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Town of Milton
2023 - 2028
Multi-Year
Accessibility Plan
2
Contents
2023-2028 Multi-Year Accessibility Plan .............................................................................. 5
Legislation ............................................................................................................................ 5
Ontarians with Disabilities Act ........................................................................................... 5
Accessibility for Ontarians with Disabilities Act ................................................................. 5
Ontario Regulation 191/11 - Integrated Accessibility Standards Regulation .................... 5
Legislative Review of the Accessibility Standards ............................................................. 5
Town of Milton's Accessibility Advisory Committee (MAAC) ................................................ 6
IASR Requirements.............................................................................................................. 7
Part I - General ................................................................................................................ 7
Accessibility Policies ................................................................................................................... 7
Accessibility Plans ...................................................................................................................... 8
Procurement ............................................................................................................................... 8
Self-Service Kiosks ..................................................................................................................... 8
Training ...................................................................................................................................... 8
Part II - Information and Communications Standards ................................................. 9
Feedback.................................................................................................................................... 9
Accessible Formats and Communication Supports ..................................................................... 9
Emergency Procedures .............................................................................................................. 9
Websites and Web Content ...................................................................................................... 10
Public Libraries ......................................................................................................................... 10
Part III - Employment Standards ................................................................................. 10
Recruitment .............................................................................................................................. 11
Notice to Successful Candidates .............................................................................................. 11
Informing Employees of Supports ............................................................................................. 11
Accessible Formats and Communication Supports for Employees ........................................... 11
Workplace Emergency Response Information .......................................................................... 12
Documented Individual Accommodation Plans ......................................................................... 12
Return to Work Process ............................................................................................................ 12
Performance Management, Career Development and Advancement ....................................... 13
Redeployment .......................................................................................................................... 13
Part IV - Transportation Standards ............................................................................. 13
Availability of Information on Accessibility Equipment, etc. ....................................................... 13
Non-functioning Accessibility Equipment .................................................................................. 13
Accessibility Training ................................................................................................................ 14
3
Emergency Preparedness and Response Policies ................................................................... 14
Fares, Support Persons ............................................................................................................ 14
Transition, Existing Contracts and Vehicles .............................................................................. 14
Accessibility Plans, Conventional Transportation Services ....................................................... 15
Accessibility Plans, Specialized Transportation Services .......................................................... 15
Accessibility Plans, Conventional and Specialized Transportation Services ............................. 15
Conventional Transportation Service Providers - General Responsibilities .............................. 15
Fares ........................................................................................................................................ 16
Transit Stops ............................................................................................................................ 16
Storage of Mobility Aids, Etc. .................................................................................................... 16
Priority Seating ......................................................................................................................... 17
Service Disruptions ................................................................................................................... 17
Pre-boarding Announcements .................................................................................................. 17
On-board Announcements ........................................................................................................ 17
Requirements re: Grab Bars, Etc. ............................................................................................. 18
Floors and Carpeted Surfaces .................................................................................................. 18
Allocated Mobility Aid Spaces ................................................................................................... 18
Stop-requests and Emergency Response Controls .................................................................. 18
Lighting Features ...................................................................................................................... 19
Signage .................................................................................................................................... 19
Lifting Devices, Etc. .................................................................................................................. 19
Steps ........................................................................................................................................ 20
Indicators and Alarms ............................................................................................................... 20
Categories of Eligibility ............................................................................................................. 20
Eligibility Application Process ................................................................................................... 20
Emergency or Compassionate Grounds ................................................................................... 21
Fare Parity ................................................................................................................................ 21
Visitors ..................................................................................................................................... 21
Origin to Destination Services ................................................................................................... 21
Co-ordinated Service ................................................................................................................ 22
Hours of Service ....................................................................................................................... 22
Booking .................................................................................................................................... 22
Trip Restrictions ........................................................................................................................ 22
Service Delays.......................................................................................................................... 23
Companions and Children ........................................................................................................ 23
Duties of Municipalities - General ............................................................................................ 23
Duties of Municipalities - Accessible Taxicabs ......................................................................... 23
4
Duties of Municipalities - Taxicabs (fares and mobility aids)..................................................... 24
Vehicle Registration and Identification ...................................................................................... 24
Part IV.1 - Design of Public Spaces ............................................................................ 24
Consultation - Recreational Trails ............................................................................................ 24
Technical Requirements for Trails - General ............................................................................ 25
Technical Requirements for Boardwalks ................................................................................... 25
Outdoor Public Use Eating Areas - General ............................................................................. 25
Outdoor Play Spaces - Consultation Requirements ................................................................. 26
Outdoor Play Spaces - Accessibility in Design ......................................................................... 26
Exterior Paths of Travel - Technical Requirements .................................................................. 26
Exterior Paths of Travel - Ramps ............................................................................................. 27
Exterior Paths of Travel - Stairs ............................................................................................... 27
Exterior Paths of Travel - Curb Ramps ..................................................................................... 28
Exterior Paths of Travel - Depressed Curbs ............................................................................. 28
Exterior Paths of Travel - Accessible Pedestrian Control Signals ............................................. 28
Exterior Paths of Travel - Rest Areas ....................................................................................... 29
Accessible Parking - Types of Accessible Parking Spaces ...................................................... 29
Accessible Parking - Access Aisles .......................................................................................... 29
Accessible Parking - Minimum Number and Type .................................................................... 30
Accessible Parking - Signage .................................................................................................. 30
Accessible Parking - On-Street Parking Spaces ...................................................................... 30
Obtaining Services - Service Counters .................................................................................... 30
Obtaining Services - Fixed Queuing Guides ............................................................................ 31
Obtaining Services - Waiting Areas .......................................................................................... 31
Maintenance ............................................................................................................................. 31
Part IV.2 - Customer Service Standards ..................................................................... 31
Establishment of Policies .......................................................................................................... 32
Use of Service Animals and Support Persons .......................................................................... 32
Notice of Temporary Disruptions .............................................................................................. 32
Training for Staff, Etc. ............................................................................................................... 33
Feedback Process .................................................................................................................... 33
Format of Documents ............................................................................................................... 33
Next Steps .......................................................................................................................... 34
Contact Information ............................................................................................................ 34
Appendix A - Definitions .................................................................................................... 35
5
2023-2028 Multi-Year Accessibility Plan
Ontario Regulation 191/11- Integrated Accessibility Standards (IASR) to the Accessibility for
Ontarians with Disabilities Act (AODA) requires that municipalities with 50 or more employees create
a written multi-year accessibility plan and update it at least once every five years. The purpose of the
multi-year plan is to outline the steps a municipality will take to prevent and remove barriers to
accessibility and ensure its compliance with AODA. The Town of Milton's multi-year accessibility
plan for 2023-2028 will be implemented within the provisions of the AODA and the IASR.
The multi-year accessibility plan and annual status reports on the progress of measures taken to
implement the plan will be posted on the Town of Milton's website (milton.ca) in an accessible format.
Legislation
Ontarians with Disabilities Act
The Ontarians with Disabilities Act (ODA) was established in 2001 to improve opportunities for
persons with disabilities. Effective December 1, 2015, twelve sections of the ODA were repealed as
they were duplicated by the AODA or the IASR.
Accessibility for Ontarians with Disabilities Act
In 2005, the Ontario Government passed the AODA to benefit all Ontarians by developing,
implementing and enforcing accessibility standards. These standards work to achieve accessibility
for persons with disabilities with respect to goods, services, facilities, accommodation, employment,
buildings, structures and premises on or before January 1, 2025.
Ontario Regulation 191/11 - Integrated Accessibility Standards Regulation
The IASR was enacted in July 2011 and establishes accessibility standards for information and
communications, employment, transportation, the design of public spaces and customer service. The
requirements apply to the public, private and not for profit sectors and have compliance dates ranging
from 2011 to 2021.
More information on the AODA and the IASR can be found on Milton's accessibility page Accessibility
- Town of Milton
Legislative Review of the Accessibility Standards
Each standard in the IASR is required to be reviewed five years after it becomes law to determine
6
whether it works as intended or requires amendments. If there are changes made to these
standards, Town staff will align policies, procedures, documents and training materials with the
amended standards.
Town of Milton's Accessibility Advisory
Committee (MAAC)
The AODA requires that municipalities with a population of over 10,000 people must establish an
accessibility advisory committee to advise Town Council on the preparation of accessibility plans
and the achievement of actions within the plan.
The three main activities of an accessibility advisory committee are to:
1.
Advise Town Council about the requirements and implementation of
accessibility standards and the preparation of accessibility reports and other matters on
which Council might seek its advice;
2.
Review site plans and drawings described in Section 41 of the Planning Act; and
3.
Perform all other functions that are specified in the Regulations.
MAAC, established in 2002, is a volunteer citizen advisory committee. It is comprised of between 5
and 7 members, the majority of which must be persons with disabilities, and one Town Council
representative. Members are appointed by Council for their knowledge, experience and dedication
to eliminating barriers and promoting universal accessibility.
MAAC's mandate is to advise Council and staff on the promotion and facilitation of a barrier-free
town for citizens of all abilities, including persons with disabilities.
For the term of the 2023-2028 multi-year accessibility plan, MAAC will continue to:
-
advise Town Council on the requirements and implementation of accessibility standards and
the preparation of accessibility reports;
-
review site plans and drawings for publicly and privately-owned construction projects in
Milton, including Town of Milton capital projects, and provide feedback on accessibility issues
to responsible Town staff;
-
provide advice on the accessibility for persons with disabilities to a building, structure or
premises, or part of a building, structure or premises that the Town:
o purchases, constructs or significantly renovates;
o leases; and
o that a person provides as municipal capital facilities under an agreement entered into
with Council in accordance with section 110 of the Municipal Act, 2001
-
provide feedback on policy and service amendments to Milton access+; and
-
continue to work with Town staff to provide feedback on corporate accessibility projects and
initiatives.
7
IASR Requirements
As previously mentioned, the IASR sets out accessibility requirements in the areas of information and
communications, employment, transportation, the design of public spaces and customer service.
In the IASR, requirements are divided into 6 parts and a total of 89 sections in these parts. The
Town has met all the requirements (see chart below).
The following outlines the IASR's requirements, compliance status and actions the Town of
Milton has taken and will take to ensure its continuous compliance:
Part I - General
Part 1 applies to all standards contained in the IASR.
Accessibility Policies
Compliance Status - Compliant
IASR Requirements:
-
develop policies, including a statement of organizational commitment, on how to meet the
IASR requirements
-
make policies publically available
-
provide policies in an accessible format, upon request
The Town of Milton has met and will continue to meet the above-noted requirements. The Town
has developed Accessible Customer Service Policy and Accessible Information, Communication,
Employment and Transportation Policy to address the IASR's requirements. Both policies are
available via Accessibility - Town of Milton and will be reviewed as required to ensure that it
General
Information and Communication Standards
Employment Standards
Transportation Standards
Design of Public Spaces
Customer Services Standards
0
5
10
15
20
25
30
35
40
45
General
Information
and
Communication
Standards
Employment
Standards
Transportation
Standards
Design of Public
Spaces
Customer
Services
Standards
Sections
5
5
9
42
22
6
Parts and Sections in Compliance
8
continues to meet the IASR's requirements.
In addition, the Town offers accessible programs and services for persons with disabilities. Detailed
information about these programs and services can be viewed under section "Accessible Programs
and Services in Milton" via Accessibility - Town of Milton
Accessibility Plans
Compliance Status - Compliant
IASR Requirements:
-
develop a multi-year accessibility plan that outlines what will be done to implement the
IASR requirements
-
post the multi-year plan on milton.ca and provide the plan in an accessible format, upon
request
-
review the plan every five years in consultation with persons with disabilities and MAAC
-
prepare an annual status report on the progress of measures taken to implement the
strategy in the multi-year accessibility plan and post the status report on milton.ca
The 2023-2028 multi-year plan will be established in consultation with Town staff and departments,
the public including persons with disabilities and MAAC. The multi-year plan and annual status
reports will be approved by Town Council and posted on milton.ca in an accessible format.
Procurement
Compliance Status - Compliant
IASR Requirements:
-
incorporate accessibility criteria and features when procuring or acquiring goods, services or
facilities, except where it is not practicable to do so
Accessibility criteria has been and will continue to be incorporated into the general terms and
conditions, which reviews regularly by responsible Town staff. This criteria will be posted with all
requests for proposal, bids and tenders released by the Town. Information on the IASR for those
submitting procurement documents can be viewed via Bids and Tenders - Town of Milton and
successful bidders must certify that they have read and understood the information.
Self-Service Kiosks
Compliance Status - Compliant
IASR Requirements:
-
incorporate accessibility features when designing, procuring or acquiring self-service kiosks
The Town currently offers an accessible informational kiosk in Town Hall and will ensure that any
future kiosks comply with these requirements of the IASR.
Training
Compliance Status - Compliant
IASR Requirements:
-
ensure that training on the IASR and the Human Rights Code as it pertains to persons with
disabilities is provided to employees, volunteers, persons who participate in developing
9
policies and others who provide goods, services or facilities on behalf of the organization
The Town of Milton has met the above-noted requirement. Training sessions on the IASR and Human
Rights Code are offered to all existing staff in 2020 and it is mandatory for all staff to complete the
trainings. New staff will be trained as part of the onboarding process. Training materials will be
reviewed for on-going compliance with the IASR, as required. In addition, Community Services offers
relevant trainings
Part II - Information and Communications Standards
The Information and Communications Standards require that the Town create, provide and receive
information and communications in ways that are accessible to persons with disabilities.
Feedback
Compliance Status - Compliant
IASR Requirements:
-
ensure that processes for receiving and responding to feedback are accessible to persons with
disabilities by providing/arranging for accessible formats and communication supports, upon
request
-
notify the public about the availability of accessible formats and communication supports
The Town has implemented a corporate procedure on receiving and addressing feedback and staff
has been trained on how to effectively address all feedback received from persons with disabilities.
Multi-channel options are available for providing and responding to feedback. The feedback process
will be reviewed for compliance with the IASR, as required.
Detailed information can be viewed via Accessibility - Town of Milton. This information will be
reviewed, as required, to ensure on-going compliance with the IASR.
Accessible Formats and Communication Supports
Compliance Status - Compliant
IASR Requirements:
-
upon request, provide for the provision of accessible formats and communication supports
for persons with disabilities
-
notify the public about the availability of accessible formats and communication supports
As of January 2021, all information about the Town's services, programs and facilities which are posted
on Milton.ca, the Town's other social media accounts and apps are fully AODA compliant. Alternative
formats are also available upon request.
American Sign Language interpreters will continue to be made available to persons accessing Town
services, programs and facilities, upon request.
Assistive hearing devices will continue to be available to Councillors and members of the public
attending meetings in the Council Chambers.
Procedures and processes regarding the provision of accessible formats and communication supports
for persons with disabilities will be reviewed for on-going compliance with the IASR, as required.
Emergency Procedures
10
Compliance Status - Compliant
IASR Requirements:
-
provide emergency procedures, plans or public safety information, that are available publicly, in an
accessible format or with appropriate communication supports, upon request
The Town's emergency response plan is available via Accessibility - Town of Milton. Fire Prevention
staff have completed a registry of vulnerable occupancies, as defined by the Office of the Fire Marshal
and Emergency Management, and continue to review requirements to assist vulnerable persons with
emergency response evacuation practices.
Emergency preparedness, response and evacuation procedures for operators of conventional and
specialized transit services have been implemented.
Websites and Web Content
Compliance Status - Compliant
IASR Requirements:
- ensure that new internet websites and web content conform with the World Wide Web Consortium
Web Content Accessibility Guidelines (WCAG)* 2.0 at Level AA by January 1, 2020.
The website design is fully compliant as per the website redesign in 2019. Town staff will continue to
monitor and work with our website developer vendor to ensure the compliance on their site design.
The website's content management system includes an accessibility check tool when creating or
uploading new content. This ensures new content being uploaded to the website meets accessibility
standards. A full content audit was completed in 2020 to address the standards that were in place for
January 1, 2021. As well, the website process was also streamlined in 2020 to ensure any new website
content is accessible based on the Town's current website guideline, which is available upon request.
The website guideline now includes the Website & Digital Media Coordinator role, which is a position
responsible for new content for and maintenance of the Town's website. In addition, Legislative and
Legal Services Division staffing resources in 2022 have been dedicated to accessible document
conversion requests, both internally and externally. The Town will continue to ensure these roles
receive proper training to meet the requirements.
Quality assurance on the site's accessibility is regularly monitored through Site-improve (a third-party)
software that provides real-time compliance, as well as the Website & Digital Media Coordinator
conducts quarterly audits, where a formal review is undertaken and any necessary corrective action.
Public Libraries
Compliance Status - Compliant
IASR Requirements:
-
library boards shall provide access to or arrange for the provision of access to accessible materials
where they exist
-
make information about the availability of accessible materials publicly available and shall provide
the information in an accessible format or with appropriate communication supports, upon request
Milton Public Library will address their compliance needs in its multi-year accessibility plan and
continue to provide annual updates to be incorporated into the Town's annual reporting.
Part III - Employment Standards
The Employment Standards require that the Town provide for accessibility across all stages of the
employment life cycle.
11
Recruitment
Compliance Status- Compliant
IASR Requirements:
-
notify employees and the public about the availability of accommodation for applicants with
disabilities in the recruitment process
-
notify job applicants when selected to participate in an assessment or selection process
that accommodations are available
The Town's current recruitment process includes the following:
-
a statement regarding the provision of accessibility accommodations on job postings and
the "Employment" page of milton.ca
-
candidates are informed of the availability of accessibility accommodations, upon request,
when scheduling interviews
This process will be reviewed for on-going compliance with the IASR, as required.
Notice to Successful Candidates
Compliance Status- Compliant
IASR Requirements:
-
when making an offer of employment, notify successful applicants of policies for
accommodating employees with disabilities
When making an offer of employment, Human Resources informs the candidate of relevant policies,
including individualized accommodation plans. This process will be reviewed annually incorporating
any legislative update and staff feedback for on-going compliance with the IASR.
Informing Employees of Supports
Compliance Status - Compliant
IASR Requirements:
-
inform employees of policies to support employees with disabilities
-
provide the information to new employees as soon as practicable after they begin their
employment
-
provide updated information to employees whenever there is a change to existing policies on
the provision of job accommodations that take into account an employee's accessibility needs
due to a disability
Policies continue to be made available to all employees through the Town's intranet site for staff.
Human Resources provides newly-hired employees with information on policies to support employees
with disabilities during the orientation process. Current employees are advised of changes to policies
through a variety of methods, including the Town's intranet site and e-mail. This process will be
reviewed annually incorporating any legislative update and staff feedback for on- going compliance with
the IASR.
Accessible Formats and Communication Supports for Employees
Compliance Status - Compliant
IASR Requirements:
-
when requested by an employee with a disability, provide or arrange for the provision of
12
accessible formats and communication supports for information needed to perform the
employee's job and information generally available to employees in the workplace
Human Resources provides accessible formats and communication supports to employees, available
upon request. Staff will be advised of this through the orientation process and as required throughout
employment.
The process consults with the employee to review accessibility needs. Depending on the employee's
identified needs, options may include large print, braille, audio recordings, and American Sign
Language interpreters. Where these accessible formats may not meet identified employee needs, the
Town will review alternate available accessible formats.
Workplace Emergency Response Information
Compliance Status- Compliant
IASR Requirements:
-
provide individualized workplace emergency response information to employees who
have a disability, as required
Human Resources has drafted an updated version of the Employee Accommodation Emergency
Evacuation template. This updated form includes: emergency evacuation assessment, accommodation
needs, emergency evacuation method, and assigned emergency assistance network. Upon approval,
this draft document will be posted and available for employees on the intranet site. Per the Fire Safety
Plan, Facilities staff are to be appraised of any persons requiring assistance in the event of a required
building evacuation as a part of any ongoing review of evacuation procedures.
Moving forward, the availability of this type of accommodation will be communicated during the new
hire process and through the accommodation process.
Documented Individual Accommodation Plans
Compliance Status - Compliant
IASR Requirements:
-
develop and have in place a written process for the development of documented
individual accommodation plans for employees with disabilities
Where an employee requests an individual accommodation plan, all employee accommodation plans
are reviewed and confidentially maintained by Human Resources. Per current policy, accommodation
plans are to be reviewed every four weeks.
Moving forward, the availability of individualized accommodation plans for employees will be
communicated during the new hire process, circulated to staff when adjustments are made to policy,
and people leaders will be educated on this requirement.
Return to Work Process
Compliance Status - Compliant
IASR Requirements:
-
develop and have in place a return to work process for employees who have been
absent from work due to a disability and require disability-related accommodations to
return to work
As a part of the Town's Return to Work Policy, appropriate accommodation measures and needs (i.e.
short term, long term, and permanent) are to be discussed with Human Resources.
13
In addition, a process is included for employees returning from an absence that requires the employee
to meet with HR and their direct Supervisor immediately upon their return to the workplace. The Return
to Work Policy is available upon request.
Performance Management, Career Development and Advancement
Compliance Status - Compliant
IASR Requirements:
-
take into account the accessibility needs of employees with disabilities and individual
accommodation plans as part of performance management processes, and when providing
career development and advancement opportunities to its employees with disabilities
Accommodation criteria for performance management, career development and advancement have
been identified and will be included in future reviews of the Town's Performance Management process
for employees.
Redeployment
Compliance Status - Compliant
IASR Requirements:
-
take into account the accessibility needs of employees with disabilities and individual
accommodation plans as part of the redeployment process for employees with disabilities
Per the Town's current Policy for redeployment decisions, redeployment principles are to include
strategies and processes to ensure an effective and successful transition through a change period for
individuals carrying out new or continuing roles.
Moving forward, additional accommodation criteria will be added within the staff Redeployment Policy.
Part IV - Transportation Standards
The requirements in the Transportation Standards will help the Town make its services and vehicles
accessible to people with disabilities.
Availability of Information on Accessibility Equipment, etc.
Compliance Status - Compliant
IASR Requirements:
-
make available to the public current information on accessibility equipment and features of
their vehicles, routes and services
-
provide the information in an accessible format, upon request
Information on accessibility features and equipment is available on Milton Transit's website
(miltontransit.ca). The information will be reviewed, as required, for on-going compliance with the
IASR.
Non-functioning Accessibility Equipment
Compliance Status - Compliant
IASR Requirements:
-
if the accessibility equipment in a vehicle is not functioning and equivalent service cannot be
14
provided, take reasonable steps to accommodate persons with disabilities who would
otherwise use the equipment and repair the equipment as soon as practicable
The Town takes reasonable steps to accommodate persons with disabilities where accessibility
equipment is not functioning. This requirement is established under the operational conditions of the
Town's transportation contract.
Furthermore, Taxicab and Limousine Licensing By-law 94-2004, as amended, provides that if an
accessible taxicab breaks down on route, the broker is required to request an accessible taxicab
from another broker to complete the trip.
Accessibility Training
Compliance Status- Compliant
IASR Requirements:
-
conduct employee and volunteer training as prescribed, in addition to the training
requirements contained in Part I of the IASR
Accessibility training requirements are included in the Town's corporate training programs, as well
as contractual obligations with the transit service provider. All training materials will be reviewed as
required to address ongoing IASR compliance.
Emergency Preparedness and Response Policies
Compliance Status - Compliant
IASR Requirements:
-
establish, implement, maintain and document emergency preparedness and response
policies that provide for the safety of persons with disabilities
-
make those policies available to the public and provide them in an accessible format, upon
request
Milton Transit has developed emergency preparedness and response policies and procedures that
provide for the safety of persons with disabilities, and have implemented with operators of
conventional and specialized transit services. These policies are available upon request and will be
reviewed, as required, to ensure on-going compliance with the IASR.
Fares, Support Persons
Compliance Status - Compliant
IASR Requirements:
-
no fee shall be charged to a support person who is accompanying a person with a disability
where the person with a disability has a need for a support person
Milton Transit Fare Policy provides a fare exemption for a support person accompanying a person with
a disability on all Milton Transit services, as identified in the Town of Milton User Fee Bylaw.
Transition, Existing Contracts and Vehicles
Compliance Status - Compliant
IASR Requirements:
15
-
where the Town of Milton has, on June 30, 2011, existing contractual obligations to purchase
vehicles that do not meet the requirements of sections 53-62, the Town may honor the
existing contract
-
the Town is not required to retrofit vehicles that are within its fleet as of July 1, 2011 in order
to ensure that the vehicles meet the accessibility requirements of sections 53-62
The Town has met these requirements. All conventional transit buses have been 100% accessible since
2009. Town staff will ensure any future contracts and vehicles will continue to be in compliance with
the IASR.
Accessibility Plans, Conventional Transportation Services
Compliance Status - Compliant
IASR Requirements:
-
in addition to the multi-year accessibility plan, prepare a transit accessibility plan that
identifies the process for managing, evaluating and taking action on customer feedback
-
hold at least one public meeting involving persons with disabilities to ensure that they have the
opportunity to participate in a review of the accessibility plan and that they are given the
opportunity to provide feedback on the accessibility plan
Milton Transit's accessibility plan is prepared annually which includes conventional transit and
specialized transit and sets out a process for managing, evaluating and taking action on customer
feedback. The annual plan is presented to persons with disabilities for feedback and is public
available via https://www.milton.ca/en/town-hall/town-hall-accessibility.aspx#Plans.
Accessibility Plans, Specialized Transportation Services
Compliance Status- Compliant
IASR Requirements:
-
identify the process for estimating the demand for specialized transportation services
-
develop steps to reduce wait times for specialized transportation services
The process for estimating service demand and steps to reduce wait times for specialized
transportation services are included in Milton Transit's annual accessibility plan. These processes
will be reviewed as defined by the IASR to ensure on-going compliance with it.
Accessibility Plans, Conventional and Specialized Transportation Services
Compliance Status - Compliant
IASR Requirements:
-
both service providers shall, in their accessibility plans, describe their procedures for
dealing with accessibility equipment failures on their respective types of vehicles
This requirement is satisfied with the Milton Transit annual accessibility plan via Accessibility -
Town of Milton . The plan is published annually to ensure on-going compliance with the IASR.
Conventional Transportation Service Providers - General Responsibilities
16
Compliance Status - Compliant
IASR Requirements:
-
deploy lifting devices, ramps or portable bridge plates, upon request
-
ensure that adequate time is provided to persons with disabilities to safely board, be secured
and deboard transportation vehicles and that assistance be provided, upon request, for these
activities
-
assist with safe and careful storage of mobility aids or mobility assistive devices used by
persons with disabilities
-
allow a person with a disability to travel with medical aid
-
make information available in an accessible format, upon request
The Town's contractor has operational procedures regarding the above-noted requirements. These
procedures and training materials will be reviewed as defined by the IASR to ensure on-going
compliance with it.
Fares
Compliance Status - Compliant
IASR Requirements:
-
shall not charge a higher fare to a person with a disability than the fare that is charged to a
person without a disability where the person with a disability uses conventional
transportation services, but a conventional transportation service provider may charge a
lesser fare for a person with a disability
Fare parity is and will continue to be practiced by the Town of Milton on both its conventional
and specialized transit services.
Transit Stops
Compliance Status - Compliant
IASR Requirements:
-
ensure that persons with disabilities are able to board or deboard a transportation vehicle at
the closest available safe location, as determined by the operator, that is not an official stop,
if the official stop is not accessible and the safe location is along the same transit route
This requirement is part of the standard operating procedures of the Town's service contractor. These
procedures will be reviewed as defined in the IASR to ensure on-going compliance with it.
Storage of Mobility Aids, Etc.
Compliance Status - Compliant
IASR Requirements:
-
ensure that mobility aids and mobility assistive devices are stored in the passenger
compartments of its transportation vehicles within reach of the person with the disability who
uses the aid or device, at no charge
Mobility device storage areas are available on all conventional transit buses. Mobility device
securement responsibility, training and compliance are addressed in the standard operating
17
procedures of the Town's contracted service provider.
Taxicab and Limousine Licensing By-law 94- 2004, as amended, stipulates that accessible taxicab
drivers shall properly and safely handle passengers' mobility aids.
Priority Seating
Compliance Status - Compliant
IASR Requirements:
-
ensure that there is clearly marked priority seating for persons with disabilities, located as
close to the vehicle entrance as possible
-
provide signs to indicate that other passengers must vacate seating if required by a person
with a disability
-
develop a communications strategy designed to inform the public about the purpose of
priority seating
Priority seating areas are available and identified on conventional transit buses. Priority seating
responsibility, training and compliance as per standard operating procedures of the Town's contracted
service provider. Communications strategy developed and communicated through the OPTA Enabling
Change program and is available on Transit - Town of Milton
Service Disruptions
Compliance Status - Compliant
IASR Requirements:
-
make available alternate accessible arrangements to transfer persons with disabilities to their
route destination where alternate arrangements for persons without disabilities are
inaccessible
-
ensure information on alternate arrangements is communicated in a manner that takes into
account the person's disability
This requirement is part of the standard operating procedures of the Town's service contractor. These
procedures will be reviewed as required to ensure on-going compliance with the IASR.
Pre-boarding Announcements
Compliance Status - Compliant
IASR Requirements:
-
ensure that there are, on request, pre-boarding verbal announcements of the route, direction,
destination or next major stop
Electronic, pre-board visual and audible announcements of route, direction, destination and/or next
major stop are identified and annunciated upon conventional bus loading of passengers; front door
activation. This requirement will continue to be incorporated in the daily operation to ensure on-going
compliance with the IASR.
On-board Announcements
Compliance Status - Compliant
IASR Requirements:
-
ensure that there are audible verbal announcements of all destination points or available
18
route stops on its transportation vehicles while the vehicle is on route or while the vehicle is
being operated
-
ensure that all destination points or available route stops are announced through electronic
means and are legibly and visually displayed through electronic means
Electronic, on-board visual and audible announcements of next stops are identified and annunciated
upon stop approach. This requirement will continue to be incorporated in the daily operation to ensure
on-going compliance with the IASR.
Requirements re: Grab Bars, Etc.
Compliance Status - Compliant
IASR Requirements:
-
equip vehicles with grab bars, handholds, handrails or stanchions, as prescribed.
This requirement has been met. Procurement of conventional transit buses includes best practice
standards and IASR-191/11 specifications for stanchion design, quantity and location on-board. All on-
board passenger components inspected daily. If bus is found to have non-functioning passenger
components, bus is held/removed from service for repair. This requirement will continue to be
incorporated in the daily operation to ensure on-going compliance with the IASR.
Floors and Carpeted Surfaces
Compliance Status - Compliant
IASR Requirements:
-
have minimal glare and slip resistant floors
-
ensure any carpeted surfaces have a low, firm and level pile or loop, and are securely
fastened
This requirement has been met. Procurement of conventional transit buses includes best practice
standards and IASR-191/11 specifications for accessible floor design, including minimal glare and slip-
resistant components. All on-board passenger components inspected daily. If bus is found to have non-
functioning passenger components, bus is held/removed from service for repair. This requirement will
continue to be incorporated in the daily operation to ensure on-going compliance with the IASR.
Allocated Mobility Aid Spaces
Compliance Status - Compliant
IASR Requirements:
-
have two or more mobility aid spaces that meet the space requirements and are
equipped with securement devices
This requirement has been met. Procurement of conventional transit buses includes industry best
practice standards and IASR-191/11 specifications for stop-request button and chime design, quantity
and location on-board, including mobility aid designated areas. All on-board passenger components
inspected daily. If bus is found to have non-functioning passenger components, bus is held/removed
from service for repair. This requirement will continue to be incorporated in the daily operation to ensure
on-going compliance with the IASR.
Stop-requests and Emergency Response Controls
19
Compliance Status - Compliant
IASR Requirements:
-
equip vehicles with accessible stop-requests that meet the prescribed standards
This requirement has been met. Procurement of conventional transit buses includes industry best
practice standards and IASR-191/11 specifications for lighting feature design and location on-board and
above entry/exit doors. All on-board passenger components inspected daily. If bus is found to have
non-functioning passenger components, bus is held/removed from service for repair. This requirement
will continue to be incorporated in the daily operation to ensure on-going compliance with the IASR.
Lighting Features
Compliance Status - Compliant
IASR Requirements:
-
equip the passenger access door area with lights that are constantly lit when the door is open
and that illuminate the lifting device, ramp, portable bridge plate or step nosings, as
prescribed
This requirement has been met. Procurement of conventional transit buses includes industry best
practice standards and IASR-191/11 specifications for ramp design and operation. All passenger
components inspected daily. If bus is found to have non-functioning passenger components, bus is
held/removed from service for repair. Ramp operational responsibility, training and compliance are
addressed in the standard operating procedures of the Town's contracted service provider. This
requirement will continue to be incorporated in the daily operation to ensure on-going compliance with
the IASR.
Signage
Compliance Status - Compliant
IASR Requirements:
-
have signs that identify routes, directions, destinations or next major stops displayed in a
manner that meet prescribed requirements
This requirement has been met. Procurement of conventional transit buses includes industry best
practice standards and IASR-191/11 specifications for exterior electronic destination signage design
and location. All passenger components inspected daily. If bus is found to have non-functioning
passenger components, bus is held/removed from service for repair. This requirement will continue to
be incorporated in the daily operation to ensure on-going compliance with the IASR.
Lifting Devices, Etc.
Compliance Status - Compliant
IASR Requirements:
-
equip vehicles with lifting devices, ramps or portable bridge plates, as prescribed
This requirement has been met. Procurement of conventional transit buses includes industry best
practice standards and IASR-191/11 specifications for ramp design and operation. All passenger
components inspected daily. If bus is found to have non-functioning passenger components, bus is
held/removed from service for repair. Ramp operational responsibility, training and compliance are
addressed in the standard operating procedures of the Town's contracted service provider. This
20
requirement will continue to be incorporated in the daily operation to ensure on-going compliance with
the IASR.
Steps
Compliance Status - Compliant
IASR Requirements:
-
equip vehicles with steps, as prescribed
This requirement has been met. Procurement of conventional transit buses includes industry best
practice standards and IASR-191/11 specifications for on-board step design. All passenger
components inspected daily. If bus is found to have non-functioning passenger components, bus is
held/removed from service for repair. This requirement will continue to be incorporated in the daily
operation to ensure on-going compliance with the IASR.
Indicators and Alarms
Compliance Status - Compliant
IASR Requirements:
-
equip vehicles with a ramp, lifting device or kneeling function with appropriate visual and
audible warning indicators and alarms
This requirement has been met. Procurement of conventional transit buses includes industry best
practice standards and IASR-191/11 specifications for indicators and alarms on ramps and kneeling
functions. All passenger components inspected daily. If bus is found to have non-functioning passenger
components, bus is held/removed from service for repair. This requirement will continue to be
incorporated in the daily operation to ensure on-going compliance with the IASR.
Categories of Eligibility
Compliance Status - Compliant
IASR Requirements:
-
establish three categories of eligibility to qualify for specialized transportation services:
unconditional, temporary and conditional eligibility
This requirement has been met. Categories of eligibility including Unconditional, Conditional and
Temporary are implemented and communicated though miltontransit.ca and on the specialized transit
application. This requirement will continue to be updated, as required, to ensure on-going compliance
with the IASR.
Eligibility Application Process
Compliance Status - Compliant
IASR Requirements:
-
provide temporary specialized transportation services (within 14 calendar days), at no
charge, after a completed application is received, until a decision on eligibility is made
-
provide applications and decision information in an accessible format, upon request
-
establish an independent appeal process to review decisions respecting eligibility
A joint application, review and appeal process has been implemented with the Town of Milton, Town of
Oakville and the City of Burlington. Information on the eligibility application, review and appeal process
is available on miltontransit.ca. Application forms and decisions are available in an accessible format,
21
upon request. Forms and processes will be reviewed, as required, to ensure on-going compliance with
the IASR.
Emergency or Compassionate Grounds
Compliance Status - Compliant
IASR Requirements:
-
develop procedures for temporary specialized transportation services earlier than 14
calendar days where services are required because of an emergency or on compassionate
grounds, and where there are no other accessible transportation services to meet the
person's needs
A procedure has been implemented as required by the IASR and service is provided on emergency or
compassionate grounds. The procedure will be reviewed, as required, to ensure on-going compliance
with the IASR.
Fare Parity
Compliance Status - Compliant
IASR Requirements:
-
provide fare parity, same fare structure and fare payment options on conventional and
specialized transportation services
Fare parity of conventional and specialized transit services (fare equalization, fare structure and
payment method) has been implemented through the Milton Transit Fare Policy and will be reviewed
annually as part of the Town of Milton User Fee Bylaw updates.
Visitors
Compliance Status - Compliant
IASR Requirements:
-
make specialized transportation services available to visitors who meet eligibility criteria
-
develop a policy respecting the collection, use and disclosure of personal information
collected for the purpose of determining eligibility
Specialized transportation services are available to visitors who meet eligibility criteria. A policy has
been implemented respecting the collection, use and disclosure of personal information collected for
the purpose of determining eligibility. The policy will be reviewed, as required, to ensure on-going
compliance with the IASR.
Origin to Destination Services
Compliance Status - Compliant
IASR Requirements:
-
provide origin to destination services that meet the needs of persons with disabilities
The Town has met this requirement. Milton access+ is a door-to-door service. Specialized busing
has been introduced for some high demand areas and for areas where persons with disabilities
have some unique mobility device requirements. This requirement will continue to be incorporated
22
in the daily operation to ensure on-going compliance with the IASR.
Co-ordinated Service
Compliance Status - Compliant
IASR Requirements:
-
facilitate connections between specialized transportation services, when provided in
adjacent municipalities with contiguous urban areas
-
determine the accessible stops and drop off locations
There are currently no contiguous urban areas to Milton, however the Town has committed to a
Memorandum of Understanding with all Greater Toronto and Hamilton Area specialized transit
service providers to accept registrants and associated service connections, if/when connections
are established.
Hours of Service
Compliance Status - Compliant
IASR Requirements:
-
provide same hours and days of service on both conventional and special transportation
services
The Town of Milton has implemented service parity on Milton Transit and Milton access+. This
requirement will continue to be incorporated in the daily operation to ensure on-going compliance with
the IASR.
Booking
Compliance Status - Compliant
IASR Requirements:
-
where reservations are required, provide same-day service to the extent that it is available.
-
when not available, accept booking requests up to three hours prior to the intended day of
travel.
-
provide an accessible means to accept reservations
Same day service is currently provided. Bookings for Milton access+ are made by telephone. This
requirement will continue to be incorporated in the daily operation to ensure on-going compliance with
the IASR.
Trip Restrictions
Compliance Status - Compliant
IASR Requirements:
-
provide an unlimited number of trips for persons with disabilities
There is no restriction on the number of trips a person with disabilities can take on Milton
access+. This requirement will continue to be incorporated in the daily operation to ensure on-
going compliance with the IASR.
23
Service Delays
Compliance Status - Compliant
IASR Requirements:
-
provide information on the duration of service delays on specialized transportation to affected
passengers. A service delay is a delay of 30 minutes or more after the scheduled pick-up time
This requirement has been met. Service delays are communicated to specialized transit passengers in
the format requested on the application, if declared. If not declared, service delay notification provided
by text message and/or electronic voicemail. This requirement will continue to be incorporated in the
daily operation to ensure on-going compliance with the IASR
Companions and Children
Compliance Status - Compliant
IASR Requirements:
-
allow companions and dependent children to travel with persons with disabilities
whenever possible
This requirement has been met. Information about companions and children available on
miltontransit.ca and on publications distributed to approved applicants. This requirement will continue to
be incorporated in the daily operation to ensure on-going compliance with the IASR.
Duties of Municipalities - General
Compliance Status - Compliant
IASR Requirements:
-
consult with MAAC, the public and persons with disabilities in the development of accessible
design criteria for bus stops and shelters
-
identify planning for accessible bus stops and shelters, including any steps that will be taken
to meet the goal of accessible bus stops and shelters, in its accessibility plan
The Town has met this requirement. MAAC, the public and persons with disabilities have been
consulted on accessible design criteria for bus stops and shelters. The Town will continue to integrate
bus stop infrastructure with Town and Region of Halton roadway improvement programs. The
accessibility of bus stops and shelters will continue to be reviewed, including bus stop sign design,
wayfinding and the implementation of fixture standardization, where practicable.
Duties of Municipalities - Accessible Taxicabs
Compliance Status - Compliant
IASR Requirements:
-
consult with MAAC, the public and persons with disabilities to determine the proportion of
on-demand accessible taxicabs required in the community
-
identify progress made towards meeting the need for on-demand accessible taxicabs,
including any steps that will be taken to meet the need, in its accessibility plan
The Town has met this requirement. Taxicab and Limousine Licensing By-law 94-2004, as amended,
stipulates the provision of accessible taxicab service. According to the By-law each taxi brokerage
24
requires to have a minimum of one accessible taxi within their fleet. The vehicles must be available
for service at all times (24/7).
The By-law is up to review in 2023 and both MAAC and the public and persons with disabilities will
be consulted on updates to the accessibility provisions of the By-law, or if accessible taxicab service
is reviewed.
Duties of Municipalities - Taxicabs (fares and mobility aids)
Compliance Status - Compliant
IASR Requirements:
-
ensure that owners and operators of taxicabs do not charge a higher fare or an additional
fee for persons with disabilities than for persons without disabilities for the same trip
-
ensure that mobility aids or mobility assistive devices are stored at no charge
The Town has met this requirement. Taxicab and Limousine Licensing By-law 94-2004, as amended
requires that all taxis post a tariff card in the vehicle outlining the fares. The tariff card clearly indicates
that there is no additional charge for wheelchairs, walkers or additional passengers. Any
amendments to the By-law will ensure continued compliance with the IASR.
Vehicle Registration and Identification
Compliance Status - Compliant
IASR Requirements:
-
ensure that owners and operators of taxicabs place vehicle registration and identification
information on the rear bumper of the taxicab
-
ensure that owners and operators of taxicabs make available vehicle registration and
identification information in an accessible format to persons with disabilities who are
passengers, upon request
The Town has met this requirement. Taxicab and Limousine Licensing By-law 94-2004, as amended
requires that vehicle plates be affixed to the rear of the vehicle. Taxi owners and operators are
required to certify that they understand that vehicle registration and identification information must be
provided to a passenger with a disability in an alternate format, upon request. Any amendments to the
By-law will ensure continued compliance with the IASR.
Part IV.1 - Design of Public Spaces
The Design of Public Spaces Standards sets out how the Town will make it easier for everyone to
use its public spaces. These standards only apply to new construction and major changes to existing
features of facilities owned, leased or operated by the Town.
All new Town facility construction is reviewed for Ontario Building Code barrier-free requirements and
for Facility Accessibility Design Standards provisions. The Town has completed an audit of the
accessibility of its facilities and has developed a facilities standards document.
Consultation - Recreational Trails
Compliance Status - Compliant
25
IASR Requirements:
-
consult with MAAC, the public and persons with disabilities on the following design
elements that might be part of a trail:
o the slope of the trail
o the need for, and location of, ramps on the trail
o the need for, location and design of rest areas, passing areas, viewing areas,
amenities on the trail, and any other accessibility features
Community engagement sessions are held annually to collect public input and inform our design
process. Advertisement is done through: news release, public service announcement, website update
and social media. Additional information about Milton's investment in parks and trails can be found on
our park development webpage via Park Development - Town of Milton. Information is collected and
recorded on "Let's Talk Milton", the Town's online engagement platform. Final design concepts are
made public on "Let's Talk Milton".
Technical Requirements for Trails - General
Compliance Status - Compliant
IASR Requirements:
-
construct or re-develop trails with the width, height, surface and surface openings, edge
protection, entrance and signage features, as prescribed
Trails are developed and maintained following the Town's Engineering and Parks Standards
Manual. Compliance will be monitored through regular site inspections. Resident inquiries and
feedback are solicited and collected through the Town of Milton website. Responsible Town staff
will continue to update the Town's Engineering and Parks Standards Manual to ensure technical
requirements are in compliance with the IASR. The manual is available upon request.
Technical Requirements for Boardwalks
Compliance Status - Compliant
IASR Requirements:
-
construct or re-develop boardwalks with the width, height, surface and surface openings,
edge protection and running slope features, as prescribed
-
construct or re-develop ramps with the width, height, surface and surface openings, running
slope, landings, handrails, wall or guard and edge protection, as prescribed
Boardwalks are developed and maintained following the Town's Engineering and Parks Standards
Manual. Compliance will be monitored through regular site inspections. Resident inquiries and
feedback are solicited and collected through the Town of Milton website. Responsible Town staff will
continue to update the Town's Engineering and Parks Standards Manual to ensure technical
requirements are in compliance with the IASR. The manual is available upon request.
Outdoor Public Use Eating Areas - General
Compliance Status - Compliant
IASR Requirements:
-
construct or re-develop public use eating areas that include the minimum number of
accessible tables, have a firm, stable and level surfaces and include clear ground space
around tables to allow for a forward approach to the tables
26
Outdoor public use eating areas are developed and maintained following the Town's Engineering and
Parks Standards Manual. Community engagement sessions are held annually to collect public input
and inform our design process. Advertisement is done through: news release, public service
announcement, website update and social media. Additional information about Milton's investment in
parks and trails can be found on our park development webpage via Park Development - Town of
Milton. Information is collected and recorded on "Let's Talk Milton", the Town's online engagement
platform. Final design concepts are made public on "Let's Talk Milton".
Outdoor Play Spaces - Consultation Requirements
Compliance Status - Compliant
IASR Requirements:
-
consult with MAAC, the public and persons with disabilities on the needs of children and
caregivers with various disabilities when constructing new or re-developing existing outdoor
play spaces
Community engagement sessions are held annually to collect public input and inform our design
process. Advertisement is done through: news release, public service announcement, website update
and social media. Additional information about Milton's investment in parks and trails can be found on
our park development webpage via Park Development - Town of Milton. Information is collected and
recorded on "Let's Talk Milton", the Town's online engagement platform. Final design concepts are
made public on "Let's Talk Milton".
Outdoor Play Spaces - Accessibility in Design
Compliance Status - Compliant
IASR Requirements:
-
incorporate accessibility features such as sensory and active play components into the
design of new or re-developed play spaces
-
ensure that outdoor play spaces have a ground surface that is firm, stable, has impact
attenuating properties and sufficient clearance for people with disabilities to move through, in
and around the play space
The Town of Milton issues a "Request for Proposal for Play Equipment" annually that includes
requirements for accessible play components to be integrated into play design solutions from qualified
play equipment manufacturers.
Exterior Paths of Travel - Technical Requirements
Compliance Status - Compliant
IASR Requirements:
-
construct or re-develop exterior paths of travel with the width, height, surface, surface
openings, slope and cross slope features, as prescribed
Community engagement sessions are held annually to collect public input and inform our design
process. Advertisement is done through: news release, public service announcement, website update
and social media. Additional information about Milton's investment in parks and trails can be found on
our park development webpage via Park Development - Town of Milton. Information is collected and
recorded on "Let's Talk Milton", the Town's online engagement platform. Final design concepts are
27
made public on "Let's Talk Milton".
In addition, The Ontario Building Code (OBC) incorporated additional barrier-free requirements in 2015
to be more in-line with AODA. Responsible Town staff review the development and construction
proposals to ensure the compliance to these requirements. The OBC prescribes barrier-free path of
travel including ramps which provide access to the building.
Compliance will be monitored through regular site inspections. Resident inquiries and feedback are
solicited and collected through the Town of Milton website. Responsible Town staff will continue to
update the Town's Engineering and Parks Standards Manual to ensure technical requirements are in
compliance with the IASR. The manual is available upon request.
Exterior Paths of Travel - Ramps
Compliance Status - Compliant
IASR Requirements:
-
construct or re-develop ramps on exterior paths of travel with the width, surface, running,
landings, surface openings, handrails, wall or guard and edge protection, as prescribed
Community engagement sessions are held annually to collect public input and inform our design
process. Advertisement is done through: news release, public service announcement, website update
and social media. Additional information about Milton's investment in parks and trails can be found on
our park development webpage via Park Development - Town of Milton. Information is collected and
recorded on "Let's Talk Milton", the Town's online engagement platform. Final design concepts are
made public on "Let's Talk Milton".
In addition, The Ontario Building Code (OBC) incorporated additional barrier-free requirements in 2015
to be more in-line with AODA. Responsible Town staff review the development and construction
proposals to ensure the compliance to these requirements. The OBC prescribes barrier-free path of
travel including ramps which provide access to the building.
Compliance will be monitored through regular site inspections. Resident inquiries and feedback are
solicited and collected through the Town of Milton website. Responsible Town staff will continue to
update the Town's Engineering and Parks Standards Manual to ensure technical requirements are in
compliance with the IASR. The manual is available upon request.
Exterior Paths of Travel - Stairs
Compliance Status - Compliant
IASR Requirements:
-
construct or re-develop stairs on exterior paths of travel with the tread, risers and runs, tonal
contrast, tactile walking surface indicators, handrail and guardrail features, as prescribed
Community engagement sessions are held annually to collect public input and inform our design
process. Advertisement is done through: news release, public service announcement, website update
and social media. Additional information about Milton's investment in parks and trails can be found on
our park development webpage via Park Development - Town of Milton. Information is collected and
recorded on "Let's Talk Milton", the Town's online engagement platform. Final design concepts are
made public on "Let's Talk Milton".
In addition, The Ontario Building Code (OBC) incorporated additional barrier-free requirements in 2015
to be more in-line with AODA. Responsible Town staff review the development and construction
proposals to ensure the compliance to these requirements. The OBC prescribes barrier-free path of
travel including ramps which provide access to the building.
Compliance will be monitored through regular site inspections. Resident inquiries and feedback are
solicited and collected through the Town of Milton website. Responsible Town staff will continue to
update the Town's Engineering and Parks Standards Manual to ensure technical requirements are in
28
compliance with the IASR. The manual is available upon request.
Exterior Paths of Travel - Curb Ramps
Compliance Status - Compliant
IASR Requirements:
-
construct or re-develop curb ramps on exterior paths of travel with the width, direction of
travel, running and cross slope and tactile walking surface indicator features, as prescribed
Community engagement sessions are held annually to collect public input and inform our design
process. Advertisement is done through: news release, public service announcement, website update
and social media. Additional information about Milton's investment in parks and trails can be found on
our park development webpage via Park Development - Town of Milton. Information is collected and
recorded on "Let's Talk Milton", the Town's online engagement platform. Final design concepts are
made public on "Let's Talk Milton".
In addition, The Ontario Building Code (OBC) incorporated additional barrier-free requirements in 2015
to be more in-line with AODA. Responsible Town staff review the development and construction
proposals to ensure the compliance to these requirements. The OBC prescribes barrier-free path of
travel including ramps which provide access to the building.
Compliance will be monitored through regular site inspections. Resident inquiries and feedback are
solicited and collected through the Town of Milton website. Responsible Town staff will continue to
update the Town's Engineering and Parks Standards Manual to ensure technical requirements are in
compliance with the IASR. The manual is available upon request.
Exterior Paths of Travel - Depressed Curbs
Compliance Status - Compliant
IASR Requirements:
-
construct or re-develop depressed curbs on exterior paths of travel with the running slope,
direction of travel and tactile walking surface indicator features, as prescribed
Community engagement sessions are held annually to collect public input and inform our design
process. Advertisement is done through: news release, public service announcement, website update
and social media. Additional information about Milton's investment in parks and trails can be found on
our park development webpage via Park Development - Town of Milton. Information is collected and
recorded on "Let's Talk Milton", the Town's online engagement platform. Final design concepts are
made public on "Let's Talk Milton".
In addition, The Ontario Building Code (OBC) incorporated additional barrier-free requirements in 2015
to be more in-line with AODA. Responsible Town staff review the development and construction
proposals to ensure the compliance to these requirements. The OBC prescribes barrier-free path of
travel including ramps which provide access to the building.
Compliance will be monitored through regular site inspections. Resident inquiries and feedback are
solicited and collected through the Town of Milton website. Responsible Town staff will continue to
update the Town's Engineering and Parks Standards Manual to ensure technical requirements are in
compliance with the IASR. The manual is available upon request.
Exterior Paths of Travel - Accessible Pedestrian Control Signals
Compliance Status - Compliant
IASR Requirements:
-
install or replace pedestrian control signals at pedestrian crossovers with the tone, height,
tactile arrows that align with the direction of crossing, activation features and distance
29
features, as prescribed
The Town has met this requirement and will ensure that the IASR requirements will continue to be
met when new pedestrian control signals on exterior paths of travel are constructed or where existing
signals are re-developed.
Accessible pedestrian signals and tactile warning surface indicators have been installed at various
intersections. The Town has also installed flexible signage within pedestrian crossovers to make the
crossovers more visible to motorists.
Exterior Paths of Travel - Rest Areas
Compliance Status - Compliant
IASR Requirements:
-
consult with MAAC, the public and persons with disabilities on the design and placement of
rest areas along new or re-developed exterior paths of travel
Community engagement sessions are held annually to collect public input and inform our design
process. Advertisement is done through: news release, public service announcement, website update
and social media. Additional information about Milton's investment in parks and trails can be found on
our park development webpage via Park Development - Town of Milton. Information is collected and
recorded on "Let's Talk Milton", the Town's online engagement platform. Final design concepts are
made public on "Let's Talk Milton".
Compliance will be monitored through regular site inspections. Resident inquiries and feedback are
solicited and collected through the Town of Milton website. Responsible Town staff will continue to
update the Town's Engineering and Parks Standards Manual to ensure technical requirements are in
compliance with the IASR. The manual is available upon request.
Accessible Parking - Types of Accessible Parking Spaces
Compliance Status - Compliant
IASR Requirements:
-
construct or re-develop off-street parking facilities with parking space width and signage, as
prescribed
The Town has met this requirement when new off-street parking facilities are constructed or where
existing off-street parking is re-developed. The Town's zoning by-law includes requirements for certain
types of accessible parking spaces relative to the type of development/building. Compliance will be
monitored through regular site inspections. Resident inquiries and feedback are solicited and collected
through the Town of Milton website. Responsible Town staff will continue to update the Town's by-law
to ensure technical requirements are in compliance with the IASR. The by-law is available upon
request.
Accessible Parking - Access Aisles
Compliance Status - Compliant
IASR Requirements:
-
construct or re-develop access aisles for all parking spaces for the use of persons with
disabilities in off-street parking facilities with the width, length and tonal contrast features, as
prescribed
The Town has met this requirement and will ensure that the IASR requirements will continue to be met
30
when new access aisles are constructed or where existing access aisles are re-developed. In addition,
the Ontario Building Code (OBC) incorporated additional barrier-free requirements in 2015 to be more
in-line with the AODA. Planning and/or Building Permit applications reviewed development and
construction proposals to ensure compliance to these requirements were met. The OBC prescribes
barrier-free path of travel. Access aisle requirements are included under the zoning by-law and OBC.
Accessible Parking - Minimum Number and Type
Compliance Status - Compliant
IASR Requirements:
-
construct or re-develop off-street parking facilities with a minimum number and type of
parking spaces, as prescribed
The Town has met this requirement and will ensure that the IASR requirements will continue to be
met when new off-street parking facilities are constructed or where existing off-street parking is re-
developed. The Town's zoning by-law includes requirements for a minimum number of accessible
parking spaces relative to the type of development/building. The by-law is available upon request.
Accessible Parking - Signage
Compliance Status - Compliant
IASR Requirements:
-
erect an accessible permit parking sign in newly constructed or re-developed accessible
parking spaces
The Town has met this requirement and will ensure that the IASR requirements will continue to be met
when new accessible parking spaces are constructed or where existing spaces are re- developed.
Responsible Town staff will continue to update the Town's Engineering and Parks Standards Manual to
ensure technical requirements are in compliance with the IASR. The manual is available upon request.
Accessible Parking - On-Street Parking Spaces
Compliance Status - Compliant
IASR Requirements:
-
consult with MAAC, the public and persons with disabilities when constructing or re-
developing existing on-street parking spaces
The Town has met this requirement and will ensure that the IASR requirements will continue to be met
when new on-street parking spaces are constructed or where existing spaces are re- developed.
Responsible Town staff will continue to update the Town's Engineering and Parks Standards Manual to
ensure technical requirements are in compliance with the IASR. The manual is available upon request.
Obtaining Services - Service Counters
Compliance Status - Compliant
IASR Requirements:
-
construct or re-develop service counters with the minimum number of accessible service
counters, signage, height, knee clearance and floor space in front of the counter, as
prescribed
The Town has met this requirement and will ensure that the IASR requirements will continue to be met
when new fixed queuing guides are constructed or where existing fixed queuing guides are re-
developed. Relevant procedures or standards are available upon request.
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Obtaining Services - Fixed Queuing Guides
Compliance Status - Compliant
IASR Requirements:
-
construct or re-develop fixed queuing guides with the width, clear floor area and cane
detectable features, as prescribed
The Town has met this requirement and will ensure that the IASR requirements will continue to be met
when new service counters are constructed or where existing service counters are re- developed.
Relevant procedures or standards are available upon request.
Obtaining Services - Waiting Areas
Compliance Status - Compliant
IASR Requirements:
-
construct or re-develop waiting areas with the minimum number of accessible seating, as
prescribed
The Town has met this requirement and will ensure that the IASR requirements will continue to be met
when new waiting areas are constructed or where existing waiting areas are re-developed. Relevant
procedures or standards are available upon request.
Maintenance
Compliance Status - Compliant
IASR Requirements:
-
include procedures for preventative and emergency maintenance of accessible elements in
public spaces in the Town's multi-year plan
-
include procedures for dealing with temporary disruptions when accessible elements are
not in working order in the Town's multi-year plan
Preventative maintenance programs are in place and regular inspections are performed to ensure
quality control and maintain safe and accessible spaces. When issues are identified they are
completed by licensed staff around facility programming schedules and after hours where possible
to ensure minimal service disruption. Signage is posted to communicate the nature of work being
completed and identify alternate routes.
Procedures are in place when dealing with temporary disruptions when accessible elements are not
in working order. When closing off access to a sidewalk, crosswalk or intersection to pedestrian
traffic, Town staff/contractors are required to post signs at each end of the job site to advise that the
sidewalk is closed. Signs are also be placed at the closest designated crossing stating that the
sidewalk is closed. Significant capital works jobs are advertised both on milton.ca, through social
media and in the local newspapers. Notice of disruptions, whether temporary or of a longer duration,
Notice of disruptions, whether temporary or of a longer duration, are distributed through multiple
channels (e.g. Milton website, social media accounts and emails) to ensure both the public and Town
staff are aware of. The above-noted procedures will be reviewed to ensure on-going compliance with
the IASR, as required.
Part IV.2 - Customer Service Standards
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The Customer Service Standards set out how the Town will make it easier for everyone to access its
goods, services and facilities.
Establishment of Policies
Compliance Status - Compliant
IASR Requirements:
-
develop, implement and maintain policies governing provision of good services, facilities to
persons with disabilities
The Town's accessible customer services policy, available via Accessible customer service policy
(milton.ca), addresses how the Town meets the requirements of the standards. Procedures relating
to accessible customer service are in place and available to staff. Town staff will continue monitor
and update the policy or procedures, as required, to meet the requirements of the IASR.
Use of Service Animals and Support Persons
Compliance Status - Compliant
IASR Requirements:
-
ensure that a person with a disability who is accompanied by a guide dog/service animal is
permitted to enter premises with the animal and keep it with them unless otherwise excluded
by law
-
when a person with a disability is accompanied by a support person, ensure that both persons
are permitted to enter premises together and that the person with a disability is not prevented
from having access to the support person while on the premises
-
if an amount is payable for a person's admission to the premises or in connection with a
person's presence on the premises, the provider shall ensure that notice is given in advance
about the amount, if any, payable in respect of the support person.
The Town's accessible customer services policy and procedures addresses the detailed
requirements regarding service animals and support persons. For example, for our recreation
programs, support person information can be found via Inclusion - Town of Milton Responsible Town
staff have also been trained. Town staff will continue monitor and update the policy or procedures,
as required, to meet the requirements of the IASR.
Notice of Temporary Disruptions
Compliance Status - Compliant
IASR Requirements:
-
provide public notice of disruptions to services or facilities
The Town's accessible customer services policy addresses how the Town meets the requirements of
the IASR. Procedures relating to service disruptions are in place and available to staff. Notice of
disruptions, whether temporary or of a longer duration, are distributed through multiple channels (e.g.
Milton website, social media accounts and emails) to ensure both the public and Town staff are
aware of. Town staff will continue monitor and update the policy or procedures, as required, to meet
the requirements of the IASR.
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Training for Staff, Etc.
Compliance Status - Compliant
IASR Requirements:
-
ensure training on the provision of goods/services/ facilities is provided to employees,
volunteers, persons who participate in developing policies on behalf of the provider and
others who provide goods/services/facilities on behalf of the provider
The Town provides AODA/IASR Awareness trainings for its employees through its online
training platform. The content of the AODA/IASR training courses will continue to be reviewed
and updated through the vendor (HR Downloads) to ensure the information remains current.
Completion of the training course is a mandatory requirement of the new hire process for
employees. In addition, responsible Town staff for recreation programs have received Inclusive
Recreation Training.
Feedback Process
Compliance Status - Compliant
IASR Requirements:
-
establish a process for receiving and responding to feedback about the manner in which
goods and services are provided to persons with disabilities
The Town has implemented a corporate procedure on receiving and addressing feedback and staff
has been trained on how to effectively address all feedback received from persons with disabilities.
On the Town's website, there is an online form for the public to submit any inquiry or feedback (Town
Clerks Office - Town of Milton). In addition, the Town has a dedicated shared Accessibility email
address to receive feedbacks and enquiries ([email protected]). The feedback process will be
reviewed for on-going compliance with the IASR, as required.
Format of Documents
Compliance Status - Compliant
IASR Requirements:
-
upon request, provide or arrange for documents or information contained in the
documents in accessible formats or with a communication supports in a timely manner
and at a cost that is no more than the regular cost to other persons
The Town will continue to provide documents in an accessible format, upon request at a cost that is
no more than the regular cost to other persons. Any request can be sent through our online form
(Town Clerks Office - Town of Milton) or shared Accessibility email address
([email protected]). Communications supports will continue to be made available to persons
with disabilities accessing Town services, programs and facilities, upon request. The Town has
dedicated staff to ensure documents posted on the Town's website are fully accessible and
assistive hearing devices will continue to be available to councillors and members of the public
attending meetings in the Council Chambers.
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Next Steps
Town staff will continue to meet the requirements of the IASR and undertake other activities aimed at
eliminating barriers. They include the following:
-
preparing an annual update on the Multi-Year Accessibility Plan, as required by the IASR;
-
submitting compliance reports to the Province in 2023, 2025 and 2027, demonstrating
compliance with components of the IASR;
-
reviewing existing accessibility procedures and updating them, as required;
-
continuing to provide training to new staff on the IASR and the Ontario Human Rights Code
as part of the Town's onboarding process;
-
continuing to maintain annual Transit Accessibility Plan as required by IASR;
-
consulting with and seeking the input of MAAC on physical improvement projects and other
Town initiatives;
-
monitoring the review of accessibility legislation by the Province to determine impacts to the
Town and reporting to Town Council, as appropriate;
-
complying with the accessibility requirements set out in the Municipal Elections Act, 1996 when
conducting any municipal and school board election;
-
continuing to share information and network with accessibility staff from Halton's
municipalities, the Ontario Network of Accessibility Professionals and the Association of
Municipal Managers, Clerks and Treasurers of Ontario;
-
continuing to ensure all Town of Milton websites and social media accounts are compliant with
IASR;
-
continuing to take advantage of learning opportunities provided by the Accessibility
Directorate of Ontario and accessibility forums.
Once approved by Town Council, the 2023-2028 Multi-Year Accessibility Plan will be posted on
milton.ca. The plan will also be made available in alternate formats, upon request.
Contact Information
For more information about this plan, or questions related to accessibility in the Town of Milton, please
contact the Town Clerk:
Legislative and Legal Services Division
150 Mary Street, Milton, ON L9T 6Z5
Phone: 905-878-7252
Online Form: Town Clerks Office - Town of Milton
E-mail: [email protected]
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Appendix A - Definitions
Accessible Formats: May include, but are not limited to, large print, plain language, recorded audio,
or electronic, such as Word, PDF, Rich Text, or HTML, formats, Braille, and other formats usable by
persons with disabilities.
Assistive Device: A technical aid, communication device, or medical aid modified or customized, that
is used to increase, maintain, or improve the functional abilities of people with disabilities.
Barrier: 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,
information or communication barrier, an attitudinal barrier, or a policy or practice.
Career Development and Advancement: Includes providing additional responsibilities within an
employee's current position and the movement of an employee from one job to another in an
organization that may be higher in pay, provide greater responsibility or be at a higher level in the
organization.
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 communication.
Communications: The interaction between two or more persons or entities, or any combination of
them, where information is provided, sent, or received.
Conventional Transportation Service Provider: A designated public sector transportation
organization that provides conventional transportation services solely within the Province of Ontario.
Conventional Transportation Services: Any public passenger transportation services on transit
buses, motor coaches or rail-based transportation that operate solely within the Province of Ontario
and that are provided by a designated public sector transportation organization.
Disability:
-
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.
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Information: Includes data, facts and knowledge that exists in any format, including text, audio,
digital, or images, and that conveys meaning.
Medical Aid: An assistive device which may include, but is not limited to, respirators and portable
oxygen supplies.
Milton access+: Milton access+ is a door-to-door, shared ride specialized transit service for persons
with disabilities.
Mobility Aid: A device used to facilitate the transport, in a seated posture, of a person with a
disability. Examples include, but are not limited to, wheelchairs, scooters, and walkers.
Performance Management: Activities related to assessing and improving employee performance,
productivity and effectiveness, with the goal of facilitating employee success.
Redeployment: The reassignment of employees to other jobs or departments within the
organization as an alternative to layoff, when a particular job or department has been eliminated by
the organization.
Specialized Transportation Service Provider: A designated public sector transportation
organization that provides specialized transportation services that operate solely within the Province
of Ontario.
Specialized Transportation Services: Public passenger transportation services that,
- operate solely within the Province of Ontario;
- are provided by a designated public sector transportation organization;
- are designed to transport persons with disabilities.
Support Person: Another person, identified by the service provider, who accompanies the person
with a disability in order to help with communication, mobility, personal care or medical needs or with
access to goods, services or facilities.
Taxicab: A motor vehicle as defined in the Highway Traffic Act, other than a car pool vehicle, having
a seating capacity of not more than six persons, exclusive of the driver, hired for one specific trip for
the transportation exclusively of one person or group of persons, one fare or charge only being
collected or made for the trip and that is licensed as a taxicab by a municipality.
Timely Manner: An action or task performed and accomplished in an appropriate time frame, as
determined by the staff identified in the corresponding procedure. For example, five business days
to transfer a written document into an accessible format.
Transit Bus: A class of bus which, while operated on a highway, is designed and intended to be
used for passenger transportation.