AODA Integrated Standards Policy

Overview and Purpose

The Integrated Accessibility Standards (Regulation 191/11) under the Accessibility for Ontarians with Disabilities Act, 2005 ("AODA"), came into force on July 1, 2011. The Regulation establishes standards to address barriers that persons with disabilities face in the following areas:

  1. information and communication;
  2. employment;
  3. built environment; and
  4. transportation

The requirements under these standards are not a replacement or substitute for the requirements of the Ontario Human Rights Code.

The purpose of this policy is to ensure that Indigo complies with the Government of Ontario's Integrated Accessibility Standards. Should you have any questions regarding this policy, please contact Indigo's Accessibility Office by e-mail at or by telephone at 1-855-677-9770.

Application and Scope

This policy applies to all of Indigo's Ontario employees, volunteers, agents and/or contractors who deal with people on behalf of Indigo.

Statement of 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 promise to add joy to each customer's day whenever and however each customer interacts 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.


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;


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;

Individualized Emergency Response Plans for Employees

Indigo will provide individualized workplace emergency response information to employees who have a Disability, if the Disability is such that the individualized information is necessary and Indigo is aware of an accommodation need due to the Disability. If an employee who has received individualized information requires assistance, Indigo will, with the employee's consent, provide the workplace emergency response information to the person designated by Indigo to provide assistance to the employee. Indigo will provide this workplace emergency response information as soon as practicable after Indigo becomes aware of the need for accommodation due to the Disability.

Indigo will review the individualized workplace emergency response information if the employee moves to a different location; when the employee's overall accommodation needs or plans are reviewed; and when Indigo reviews its general emergency response policies.

Confidentiality of Personal Information

Information about an employee's disability is sensitive personal information and, as such, will be managed in a manner that is consistent with Indigo's policies regarding the confidentiality of employee personal information. Where the accommodation process requires the release of confidential information to a third party (such as an external resource group), the third party, and any person or department delegated by that third party, will be required to ensure that confidentiality is protected, that the information obtained is kept in a secure location, and used solely for the purpose that the release was required. Click here to see Indigo's privacy policy.

Accessibility Policies

Through this AODA Integrated Accessibility Standards Policy and related accessibility policies, such as the Accessible Customer Service Policy, Indigo confirms our commitment to meet the needs of persons with disabilities in a manner consistent with legislative requirements.

Indigo will make these documents publicly available on its Internet Website and will provide them in an Accessible Format upon request.

To remain compliant, this policy will be reviewed at least annually and may be reviewed and/or revised more frequently in order to respond to business needs or legislative requirements.

Accessibility Plan

Indigo will maintain a multi-year accessibility plan and review and update it once every five (5) years. The Plan will be available to the public and will be provided in an Accessible Format, upon request.