2023/2024 to 2025/2026 Accessibility Progress Report

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.

CATSA will review the occupational health 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.

Work has begun on assessing the security screening checkpoints in conjunction with Accessibility Services Canada.

Project planning has begun and work is ongoing. CATSA maintains the ongoing requirement for consultation with certified contractors and professionals throughout its built environment planning.

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.

Engage in a consultation process with advocacy organizations and other applicable stakeholders 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. 

Q1 2024/25

CATSA’s engagement with stakeholders and advocacy organizations will take place several months prior to the target completion date identified above.

Consultation:

Q3 2023/24

Workplan:

Q1 2024/25

Construction and/or changes to workspaces:

Q3 2025/26

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.

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.

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.

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.

Q4 2023/24

Revised target:

Q1 2025/26

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.

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.

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.

Consultation:

Q3 2023/24

Workplan:

Q1 2024/25

Construction and/or changes to workspaces:

Q3 2025/26

Ongoing

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.

CATSA continues to deploy a number of accessibility-related 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).

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.

A new step has been added to the SOP development process to assess each procedural change 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.

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.

Information to be published

s. 5

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.

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.

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.

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.

Automated self-service kiosks

s. 11-12

In Force: June 25, 2023

s. 243(2)

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.

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.

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.

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.

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.

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.

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.

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 colour 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.

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).

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.

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.

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.

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.

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.

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.

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.