Report on Accessibility 2024-2025

Canadian Radio-television and Telecommunications Commission

The Honourable Steven Guilbeault, P.C., M.P.
Minister of Canadian Identity and Culture and Minister responsible for Official Languages

Catalogue No. BC9-32E-PDF
ISSN 2564-0844

From the Minister
Chairperson and Chief Executive Officer’s message
Introduction
Results
Observations
Appendix

From the Minister

The Canadian Heritage Portfolio, which includes the Canadian Radio-television and Telecommunications Commission (CRTC), plays an important role in creating a barrier-free country, where every person has access to quality programs and services.

The Accessible Canada Act came into force in July 2019 and declared that all persons, regardless of their disabilities, are entitled to full and equal participation in society. It also requires that laws, policies, programs, services and structures be designed with accessibility in mind. As a result, the CRTC is required to report annually on specific accessibility indicators about the industries it regulates.

Over the past year, the CRTC has made important advances by making inquiries into how the broadcasting and telecommunications sectors it regulates could improve the accessibility of services offered to Canadians. This includes requiring broadcasters to report the accuracy of closed captioning services and ensuring telecommunications service plans are available that accommodate persons with disabilities, among others. The CRTC is also displaying a commitment to accessibility by extending the comment period on its public consultations to give persons with disabilities sufficient time to share their lived experiences and perspectives.

I am pleased to present the CRTC’s Report on Accessibility for 2024–25. I would like to highlight the Commission’s ongoing efforts to include accessibility issues in everything it does. I hope you will enjoy reading this report.

The Honourable Steven Guilbeault

Minister of Canadian Identity and Culture and Minister responsible for Official Languages

Chairperson and Chief Executive Officer’s message

I am pleased to submit the CRTC’s Report on Accessibility for 2024-25.

Over the past year, the CRTC has continued to take concrete action to help identify, remove and prevent barriers for persons with disabilities in the sectors we regulate.

We launched public consultations on closed captioning, described video, and audio description to help ensure broadcasters and online streaming services offer programming that is accessible to persons with disabilities. We completed our review of the video relay service policy – an essential tool for sign language users and voice telephone users to communicate with each other. We also continued to improve the accessibility of our proceedings by accepting submissions in sign language.

Together with our partners, we remain committed to helping advance these initiatives as we work toward a fully accessible, barrier-free communications system.

Vicky Eatrides

Chairperson and Chief Executive Officer

Introduction

The Canadian Radio-television and Telecommunications Commission (CRTC) is an independent quasi-judicial tribunal that regulates the Canadian communications sector in the public interest. It holds public consultations on broadcasting and telecommunications matters and makes decisions based on the public record. The CRTC is committed to helping ensure communications services are more accessible and useable by persons with disabilities.

The Accessible Canada Act (ACA) took effect in July 2019. It amended the Canadian Radio-television and Telecommunications Commission Act to increase accountability and transparency through an annual reporting requirement. As the regulatory body responsible for overseeing the broadcasting and telecommunications industries, the CRTC is committed to the ACA’s goal of making Canada barrier-free by 2040.

In 2024–25, the CRTC launched public consultations on accessible programming for persons with disabilities and updated its video relay service (VRS) policy. As part of a series of consultations on telecommunications services, the CRTC has also been focusing on the accessibility of making shopping for Internet services easier and on self-service options that allow Canadians to make changes to their Internet and cellphone service plans.

In addition, the CRTC continued to improve the accessibility of its public consultation processes by removing barriers to the participation of persons with disabilities in the policy-making process consistent with the principle of “nothing about us without us” that underlies the ACA. For example, for a number of its consultations, the CRTC accepted comments in American Sign Language (ASL) or Langue des signes québécoise (LSQ) with extended deadlines to allow persons with disabilities additional time to share their perspectives.

The CRTC keeps the public up to date on the specific accessibility measures and actions it has taken for the industries it regulates. What follows are the results for the 2024-25 fiscal year.

Results

Broadcasting Act and Telecommunications Act

In 2024-25, the CRTC continued to monitor the implementation of the accessibility reporting requirements of broadcasting and telecommunications service providers under the ACA.^{Footnote 1}

Compliance with the CRTC Accessibility Reporting Regulations

The CRTC is responsible for implementing accessibility reporting rules for the broadcasting and telecommunications industries under the ACA. The CRTC Accessibility Reporting Regulations came into force in 2021 and include a requirement for service providers to establish an accessibility feedback process, to publish an accessibility plan and progress reports, and to notify the CRTC by specific dates once they have done so.

During the 2024-25 fiscal year, service providers were required to do the following by June 1, 2024:

Large companies (100 or more employees) – publish their first progress reports and notify the CRTC.
Mid-sized companies (10-99 employees) – publish their initial accessibility plans and notify the CRTC.

The CRTC reviews these documents with an emphasis placed on those of the larger companies (i.e., companies with 100 or more employees), which provide service to the majority of Canadians.

Broadcasting Act

The CRTC conducted four inquiries related to identifying, removing and preventing barriers under the Broadcasting Act, as described below.^{Footnote 2} Since these inquiries are either ongoing or did not uncover significant compliance issues, no further action was necessary with respect to measures like orders or notices of violation.^{Footnote 3}

Television distribution and programming services

Starting in March 2024 and continuing in 2024-25, the CRTC held a public proceeding to consider a complaint about the accessibility of certain television distribution and programming services for persons who are blind or partially sighted. To support full participation, the CRTC extended the comment period to help ensure that persons with disabilities had additional time to share their perspectives.

Public consultations on accessible programming

In June 2024, the CRTC launched public consultations on closed captioning and on described video and audio description. Closed captioning is an accessibility measure that can remove barriers for persons who are Deaf or hard of hearing,^{Footnote 4} while described video and audio description are accessibility measures that can remove barriers for persons who are blind or partially sighted.^{Footnote 5}

For the notice of consultation on closed captioning, the CRTC published it in ASL and LSQ. Individuals were also able to submit their comments in ASL or LSQ. All comments and sign-language video transcripts will form part of the public record and will inform the CRTC’s decision. The CRTC also extended the comment period of both public consultations to give persons with disabilities additional time to share their perspectives.

These consultations will help ensure that barriers are identified, removed and prevented and that broadcasters, including online streaming services, offer programming that is accessible to persons with disabilities.

Compliance reports on closed captioning accuracy rate for live television programming

Canadians who use and rely on closed captioning to access television programming should have access to the highest possible quality of closed captioning for live programming. There are two distinct regulatory frameworks for closed captioning: one for the English-language market^{Footnote 6} and one for the French-language market.^{Footnote 7}

Generally, broadcasters are required to measure the accuracy rate of live closed captioning for two programs each month and to report to the CRTC either annually or biannually on their efforts to improve the accuracy of closed captioning of live programming. In cases of repeated non-compliance with the expected accuracy rate, the CRTC may explore imposing additional regulatory requirements.

Telecommunications Act

The CRTC conducted five inquiries related to identifying, removing and preventing barriers under the Telecommunications Act, as described below.^{Footnote 8} Since these inquiries are either ongoing or did not uncover significant compliance issues, no further action was required with respect to measures like orders or notices of violation.^{Footnote 9}

Updated VRS Regulatory Policy

VRS is a basic telecommunications service that enables people with hearing or speech disabilities who use sign language to communicate with voice telephone users. The service is available throughout Canada, 24 hours a day, 7 days a week.

In February 2025, the CRTC published an updated regulatory policy , confirming that VRS remains a basic telecommunications service that must be made available in Canada. The updated regulatory policy gave the Canadian Administrator of VRS (CAV) the flexibility and resources to enhance the service to meet the evolving needs of its users and to make use of advances in technology. It will also help to advance:

Inclusivity and diversity including by requiring the CAV to update the language of their mandate to reflect inclusivity, diversity, and intersectionality, as well as having representation from Indigenous and Deafblind communities on the CAV’s board of directors to ensure the CAV considers the perspectives and lived experiences of these communities;
Reconciliation with Indigenous peoples including by requiring the CAV to engage on an ongoing basis with current or potential VRS users who self-identify as Indigenous and who use ASL or LSQ to understand their specific needs and how VRS could be enhanced to meet those needs;
Usability by updating minimum requirements for accessibility features, including improved call notifications; and
Transparency and accountability including by requiring the CAV to publish a summary of its annual report on its website in ASL and LSQ and requiring the CAV to provide more information in its annual report and on its website about all VRS outages.

Summaries of the updated regulatory policy were published in ASL and LSQ.

Routing of 9-8-8 calls and texts

In January 2025, the CRTC launched a public proceeding to seek comments on how to improve the routing of 9-8-8 calls and texts. 9-8-8 provides anyone in Canada with bilingual, trauma-informed, and culturally appropriate support for mental health crisis and suicide prevention. The Public Health Agency of Canada (PHAC) oversees funding and administration of the 9-8-8 helpline, and the service is delivered by the Centre for Addiction and Mental Health (CAMH). The CRTC is responsible for directing telecommunications service providers to make the necessary network modifications to implement 9-8-8 and any subsequent improvements. PHAC and CAMH have raised concerns about the current 9-8-8 call routing method, which is based on a caller's area code and not their physical location. This could impact call centres’ ability to connect callers with local emergency services and resources.

To help ensure that the service meets the needs of callers who use VRS to access
9-8-8, the CRTC invited comments from the CAV, including on potential alternative routing solutions for these calls. This will help identify any existing barriers and help prevent new barriers to the use of the 9-8-8 service, including for individuals who are Deaf or hard of hearing.

Public consultation on shopping for home Internet services

In December 2024, the CRTC launched a public hearing to make it easier for consumers to shop for Internet services. It is considering standardizing information like price and speed in a broadband consumer label to help Canadians easily compare plans. As part of the consultation, the CRTC stated that any broadband consumer label it adopts must be machine-readable. This will help ensure that assistive technologies can easily interpret and present the information to users, thereby improving accessibility for persons with disabilities. The CRTC is also seeking feedback on any other accessibility-related considerations to further enhance its efforts in making broadband consumer labels accessible for all.

The CRTC published the notice of hearing in ASL and LSQ and accepted comments in the two sign languages. All comments and sign-language video transcripts will form part of the public record and will inform the CRTC’s decision.

Public consultation on Internet and cellphone service plans (self-service mechanisms)

In November 2024, the CRTC launched a public consultation on making it easier to choose an Internet or cellphone service or to modify existing plans by enhancing self-service options. The CRTC is examining what self-service options currently exist and their accessibility for persons with disabilities. To support full participation, the CRTC extended the comment period to give persons with disabilities sufficient time to share their perspectives.

Compliance reports filed by cellphone companies

With the regulatory policy Mobile wireless service plans that meet the needs of Canadians with various disabilities, the CRTC put measures in place to make it easier for persons with disabilities to find and subscribe to accessible cellphone plans that work best for them.

These measures require cellphone companies to send the CRTC a yearly report about their consultations with persons with disabilities and their accessible plan offerings. The CRTC makes these reports public and welcomes feedback from persons with disabilities.

Observations

Implementation of Next Generation 9-1-1

Access to emergency services is critical for everyone, including persons with disabilities.

Next Generation 9-1-1 (NG9-1-1) is a new and improved 9-1-1 service.^{Footnote 10} Once launched, NG9-1-1 will give Canadians and first responders tools that will provide quicker and more accessible communication during emergencies. These tools include the ability for Canadians to interact with 9-1-1 call centres by sending texts, including with pictures, videos and location information. This will benefit and enhance the safety of all Canadians, including the Deaf and hard of hearing communities, and individuals with speech disabilities. The CRTC acknowledges the importance of NG9-1-1 and will continue to support the transition within its mandate. Similar updates may also be required to improve the accessibility of 9-8-8.

Public Interest Participation

The CRTC launched a public consultation on how it can better support people, including public interest groups, to participate in its proceedings. One of the goals of this proceeding is to ensure that funding is broadened to better reach individuals and public interest groups representing a diverse range of perspectives, including persons with disabilities.

VRS and Indigenous Sign Languages

Indigenous peoples who are Deaf should have the opportunity to communicate using an Indigenous Sign Language (ISL). In its updated VRS regulatory policy, the CRTC announced that it intends to launch a consultation to gain a better understanding of how ISLs are used in Canada, how many people rely on ISLs, and the availability of interpreters who can sign in these languages. This will provide the CRTC the information it needs to assess how it can promote and support the use of ISLs in VRS.

Appendix

Results

*Broadcasting Act*
Measure	Number of Incidences
Proceedings related to identifying, removing and preventing barriers^{Footnote 11}	4
Proceedings related to accessibility reporting requirements^{Footnote 12}	1
Orders related to identifying, removing and preventing barriers^{Footnote 13}	nil
Orders related to accessibility reporting requirements^{Footnote 14}	nil
Notices issued for violating requirements related to identifying, removing and preventing barriers^{Footnote 15}	nil
Notices issued for violating accessibility reporting requirements^{Footnote 16}	nil

*Telecommunications Act*
Measure	Number of Incidences
Inspections to ensure compliance with requirements related to identifying, removing and preventing barriers^{Footnote 17}	nil
Inspections related to accessibility reporting requirements^{Footnote 18}	nil
Orders related to identifying, removing and preventing barriers^{Footnote 19}	nil
Orders related to accessibility reporting requirements^{Footnote 20}	nil
Notices issued for violating requirements related to identifying, removing and preventing barriers^{Footnote 21}	nil
Notices issued for violating accessibility reporting requirements^{Footnote 22}	nil
Proceedings related to identifying, removing and preventing barriers^{Footnote 23}	5
Proceedings related to accessibility reporting requirements^{Footnote 24}	1

Footnotes

Footnote 1

Inquiries conducted under subsection 12(1) of the Broadcasting Act in relation to sections 42 to 44 of the Accessible Canada Act and Inquiries conducted under subsection 48(1) of the Telecommunications Act in relation to sections 51 to 53 of the Accessible Canada Act.

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Footnote 2

Inquiries conducted under subsection 12(1) of the Broadcasting Act

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Footnote 3

The CRTC has nothing to report under these provisions: Orders made under subsection 12(2) of the Broadcasting Act; Orders made under subsection 12(2) of the Broadcasting Act in relation to the identification, removal and prevention of barriers; Orders made under subsection 12(2) of the Broadcasting Act in relation to sections 42 to 44 of the Accessible Canada Act; Notices of Violation issued under section 34.8 of the Broadcasting Act in relation to contraventions of a regulation or order made under Part II of that Act in relation to the identification, removal and prevention of barriers; Notices of Violation issued under section 34.8 of the Broadcasting Act in relation to any of subsections 42(1) to (4) and (7), 43(1) to (3) and 44(1) to (3) and (6) of the Accessible Canada Act.

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Footnote 4

Closed captioning enables persons who are Deaf or hard of hearing to have full access to audio-visual content by displaying what is being said and providing additional contextual information for the viewer by describing who is speaking, what music is playing, and other audible cues.

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Footnote 5

Described video and audio description enable persons who are blind or partially sighted to have full access to visual content. Described video provides a narration of important visual details and information about actions, characters, scene changes and on-screen text that cannot be understood from the main soundtrack alone. Audio description is often used for information-based programming (including newscasts, weather reports, sports scores and financial data) and provides a voice-over description of key elements such as text and graphics that appear on the screen.

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Footnote 6

See Broadcasting Regulatory Policy 2019-308 and 2019-308-1 for more information.

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Footnote 7

See Broadcasting Regulatory Policy 2011-741 and 2011-741-1 for more information.

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Footnote 8

Inquiries conducted under subsection 48(1) of the Telecommunications Act.

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Footnote 9

The CRTC had nothing to report under these provisions: Inspections conducted under section 71 of the Telecommunications Act in relation to compliance with decisions made under the Act in relation to the identification, removal and prevention of barriers; Inspections conducted under section 71 of the Telecommunications Act in relation to sections 51 to 53 of the Accessible Canada Act; Orders made under section 51 of the Telecommunications Act in relation to the identification, removal and prevention of barriers; Orders made under section 51 of the Telecommunications Act in relation to sections 51 to 53 of the Accessible Canada Act; Notices of violation issued under section 72.005 of the Telecommunications Act in relation to contraventions of decisions made under that Act in relation to the identification, removal and prevention of barriers; Notices of violation issued under section 72.005 of the Telecommunications Act in relation to any of subsections 51(1) to (4) and (7), 52(1) to (3) and 53(1) to (3) and (6) of the Accessible Canada Act.

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Footnote 10

Telecom Regulatory Policy CRTC 2017-182, Telecom Decision CRTC 2021-199, and Telecom Decision CRTC 2025-67.

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Footnote 11

Inquiries conducted under subsection 12(1) of the Broadcasting Act in relation to the identification, removal and prevention of barriers.

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Footnote 12

Inquiries conducted under subsection 12(1) of the Broadcasting Act in relation to sections 42 to 44 of the Accessible Canada Act.

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Footnote 13

Orders made under subsection 12(2) of the Broadcasting Act in relation to the identification, removal and prevention of barriers.

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Footnote 14

Orders made under subsection 12(2) of the Broadcasting Act in relation to sections 42 to 44 of the Accessible Canada Act.

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Footnote 15

Notices of violation issued under section 34.8 of the Broadcasting Act in relation to contraventions of a regulation or order made under Part II of that Act in relation to the identification, removal and prevention of barriers.

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Footnote 16

Notices of violation issued under section 34.8 of the Broadcasting Act in relation to any of subsections 42(1) to (4) and (7), 43(1) to (3) and 44(1) to (3) and (6) of the Accessible Canada Act.

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Footnote 17

Inspections conducted under section 71 of the Telecommunications Act in relation to compliance with decisions made under that Act in relation to the identification, removal and prevention of barriers.

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Footnote 18

Inspections conducted under section 71 of the Telecommunications Act in relation to sections 51 to 53 of the Accessible Canada Act.

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Footnote 19

Orders made under section 51 of the Telecommunications Act in relation to the identification, removal and prevention of barriers.

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Footnote 20

Orders made under section 51 of the Telecommunications Act in relation to sections 51 to 53 of the Accessible Canada Act.

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Footnote 21

Notices of violation issued under section 72.005 of the Telecommunications Act in relation to contraventions of decisions made under that Act in relation to the identification, removal and prevention of barriers.

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Footnote 22