The official website of the City of London300 Dufferin Avenue519-661-CITY (2489)

Accessibility Legislation

In June 2005, the Ontario Government passed the Accessibility for Ontarians with Disabilities Act (AODA) with a vision of a fully accessible Ontario by 2025.

Standards have been developed in five areas: Customer Service, Transportation, Information and Communication, Employment, and Public Spaces (Built Environment). 

Accessibility Standards for Customer Service

The Accessibility Standards for Customer Service came into effect on January 1, 2008, making them the first to become law under the AODA. This regulation required all municipalities to be in compliance by January 1, 2010.

In 2016, the Customer Service Accessibility Standards were adopted into Part IV.2 of the Integrated Accessibility Standards (Ontario Regulation 191/11) so that all standards could be located in one regulation.

All City of London employees receive training on providing accessible customer service. Together with the Accessibility Advisory Committee, the City has developed a Customer Service training video.

Integrated Accessibility Standards

The Integrated Accessibility Standards came into effect on July 1, 2011 and is now law. It applies to all organizations – public, private, and non-profit. The requirements of this standard will be phased in over time from 2011 to 2021. The Regulation covers the following standard areas:

  • Information and Communication
  • Employment
  • Transportation
  • Design of Public Spaces (Built Environment)
  • Customer Service

The City is already in compliance with many of these standards, and is working to meet each of the deadlines as outlined in the City of London Accessibility Plan 2013-2017.

Accessibility Compliance Reporting

Businesses, non-profit organizations and public sector organizations, such as municipalities, must file an accessibility compliance report periodically with the Government of Ontario to confirm that the organization has met the applicable requirements under AODA.

The City of London's accessibility compliance reports are found below:

Have Questions?

For questions about the AODA or accessibility laws and standards, please contact:

Accessibility for Ontarians with Disabilities Act (AODA) Contact Centre

Phone: 1-866-515-2025
TTY: 416-325-3408
TTY Toll-free: 1-800-268-7095


Last modified: