Staff Report #4 – March 12, 2018


To All Members of the Accessible Public Transit Service Advisory Committee

Re:  2017 AODA Annual Update


The report be NOTED and FILED.


The Accessibility for Ontarians with Disabilities Act (AODA) includes requirements for designated public sector organizations with respect to Accessibility Plans, including the following requirements:

  • establish, implement, maintain and document a multi-year accessibility plan, which outlines the organization’s strategy to prevent and remove barriers and meet its requirements under this Regulation;
  • post the accessibility plan on their website, if any, and provide the plan in an accessible format upon request; and
  • review and update the accessibility plan at least once every five years
  • prepare an annual status report on the progress of measures taken to implement the strategy referenced in clause (1) (a), including steps taken to comply with this Regulation; and
  • post the status report on their website, if any, and provide the report in an accessible format upon request.

The London Transit Accessibility Plan 2012-2025, represents the first plan created in compliance with this regulation.  The Plan sets out various initiatives that will be undertaken in order to ensure compliance with the regulations as well as ensuring LTC’s facilities and services are accessible.

With respect to the requirement for an annual status report, LTC has historically included commentary with respect to annual progress in updates to the actual Accessibility Plan, however, given that many projects span multiple years, beginning in 2017, an annual status report will be prepared in each of the years that the full Accessibility Plan is not updated.  This will not only ensure compliance with the regulation, it will also provide for clearer communication with respect to initiatives and progress made in each calendar year.

The 2017 Annual Status Report is set out in Enclosure I.  The report covers both the regular, on-going programs and initiatives LTC undertakes to ensure consideration for accessibility remains at the forefront, as well as specific initiatives identified in the multi-year Accessibility Plan or through issues identified through the course of doing business.

With respect to overall compliance with the AODA regulations, obligated public sector organizations must file a formal compliance report every two years.  Administration completed and filed the compliance report for 2017 consistent with requirements, noting LTC is compliant with all requirements.



I – 2017 Annual Accessibility Status Report


Recommended by:


Kelly S. Paleczny – General Manager


Annual Accessibility Status Report  – 2017


Objectives and Purpose

This report serves as a status update to the London Transit Commissions 2012-2025 Accessibility Plan, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Integrated Accessibility Standards Regulation (IASR Ontario Regulation 191/11).  The plan sets out specific strategies to address local accessibility issues and regulatory requirements and includes discussion and timelines with respect to the regulatory requirements and compliance dates.  The plan was developed with input from the LTC’s Accessible Public Transit Service Advisory Committee, as well as consideration of input from customers via the customer contact system.

London Transit Commission is committed to:

  • the continuous development of accessible public transit services;
  • working toward ensuring its facilities are barrier free;
  • working toward providing barrier free employment and employment opportunities; and
  • establishing communication services that respect the abilities of all customers, employees and the public at large.

Compliance Reporting

The London Transit Commission filed its bi-annual Accessibility Compliance Report prior to December 31, 2017 consistent with legislative requirements.  The Commission is currently in compliance with all aspects of the AODA and supporting regulation.

Continuous Achievements in Accessibility

The London Transit Commission continuously strives to improve accessibility to both its facilities and the services through the following:

  • holding regular meetings with the Accessible Public Transit Service Advisory Committee, who report directly to the Commission on all accessibility matters
  • participating on the Ontario Public Transit Association’s Accessibility Committee, providing for the collaborative sharing of best practices among Ontario transit systems with respect to achieving accessibility specifically in regard to AODA regulatory requirements
  • participating on the Canadian Urban Transit Association’s Accessibility Committee, providing for the collaborative sharing of best practices among Canadian transit systems with respect to achieving accessibility
  • holding an annual drop in session with Commission members in attendance to allow the public to share perspectives on LTC services and accessibility issues
  • ongoing monitoring of customer contacts to identify any issues or trends relating to accessibility that require attention
  • participating in the AODA standard reviews through committee membership and/or providing commentary during public review periods

Highlights of 2017

Programs relating to accessibility that were either undertaken or completed in 2017 include the following.

  • Launched a program to retrofit the LTC fleet of buses to provide for perimeter seating to the back door versus traditional forward facing seating. This initiative will provide for a more open area at the front of the bus which is better able to accommodate multiple mobility devices and strollers.  This program is anticipated to reduce conflict and overcrowding conditions on the LTC conventional service.
  • Renovated the customer service area at the 450 Highbury location consistent with accessibility standards. The renovations result in a more customer friendly reception area and fare sales counter.
  • Replaced railings along public walkways and stairs at the 450 Highbury facility to provide for a safer migration to the facility
  • Approved a program to add sidewalk infrastructure to a number of LTC stops which are currently not accessible. Work to be completed in Spring of 2018.
  • Undertook program to replace all bus shelters in the city with new shelters including solar lighting, resulting in a safer and more accessible waiting area for customers. Work to be completed in Spring of 2018.
  • Provided refresher accessibility training to employees identified through customer contacts
  • Initiated the replacement of the scheduling/booking software for the Specialized Service which included the replacement of the telephone system. The new system will provide specialized customers with better access to the booking agents as well as a number of features to allow for greater flexibility in managing their trips.
  • Added approximately 18,000 service hours to the conventional service, resulting in a more reliable service on a number of routes
  • Initiated replacement of the Automatic Vehicle Location System on the conventional service, which will ultimately provide for automatic messaging by stop or route of any service interruptions in real time
  • Added approximately 6,000 service hours to the specialized service, resulting in more access to trips for the growing registrant base
  • Participated in the mandatory 5 year review of the Transportation Standards in the IASR
London Transit Commission Accessibility Work Plan and Status




Sec #







Status 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023 2024 2025 Compliance



SOP’s Training Policy Available to Public
Regulation 191-11
3 Accessibility Policies C Jan / 13 ü ü
4 Accessibility Plans C Jan / 13 ü
5 Procurement C Jan / 13 ü
6 Self-Service Kiosks C Jan / 13
7 Training C Jan / 14 ü
5 Year Review
Additional Requirements
Information & Communications
11 Feedback C Jan / 14 ü ü
12 Accessibility Formats C Jan / 15 ü ü ü
13 Emergency Procedure C Jan / 12 ü ü
14 Accessible Websites C Jan / 14
5 Year Review
Additional Requirements
22 Recruitment C Jan / 14 ü
23 Assessment and Selection C Jan / 14 ü
24 Notice to Successful Applicants C Jan / 14 ü
25 Informing Employees C Jan / 14 ü
26 Accessible Formats C Jan / 14 ü ü
27 Workplace Emergency C Jan / 12 ü
28 Individual Accommodation C Jan / 14 ü
29 Return to Work C Jan / 14 ü
30 Performance Management C Jan / 14 ü
31 Career Development C Jan / 14 ü
32 Redeployment C Jan / 14 ü
5 Year Review
Additional Requirements
34 Available Information C Jan / 12 ü
35 Non Functioning Equipment C Jul / 11 ü ü
36 Accessibility Training C Jan / 14 ü
37 Emergency Preparedness C Jan / 12 ü ü ü
38 Fares, Support Persons C Jan / 14 ü
39 Vehicle Contracts COMPLIANT Jul / 11
41 Accessibility Plans – Conv C Jan / 13 ü
42 Accessibility Plans – Spec C Jan / 13 ü
43 Accessibility Plans – Both C Jan / 13 ü
44 General Responsibilities C Jan / 12 ü ü ü ü
45 Alternative Transportation C Jan / 13
46 Fares COMPLIANT Jul / 11
47 Transit Stops C Jan / 12 ü ü ü
48 Storage of Mobility Aids COMPLIANT Jul / 11
49 Courtesy Seating C Jan / 12 ü ü ü
50 Service Disruptions C Jan / 13 ü ü ü ü
51 Pre-boarding Announcements C Jul / 11 ü ü ü
52 On-board Announcements C Jul / 11 ü ü ü
5 Year Review
Additional Requirements
Conveyance Requirements
53 Grab Bars COMPLIANT Jan / 13
54 Carpeted Surfaces COMPLIANT Jan / 13
55 Allocated Spaces COMPLIANT Jan / 13
56 Stop Requests COMPLIANT Jan / 13
57 Lighting COMPLIANT Jan / 13
58 Signage COMPLIANT Jan / 13
59 Lifting Devices COMPLIANT Jan / 13
60 Steps COMPLIANT Jan / 13
61 Indicators & Alarms COMPLIANT Jan / 13
5 Year Review
Additional Requirements
Specialized Services
63 Eligibility Criteria C Jan / 17 ü ü
64 Eligibility Process C Jan / 14 ü ü ü
65 Compassionate Grounds C Jan / 14 ü ü
66 Fare Parity C COMPLIANT Jan / 13
67 Visitors C Jan / 13 ü
68 Origin – Destination C COMPLIANT Jul / 11
69 Co-ordinated Services C Jan / 13
70 Hours of Service C COMPLIANT Jan / 13
71 Booking C Jan / 14
72 Trip Restrictions C Jan / 14 ü
73 Service Delays C Jan / 13 ü
74 Companions & Children C COMPLIANT Jan / 12 ü
5 Year Review
Additional Requirements
Duties of Municipalities
78 General C Jan / 13
5 Year Review
Additional Requirements
Design of Public Spaces
80.22 Exterior Paths of Travel C Jan / 16
80.24 Exterior Paths of Travel – ramps C Jan / 16
80.25 Exterior Paths of Travel – stairs C Jan / 16
80.26 Exterior Paths of Travel – curbs C Jan / 16
80.34 Types of Accessible Parking Spaces C Jan / 16
80.35 Access Aisles C Jan / 16
80.36 Min Number & Type of Spaces C Jan / 16
80.37 Signage C Jan / 16
80.41 Service Counters C Jan / 16
80.43 Waiting Areas C Jan / 16
80.44 Maintenance of Accessible Elements C Jan / 16
Customer Service Standards
80.46 Polices, Practices & Procedures C COMPLIANT Jan / 10 ü ü
80.47 Service Animals & Support Persons C COMPLIANT Jan / 10 ü ü
80.48 Temporary Disruptions C COMPLIANT Jan / 10 ü ü
80.49 Training C COMPLIANT Jan / 10 ü
80.50 Feedback Process C COMPLIANT Jan / 10 ü
80.51 Format of Documents C COMPLIANT Jan / 10
5 Year Review
Additional Requirements
Non-Regulatory Accessibility Issues
Accessible Conventional Service
Service Levels
Accessible Route Designation
Accessible Stop Upgrades
Bus Stop Sign Upgrades
Specialized Service
Service Levels
Service Integration with Conventional
Service Performance Targets
Booking Window
Policy Review
Trip Duration Review