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Accessibility Policy

Integrated Accessibility Standards (IAS) Regulation Policy

The City is committed to meeting the accessibility needs of people with disabilites in a timely manner. To comply with the General requirements of the IASR, with compliance dates from 2013 to 2014. The City will:

Establish, maintain, and update a multi-year accessibility plan at least every five years, in accordance with the requirements of Section 4 of the IAS, outlining the City's strategy to prevent and remove barriers for people with disabilities and prepare an annual status report on the plan.

Incorporate accessibility criteria and features when procuring or acquiring goods, services, or facilities, including self-service kiosks, in accordance with the requirements of Section 5 of the IAS, except where it is not practicable, the City will provide an explanation, upon request. 

Ensure that training is provided on the requirements of the Accessibility Standards in accordance with Section 7 of the IAS, as well as the Human Rights Code as it relates to people with disabilities. 

To comply with the Information and Communication Standard requirements of the IAS, with compliance dates from 2012-2021, the City will create, provide and receive information and communcations in ways that are accessible to people with disabilties. 

To comply with the Employment Standard requirements of the IAS, with compliance dates from 2012 to 2014, the City will identify, prevent, and remove barriers across the employment life cycle for people with disabilities. 

To comply with the Transportation Standard requirements of the IAS, with compliance dates from 2011 to 2017, the City will implemennt accessible transit service and facilities.

2013 Corporate Accessibility Policy
Policy No. 08-01-04 PDF Document Icon Acrobat PDF, 6 pages, 51 KB

Accessible Customer Service Policy

It is the policy of The Corporation of the City of Thunder Bay that citizens with disabilities achieve accessibility in the provision of goods and services by the City to this community, consistent with the principles of independence, dignity, integration and equality of opportunity as set out in the regulations of the Accessibility for Ontarians With Disabilities Act, 2005.

Service Animals

If a person with a disability is accompanied by a guide dog or other service animal, the City will permit the person to enter the premises with the animal and keep it with him or her, unless the animal is otherwise excluded by law from the premises. If the service animal or guide dog is excluded by law from the premises, the City will look to other available measures to enable the person with a disability to obtain, use, or benefit from the City’s goods and services.

'Service Animal' is an animal that is specially trained to assist a person with a disability. A service animal must be readily identifiable as a service animal. If it is not, users of City facilities may be asked to provide proof.

Support Persons

If a person with a disability is accompanied by a support person, they are permitted to enter the premises together and are not prevented from having access to each other while on the premises. The City may require a person with a disability to be accompanied by a support person while on its premises, but only if a support person is necessary to protect the health or safety of the person with a disability or the health or safety of others on the premises.

Where fees for goods and services are advertised or promoted by the City, it will provide advance notice of the amount payable, if any, in respect of the support person. Please note that most City services accept the Personal Attendant for Leisure (PAL) Card. For riders of City Transit who need a support person to ride for free please contact Transit at 684-3744.

Disruption of Services

If there is a temporary disruption in a particular facility or service used to allow a person with a disability to access goods or services, the City will give notice of the disruption to the public.

Assistive Devices

If a person with a disability requires assistive devices to access goods or services of the City, they are allowed to use such devices.

Feedback Process

To provide feedback on the provision of goods and services to people with disabilities you can contact the Office of the City Clerk  as follows. The Office of the City Clerk will ensure that your feedback is relayed to the appropriate Department.

Accessibility Feedback

Address: Office of the City Clerk
500 Donald St. E.
Thunder Bay ON P7E 5V3
Tel: (807) 625-2230
TTY: (807) 622-2225
In Person      Office of the City Clerk, 1st Floor, City Hall
Email: accessibility@thunderbay.ca