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Accessible Formats and Communication Supports

This procedure applies to Thunder Bay Transit employees, volunteers and other persons or organizations that provide goods, services or facilities to the public or other third parties on behalf Thunder Bay Transit, in accordance with the Integrated Accessibility Regulation developed under the Accessibility for Ontarians with Disabilities Act (AODA), 2005, S.O.2005, c.11. and in support of the City of Thunder Bay Accessibility Policy.

The procedures apply to all materials and communications produced by Thunder Bay Transit for release to the public whether produced in house or on behalf of Transit (i.e. consultant reports). It does not apply to unconvertible information and information that Transit does not control directly or indirectly through a contractual relationship.

Each publication will be produced in such a way as to reduce barriers in the original document. 

Note that not all Accessible Formats or Communication Supports listed are available at this time.


Thunder Bay Transit will advise the public of the availability of accessible formats and communications supports. This will include:

  • Information on this service on the Transit Webpage on the City of Thunder Bay website at 
  • Signage at Transit’s main public service counter advising of the availability of Accessible formats and Communication Supports
  • the line “Accessible formats and communication supports are available upon request,” placed at the bottom of public documents
  • large-scale documents for city-wide public consultation.

Processing Requests
Requests for an accessible format or communication support can be received by staff in person, by phone/TTY or by electronic formats such as emails or service requests. Upon receipt of a request, staff will complete a Request Form which is filed for record keeping purposes. The request is to be responded to by the appropriate operational staff. 

All Transit staff shall, upon request, and in consultation with the person making the request, provide or make arrangements to provide accessible formats and communication supports for persons with disabilities. Accessible formats and communication supports shall be provided in a timely manner, taking into account the person’s accessibility needs and at a cost that is no more than the regular cost charged to other persons.

The timeframe for the conversion process of a document into an accessible format, or the provision of a communication support, can vary depending on the media chosen, the size, complexity, quality of source documents, and the number of documents to be converted. Documents shall be returned in a timely manner depending on the factors previously noted.

If the document being requested is the subject of a public consultation or has a set timeframe for public comment, the timeframe for document conversion and distribution must be taken into consideration. 

Cost of Conversion
When a member of the public requests a Transit document in an accessible format or information with a communication support, Transit is responsible for the cost of conversion, materials and distribution of information, if the materials are directly related to Transit.

Once the appropriate format or support is determined with the requestor, staff shall provide or arrange for the provision of the accessible formats and/or communication support for persons with disabilities. 

If a staff member determines that information is unconvertible, they shall, in consultation with their direct supervisor, provide the person requesting the information or communication with:

(a) a written explanation as to why the information or communications are unconvertible; and,

(b) a summary of the unconvertible information or communication.

Corporate Communication Division is available for consultation to help determine if information can be converted. 

Accessible formats - Some of the most common accessible formats are (but not limited to):

  • HTML or electronic text version on line that meet the WCAG 2.0 level A or AA
  • Text saved as a Word document
  • Large Text
  • Plain language versions
  • Braille

Note that not all Accessible Formats or Communication Supports listed are available at this time.