2026-2028 Indigenous Services Canada and Indian Oil and Gas Canada Accessibility Plan

Table of contents

Message from the Deputy Minister and Associate Deputy Minister

"There is a teaching among our Peoples, that Persons with disabilities are a gift from the Creator to remind us of our humanity as they teach us to love, have compassion and be creative.

It is Persons with disabilities who inspire us, to progress our humanity by stimulating creative ideas, in order to make significant and meaningful changes to our world."

Knowledge Circle for Indigenous Inclusion
Indigenous Cultures, Protocols and Accessibility Resource Centre

For many Indigenous cultures, persons with disabilities are seen as an integral part of the community. They recognize and honour these distinct gifts, reminding us of our shared humanity and encouraging us to lead with empathy, creativity and respect.

Their lived experiences challenge us to think differently, to remove barriers and to build systems that reflect the diversity, dignity and strength of all people.

We are pleased to share Indigenous Services Canada (ISC)'s and Indian Oil and Gas Canada (IOGC)'s 2026–2028 Accessibility Plan. This plan reflects our ongoing commitment to creating an inclusive and barrier-free workplace and service culture, guided by Indigenous perspectives. It is part of a broader journey, one that requires humility, sustained collaboration and a willingness to evolve.

As a department still shaping its identity, ISC continues to confront the legacy of colonial systems that have impacted our relationships with First Nations, Inuit and Métis communities and people. These realities demand thoughtful, transformative actions. Every step we take toward accessibility and inclusion strengthens our ability to serve with integrity and compassion. Ensuring ISC is a diverse workplace that includes persons with disabilities, both visible and non-invisible, is also a departmental commitment reflected in the Employment Equity, Diversity and Inclusion Action Plan.

We are proud to be part of 2 key interdepartmental accessibility focused initiatives: the Better Accommodation Project (BAP) and the digital Government of Canada Accessibility Passport (GC Accessibility Passport). These tools are helping us modernize our workplace and ensure that accessibility is embedded in our daily practices.

We also recognize the importance of applying an Indigenous lens to accessibility, one that respects cultural protocols, traditional knowledge and the lived realities of Indigenous persons with disabilities. This lens is essential to ensuring that our efforts are not only inclusive, but also culturally safe and relevant.

We extend our sincere thanks to the Accessibility Employee Network, our Employee Champions, as well as our Departmental Accessibility Champion and the internal services teams who contributed to this work. We also recognize the ongoing collaboration with Indigenous employees, other networks and ISC and IOGC's diverse clientele, whose lived experiences and perspectives continue to shape inclusive, culturally respectful and community-informed accessibility practices across the department.

This plan supports the Government of Canada's commitment under the Accessible Canada Act (ACA) to identify, remove, and prevent barriers in workplaces, programs and services. It builds on ISC and IOGC's first Accessibility Plan (2023) and identifies the work we intend to undertake for the next three years to remove accessibility barriers, as we redesign many of our services, to support greater access.

Accessibility is not just a policy goal, it is a shared responsibility. It means creating environments where everyone feels welcome, valued and empowered to contribute. It means recognizing that barriers can be invisible, systemic and deeply rooted, and that addressing them requires intentional, sustained effort.

Together, we can build a future where accessibility is not an exception, but a standard that reflects the values of equity and inclusion, and respects Indigenous cultures, perspectives and the importance of reconciliation.

Thank you / Merci / Wela'lin / Ekosani / Miigwech / Meegwetch / Marsee / Mahseecho / Mutna / Wopida / Gunałchéesh / Hei / Marci Cho / ᖁᐊᓇᖅᑯᑎᑦ / Quanaqqutit / Nakurmik / Niá:wen / Kukwstsétsemc / Tiawenhk / Woliwun

Gina Wilson
Deputy Minister, Indigenous Services Canada

Michelle Kovacevic
Associate Deputy Minister, Indigenous Services Canada

General

At ISC and IOGC, we recognize that building an accessible environment goes beyond removing physical barriers. It requires ongoing reflection on our practices, systems, and ways of thinking. As a shared responsibility, accessibility is a driver towards a genuine transformation.

This Accessibility Plan represents a concrete commitment to improving the experience of our partners and employees, while acknowledging the diverse realities of Indigenous Peoples. We are committed to developing solutions, strengthening accommodation mechanisms and fostering a workplace culture where everyone can contribute meaningfully.

This plan is a living tool. It is grounded in active listening, continuous feedback and a commitment to making our work environments more equitable and inclusive.

We invite all those concerned to share their comments, suggestions and experiences. Together, we can advance accessibility in a meaningful and sustainable way. You may also use this contact information to request a copy of the Accessibility Plan in an alternate format (such as large font, braille, or to request a copy of the feedback process in an alternate format).

The Director, Workplace Programs and the Accessibility and Modern Workforce team is designated to receive feedback or alternate format requests on behalf of ISC and IOGC.

Email: accessibilityfeedback-retroactionaccessibilite@sac-isc.gc.ca

Mail: Indigenous Services Canada
HR Workplace Programs - Accessibility and Modern Workplace
1455-10 Wellington
Gatineau, Quebec, K1A 0H4
Canada

Phone: 1-800-567-9604

Executive summary

The Government of Canada is working towards increasing accessibility and meeting the regulations of the Accessible Canada Act (ACA), which focuses on ensuring that everyone can take part fully at work and in the community.

Since the implementation of our first Accessibility Plan (2023), we have been working to improve accessibility under each pillar, while respecting Indigenous ways of knowing, including the importance of relationships, community well-being and the inclusion of the whole person. To truly succeed in making accessibility a priority, we believe that intertwining our culture and accessibility is key and it informs our actions under our plan.

This plan was designed based on consultations across the organization, including sectors, and with external partners who represent and work with Indigenous communities, including persons with disabilities. Current initiatives underway include enhancements to the workplace accommodation process, ongoing modernization and accessibility upgrades of ISC facilities, such as renovations for universally accessible washrooms and installation of automatic door openers in key offices.

As part of our journey to improve the cultural safety of workplace accommodations, ISC joined a group of early adopters of the GC Accessibility Passport in 2023 and many of our employees with disabilities have used the Word version of the Passport to support conversations with their managers regarding workplace barriers they encounter and possible solutions. The digital version of the GC Accessibility Passport is being launched in early 2026 and will be promoting the Passport and offering information sessions throughout the next 3 years.

About this plan

This Accessibility Plan applies to 2 regulated organizations: Indigenous Services Canada (ISC) and Indian Oil and Gas Canada (IOGC).

In 2024, ISC reached a significant milestone in its development with the creation of its own Human Resources (HR) service, ending the shared service model with Crown Indigenous Relations and Northern Affairs Canada (CIRNAC) that had been in place since 2019. This change was more than structural. It marked a significant step in strengthening how the Accessibility Plan's actions are targeted, monitored and measured.

By integrating these actions into departmental reporting, ISC is seeking to embed accessibility into decision making across the organization. This approach ensures greater accountability, enables faster identification of progress and gaps, and drives consistent, meaningful change in removing barriers for our clients and employees alike. It also helps to align HR practices with Indigenous cultures and values, and to foster a commitment to diversity, inclusion, well-being and accessibility.

Consultations

ISC's consultations with our employees and managers with disabilities, as well as external partners and Indigenous communities, are crucial for developing a holistic accessibility plan. This inclusive approach ensures the plan reflects the lived experiences, diverse needs and perspectives of those directly impacted by accessibility barriers.

Incorporating a culture shift at multiple levels, within the workplace, across organizational systems, and in collaboration with Indigenous partners, helps create lasting change that goes beyond compliance. Together, these efforts identify real obstacles and deliver effective, culturally respectful solutions, fostering a truly barrier-free and inclusive environment.

ISC consulted internally and externally with the following groups between 2022 and 2025:

External consultations

As ISC's mandate is to provide direct service delivery to First Nations and Inuit communities and individuals, as well as to support the Métis Nation, the external consultation process focused on organizations and partners that directly represent the communities and individuals receiving services from ISC.

In 2022, ISC conducted external client consultations on accessibility for CIRNAC and ISC programs and services. External organizations who represent and support Indigenous individuals with disabilities were invited to individual and group interviews, and an online survey was also completed. The following external stakeholders were consulted:

  • Assembly of First Nations (AFN)
  • BC Aboriginal Network on Disability (BCANDS)
  • Canadian Roots Exchange
  • Indigenous Disability Canada (IDC)
  • Inuit Tapiriit Kanatami (IKT)
  • Métis National Council (MNC)
  • Native Women's Association of Canada
  • Nunavummi Disabilities Makinnasuaqtiit Society (NDMS)

This preliminary engagement with national and regional Indigenous partners who represented individuals with disabilities identified accessibility barriers with regard to ISC design and delivery of program services. Feedback collected highlighted barriers to accessing programs and services, and barriers to externally posted or circulated information.

Employees with disabilities

Recent internal consultations with employees with disabilities and sector leads expand on those conducted since 2022 within ISC. In Fall 2024, ISC's Accessibility Team held focus groups, in both official languages, on the accessibility barriers experienced by employees with disabilities for each of the seven main areas identified by the Accessible Canada Act (ACA). During the sessions, sector leads discussed the proposed actions and employees with disabilities provided their feedback.

Invitations to participate in these focus groups and to fill out an online survey were shared through the department newsletter (The Express), the Accessibility Employee Network and ISC's Inclusion, Diversity, Equity and Accessibility (IDEA) Task Force. The online questionnaire centered on the employment pillar, with a focus on the process for requests for accommodation, hiring, integration, retention, assessment, workload and the relationships between employees and managers within the Accommodation process.

Findings from our internal consultations with employees, managers with disabilities and sector leads were consistent with the department's Public Service Employee Survey (PSES) as both noted a significant increase in the number of requests for accommodations from 2020 to 2024. These findings support the department's continued focus on raising awareness and improving the workplace accommodation process.

As part of our commitment to improve accessibility, ISC joined the interdepartmental Better Accommodation Project (BAP) as a participating department. Through the BAP, we conducted an audit to look at our workplace accommodation process and identify opportunities to improve our current process and ultimately improve the experience of employees seeking disability-related workplace accommodations.

As part of the audit, 256 ISC employees with disabilities and 90 managers completed a survey regarding their experience with the workplace accommodation process. Additionally, small group interviews were also conducted with a subset of participants, to provide an opportunity to explore, in greater depth, the experiences of the participants. The findings of the external audit were very similar to the findings of our 2024 internal consultations led by the ISC Accessibility Team.

Also, as part of the BAP, ISC supported 2 virtual Indigenous Talking Circles. These sessions focused on exploring the experiences of Indigenous employees and managers with disabilities, in particular their experiences with disability-related workplace accommodations. The objective was to get a better understanding of the need for disability-related workplace accommodation to be provided in a culturally safe and informed perspective for Indigenous federal employees with disabilities.

The sessions were facilitated by an Indigenous Elder and an Indigenous facilitator, who are recognized for their wisdom and expertise related to disability, and were opened by Deputy Minister Champions, demonstrating senior leadership commitment to this issue. One session was held with Indigenous employees with disabilities, and a separate session was led with Indigenous managers. Indigenous public servants at the employee-level and manager-level from across the public service shared experiences and perspectives.

The Indigenous Talking Circles revealed a complex picture of the current accommodation system, with participants identifying both strengths and significant challenges. Participants acknowledged meaningful progress in recent years. The Accessible Canada Act has elevated attention to disability accommodation across federal structures. The participants noted that the establishment of Deputy Minister Champions for both Indigenous employees and employees with disabilities signals strong institutional commitment. Participants also shared that initiatives such as Elders Lodges have proven valuable in providing Indigenous employees with cultural support that enhances workplace wellness and productivity.

However, participants also identified systemic barriers to accessibility that require urgent attention. The accommodation process itself was described as overly complicated, bureaucratic and focused more on fiscal constraints than on meeting individual needs.

Employees reported experiencing the system as dehumanizing with lengthy delays sometimes lasting years, excessive documentation requirements, and processes that place undue burden on employees rather than employers.

Additional consultations with employees were also conducted in 2023, following the implementation of the Direction on Prescribed Presence in the workplace, to identify barriers that were not initially captured in the 2023 Accessibility Plan. The findings identified new barriers that emerged after the implementation of the Direction. These challenges were amplified by major renovation projects, the implementation of the GCWorkplace fit-up standards, and the relocation of several designated workspaces, resulting in negative impacts for employees with disabilities.

Initiating transformative change

We acknowledge that colonial systems have historically excluded Indigenous persons with disabilities. In our Accessibility Plan, we frame accessibility not just as a legal obligation, but as a transformative opportunity to:

This plan reflects a holistic and culturally informed lens, which is essential for meaningful reconciliation.

We acknowledge that when Indigenous Peoples utilize mainstream services offered by the federal government, the standards and cultural norms of non-Indigenous society are reinforced. Indigenous Peoples want appropriate programs and services that ensure the preservation of their cultures and their future well-being.

ISC and IOGC also recognize that systemic exclusion and discrimination have impacted racialized, Black and 2SLGBTQI+ communities, particularly those living with disabilities. These intersecting identities often face compounded barriers in accessing services, employment and equitable treatment. Our Accessibility Plan is committed to addressing these inequities by fostering environments that are not only physically accessible but also psychologically and culturally safe for all.

Building from previous consultations, our new Accessibility Plan calls for a fundamental change in perspective, one that sees accessibility as something for everyone. We believe that change will only occur once accessibility is woven into the culture of the organization, shaping how decisions are made and how services are delivered. This culture shift will be applied to each of the seven main areas of action identified in the Accessible Canada Act (as noted in the next section). Embracing this perspective helps ensure that inclusion is embedded from the outset, not treated as an afterthought, ultimately strengthening the department as a whole.

The plan integrates Indigenous cultures and protocols through resources like the Knowledge Circle for Indigenous Inclusion. This ensures that accessibility efforts are not just technical fixes but are rooted in respect for Indigenous perspectives, and inclusive of racialized, Black, and 2SLGBTQI+ voices: key aspects of decolonization and equity.

Areas described under article 5 of the Accessible Canada Act

The Accessible Canada Act (ACA) is a federal law that aims to identify, eliminate and prevent barriers experienced by persons with disabilities in the following seven areas for action:

Some areas under the Accessibility Plan overlap, or are closely interdependent, as they can address barriers and actions that might be complementary to one another even if they are not identified in the same area.

At ISC, most services are provided through transfer payment agreements to partners and Indigenous communities. However, the department continues to provide certain key services directly, including the following:

As part of maintaining these ongoing funding relationships, we have frequent and direct interactions with Indigenous partners. In addition, ISC maintains political and, in some cases, governance relationships with:

Our Accessibility Plan for ISC and IOGC focuses on the 7 areas of action mentioned in the Accessible Canada Act, and, for each of them, we identify barriers to accessibility, our objectives, and our commitments.

Employment

This area of action focuses on ensuring workplace activities such as hiring processes, training, performance reviews and accommodation requests are accessible to everyone.

Barriers in employment may include the following:

  • accommodation
  • hiring process
  • information sharing
  • integration
  • onboarding
  • retention

Ensuring ISC and IOGC are diverse workplaces that includes persons with disabilities, both visible and invisible, is a departmental commitment reflected in the Employment Equity, Diversity, and Inclusion Action Plan.

ISC and IOGC recognize that some employees and candidates with disabilities, like members of other equity-seeking groups including Indigenous and racialized individuals, may hesitate to self-identify or request accommodations due to fear of stigma, bias, or negative career impacts. These experiences can be compounded for individuals who hold multiple marginalized identities, underscoring the importance of an intersectional approach. To address this, we are working to build a culture of trust and psychological safety by promoting transparent, respectful and barrier-free staffing and assessment processes. This includes normalizing the use of accommodations, ensuring confidentiality, and embedding accessibility into all stages of recruitment and career development.

We are also working to support and develop managers' skills and awareness regarding workplace accommodations. With tools and guidance we will support conversations related to workplace accommodations, and offering training and clarity regarding the processes such as purchasing specialized equipment or modifying the built environment in the workplace to support employees needing accommodations.

We acknowledge that Indigenous employees with disabilities may face compounded barriers to self-identification and accessing accommodations, shaped by intersecting experiences of colonialism, ableism and systemic inequities. In response, ISC is working to build culturally safe, trauma-informed and accessible staffing and assessment processes that foster trust and respect. This includes normalizing accommodation requests, ensuring confidentiality and engaging Indigenous perspectives in the redesign of the Duty to Accommodate (DTA) process to better reflect the social model of disability and the lived realities of Indigenous persons with disabilities.

As part of this redesign, ISC is adopting a social model of accommodations for persons with disabilities focusing on removing systemic barriers rather than the traditional model which relies on medical documentation. This approach embraces a "yes by default" mindset, for low-cost accommodation measures, where the starting point is trust and support, and less reliance on medical certification. Findings from the BAP project found that traditional accommodation processes were often slow, unclear and costly to complete and required significant effort from employees and managers. These insights underscore the need for streamlined, transparent and inclusive approaches that prioritize dignity, autonomy and timely access to accommodations.

In the context of the current fiscal realities, ISC is prioritizing retention and redeployment supports for employees with disabilities, ensuring that processes are accessible, fair and trauma-informed. This includes ensuring accessible communications, providing accommodations during redeployment or transition and enhancing mental health and wellness supports tailored to the needs of persons with disabilities.

We recognize that there is still much we can do in this space and remain committed to integrating accessibility into every step of our operations as we create workplaces where employees can focus on contributing their skills, not overcoming barriers. We are expecting, with the commitments under this pillar, that significant, measurable improvements will be seen over the next two to three years.

Commitments under the employment pillar

Commitment 1: Implement and promote the digital GC Workplace Accessibility Passport and provide information sessions, together with the GC Workplace Accessibility Passport Ambassadors, to employees and managers, demonstrating how it can be used to support conversations with respect to accommodation needs.

Commitment 2: Develop and offer regular and ongoing training on the accommodation request process, the social model of disability, non-visible disabilities and the rights of employees to access accommodations.

Commitment 3: Establish a working group of internal service providers to address various areas of improvement to workplace accommodations. This working group will serve as the central coordinator of activities of other working groups and resources referenced in this plan.

Commitment 4: Integrate a disability-inclusive impact assessment lens into decision-making, related to the current fiscal realities, to ensure that decisions do not disproportionately and systemically impact employees and managers with disabilities.

Built environment

This area of action focuses on ensuring that physical spaces including buildings, offices, and public areas are accessible, inclusive, and culturally safe for everyone.

The built environment is more than infrastructure. It reflects our commitment to reconciliation, accessibility and respectful service delivery. Physical spaces must support dignified access for persons with disabilities while also honouring the cultural identities and traditions of Indigenous Peoples.

Barriers in the built environment may include the following:

  • navigation, maps, directions and signage, including confusing layouts (wayfinding)
  • lack of universal washrooms (including gender-neutral), kitchens and other common spaces in our workplaces and service locations (e.g. nursing stations, health centres and schools)
  • building access such as automatic doors, elevators, ramps and curb cuts
  • emergency evacuation and safety procedures

Since our first Accessibility Plan in 2023, the mandatory GCWorkplace Fit-up Standard continues to be implemented in office modernization projects across the country, both in ongoing renovations and new build projects.

Several major projects expected to be completed over the next 3 years. In the National Capital Region (NCR), starting in late 2026 through 2028, we anticipate a completion of the current workplace transformation project and a return to Les Terrasses de la Chaudière complex (LTDLC). The campus is being upgraded with several improvements and modernizations that are expected to reduce barriers in the workplace.

Over the last few years, modernization projects have also been undertaken to implement GCWorkplace standards at:

  • Jeanne Mance Building in the NCR
  • Alberta regional office at Canada Place in Edmonton
  • Atlantic regional office at the Maritime Centre in Halifax
  • British Columbia regional office in Vancouver
  • Quebec regional office in Quebec City

ISC and IOGC acknowledge the ongoing need to design and transform physical spaces in ways that remove barriers, promote equity and create environments where everyone can navigate, gather and thrive.

Commitments under the built environment pillar

Commitment 1: Continue to implement the mandatory GCWorkplace Fit-up Standard in renovations and new build projects and go above and beyond office modernization standards from Public Services and Procurement Canada (PSPC).

Commitment 2: Explore the potential for digital wayfinding technology to be implemented in our designated workplaces, to improve wayfinding and access to information about accessibility features in our workplaces.

Commitment 3: Host a walkthrough of ISC's spaces at LTDLC with employees with disabilities to identify barriers in common areas and propose simple, low-cost improvements.

Commitment 4: Appoint a sector contact person for built environment and environmental sensitivity issues (e.g. lighting, scents, noise).

Information and communication technologies (ICT)

This area of action refers to the digital tools, systems and platforms used to communicate and access services, including:

  • internal and external websites
  • emails
  • mobile applications
  • video calls
  • self-serve systems

At ISC, digital accessibility is not just a technical requirement, it is a commitment to equitable service delivery and respectful engagement with First Nations, Inuit and Métis communities and individuals. ICTs must support culturally safe, trauma-informed, and inclusive experiences, whether for partners, clients or employees.

Barriers in information and communication technologies may include the following:

  • websites and web applications (e.g. emails)
  • software (e.g. Windows, iOS)
  • hardware (e.g. smartphones, tablets, kiosks, computers, keyboards, peripheral devices)
  • adaptive computer technology (e.g. screen readers, Braille displays, pointing devices)
  • virtual meeting platforms (e.g. Microsoft Teams, Zoom)

By aligning ICT accessibility with ISC's broader mandate, the department strengthens its ability to deliver responsive, respectful and inclusive services that respect the rights, cultures and lived experiences of Indigenous Peoples.

Commitments under the information and communication technologies pillar

Commitment 1: Establish standardized processes and service standards to acquire and implement technology accommodations for rapid deployment, aligning with the Better Accommodation Project (BAP).

Commitment 2: Provide an inventory of departmental approved and frequently requested assistive technologies (e.g. screen readers, ergonomic peripherals) to support timely accommodations.

Commitment 3: Establish a cross-functional Information Management Branch (IMB)-led Tiger Team to assess and address challenges, urgent cases and systemic issues related to ICT accessibility and accommodation requests and providing actionable recommendations for continuous improvement.

Commitment 4: Develop and promote accessibility and usage guidelines and standards for inclusive hybrid meeting technologies as a pilot within IMB. Communicate when full accessibility is not yet feasible.

Commitment 5: Assess and verify, where technically feasible and within the scope of departmental responsibility, that newly developed or procured departmental ICT systems comply with Treasury Board Secretariat's accessibility standards (EN 301 549, WCAG 2.1). This excludes systems and applications managed by other GC departments (e.g., Microsoft 365 suite of applications, PeopleSoft, Phoenix).

Commitment 6: Ensure all IMB employees complete mandatory accessibility role-specific training that reflects their responsibilities in software design, development, procurement and service delivery. Training will include the cultural and systemic impacts of accessibility barriers and emphasize the importance of accessibility as a shared organizational responsibility.

Commitment 7: Integrate accessibility funding considerations into IM/IT investment planning, business case templates and procurement models to ensure sustainable funding for accessibility testing and remediation.

Communication (other than information and technologies)

This area of action refers to ensuring that all non-digital communication (such as printed materials, signage, and in-person interactions) is accessible, inclusive and culturally respectful.

Communication is not only about clarity and accessibility. It is also about building trust, fostering relationships, and honouring diverse ways of knowing and sharing information. This includes recognizing the importance of oral traditions, visual storytelling and Indigenous languages in how information is conveyed and understood.

Barriers in communication (other than information and technologies) may include the following:

  • non-web published documents (e.g. PDFs, Word files, PowerPoint files)
  • signage and other posted information throughout ISC spaces
  • internal and external communications
  • lack of Sign language interpretation
  • presentation of information
  • jargon and acronyms

In March 2025, the Treasury Board Policy on Communication and Federal Identity came into force, requiring government communications to be written in plain language and presented clearly. ISC supports this policy and goes further by recognizing that accessible communication must also be culturally safe and responsive to the needs of Indigenous Peoples.

Commitments under the communication (other than information and technologies) pillar

Commitment 1: Promote awareness of accessibility requirements and best practices by sharing tips, tools and training opportunities through internal department-wide communications channels and vehicles and offer informed guidance to clients in the development of communications products.

Commitment 2: Promote the importance of using plain language in communication products aimed at both internal and external audiences (e.g., newsletters, all-staff speaking points, briefing decks, forms and templates), including the need to reduce the use of jargon and acronyms, by sharing tips, tools and training opportunities through internal department-wide communications channels and vehicles.

Commitment 3: Build on the partnership between the Communications and Public Affairs Sector and the Translation Bureau launched in 2025 by increasing the number of digital communications products available online in up to 15 different Indigenous languages.

Procurement of goods, services and facilities

This area of action refers to ensuring that the goods and services ISC procures and leases are accessible and usable by everyone, including persons with disabilities.

At ISC, procurement is more than a transactional process. It is an opportunity to advance reconciliation, uphold accessibility, and promote culturally safe service delivery. The department recognizes that the products and services it acquires must reflect the diverse needs and lived experiences of Indigenous Peoples, including those with disabilities.

Barriers under procurement of goods, services and facilities may include the following:

  • procurement processes and tools
  • goods and services procured and leased by ISC
  • purchasing vehicles for the acquisition of workplace accommodation related tools and equipment

The Treasury Board Directive on the Management of Procurement requires that accessibility considerations be applied, where appropriate, when specifying requirements for goods, services and construction. In accordance with this directive and the Accessible Canada Act (ACA), ISC endorses the need to integrate accessibility features into all deliverables.

Commitments under the procurement of goods, services and facilities pillar

Commitment 1: Develop tracking mechanism for accessibility-related requests to identify common equipment and software requests in order to identify trends and frequently requested goods and services.

Commitment 2: Share information provided by PSPC on accessibility via Express or other channels to increase awareness for business owners.

Commitment 3: Train Procurement Officers on the latest information around Accessibility in Procurement (including training offered by PSPC/SSC) to increase the awareness for Procurement Officers.

Commitment 4: Incorporate accessibility requirements into monitoring and compliance procedures to strengthen procurement's challenge function for Business Owners.

Design and delivery of programs and services

At ISC, accessibility in programs and services is not just about compliance, but about honouring the rights, dignity and diverse realities of Indigenous Peoples. Programs must be designed and delivered in ways that foster inclusion, reflect cultural relevance and respond meaningfully to the lived experiences of Indigenous communities.

Barriers in design and delivery of programs and services may include the following:

  • not having support available to assist people with disabilities who need help with things such as filling out forms or navigating unfamiliar or complex processes
  • documents not available in alternate or accessible formats such as large print or braille
  • information not provided in plain language
  • online forms that are not accessible (for example, PDF documents)
  • physical buildings and spaces that are open to the public or used to deliver programs and services that are missing accessibility features such as push buttons for doors
  • no low-bandwidth option for web content, especially when trying to access ISC web pages from remote and isolated communities with little access to high-speed internet connectivity

We recognize that there are several accessibility barriers, which some clients may experience when accessing ISC services.

In February 2025, ISC launched a Sustainability Review Strategy to help determine what is core to carrying out our mission as a service delivery organization and how we can better organize ourselves to ensure our operations are effective, sustainable over time and put our clients at the centre of all that we do.

In September 2025, we began to realign our organizational structure to prioritize:

  • a one-ISC, single window approach to regional delivery
  • an enhanced digital approach for individual clients
  • realigned sectors into coordinated, functional groupings for more cohesive service delivery and clear accountabilities.

We are working to create a single-window digital portal for services and products, including Non-Insured Health Benefits, Status registration under the Indian Act, Wills & Estates and Treaty Annuities.

Building in accessibility from the start is key to ensuring that our programs, services, tools and applications can be used by everyone, including persons with disabilities.

Commitments under the design and delivery of programs and services pillar

Commitment 1: Establish an external Accessibility Advisory Committee to support ISC on the design of new programs and services, to provide feedback from a lived experience perspective regarding the ease of use and accessibility of services, tools and communication products, as part of the design or review of programs or services.

Commitment 2: Establish a carefully designed, phased feedback process for individuals accessing ISC programs and services. Development will be informed by the Accessibility Advisory Committee and engagement with First Nations, Inuit and provincial partners to ensure the approach is effective, sustainable and feasible across ISC's broad range of programs and service delivery contexts.

Commitment 3: Share best practices and tips, as well as success stories and lessons learned from employees and managers, with respect to ensuring barrier-free services to our clients.

Transportation

This area refers to travel required for operational purposes, including medical transportation, organized by ISC, as well as for ISC employees when traveling on government business.

The focus is on identifying and removing accessibility barriers in travel systems, policies and services, particularly in remote and northern regions where many Indigenous Peoples reside. This includes considerations for medical transportation and employees travelling on government business, ensuring equitable and accessible experiences for all travelers.

Barriers in transportation may include the following:

  • physical access to terminals, stations and vehicles (e.g. ramps, elevators, accessible seating)
  • communication access, such as announcements in multiple formats (visual, audio)
  • service access, like trained staff who can assist passengers with disabilities
  • policy and practice barriers, such as booking systems or procedures that may unintentionally exclude or disadvantage people with disabilities

We recognize the importance of working towards the reduction of potential transportation barriers when accessing our services, considering that many Indigenous Peoples live in the North in isolated and remote communities where transportation is limited or non-existent.

Commitments under the transportation pillar

Commitment 1: Ensure the accessibility of ISC arranged travel, as well as business travel by:

  • promoting travel flexibility (e.g. build awareness for the rights of travelers to be accommodated when travel is arranged by ISC or when travelling on government business)
  • review travel policies and develop guidelines from an accessibility lens

Commitment 2: Develop and deliver additional training for employees to increase the awareness of accessibility-related accommodations, the available services and how to access these services so that employees are knowledgeable and aware when arranging travel services.

Conclusion

We remain committed to fostering an inclusive and accessible workplace where all employees can thrive. This Accessibility Plan reflects our ongoing efforts to identify, remove and prevent barriers across in our employment systems, our built environments, digital systems, communications, procurement, programs and services and transportation. Through meaningful engagement with persons with disabilities, including Indigenous employees, and by applying universal design principles, we aim to create spaces and services that are equitable, respectful and empowering.

We recognize that accessibility is a journey, not a destination. As such, we will continue to monitor progress and will publish our progress on this plan annually, seek feedback and adapt our approaches to ensure that our commitments translate into real, measurable improvements in the lived experiences of clients and employees.

We also acknowledge the importance of culturally appropriate accommodations and the unique perspectives of Indigenous Peoples with disabilities. Their voices are essential in shaping policies and practices that honour diverse ways of knowing, being and navigating the workplace.

Glossary

The following definitions serve as a guide to better understand certain terms used throughout this Accessibility Plan, but the list is not exhaustive. For additional definitions, please visit the Guide on Equity, Diversity and Inclusion Terminology, the Accessibility Glossary, or the Canadian Institutes of Health Research Glossary.

Ableism
Prejudice and discrimination against people with a visible or non-visible disability, rooted in the belief that they are less valuable or capable. It can be conscious or unconscious, and is often embedded in societal systems, institutions, and cultural norms.
Accessibility
Accessibility means that all persons are fully able to access and use a product, a service, or an environment with ease, independence and dignity. When something is inaccessible, it means that barriers exist.
Accommodation
In the context of work, accommodation means making proactive changes to the work environment so that employees can do their job safely, comfortably and have access to the resources and tools they need to fully contribute to work-related activities. Some examples include:
  • ergonomic equipment
  • assistive technologies
  • adaptative devices
  • flexible work schedules
  • accessing accessibility features in software.
Adaptive computer technology
Any hardware or software that enables a person with a disability or injury to use a computer, tablet, phone or other digital devices who could not use it otherwise.
Barrier
Refers to anything physical, technological, socio-economic, cultural or relating to attitudes, that is based on information or communications, or anything that is the result of a policy or a practice that hinders a person's full and equal participation in society.
Disability
Refers to any impairment, including:
  • physical
  • mental
  • intellectual
  • cognitive
  • learning
  • communication
  • sensory impairment
  • a functional limitation.
A disability may be permanent, temporary or episodic in nature and can be visible or not. A person may have one or more disability and facing barriers like unfair treatment or lack of access can make it harder for individuals to take part equally in everyday life.
Discrimination
The unjust or prejudicial treatment of a person or group of people that deprives them of or limits their access to opportunities and advantages that are available to other members of society. Discrimination is explicitly or implicitly based on one or some facets of a person or group's identity.
Diversity
Describes the presence of a wide range of human qualities and attributes found within an organization, group or society. Diversity is expressed through factors such as:
  • age
  • culture
  • education
  • ethnicity
  • expression
  • family status
  • gender
  • geographical background
  • language
  • neurodivergence
  • physical abilities and disabilities
  • physical appearance
  • political beliefs or other ideologies
  • religion
  • sex
  • sexual orientation
  • socio-economic status
  • visible and non-visible disability
Duty to Accommodate
Refers to the employers' and service providers' legal obligation to adjust policies or practices, including the design and adaptation of the work environment, to meet the needs of an individual to enable them to fully participate. According to the Supreme Court of Canada, Duty to Accommodate refers to what is required in the circumstances of each case to avoid discrimination. Visit Duty to Accommodate: A General Process For Managers for more information.
Equality
Equality refers to equal rights, responsibilities and opportunities for different group of people. It means ensuring that all employees have fair access to opportunities, resources, and support, no matter their background, identity or personal circumstances. It requires actively removing obstacles that may hinder individuals from participating fully in work-related activities.
Equity
Means fairness in action, ensuring that individuals of all identities are treated justly, even if that treatment isn't identical. It involves designing resource allocation and decision-making processes that account for people's differing needs, so everyone can access opportunities as fully as possible. Equity is essential for achieving true equality, because treating everyone the same in a system shaped by historical and structural disadvantages can reinforce unfairness.
Inclusion
Refers to the intentional practice of ensuring that all individuals are valued, respected, and supported, regardless of their identity, background, abilities or experiences. It means creating environments where diverse perspectives are not only welcomed but actively embraced, and where everyone can contribute meaningfully and thrive. Inclusion goes beyond presence. It's about cultivating belonging and equity in every interaction and decision.
Indigenous Peoples
Refers to First Nations, Inuit and Métis peoples, as recognized under Section 35(2) of the Constitution Act (1982).
Medical model of disability
Refers to a framework that views disability primarily as a problem or defect within the individual: something to be diagnosed, treated or cured. This model emphasizes physical, cognitive or sensory impairments as deviations from the norm, often placing responsibility on the person to adapt or be "fixed". While it has guided healthcare and rehabilitation practices, the medical model has also contributed to harmful societal attitudes such as institutionalization and segregation, paternalistic decision-making and attitudes, marginalization, exclusion and stigmatization. Traces of these attitudes may continue to shape how modern workplaces operate, often unintentionally.
Person with a disability
A person with a physical, mental, intellectual, cognitive, sensory, learning or communication impairment, or a functional limitation, whether visible or not, and permanent, temporary or episodic in nature, that hinders their full and equal participation in society when they face a barrier.
Social model of disability
Frames disability as the result of barriers in society like inaccessible environments, negative attitudes, and exclusion, not the person's impairment. It emphasizes changing society to remove these barriers, rather than expecting individuals to adapt.
Systemic barrier
An obstacle built into everyday systems, policies or cultural norms that, though seemingly neutral, unfairly disadvantages certain individuals or groups.
Wayfinding systems
Tools and resources which can help people find their way through a space like a building, campus or public area. It includes things like signs, maps, lighting, floor markings, and even digital tools that guide people from one place to another, especially those who are blind, deaf, have mobility challenges, or have sensory or cognitive disabilities.

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