Appendix A: Provisions of accessibility-related regulations (ATPDR)

When CATSA makes information available to the public about any transportation-related service or facility, CATSA must ensure that:

• If the information is made available in an electronic format, the format is compatible with adaptive technology that is intended to assist persons with disabilities;
• If the information is made available only in a paper format, it is made available, on request, in large print, in Braille or in an electronic format;
• If the information is made available in an audio format, it is made available, on request, in a visual format; and
• If the information is made available in a visual format, it is made available, on request, in an audio format.

When a request is made, CATSA must provide the information in the requested format without delay.

Information to be published
s. 5

CATSA must publish, including on its website, the following information:

• A notice that CATSA is subject to the Accessible Transportation for Persons with Disabilities Regulations and the provisions of the Regulations that apply to CATSA (Parts 1 and 5 at ss. 4-22, 232, 233, 235);
• The services that CATSA offers to persons with disabilities and any conditions that apply to those services; and
• The complaint resolution services that CATSA offers and how a passenger may access those services.

CATSA must ensure that its personnel who interact with passengers in the course of carrying out their functions take into account the following when communicating with a person with a disability:

• The nature of the person’s disability, particularly if the person is blind or deaf or has any other visual or hearing impairment or if the person has a communication impairment;
• Whether the person uses an assistive device to assist them to hear, see or communicate; and
• Whether there are methods of communication that may be used by the person or that may facilitate communication with the person, such as an augmentative or alternative communication system, sign language or clear, concise and plain language.

If CATSA makes a telephone number available to the public that may be used to make travel reservations or obtain information about the provider’s transportation-related services or facilities, it must:

• Offer to persons who are deaf or have any other hearing impairment, or who have a communication impairment, the option of doing those things by means of an email or a third party’s telephone relay or video relay service; and
• Publish, in every instance that it publishes a telephone number that may be used to do those things, along with that telephone number, a description of how a person may access the services referred to above, including CATSA’s email address and the third party’s telephone number for telephone relay or video relay service.

If CATSA makes a website available to the public that may be used to obtain contact information for CATSA, to make or modify a reservation or check in, it must:

• Offer to persons with disabilities the option of doing those things by means of a communication system that does not require the use of a website, such as by means of a telephone, an email or a third party’s telephone relay or video relay service; and
• Publish, in every instance that it publishes the address of the website that may be used to do those things, along with that website address, a description of how a person may access the services referred to above, including CATSA’s telephone number and email address and the third party’s telephone number for telephone relay or video relay service.

CATSA must ensure that every website (including mobile website and application) that it owns, operates or controls and that is available to the public meets the requirements for a Level AA conformance that are set out in the Web Content Accessibility Guidelines.

Automated self-service kiosks
s. 11-12

In Force: June 25, 2023
s. 243(2)

If CATSA owns, operates or controls the hardware components of an automated self-service kiosk that is available for public use in a terminal, or owns, operates or controls the software components of such a kiosk, CATSA must ensure that the hardware components or the software components, as the case may be, meet the requirements set out in clauses 1.4 and 3 to 7 of Annexes B and C, excluding the notes accompanying those clauses, of the National Standard of Canada CAN/CSA-B651.2-07 (R2017).

If CATSA owns, operates or controls the hardware components of an automated self-service kiosk that is available for public use in a terminal, CATSA must ensure that the kiosk is visually and tactilely discernable by an International Symbol of Access that is affixed to the front of it.

CATSA must, on the request of a person with a disability, assist the person, without delay, to use any automated self-service kiosk referred to above.

CATSA must ensure that any automated self-service kiosk referred to above is in good working order and is properly maintained.

If the automated self-service kiosk is not in good working order, CATSA must ensure that it is repaired as soon as possible and, until it is repaired, CATSA must provide the following services to a person with a disability:

• Directing the person to the nearest working automated self-service kiosk that offers the same service as that provided by the kiosk that is not in good working order and, on the request of the person, assisting that person in using that kiosk; or
• Permitting the person to advance to the front of the line at a counter where they will be provided the same service as that provided by the automated self-service kiosk that is not in good working order.

General Training

Personnel who may be required to interact with the public or to participate in making decisions or in developing policies or procedures in relation to the requirements of these Regulations must receive training that provides them with an adequate level of knowledge and skills to carry out those functions, including training with respect to the requirements of these Regulations and the policies and procedures of CATSA with respect to persons with disabilities.

The training must provide an adequate level of knowledge in respect of:

• The principle that all persons must be treated with dignity regardless of their disabilities;
• The principle that all persons must have the same opportunity to make for themselves the lives that they are able and wish to have regardless of their disabilities or of how their disabilities interact with their personal and social characteristics;
• The principle that all persons must have barrier-free access to full and equal participation in society, regardless of their disabilities;
• The principle that all persons must have meaningful options and be free to make their own choices, with support if they desire, regardless of their disabilities;
• The different types of barriers that may hinder equal access to transportation services for persons with disabilities;
• The various types of assistance that may be needed by persons with disabilities and the duties of CATSA in relation to those needs, including (1) the type of assistance that they must provide to persons with disabilities, and (2) the assistive devices that are commonly used by persons with disabilities and the methods of communication that may be used by, or may facilitate communication with, persons with disabilities, such as an augmentative or alternative communication system, sign language or clear, concise and plain language;
• Communication with persons with disabilities in accordance with section 6 of the Regulations (Communication, above) and how to interact with them in a manner that respects their autonomy and dignity;
• The role of a support person; and
• The role and needs of a service dog.

Physical Assistance

Personnel who may be required to provide physical assistance to a person with a disability in the course of carrying out their functions must receive training that provides an adequate level of knowledge and skills to carry out those functions, including training on how to:

• Seek information from the person with respect to their preferred method of assistance and any other measures they may require to ensure their safety and comfort;
• Maneuver mobility aids through doors and on irregular and multi-level surfaces, steps, curbs and elevators;
• Transfer the person between their own mobility aid and a mobility aid provided by CATSA and between a mobility aid and the person’s passenger seat, including performing appropriate lifting techniques to perform various types of transfers of the person with maximum consideration for their dignity, safety and comfort;
• Guide and orient a person whose impairment affects their mobility; and
• Assist a person who has limitation in balance, agility or coordination that affect their mobility.

Handling Mobility Aids

Personnel who may be required to handle mobility aids in the course of carrying out their functions must receive training that provides an adequate level of knowledge and skills to carry out those functions, including training with respect to:

• The different types of mobility aids; and
• The requirements and appropriate methods for transporting and storing mobility aids, including the disassembling, packaging, unpackaging and reassembling of mobility aids.

Using or Assisting with Special Equipment

Personnel who may be required to use, or to assist a person with a disability in using, any special equipment in the course of carrying out their functions, must receive training that provides an adequate level of knowledge and skills to carry out those functions.

“Special equipment” includes telecommunications devices for persons who are deaf or who have any other hearing impairment; any level-change device (e.g. lifts or ramps); an on-board electrical power supply; a device for the connection of on-board auxiliary respirator systems; an on-board entertainment system that is accessible to persons with disabilities; and an automated self-service kiosk that is accessible to persons with disabilities.

CATSA must ensure that:

• Personnel have completed training suitable to the requirements of their functions within 60 days after the day on which the member assumes those functions;
• All personnel who have not completed the training that is suitable to the requirements of their functions carry out their functions under the direct supervision of a person who has completed that training; and
• Al personnel who have received required training also receive, at least once every three years, refresher training that is suitable to the requirements of their functions.

CATSA must implement and maintain each training program for personnel in accordance with the following requirements:

• The training program must include the information set out in Schedule 1 of the Regulations;
• The training program must be available for inspection by the Canadian Transportation Agency; and
• Any new information that is referred to in section 22 (above) must be incorporated in the training program as soon as feasible.

CATSA must consult persons with disabilities in the development of each training program and the principal training methods.

CATSA must, as soon as feasible, make available any information about a training program that is set out in Schedule 1, except any personal information or confidential business information, to any person who requests that information.

During the security screening process, CATSA must, on the request of a person with a disability, provide the following services without delay:

• Expediting the security screening process by directing the person, and any support person travelling with them, to the front of a line or to any other line that is intended to expedite the security screening process;
• Permitting a representative of an air carrier or an individual with a security pass issued by an air carrier or the airport to accompany the person through the security screening checkpoint;
• Assisting the person with proceeding through the steps of the security screening process, including by providing verbal or visual cues or additional instructions; and
• Assisting the person with the placement of carry-on baggage and personal items on a screening belt and with their retrieval.

CATSA must, when screening a person with a disability who uses an assistive device or who is travelling with a support person or a service dog, make a reasonable effort to carry out the screening simultaneously with the screening of the person’s assistive device, support person or service dog, as the case may be.

If CATSA removes an assistive device from a person with a disability for a separate screening, CATSA must immediately return the assistive device to the person after it has been screened.

If CATSA removes an assistive device that is a mobility aid from a person with a disability for a separate screening, CATSA must offer a chair to the person while the mobility aid is being screened.

In any areas of a terminal that are used for the purposes of security screening, CATSA must, with respect to any signage that is under its control, ensure that the signage:

• Is located at strategic points throughout those areas, such as close to washrooms and exits;
• Is positioned to avoid shadow areas and glare and have a glare-free surface;
• Is colour contrasted with its background; and
• Except in the case of electronic signage, meets the requirements set out in clauses 4.5.3 to 4.5.7 of CSA B651-18.

CATSA must ensure that electronic signage:

• Has letters, numbers, symbols and pictographs that slowly scroll across the screen and are colour-contrasted with their background but are not in red on a black background; and
• Meet the requirements set out in clauses 4.5.3 to 4.5.5 of CSA B651-18.