Accessibility Policy

Accessibility for Ontarians with Disabilities Act

The Accessibility for Ontarians with Disabilities Act (AODA) was passed in 2005, affecting private, public and non-for-profit sectors. Under the Act, the Ontario government is calling for the development of standards of accessibility in five key areas of daily living: customer service, information and communications, employment, transportation and design of public spaces. The Accessibility Standard for Customer Service came into effect on January 1, 2008. All businesses and organizations with one or more employees providing goods and services to the public or other organizations have legal obligations under the standard.

Accessibility Policies for the Canadian Council of Motor Transport Administrators (CCMTA)

CCMTA is committed to accessibility and providing products and services to its members and customers in accordance with applicable legislation. The following are CCMTA's policies in this regard, as required by the AODA.

Customer Service

CCMTA's Plan for Accessibility Standard for Customer Service contains general policies, procedures and practices on personal assistive devices; the use of service animals and support persons; notice of temporary disruption of service; training for staff and appropriate volunteers and our feedback process.

Individuals representing CCMTA are sensitive to the varying needs of customers requiring accommodation, and receptive to feedback on how to best serve them. CCMTA staff and the parties representing them use the principles of respect, dignity and independence when dealing with people with disabilities, by first asking if they need help.

CCMTA does not provide specific accommodations in anticipation of customer needs, but is happy to work with customers requiring accommodations to reasonably fulfill their requests in delivering our products and services.

CCMTA's Plan for Accessibility Standard for Customer Service is available on the CCMTA web site, and it can also be requested by phone or email.

General Requirements

CCMTA is committed to training all existing and new employees, as well as people who provide products and services on our behalf, on Ontario's accessibility laws and the Ontario Human Rights Code. Training will also be provided when our accessibility policies change.

Information and Communications

CCMTA is committed to working with people with disabilities to determine the best way to meet their information and communication needs. This includes arranging for accessible formats and communications support on request, and information on available products and services.


CCMTA is committed to notifying the public and staff that, when requested, it will accommodate job applicants with disabilities in our recruitment and assessment processes, and with new hires. If the need arises, we will provide customized information in the event of an emergency, in an accessible format based on the person's disability. CCMTA's performance management and career development processes will also take into account the accessibility needs of people with disabilities.

Feedback Process

  • Customers wishing to provide feedback on how CCMTA provides goods and services to people with disabilities may submit their input via email to info@ccmta.ca, by mail at 1111 Prince of Wales Drive, Suite 404, Ottawa, ON K2C 3T2, or by fax at (613) 736-1003.
  • Customers can expect a response within five business days.
  • CCMTA's Plan for Accessibility Standard for Customer Service is available on CCMTA's website. It can also be requested by phone or email.