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Payments Canada Accessibility Plan Progress Report 2024–2025

 

General

Introduction

In accordance with the Accessible Canada Act (ACA), Payments Canada published its first Accessibility Plan in 2023 on Payments Canada’s website (payments.ca) in support of the Government of Canada's goal to achieve a barrier-free Canada by 2040. In preparing the Accessibility Progress Report 2024–2025  report, employees with disabilities and subject matter experts were consulted. This report outlines the progress Payments Canada made between June 2024 and May 2025 in implementing its 2023 to 2025 Accessibility Plan and addressing the identified barriers.

Alternate formats

Request alternate formats of Payments Canada’s Accessibility Plan, or description of feedback processes, by email at accessibility@payments.ca, by phone at 1-613-238-4173 or through our accessibility feedback form.

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Consultation

Payments Canada consulted with employees who identify as persons with disabilities in preparing this progress report. To support ongoing consultation, Payments Canada established an Accessibility Advisory Committee that consists of persons with disabilities as well as representatives from across the organization who are subject matter experts in each of the focus areas. The committee meets bi-monthly to:

  • Provide input in creating short and long term objectives to address barriers;
  • Discuss potential solutions to addressing barriers;
  • Establish deadlines for addressing barriers;
  • Clarify who is accountable for the action items;
  • Provide feedback on the consultation process; and
  • Monitor progress and implementation of action items.

Meetings were held on: 
July 15, 2024
September 16, 2024
January 20, 2025
March 17, 2025
April 28, 2025

In addition to creating the Accessibility Advisory Committee, Payments Canada sent out a feedback survey to all employees to capture any barriers, or recommendations for improvement. The survey is available at all times on our Accessibility page on our intranet (The Wire). 

Payments Canada also engaged with external stakeholders to gain more insight on industry best practices. This was done through consultations at the DEI Crown Council roundtables with the industry, discussing findings, issues, strategies and wins surrounding accessibility. A new community partnership has been established with Ready, Willing and Able, which will allow us to consult with subject matter experts on existing and future policies, processes and strategies around accessibility.

What we have learned

To ensure anonymity, responses focus on the barriers identified in the ACA rather than on the consultation methods used. Feedback, where possible, has been addressed in 2024–2025. Remaining feedback, to the extent possible, will be addressed in 2025–2026:

Employment 

  • There is a lack of clarity regarding the performance evaluation process as it pertains to fair and equitable assessment for employees with disabilities.
  • Consistent with previous feedback, the accommodation process is not clear for all employees. This includes managers who are looking for more direction on how to respond to team members’ accommodation needs. 

Built environment

  • No feedback received.

Information and communication technologies (ICT)

  • The applicant tracking system is not compatible with all screen readers, which inhibits job seekers using certain screen readers from applying for positions with the organization.
  • There are limited available assistive tools within the Google Workspace for persons with visual impairment, as compared to other applications.
  • The Wire (intranet) menu toolbar is inaccessible when using the zoom function.

Communication other than ICT

  • Visuals used within key reporting tools are not inclusive, relying on a variety of colours and font sizes for visual interest instead of plain and consistent text.
  • Internal training modules should include a plain text option.

Procurement of goods, services and facilities

  • No feedback received.

Transportation

  • No feedback received.

Other feedback

  • No other feedback received.

Overview of progress

As of the last report in June of 2024, Payments Canada has continued the implementation of its 2023–2025 Accessibility Plan, which includes: 

  • Completion of objectives aligned with our timeline for year two of the three-year action plan, including:
    • The establishment of a new community partnership in order to improve education around accessibility, provide informed support for employees with disabilities and increase community outreach.
    • A renovation of the Ottawa office, with accessibility considerations implemented throughout.
    • The implementation of an accessibility tool within the retail payment system.
    • The completion of a benchmarking audit of the intranet (The Wire) to determine where it measures against the ACA standards for communication.
    • The inclusion of accessibility considerations in an updated Procurement Framework.

Progress under the Accessible Canada Act’s seven priority areas

Employment

Barrier
There are discrepancies between employee self-identification rates and anonymous reporting of those who identify as having accessibility needs, indicating a culture where employees do not feel comfortable self-disclosing.

Action
A new partnership was established with Ready, Willing and Able in order to better connect with, support and retain job seekers and existing employees with disabilities. Payments Canada will leverage this partnership and explore other opportunities to support our employees. Ready, Willing and Able is supporting Payments Canada to increase trust, and encourage self-identification to address accessibility needs.

They reviewed the organization’s Accommodation Policy and Process documents and provided feedback. This review has been shared with all employees on the intranet (the Wire)  in order to raise awareness of Payments Canada’s commitment to accessibility and of the accommodation process overall.

Built environment

Barrier
Doors, hardware and mounted devices (e.g., room access iPads, televisions) are not designed for inclusive access for people using mobility devices or with visual impairments.

Action
These barriers have been addressed in the renovation of the Ottawa office, with accessibility considerations made throughout the plans. These barriers will be reviewed and taken into account as part of a review of the Toronto space.

Barrier
A focus on teaming and collaboration spaces has led to a lack of quiet, focus space for those with noise sensitivities.

Action
With the renovation of the Ottawa work space, phone booths and small meeting rooms will be available for booking for those needing quiet focus space. Similar quiet spaces are available in the Toronto office, and the need for additional focus space will be considered as part of the long-term space planning.

Barrier
Signage and wayfinding design is lacking high-contrast and tactile elements.

Action
Accessibility requirements have been determined and communicated to the designer as part of the Ottawa office renovation. Updated signage will be implemented in Ottawa, where possible, and will be addressed, where possible, in Toronto as part of the long-term space planning.

Barrier
Kitchen spaces are not designed for wheelchair use.

Action
The renovation of the Ottawa office has incorporated accessible table height as well as proper spacing between the table and chairs in the kitchen.

Information and communication technologies (ICT)

Barrier
While Payments Canada’s systems and supporting services are Web Content Accessibility Guideline (WCAG) enabled, more information regarding system capabilities is required as it relates to members' access and use of the platforms.

Action
Payments Canada engaged with the industry to understand their accessibility requirements for using our payment systems, gathered feedback from financial institutions and compiled a feedback report.

Axe DevTools, a web accessibility testing tool, was implemented to conduct accessibility scans for Payments Canada’s retail payment system. Based on the findings, Payments Canada will explore using this tool to assess the remaining systems and generate reports on accessibility compliance.

Barrier
E-learning does not include accessibility elements.

Action
Due to resource constraints, the organization was unable to achieve its 2024–2025 actions to address this barrier. A peer-to-peer audit of a sample of e-learning courses was completed and resulting recommendations will be addressed in 2025–2026, including revisiting closed-captioning practices for video-based training.

Communication, other than ICT

Barrier
Lack of awareness organization-wide around requirements for accessibility as it relates to communications.

Action
A benchmarking audit of the intranet (The Wire) has been completed to determine where it measures against the ACA standards for communication. Feedback has been received and recommendations will be implemented in 2025–2026 to achieve ACA compliance.

Barrier
Corporate guidance on how to create accessible meeting materials, presentations, etc. are not robust or universally used.

Action
An initial review of guiding materials, templates and programs in use has been completed. Feedback has been received and there is a plan in place to update internal documents and processes. These changes will be communicated with all employees for awareness and understanding.

Procurement of goods, services and facilities

Barrier
No policy or internal guidelines exist for accessible procurement.

Action
Payments Canada’s Procurement Framework has been revised to include accessibility considerations.

Barrier
Employees lack an understanding of accessibility criteria when determining providers of goods, services and facilities.

Action
Language has been added to the Procurement Framework that encourages business owners to communicate accessibility needs with vendors prior to contract execution. This update will be emphasized during quarterly stakeholder engagement meetings with the business owners.

Design and delivery of programs and services 

Payments Canada is committed to engaging with persons with disabilities in the design and delivery of our services and programs. Barriers identified in this area were applicable under other areas of section 5 of ACA and have been reflected in the applicable identified barriers and action items.

Transportation

All identified barriers have been addressed, with no additional feedback received.

Feedback

Payments Canada welcomes feedback on its Accessibility Plan to improve the accessibility of its services and practices. 

  • Email: accessibility@payments.ca
  • In person or by mail:
    • Ottawa: Constitution Square, Tower II, 350 Albert, Suite 800, Ottawa, ON K1R 1A4
    • Toronto: 145 King Street West, Suite 1005, Toronto, ON M5H 1J8
  • Phone: 1-613-238-4173 

Anonymous feedback can be provided through Payments Canada’s accessibility feedback form. 

The Senior Diversity, Equity and Inclusion Specialist is responsible for receiving and reviewing feedback on behalf of Payments Canada. When sharing feedback, avoid sharing sensitive personal information, such as medical information or social insurance number. Any personal information shared is used and safeguarded in accordance with Payment Canada's Privacy policy.