FSCO's AODA Report Card for 2016

The Ontario Public Service’s (OPS) promise to create a barrier-free and accessible Ontario by 2025 is further enhanced by the new 2017-2021 OPS Multi-Year Accessibility Plan [New Window]. The Financial Services Commission of Ontario (FSCO) strongly supports the OPS’s commitment and is dedicated to this journey towards accessibility.


FSCO’s mandate is to provide regulatory services that protect the public interest and enhance public confidence in the sectors it regulates. FSCO’s 2012-2018 Multi-Year Accessibility Plan outlines the policies and actions FSCO will implement to provide inclusive and accessible services to the public and all its stakeholders.


Since the launch of the Accessibility for Ontarians with Disabilities Act (AODA) in 2005, a number of initiatives were implemented to ensure our mandate was fulfilled in a manner accessible to all Ontarians.


This Annual Report Card summarizes what FSCO has done as of December 31, 2016 to meet and exceed AODA requirements.


Customer Service

What is it?

FSCO is committed to treating all people in a way that allows them to maintain their dignity and independence and strives at all times to provide services and conduct its business by preventing and removing barriers to accessibility.

Why is it important?

FSCO believes that all consumers should have the same opportunity to access and benefit from services. 

What we did:

FSCO issued an internal guideline that established a process to be followed when feedback on the delivery of its services is received from members of the public. 


The guideline supports the OPS Accessible Customer Service Policy as it includes protocols for handling requests for accommodation and concerns about the accessibility of FSCO services.


FSCO remains dedicated to its Customer Service Policy, published on its public website, which outlines its commitment to provide customer service, and to conduct its business with both the public, and staff, in an accessible way that respects the dignity and independence of people with disabilities. This policy also outlines the training provided to staff including, but not limited to, interacting and communicating with persons who have disabilities, and/or who use service animals, support persons or assistive devices.


FSCO continues to use a monitoring tool for the procurement of goods and services related to requests for accommodation under the AODA from the public. Accessibility Leads throughout the organization are responsible for handling requests for accessible services for meetings or events hosted by FSCO. Information such as the type of service requested, associated costs and vendor information are tracked to identify the need for permanent or ongoing accessibility-related goods and services, and to assist Leads in handling similar requests.  


Information and Communications

What is it?

FSCO is committed to creating and providing information that is accessible to people with disabilities, and communicating with individuals in a way that takes into account their accessibility needs. 

Why is it  important?

FSCO is committed to service excellence as we carry out our regulatory responsibilities. Communicating and providing information that is accessible to all its employees and clients is fundamental to FSCO and the OPS as a service organization.   

What we did:

Accessible Formats and Communication Supports

Under section 12 of the Integrated Accessibility Standards (O. Reg. 191/11), by January 1, 2015, FSCO was required to:


  • upon request, provide or arrange for the provision of accessible formats and communication supports for persons with disabilities; and,
  • notify the public about the availability of accessible formats and communication supports.

FSCO has been fully compliant with the requirements of section 12 since 2011 and has developed and published service standards for responding to requests for accessible formats.


Accessible Websites and Web Content

FSCO continues to make new HTML webpages compliant with WCAG 2.0 AA standards. In 2016, 652 new accessible HTML pages were posted. Work is ongoing to bring historical web resources up to a similar standard. Where applicable, information in PDF format is being converted or primarily offered as HTML webpages to make it more accessible. In 2016, offering the Annual Report in HTML format was the major project in the PDF to HTML conversion effort.


FSCO is also continuing to take steps to enhance the accessibility and usability of its forms by providing them on FSCO’s website in accessible PDF and additional, user-friendly formats such as HTML. Currently, approximately 100 of FSCO’s forms are available online in an accessible format, meeting the WCAG 2.0 AA standards. FSCO is developing a plan to make all public facing forms AODA compliant by January 1, 2021.



What is it?

FSCO is committed to providing all staff with training on Ontario’s accessibility laws.

Why is it important?

Through awareness and ongoing education, it is important to provide all staff with the necessary knowledge, skills and tools needed to identify and remove barriers to accessibility, and to meet or exceed compliance requirements.

What we did:

With the addition of the Disability Accommodation training course to FSCO’s learning curriculum in 2015, FSCO now provides more than eight mandatory training courses relating to accessibility. These courses cover a variety of topics including Integrated Accessibility Standards Regulation (IASR), Welcoming Customers with Disabilities, and Accessible Customer Service. These courses give staff and managers a better understanding of the accessibility requirements in Ontario so they can create a more accessible and inclusive workplace for employees with disabilities.


FSCO continues to make these training courses mandatory for all staff and managers and remains committed to monitoring activity to ensure compliance with training requirements. As of December 31, 2016, an average of 75% of staff and managers at FSCO completed all required AODA training courses.


We would like to hear from you


To support our success in meeting the needs of our clients, we welcome any comments and suggestions on FSCO’s services, including whether our services were accessible or if your accommodation needs were met.


Financial Services Commission of Ontario
5160 Yonge Street, 16th Floor
P.O. Box 85
Toronto, Ontario, M2N 6L9


E-mail: QualityService@fsco.gov.on.ca
Phone: 416 226 7850
Toll Free: 1 800 668 0128
TTY: 1 800 387 0584