AODA Integrated Accessibility Standards Multi-Year Plan


Indigo's Multi-Year Accessibility plan is designed to support the principles and requirements outlined in the Accessibility for Ontarians with Disabilities Act, 2005 ("AODA"), and Ontario Regulation 191/11 - "Integrated Accessibility Standards Regulation" ("IASR"). This Plan, which is to be read together with Indigo's Integrated Accessibility Standards Policy, outlines Indigo's strategy over the next 5 years to prevent and remove barriers to accessibility.

Application and Scope

This Plan applies to Indigo's Ontario employees, volunteers, agents and/or contractors who deal with people on behalf of Indigo. Indigo will review and update this accessibility plan at least once every five (5) years, in consultation with persons with disabilities and an internal accessibility committee.

Accessibility Commitment

Indigo is committed to creating an inclusive culture across the organization by preventing and removing barriers for person with disabilities. Where it is not possible to remove barriers, Indigo will make efforts to accommodate persons with disabilities in a timely, effective and suitable manner.

Indigo supports the principles of accessibility legislation.

As a large, private sector organization, Indigo's goal is to ensure accessibility for our employees and our customers. At Indigo, it is our hope to add a little joy to each customer's day, whenever and however they interact with us. As such, our employees, volunteers, agents and/or contractors aim to provide, to the best of their abilities, the same Indigo experience to all customers, including people with disabilities. This plan is an integral part of Indigo's goal.

Plan Availability

This plan, which is available on Indigo's website, will, upon request, be made available in various accessible formats. If you would like to receive a copy of the Plan in an alternate accessible format, please contact Indigo's Accessibility Office by e-mail at or by telephone at 1-855-677-9770.


The following definitions, some of which are provided in the AODA and the Integrated Accessibility Standards Regulation, apply for the purposes of this policy:

"Accessible Formats"

may include, but are not limited to, large print, recorded audio and electronic formats, braille and other formats usable by persons with disabilities;


means anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an architectural barrier, an information or communications barrier, an attitudinal barrier, a technological barrier, a policy or a practice;

"Communication Supports"

may include, but are not limited to, captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications;

"Disability" means,

any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,

a condition of mental impairment or a developmental disability,

a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,

a mental disorder, or

an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997; ("handicap")


means any comments, compliments, suggestions or complaints provided to Indigo by its customers;

"Internet Website"

means a collection of related web pages, images, videos or other digital assets that are apressed relative to a common Uniform Resource Identifier and is accessible to the public.


means an interactive electronic terminal, including a point of sale device, intended for public use;

"Large Organization"

means an obligated organization with 50 or more employees in Ontario, such as Indigo;

"New Internet Website"

means either an Internet Website with a new domain name or an Internet Website with an existing domain name which has undergone a significant refresh;

"Mobility Aid"

means a device used to facilitate the transport, in a seated posture, of a person with a disability;

"Mobility Assistive Device"

means a cane, walker or similar aid;

Customer Service Standard

Indigo will continue to strive to provide all customers with the same service experience, regardless of Disability.

Action Plan

Customer Service Standard

Indigo will continue to:

  • Provide new Ontario employees with training on providing accessible customer service to people with disabilities as soon as it is practicable to do so after commencing their duties;
  • Provide updated training to Ontario employees when there are changes to the accessibility policies, when business needs require such training and/or when legislative requirements change;
  • Provide training for employees on the requirements of the Regulation, as well as Human Rights Code related obligations;
  • Be mindful to ensure training is appropriate to the job duties performed; and
  • Keep a written record, including dates and number of participants, of the training provided and to provide annual updates to government in respect of same.

Timeframe: Ongoing

General Requirements

Self-Service Kiosks

Indigo's accessibility committee, comprising leaders from various business groups, will consider accessibility features for its Kiosks.

Timeframe: January 1, 2014

Information and Communications Requirements

Indigo is committed to meeting the communication needs of people with disabilities.

New Internet Website/Significant Refresh Accessibility

Indigo will ensure that all New Internet Websites controlled by Indigo and its websites that undergo a significant refresh conform with WCAG 2.0. Level A.

Timeframe: ongoing

Make Feedback Accessible

Indigo will make Feedback accessible by ensuring that it has a process for receiving and responding to Feedback that is accessible to customers, members of the public and employees.

Indigo will receive Feedback via:

Employees may contact their manager and/or the Human Resources Department.

Timeframe: Ongoing

Make Information Accessible to the Public

Indigo will make publicly available information accessible to the public, upon request. Indigo will consult with the person making the request for accessible formats or communication supports and will provide the information at a cost that is no more than the regular cost charged to others. Timeframe: January 1, 2016

Internet Website Accessibility

Indigo will make all websites and online content controlled by it conform with WCAG 2.0 Level AA by 2021. When designing or updating Indigo's Internet Website, Indigo will ensure that it is developed in accordance with the regulations, except where not practicable. Timeframe: January 1, 2021

Employment Requirements

Indigo is committed to maintaining employment practices, including recruitment and selection, that are accessible and inclusive, enabling persons with disabilities to fully participate. In that spirit, Indigo will continue to:

  1. Notify the public and employees that, when requested, Indigo will accommodate people with Disabilities during the recruitment and assessment processes and when people are hired;
  2. Tell employees about policies for supporting employees with Disabilities;
  3. Make information accessible to employees with a Disabilities;
  4. Develop individualized emergency response plans for employees with Disabilities;
  5. Develop accommodation plans for employees with Disabilities;
  6. Help employees with Disabilities return to work; and
  7. Make performance management, career development and job changes accessible to employees with Disabilities.

Timeframe: Ongoing

Design for Public Spaces Requirements

Indigo will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces which it owns and/or controls. Public spaces include areas such as outdoor paths of travel, like sidewalks, ramps, stairs, curb ramps, rest areas, accessible off street parking, and service-related elements like service counters, fixed queuing lines and waiting areas. In the event of a service disruption at a retail location, Indigo will notify the public of the service disruption and alternatives available.

Timeframe: January 1, 2017

Annual Accessibility Status Reports

Indigo will prepare and file accessibility status reports as required by the legislation.

Timeframe: Ongoing