standard.

We developed feedback processes to respond to inquiries and suggestions received by phone, email, mail, in person. This has been communicated to internal and external stakeholders.

Integrated Accessibility Standard Regulation (IASR) – Ontario Regulation 191/11

The IASR brings together the following standard areas in one Regulation: Information and Communication, Employment, Built Environment and Transportation. The Transportation Standard does not apply to Goodwill. General requirements common to all standard areas include policy development and training (on the requirements of the IASR and the Ontario Human Rights Code). Also, there is a requirement to ensure that accessibility features are considered in the kiosk procurement process.

The requirements have staggered compliance dates up to the year 2021.

Goodwill Integrated Accessibility Standards Policy and Multi-Year Accessibility Plan – Development Process

An Accessibility Taskforce reviewed the requirements of the IASR. An IASR Policy was drafted to address how Goodwill achieves or will achieve accessibility through meeting the IASR’s requirements. The Multi-Year Accessibility Plan was developed in accordance with the IASR. It outlines a strategy to prevent and remove barriers and address the current and future requirements of the AODA.


Disability, as defined by the AODA and the Ontario Human Rights Code, is:

  • any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
  • a condition of mental impairment or a developmental disability,
  • a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
  • a mental disorder, or
  • an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Reporting Dates for Goodwill

  • Customer Service Standard – June 31, 2024 (requirement to report annually)
  • IASR – June 31, 2024 (requirement to report annually)
  • Goodwill Industries International (certification audit every three years)

Next Steps

  • Monitor and review accessibility procedures and update as required
  • Develop and prepare an annual update/review on the Multi-Year Accessibility Plan

Questions, concerns or feedback?

Email: [email protected]
Phone: 519-850-9000, press option 6
Goodwill Industries, Ontario Great Lakes
Att’n: Chief Mission Advancement Officer
255 Horton St. E, 2nd Floor
London, Ontario  N6B 1L1