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2026–2028 Accessibility Plan

We are working to ensure the accessibility of our systems, services and environments, in order to remove identified barriers for people with disabilities and provide an inclusive experience for current and future employees and members. In doing so, we are dedicated to actively collaborating with people with disabilities in order to take a long-term, inclusive approach to addressing existing barriers and preventing new ones.

Our commitment to accessibility

Payments Canada is responsible for Canada's payments clearing and settlement infrastructure, including associated systems, by-laws, rules and standards. In fulfilling our mandate, we have a duty to promote the efficiency, safety and soundness of its clearing and settlement systems and take into account the interests of users. Payments Canada convenes and collaborates across the payment ecosystem. Through formalized processes and regular interactions, we work with our members, the Department of Finance, the Bank of Canada, our stakeholders and international counterparts to provide and improve the payments clearing and settlement systems in Canada.

In order to do the work that we do, and to collaborate with our members, regulators, stakeholders and employees, Payments Canada is committed to creating an inclusive, barrier-free and non-discriminatory work environment to ensure that all staff, including those with disabilities, can effectively and efficiently contribute their skills and experience to deliver on our mandate.

Payments Canada's Accessibility Plan Progress Report 2025-2026 is now available. This 2026 progress report highlights the progress made on removing the identified barriers from June 2025 to May 2026. 

Accessibility Plan Progress Report 2025-2026

Building on our previous plan

In our 2023-2025 Accessibility Plan, we worked to improve the accessibility of our systems, services and environments, in order to remove identified barriers for people with disabilities and provide an inclusive experience for current and future employees and members. Key accomplishments from our first Accessibility Plan include:

  • The establishment of our Accessibility Advisory Committee.
  • The renovation of our office spaces, with accessibility considerations implemented throughout.
  • The implementation of a web accessibility tool to conduct scans of a selection of our internal and external systems.
  • The launch of mandatory Diversity, Equity and Inclusion (DEI) training for all employees, which includes guidance on disability inclusion in the workplace.

In this second iteration of our Accessibility Plan, we are dedicated to actively collaborating with people with disabilities in order to take a long-term, inclusive approach to addressing existing barriers and preventing new ones.

Contact information

We welcome feedback on our Accessibility Plan that will improve the accessibility of our services and practices by email at accessibility@payments.ca, in person, by mail or by telephone at 613-238-4173.

Ottawa
Constitution Square, Tower II
350 Albert, Suite 800
Ottawa, ON K1R 1A4

Toronto
145 King Street West, Suite 1005,
Toronto, ON M5H 1J8

Anonymous feedback can be provided through our accessibility feedback form.

The Senior Diversity, Inclusion and Talent 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 a social insurance number. Any personal information shared is used and safeguarded in accordance with Payment Canada's Privacy Policy.

Alternate formats

Request alternate formats of our 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.

  • Print
  • Large print
  • Braille
  • Audio format
  • Electronic format

Areas described under section 5 of the Accessible Canada Act (ACA)

Employment 

At Payments Canada, we are committed to fostering an inclusive workplace where accessibility is integrated into all stages of the employee lifecycle. Our objective is to ensure that from recruitment and onboarding to performance management and career development, all employees have the support and equitable opportunities to thrive.

Barriers identified

  1. We do not have a proactive accommodation practice throughout the recruitment process, with accommodations offered only in the general job posting template. This may prevent candidates from requesting the support they need to succeed during the selection process.
  2. There is a measurable gap in the experience of employees with mental health or neurodiverse needs regarding the quality of performance feedback they receive. While managers are instructed to consider accommodation plans during performance reviews, there is a lack of mandatory training for People Leaders on how to effectively manage, discuss, or evaluate performance for employees with accessibility needs.
  3. There is a lack of clarity around the accessibility of our HR Information System and, particularly, our applicant tracking system’s compatibility with assistive technologies.
  4. We do not have a clear and transparent onboarding process specifically designed for employees with accommodation needs, which may lead to delays in new hires receiving the tools or supports necessary to begin their roles effectively.
  5. With the return to office, managers and HR teams lack sufficient education about managing accommodations in a hybrid work environment.

Actions

  1. Update our recruitment templates to include a proactive accommodation offer at every stage of the employee journey.
  2. Integrate accessible performance management principles into mandatory Manager Fundamentals training.
  3. Conduct an accessibility audit of our Applicant Tracking System (ATS) to identify and, where possible, remediate technical barriers for assistive technologies.
  4. Introduce an alternative application process for candidates who experience technical difficulties with the digital platform.
  5. Develop a formalized framework to manage the onboarding experience for employees with accessibility needs.
  6. Provide corporate guidance for managers and applicable stakeholders on managing accommodations in a hybrid work environment.

Built environment

At Payments Canada, our goal is to support all of our employees and visitors in barrier-free access to Payments Canada facilities.

Our Ottawa office space underwent renovations in 2024, and a new space was established in Toronto in early 2026. Universal design principles were used in the design of the new offices. 

Barriers identified

  1. Items left in doorways, narrow hallways, or shared workspaces create navigation hazards and block access for people with mobility disabilities.
  2. Certain private work areas, such as single-use phone booths, do not meet universal design standards for accessibility.
  3. Recent office optimizations or furniture reconfigurations may unintentionally introduce physical obstacles that were not previously present.
  4. Office navigation is hindered by a lack of high-contrast and tactile signage for individuals with visual impairments.

Actions

  1. Establish clear internal standards for maintaining barrier-free paths of travel and shared work station accessibility.
  2. Ensure that accessible, private work alternatives are available and clearly identified for all employees.
  3. Conduct accessibility assessments of our renovated spaces in Ottawa and Toronto to identify new barriers.
  4. Execute a phased installation of high-contrast and tactile wayfinding as part of the ongoing office improvement plan.

Information and communication technologies (ICT)

ICT technologies include items such as hardware, software, voice communication, video capabilities and digital content (including web and non-web-based information), both those used internally by staff and those for which we are the system operator. Telecommunications include telephone and internet services.

Payments Canada’s goal for information and communications technologies is to ensure that our content meets accessibility guidelines and requirements and to provide all users with appropriate and effective tools that enhance capacity and improve efficiency.

Barriers identified

  1. While our internal corporate platforms include built-in accessibility features and technical standards have been established, there is a lack of consistent awareness and holistic expertise across departments on how to apply these features.
  2. There are ongoing concerns regarding the compatibility of core system interfaces with screen readers and other assistive devices.
  3. Payments Canada must ensure that each of its employees who are involved in the development, maintenance or procurement of information and communication technologies has received training on accessibility fundamentals in relation to those technologies.

Actions

  1. Curate resources to educate employees on how to effectively use the accessibility features within our corporate tools.
  2. Conduct member consultations and targeted review of core system capabilities to identify and address barriers related to screen reader compatibility.
  3. Establish a mandatory training framework for our ICT, procurement and any other relevant teams on accessibility fundamentals, focusing on the practical application of accessibility standards.

Communication, other than ICT

Payments Canada strives to make its internal and external communications accessible to all. As such, our communications tools and properties should reflect the inclusive nature of our organization and our members.

Barriers identified

  1. There is a lack of organization-wide clarity regarding the responsibilities of each individual employee to meet accessibility standards within their daily work.
  2. While foundational templates and guidelines have been established for document creation, the use of accessibility tools and inclusive habits during meetings is not yet a consistent cultural practice across the organization.

Actions

  1. Provide training for all employees on the fundamentals of disability awareness, and the role each individual plays in maintaining an accessible work environment.
  2. Develop a quick-reference toolkit that simplifies complex accessibility rules into easy-to-follow accessible practices for in-person and virtual meetings.

Procurement of goods, services and facilities

At Payments Canada, we are committed to diversity, equity and inclusion best practices at all stages of the procurement process. From development of our requirements for goods and services, to our engagement with all of our vendors, to continually reviewing our Procurement policies and procedures to reflect these values, we will endeavor to create an environment where any and all potential vendors can become a valued partner of Payments Canada.

Barriers identified

  1. There is a lack of specialized training for procurement teams on how to proactively identify which purchases require accessibility considerations. Without this guidance, opportunities to implement inclusive standards may be missed during the early stages of the purchasing cycle.

Actions

  1. Provide mandatory training for procurement teams on the fundamentals of accessible procurement.
  2. Engage with peer organizations to better understand how our standards align with industry best practices.

Design and delivery of services and programs

Payments Canada is committed to engaging with persons with disabilities in the design and delivery of our services and programs.

Our goal is to shift from a reactive approach to one of intentional, inclusive design, ensuring that our programs are built to be inclusive of everyone, regardless of how they interact with our organization.

Barriers identified

  1. While employees with disabilities are included in our Accessibility Advisory Committee, there is no formalized guidance or role definition for these members. Without clear expectations or defined contributions, these individuals may face barriers to meaningful participation, and the organization risks failing to effectively integrate their lived expertise into strategic deliverables.
  2. Standard e-learning modules may contain visual and interactive complexity that may not be accessible to all learners. Currently, there is a lack of standardized "text-only" or simplified alternatives for training content, which may create barriers for those using screen readers or those with specific cognitive processing needs.

Actions

  1. Review and make any necessary amendments to our Accessibility Advisory Committee guiding documentation to include clearly-defined roles and responsibilities for each member.
  2. Establish a clear process for employees to request accessible PDF or plain-text versions of corporate training materials.
  3. Develop a flexible framework for "knowledge checks" and testing that can be adapted for alternative learning formats.

Transportation

Payments Canada is committed to providing employees and visitors with the information and support necessary for barrier-free travel to our offices and external meeting spaces. Our objective is to ensure that our travel policies and practices are flexible, inclusive, and responsive to the individual accessibility needs of our workforce, ensuring everyone can travel with dignity, comfort, and ease.

Barriers identified

  1. While no specific barriers have been identified within our current travel and transportation practices, there is a risk that existing policies may not explicitly account for the unique costs or logistics associated with accessible travel.

Actions

  1. Conduct a comprehensive review of our Travel and Hospitality Policy to ensure they are inclusive and barrier-free.

Consultations

Throughout the development of our 2026-2028 Accessibility Plan, Payments Canada remained committed to the principle of “Nothing Without Us.” We recognize that meaningful consultation is built on a foundation of trust, safety and inclusion.

In our previous planning cycle, we identified that a primary barrier to consultation was a workplace culture where employees did not yet feel fully comfortable sharing their lived experiences. To address this, we have evolved our consultation strategy:

  • We have moved toward a model of sustained direct collaboration through our Accessibility Advisory Committee, which includes members with disabilities. This directly supports a practice of ongoing feedback.
  • We continue to maintain and promote our continuous anonymous accessibility feedback process. This allows for safe and private disclosure of barriers, ensuring that employees can influence organizational change without the requirement to self-identify.
  • We recognize that increasing participation in future planning and addressing the barriers identified above, a long-term commitment to psychological safety is required. Several actions within the plan (e.g., manager training for inclusive performance management) are designed to foster a culture where employees feel welcomed and safe to participate in open dialogue.

Our objective over the next three years is to continue building a collaborative environment where accessibility is co-designed with those it impacts most.

2023–2025 plan and progress reports

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. View our 2023–2025 Accessibility Plan and Progress Reports.