Government of Canada / Gouvernement du Canada
Symbol of the Government of Canada

Search

Accessible Transportation for Persons with Disabilities Regulations (SOR/2019-244)

Regulations are current to 2020-06-17 and last amended on 2019-07-11. Previous Versions

PART 1Requirements Applicable to Transportation Service Providers (continued)

Communication of Information to Persons with Disabilities (continued)

The following provision is not in force.

Marginal note:Communication

 A transportation service provider must ensure that members of personnel who interact with passengers in the course of carrying out their functions take in account the following when communicating with a person with a disability:

  • The following provision is not in force.

    (a) 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;

  • The following provision is not in force.

    (b) whether the person uses an assistive device to assist them to hear, see or communicate; and

  • The following provision is not in force.

    (c) 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.

The following provision is not in force.

Marginal note:Telephone system

 If a transportation service provider 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

  • The following provision is not in force.

    (a) 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

  • The following provision is not in force.

    (b) 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 in paragraph (a), including the transportation service provider’s email address and the third party’s telephone number for telephone relay or video relay service.

The following provision is not in force.

Marginal note:Website

 If a transportation service provider 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 the transportation service provider, to make or modify a reservation or to check in, it must

  • The following provision is not in force.

    (a) 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

  • The following provision is not in force.

    (b) 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 in paragraph (a), including the transportation service provider’s telephone number and email address and the third party’s telephone number for telephone relay or video relay service.

The following provision is not in force.

Marginal note:Website — requirements

 A transportation service provider must ensure that every website that it owns, operates or controls and that is made available to the public — including any mobile site that contains other platforms, such as applications — meets the requirements for a Level AA conformance that are set out in the Web Content Accessibility Guidelines.

The following provision is not in force.

Marginal note:Public announcements inside terminals

  • The following provision is not in force.

     (1) A carrier must ensure that any public announcement relating to a departure or a gate or track assignment that is made for passengers waiting at a boarding area inside a terminal is made in an audio format and in a visual format.

  • The following provision is not in force.

    Marginal note:Public announcement — safety or security

    (2) If a transportation service provider makes any public announcement relating to safety or security inside a terminal, they must make that announcement in an audio and visual format.

The following provision is not in force.

Marginal note:Automated self-service kiosks

  • The following provision is not in force.

     (1) If a transportation service provider 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, the transportation service provider 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 and Annexes B and C, excluding the notes accompanying those clauses, of the National Standard of Canada CAN/CSA-B651.2-07 (R2017), entitled Accessible design for self-service interactive devices, published in January 2007 by the Canadian Standards Association, as amended from time to time.

  • The following provision is not in force.

    Marginal note:Requirements

    (2) If a transportation service provider owns, operates or controls the hardware components of an automated self-service kiosk referred to in subsection (1), the transportation service provider must ensure that the kiosk is visually and tactilely discernible by an International Symbol of Access that is affixed to the front of it.

The following provision is not in force.

Marginal note:Temporary application

 For a period of two years beginning on the day on which this section comes into force, if a transportation service provider owns, operates or controls the hardware components of an automated self-service kiosk that is available for public use in a terminal and meets the requirements of section 11, that kiosk must be marked with signage that specifies that persons with disabilities have priority access.

The following provision is not in force.

Marginal note:Assistance with use of self-service kiosks

 A transportation service provider must, on the request of a person with a disability, assist the person, without delay, to use any automated self-service kiosk referred to in section 11.

The following provision is not in force.

Marginal note:Accessible self-service kiosks

  • The following provision is not in force.

     (1) A transportation service provider must ensure that any automated self-service kiosk referred to in section 11 is in good working order and is properly maintained.

  • The following provision is not in force.

    Marginal note:Repairs

    (2) If the automated self-service kiosk is not in good working order, the transportation service provider must ensure that it is repaired as soon as possible and, until it is repaired, the transportation service provider must provide the following services to a person with a disability:

    • The following provision is not in force.

      (a) 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 the person in using that kiosk; or

    • The following provision is not in force.

      (b) 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.

Personnel Training for the Assistance of Persons with Disabilities

The following provision is not in force.

Marginal note:Application

 A transportation service provider must ensure that members of personnel receive the training that is required under sections 16 to 19.

The following provision is not in force.

Marginal note:Interaction with public, etc.

  • The following provision is not in force.

     (1) If a member of personnel 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, they must receive training that provides 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 the transportation service provider with respect to persons with disabilities.

  • The following provision is not in force.

    Marginal note:Contents of training

    (2) The training referred to in subsection (1) must provide an adequate level of knowledge in respect of

    • The following provision is not in force.

      (a) the following principles:

      • (i) the principle that all persons must be treated with dignity regardless of their disabilities,

      • (ii) 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,

      • (iii) the principle that all persons must have barrier-free access to full and equal participation in society, regardless of their disabilities, and

      • (iv) 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 following provision is not in force.

      (b) the different types of barriers that may hinder equal access to transportation services for persons with disabilities;

    • The following provision is not in force.

      (c) the various types of assistance that may be needed by persons with disabilities and the duties of the transportation service provider in relation to those needs, including

      • (i) the type of assistance that they must provide to persons with disabilities, and

      • (ii) 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;

    • The following provision is not in force.

      (d) communication with persons with disabilities in accordance with section 6 and how to interact with them in a manner that respects their autonomy and dignity;

    • The following provision is not in force.

      (e) the role of a support person; and

    • The following provision is not in force.

      (f) the role and needs of a service dog.

 
Date modified: