Broadcasting and Telecom Information Bulletin CRTC 2025-95

PDF version

Gatineau, 14 May 2025

Accessibility and accommodations guidelines

This document is available in an audio version.

Video versions are available online in American Sign Language (ASL) and in Langue des signes québécoise (LSQ).

To request alternative formats, please contact accessible@crtc.gc.ca.

Purpose

1. These guidelines explain
   • how the Canadian Radio-television and Telecommunications Commission (the Commission) makes its public proceedings accessible for persons with disabilities;
   • how someone can request accommodations in a proceeding;
   • how the Commission and its staff handle accommodation requests; and 
   • what someone can expect after they make a request.

Introduction

2. In Canada, the Canadian Charter of Rights and Freedoms grants the right to equality to everyone, while the Canadian Human Rights Act states that everyone should have an equal opportunity to build the lives they want and to have their needs accommodated. The Accessible Canada Act aims to make Canada barrier-free for persons with disabilities by the year 2040.
3. The Commission is Canada’s broadcasting and telecommunications regulator. It is a tribunal that holds public proceedings to consult people, groups and companies to make decisions in the public interest.
4. The Commission is committed to equality, accommodation and accessibility. It wants its proceedings to be accessible to all Canadians and for this reason those who take part in Commission proceedings can request accommodations.

How Commission proceedings work

5. The Commission needs input and evidence from the public to do its job. To get this input, the Commission holds public proceedings. Most Commission proceedings follow the Commission’s Rules of Procedure.^{Footnote 1}
6. These Rules of Procedure guide how proceedings work and how anyone can take part in them. For example:
   • In some cases, the Commission will launch a proceeding by publishing a notice of consultation on its website. The notice of consultation will present an issue that the Commission is looking into and include specific questions for the public.
   • In other cases, members of the public will request to start a proceeding by filing an application with the Commission. An application is a document that asks the Commission to do something specific, like create a new rule for telephone companies or television service providers.
   • Those that take part in proceedings are called parties.
   • Applicants are the parties who file an application.
   • Parties that respond to applications and notices of consultation are called interveners.
7. To make decisions in the public interest, the Commission needs the best possible evidence and input from parties. The Rules of Procedure help the Commission do this by allowing different types of proceedings in different situations.
8. There are two main types of proceedings: written proceedings and hearings.
   • In written proceedings, parties only file written documents. They do not appear before the Commission.
   • In hearings, parties file written documents and can also appear before the Commission to give their input orally or through an interpreter.^{Footnote 2} Parties can appear in person or virtually. Hearings give parties the opportunity to present to Commissioners in real time and engage in dialogue with them.
9. More information on the Rules of Procedure is available on the Commission’s website, including a Roadmap that is available in American Sign Language (ASL) and Langue des signes québécoise (LSQ).

How the Commission makes proceedings accessible

10. It is important for the Commission to make sure that all parties can take part fully in its proceedings. Because of this, in all cases,
    • parties are expected to follow the guidelines for Creating Accessible Documents and file all documents in accessible formats; and
    • parties can ask for documents in alternative formats.
11. For hearings,
    • when the Commission livestreams hearings, it uses Communication Access Realtime Translation (CART) captioning in both official languages; and
    • hearing transcripts are usually available within 24 hours, in screen-reader-friendly formats.
12. In other cases, the Commission will also consider other measures, including
    • translating notices of consultation into ASL and LSQ;
    • providing ASL and LSQ interpretation for appearing hearings;
    • accepting comments in ASL and LSQ;
    • accepting comments filed by email instead of through its website; and
    • extending timelines to submit comments.
13. These are examples and there may be other ways to make a proceeding more accessible.

How to request accommodations

14. Any party can request accommodations to participate in any Commission proceeding. This could be related to disability, or to other reasons, like religious observance, or to a combination of reasons.
15. If someone requests accommodations for the written part of a proceeding, they are encouraged make the request as early as possible after the proceeding starts. The Commission recommends that they make their request within the first 15 days after the application or notice of consultation is posted on the Commission’s website.
16. For example, in the written part of a proceeding, a party can ask for extended deadlines to file sign language videos instead of written documents, or to have a notice of consultation translated into sign language.
17. In a proceeding, the Commission often posts documents on its website that it did not create. These documents may not always be fully accessible. Because of this, the Rules of Procedure let parties request documents in alternative formats.
18. If someone requests accommodations to appear at a hearing, they should make a request within the first 30 days after the application or notice of consultation is posted on the Commission’s website. They should make their request at the same time they file their comments and ask to appear at the hearing.
19. For example, a party wanting to appear at a hearing can ask for sign language interpretation (such as ASL, LSQ, or tactile interpretation), support for their service animal, or additional time or a calmer environment to prepare for their presentation in front of the Commission.
20. Parties may be receiving personal support services for daily needs, including communication, mobility, personal care, or medical needs. Commission staff cannot provide these services (like the administration of medication) or arrange for the provision of these services. However, Commission staff will work with parties appearing at hearings to accommodate their personal support services. 
21. Making requests within the timelines set out above helps proceedings run smoothly and gives Commission staff time to make necessary arrangements.
22. Accommodation requests should be filed in one of two ways:
    • in the party’s intervention – that is, their written comments that respond to an application or notice of consultation:
      • parties can file interventions by using a form on the Commission’s website. This form can be found under the “All Public Proceedings Open for Comment” webpage, by clicking the “Submit” button next to the specific proceeding the party wants to participate in; or
    • by sending an email to hearing@crtc.gc.ca.
23. When a party requests accommodation using the intervention form, they will automatically receive an email acknowledging receipt. When a party requests accommodation by email, Commission staff will acknowledge receipt of the request, usually within 2 business days.
24. Commission staff might ask the requester for more information to better understand their needs. Communications with parties will take their specific needs into account.
25. Parties can get more information about accommodations in public proceedings by sending an email to hearing@crtc.gc.ca.

How the Commission considers accommodation requests

26. These are the guiding principles the Commission follows when considering accommodation requests:
    • All parties are treated with dignity and respect.
    • Parties have the chance to participate fully and meaningfully.
    • Accommodation is a shared responsibility and collaborative process.
    • The Commission is sensitive to the privacy of parties requesting accommodations.
27. In dealing with accommodation requests, the Commission also considers the following factors:
    • the situation of the requester and their reasons for the request;
    • whether accessibility measures already in place could meet the accommodation request;
    • the type of proceeding, when the request is made, any time constraints on the proceeding, and the procedural fairness rights of all parties; and
    • the requester’s legal rights and the Commission’s legal duties.
28. All accommodation requests are considered on a case-by-case basis, and, in some cases, there may be other relevant factors.
29. For example, if a party requests a deadline extension late in the proceeding, and granting the request would delay a resolution, this could negatively impact other parties. Therefore, the request may be denied.
30. If a party requests sign language interpretation to present at a hearing, and the request is made at the same time the party files their intervention, it would usually be granted. This would help the party participate in a meaningful way and there would be enough time to make the necessary arrangements.

What happens after a party makes an accommodation request?

31. When a party makes an accommodation request, it is reviewed by Commission staff based on the guiding principles and factors. In straightforward cases, staff will arrange the accommodations and communicate this to the requester as quickly as possible.
32. In other cases, Commission staff may need direction from Commissioners, who are responsible for making formal Commission decisions. In those cases, they will present the request to Commissioners for a decision and will inform the requester that this has been done.
33. The Commission makes its decision based on the evidence in front of it, using the guiding principles and factors. The Commission will communicate its decision to the requester along with the reasons why the request is being granted in full, granted in part, or denied.
34. The time it takes staff or Commissioners to address a request depends on the type of request and the type of proceeding.
35. The Commission respects the privacy of parties requesting accommodation. However, in some cases, it may be necessary to let other parties comment on the request. This would happen when the Commission needs to understand whether granting the request would affect other parties.
36. For example, a request for a deadline extension could delay the proceeding. The Commission may want to know whether the delay could impact other parties and might ask other parties to comment. Some parties might say a delay would negatively impact them. Other parties may support the request and want to benefit from similar timelines.
37. A request for accommodation to present at a hearing would not usually affect other parties. Therefore, the Commission will not usually ask other parties to comment on these requests.

How accommodations at hearings work

38. If a party makes an accommodation request for their appearance at a hearing and the request is granted, the Commission will confirm a specific date for the party’s presentation as soon as this is known. This way, the requester should have sufficient time to prepare. Parties being accommodated will also receive a time for their appearance, which will usually be early in the day in question.
39. When the Commission confirms this information, it will also communicate a decision on the party’s accommodation request if it has not already been provided to the requesting party.
40. Unless there are circumstances beyond the Commission’s control, it will not change the presentation arrangements for parties who are being accommodated. If necessary, the Commission will reschedule other parties’ presentations to ensure that those who are being accommodated appear as scheduled. However, if changes are unavoidable, the accommodated party will receive an explanation for why the changes were necessary.

Support during a hearing

41. During a hearing, members of Commission staff are in the hearing room. These staff are identified by place cards that state their names and positions.
42. The Hearing Secretary is responsible for ensuring approved accommodation measures are in place. During the hearing, they can assist parties with accommodations, as required.
43. For example, if the hearing schedule changes during a hearing, a party can request updates from the Hearing Secretary.
44. A party may only realize they need accommodations once the hearing begins. If this happens, the Hearing Secretary can answer questions and help work out the best way forward.
45. The Hearing Secretary can be reached in person or by email at hearing@crtc.gc.ca.

Accessibility training at the Commission

46. Commission staff members have received training on accommodation requests, and training will continue as appropriate. The goal is to ensure that Commission staff members understand these guidelines and understand how to handle accommodation requests.
47. Commissioners also receive regular information and briefing sessions to keep them appraised of accessibility issues and the needs of Canadians with disabilities.

How to give feedback

48. The Commission has a feedback process that anyone can use to identify accessibility barriers they have experienced in dealing with the Commission. To comment on these guidelines, or how they are being applied, people can use the feedback process or send an email to accessible@crtc.gc.ca.
49. The Commission welcomes accommodation requests and feedback on its practices. It may update these guidelines from time to time based on feedback and experience.

Secretary General

Date modified:

2025-05-14