Our Accessibility Statement

Community Living Toronto (CLTO, we, our, us) is committed to providing services, information, and spaces that are fully accessible to people of all abilities. We support the inclusion, dignity, independence, and equal opportunity of people with disabilities.

This Accessibility page explains how to request accessible formats, give feedback, and access accommodations when interacting with CLTO online, by phone, and in person.

Need this page in an accessible format? We can provide large print, plain language, audio, and accessible PDF on request.

Read the PDF version click here
Download the Word document click here

1) Our Accessibility Commitment

  • We follow the Accessibility for Ontarians with Disabilities Act (AODA) and its standards.
  • We aim to meet WCAG 2.1 Level AA for web content and digital communications.
  • We design our programs and communications to be accessible, inclusive, and barrier free.
  • We train our staff and volunteers on accessible communication, and inclusion.

2) Accessible Feedback Process

We welcome feedback about accessibility at CLTO: what worked well, what barriers you faced, and ideas for improvement. You can share feedback anonymously or include your contact details if you want a response.

Send accessibility feedback or requests for accessible formats:

  • Email: contactus@cltoronto.ca
  • Phone: 647.426.3220
  • Mail: Community Living Toronto, 20 Spadina Road, Toronto, Ontario M5R 2S7
  • In person: Visit any CLTO location: ask for a supervisor or manager

We will acknowledge feedback and let you know what actions we can take. Your privacy will be respected. We aim to respond within 10 business days.

3) Requesting Accessible Formats and Communication Supports

We provide or arrange accessible formats and communication supports on request for information we control, including:

  • Program information and forms
  • Event materials
  • Policies and public documents
  • Digital content (PDFs, Word docs, videos, social assets)

Examples include: large print, plain language, accessible PDF, audio/MP3, captions, transcripts, high‑contrast files, and ASL interpretation (with reasonable notice).

How to request:
Contact us using any method above and tell us:

  1. The document or information you need
  2. Your preferred format or support
  3. Your timeline or deadline

We will consult with you to meet your needs and provide the format in a timely manner and at no cost.

4) Using Assistive Devices, Service Animals, and Support Persons 

  • Assistive devices: You may use personal assistive devices (e.g., mobility aids, communication devices) when accessing CLTO services. 
  • Service animals: Welcome in public areas of our sites unless prohibited by law. Staff may ask if the animal is a service animal if it’s not obvious. 
  • Support persons: Welcome. If a fee applies to a ticketed event, we will communicate any reduced or waived fees for support persons in advance. 

If you need help using our equipment (e.g., lift, assistive listening), please ask a staff member. 

5) Notice of Temporary Service Disruptions 

If there is a temporary disruption to facilities or services used by people with disabilities (e.g., elevator, ramp, automatic door, accessible washroom), we will: 

  • Post clear notices at the location and on our website 
  • Share the reason for the disruption, expected duration, and alternate options, where available 
  • Provide contact information for assistance 

6) Accessible Communications 

We strive for clear, inclusive communication: 

  • Plain language and logical headings 
  • Highcontrast colours and readable font sizes 
  • Captioned videos and transcripts where possible 
  • Descriptive link text (no “click here”) 
  • Alt text for meaningful images 
  • Avoiding PDFs unless they are made fully accessible (and offering HTML or DOCX alternatives) 

If anything on our website is not accessible to you, please contact us (see 2. Accessible Feedback Process) and we’ll provide the information in a format that works for you. 

7) Digital Accessibility (Web, Documents, and Media) 

We aim to meet WCAG 2.1 AA for: 

  • Web pages and navigation 
  • Downloadable documents (PDF, Word) 
  • Images and graphics (with alt text) 
  • Video and audio (captions, transcripts, described video as needed) 
  • Forms and interactive tools (keyboard accessibility, labels, error messages) 

We continuously improve our site through testing, remediation, and staff training. 

8) Employment Accessibility

CLTO provides accessible employment practices, including:

  • Notifying applicants that accommodations are available during recruitment
  • Providing accessible formats and supports for candidates during interviews and assessments
  • Individual accommodation plans and return‑to‑work processes
  • Accessible workplace information and emergency response plans

For job postings or recruitment accommodations, contact: careers@cltoronto.ca

9) Public Safety & Emergency Information 

On request, we will provide publicly available emergency information in accessible formats (e.g., evacuation routes, alerts). For on site needs, we develop individualized emergency response information for employees who require it. 

10) Procurement and Design of Public Spaces 

We work to include accessibility criteria when buying goods/services and when designing, building, or redeveloping public spaces, including: 

  • Entrances, ramps, and accessible routes 
  • Waiting areas and counters 
  • Signage and wayfinding 
  • Parking where applicable 

If accessibility features are not practicable, we will document why and consider alternatives. 

11) Training 

We provide training to employees, volunteers, and third parties who interact with the public or develop CLTO communications, including: 

  • AODA Customer Service and IASR 
  • Accessible communication and document design 
  • How to interact with people who use assistive devices, service animals, or support persons 
  • How to respond to accessibility feedback and requests 

Training is provided during onboarding and refreshed periodically or when policies change. 

12) MultiYear Accessibility Plan 

CLTO maintains a MultiYear Accessibility Plan that: 

  • Identifies barriers and actions to remove them 
  • Tracks progress toward AODA compliance 
  • Is reviewed and updated at least every five years 
  • Is available in accessible formats on request 

Read our MultiYear Accessibility Plan: Coming soon 

13) Privacy 

Accessibility requests and feedback may include personal information. We handle this information according to our Privacy Policy and limit access to those who need to respond. 

Read our Privacy Policy by clicking the button below. (Update coming soon) 

Read our Privacy Policy click here

14) Contact Us (Accessibility) 

For accessibility feedback, requests, or questions: 

Accessibility at CLTO 

  • Phone: 647-426-3220 
  • Mail: Community Living Toronto, 20 Spadina Road, Toronto, Ontario M5R 2S7 

We can provide this page in alternative formats upon request. 

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