Accessibility Plan at Correctional Service Canada, 2026 to 2029 

ISSN 2817-1950 

Message from the National Champion for Persons with Disabilities

As the National Champion for Persons with Disabilities, I am honoured to introduce our organization’s Accessibility Plan for 2026 to 2029. This new plan builds on the foundation laid in our initial efforts in the 2022 to 2025 Accessibility Plan while continuing our commitment to identifying, removing, and preventing accessibility barriers that may hinder full engagement of employees, offenders^{Footnote 1}  , victims, and the public with Correctional Service of Canada (CSC).

Grounded in the Accessible Canada Act (ACA), the plan aims to contribute to a public service that is adaptable and responds to the needs of persons with disabilities. Furthermore, it reflects the intentions of the federal “Nothing Without Us” strategy, which emphasizes that accessibility must be shaped by the lived experiences of persons with disabilities. Since 2013, CSC has engaged with employees who identify as having a disability in the organization, having established an action plan entitled Working Together to Put People First: Our Journey Towards Inclusion in 2016 based on nation-wide consultations. I am proud to say that we continue to engage with employees with lived experience in order to build a more accessible workplace.

Our plan outlines targeted actions to remove barriers across our organization, guided by CSC’s values of respect, fairness, professionalism, inclusiveness and accountability. It is not just a compliance document – it is a commitment to cultural change, continuous improvement, and meaningful engagement.

I invite all employees to read this plan, reflect on its goals, and take part in its implementation. Together, we can build a workplace where accessibility is embedded in everything we do, and where everyone—regardless of ability—can thrive.

Sincerely,
Tony Matson, National Champion for Persons with Disabilities

General

This section will provide information about CSC, explain the goals of this document and how we developed our plan. We will also explain how you can provide feedback or request alternative formats of this document.

Contact us

We want to hear from you! CSC is committed to creating an open and transparent feedback process not only for employees, but for all Canadians.

How to provide feedback

You can provide feedback to CSC by contacting our Accessibility Team. The Director of Human Resources Planning, Official Languages and Employment Equity division will ensure all feedback is shared with the relevant stakeholders in the organization for their consideration when taking actions to prevent and remove barriers.

• Accessibility Feedback Form
• Email: CSC_Accessibility_Feedback-Retroaction_Accessibilite_SCC.GEN-NAT@CSC-SCC.GC.CA
• Phone: 1-833-390-4053
• Mail:
  Director, Human Resources Planning, Official Languages and Employment Equity
  Correctional Service of Canada
  Mailbox #9
  340 Laurier AVE W
  OTTAWA ON  K1A 0P9

Feedback will be acknowledged through the same means by which it was received, unless it was received anonymously.

Submit anonymous feedback

If you want to provide anonymous feedback:

• Do not state your name or provide any other identifying information (for example, your email address or phone number)
• State that you would like your feedback to remain anonymous if your email address includes your name
• Do not include your return address on the envelope if you send feedback by mail

The Accessibility Team will acknowledge the receipt of your feedback using the same method that you used to communicate with us. This will not apply to feedback that is submitted anonymously.

Feedback regarding the Implementation of the Accessibility Plan

Employees at CSC will be consulted on the implementation of the Accessibility Plan as part of the required annual update process. As per the 2019 ACA, the annual progress reports for this plan must include the feedback on the implementation of that which was received by CSC and how that feedback was taken into consideration. Upon audit, documentation will be provided to the Accessibility Commissioner.

Members of the public can submit feedback on the implementation of this plan by using the methods listed above.
Offenders in the care and custody of CSC will be consulted on the implementation of the plan through inmate committees, in accordance with legislation and policy as per section 74 of the Corrections and Conditional Release Act (CCRA).

Feedback regarding accessibility of a CSC facility

Members of the public who wish to report feedback regarding accessibility in a CSC facility can contact the institutional administration directly. Contact information (phone number and mailing address) is listed in the National Facility Directory.

Any complaints, comments, and concerns from offenders regarding accessibility of facilities can be submitted through the offender request form and, if needed, escalated through the process described in Commissioner’s Directive 081: Offender Complaints and Grievances.

Feedback regarding the barriers encountered by employees

CSC gathers anonymous feedback on the employment experience of persons with disabilities through the annual Public Service Employee Survey. Employees are encouraged to speak with their manager if they are experiencing barriers in their employment situation. The duty to accommodate (DTA) in the workplace is the legal requirement for employers to identify and review any rules, practices, expectations, or procedures that have, or may have, a discriminatory impact on an individual or group. It applies to both employees and the public. Accommodations are provided to address an individual need. The goal of accessibility is to prevent barriers, in a proactive manner, rather than by a retroactive approach, which is often required when providing an accommodation.

The DTA Program can be reached at GEN-NATDTA-OPDMA@CSC-SCC.GC.CA. The Regional DTA Advisors’ phone list is available to employees on the internal network (Hub) and contains contact information for the regional advisors. The CSC/SCC Form 1555 Accommodation Form is the request form for an employee accommodation, intended to be submitted to the employee’s manager.

Feedback about programs and services

Any person who interacts with CSC can provide feedback about barriers they encounter in programs and services. Commissioner's Directive 726: Correctional Programs, identifies the Assistant Deputy Commissioner, Integrated Services (ADCIS) in each region as the overseer of the quality and consistency in the delivery of correctional programs to all offenders across their respective region. The regional ADCIS can be reached at Regional Headquarters, by phone or in writing at the address found in the National Facility Directory.

In order to promote clinical independence and patient-centered care, the Health Services Sector has been, since November 2019, responsible for complaints and grievances related to Health Services. Consequently, written complaints or concerns can be addressed to the Chief of Health Services in the institution.

Any other complaints, comments and concerns from offenders regarding accessibility of programs and services can be submitted through the offender request form and, if needed, escalated through the process described in Commissioner’s Directive 081: Offender Complaints and Grievances. 

Alternate formats

You can request an alternate version of our feedback process, accessibility plans or progress reports by the following methods:

• Email: CSC_Accessibility_Feedback-Retroaction_Accessibilite_SCC.GEN-NAT@CSC-SCC.GC.CA
• Phone: 1-833-390-4053
• Mail:
  Director, Human Resources Planning, Official Languages and Employment Equity
  Correctional Service of Canada
  9- 340 Laurier AVE W
  OTTAWA ON  K1A 0P9

About Correctional Service of Canada

Our mandate

CSC’s Mandate is to contribute to public safety by actively encouraging and assisting offenders to become law-abiding citizens, while exercising reasonable, safe, secure and humane control.

Our work

CSC is the federal government agency responsible for administering court-imposed sentences of a term of two years or more. CSC manages various security level institutions and supervises offenders under conditional release in the community.

Our priorities

Correctional Service Canada focusses on six strategic priorities:

• Safe management and supervision of offenders during their transition from the institution to the community
• Safety and security of the public, victims, staff and offenders in institutions and the community
• Effective, culturally appropriate interventions and reintegration support for First Nations, Métis and Inuit offenders
• Effective and timely interventions to address the mental health needs of offenders
• Efficient and effective management practices that reflect values-based leadership in a changing environment
• Productive relationships with diverse partners, stakeholders, victims' groups, and others involved in support of public safety

Accessibility statement

CSC is committed to fostering an inclusive and accessible environment for all individuals, including persons with disabilities. We strive to ensure that our services, facilities, digital platforms, and communications are accessible and barrier-free, in alignment with Canadian legislation and our organizational values. We value and understand the importance of being proactive rather than reactive and aim to create organizational culture that adopts a social model of disability, where the priority lies with removing systemic and environmental barriers rather than focusing on the individual.

Legislative framework

Our accessibility efforts are informed by the following key legislation:

•  Accessible Canada Act (ACA): Requires federally regulated organizations to identify, remove, and prevent barriers in areas such as employment, the built environment, information and communication technologies, communication, procurement, program and service delivery, and transportation
• Accessible Canada Regulations: These regulations outline specific requirements for accessibility plans, feedback mechanisms, progress reporting, and alternate formats
• Canadian Human Rights Act: Prohibits discrimination based on disability and supports equal access to services and opportunities
• Canadian Charter of Rights and Freedoms: Guarantees equality rights and protection from discrimination, including based on disability

Developing our accessibility plan

The 2026 to 2029 Accessibility Plan was developed through a comprehensive and inclusive process grounded in consultation, feedback, and alignment with existing strategic commitments. The plan reflects the voices and experiences of diverse stakeholders and is designed to drive meaningful change across the organization.

Consultations

CSC engaged in targeted consultations with key groups to ensure the plan reflects lived experiences and systemic realities:

• National Working Group and Network for Persons with Disabilities
• Employees with Disabilities
• Inmate Committees
• Subject matter experts and stakeholders across the organization

Barriers were also drawn from the key findings of the CSC’s Employment Systems Review (ESR) that was completed in 2024 to 2025. This review is an in-depth analysis of employment systems, policies and practices formal and informal as well as the way these are implemented.

Feedback mechanisms

Ongoing feedback from employees, stakeholders, and community partners was integrated to refine priorities and actions. This approach ensures the plan remains responsive and grounded in real-world experiences.

Building on the 2022 to 2025 Accessibility Plan

The current plan builds on the foundation laid by the 2022 to 2025 Accessibility Plan, carrying forward key commitments while introducing new actions based on updated evidence and stakeholder input.

The layout of the plan follows the requirements of the ACA and Accessible Canada Regulations (ACR). As such, all actions touch on the following pillars of the ACA:

• employment
• the built environment
• information and communication technologies
• communication, other than information and communication technologies
• the procurement of goods, services, and facilities
• the design and delivery of programs and services
• transportation

Employment

Overview

CSC’s workforce consists of close to 19,000 employees working across Canada contributing to its mandate of upholding public safety. Of that total, approximately 14,000 positions are considered operational front-line, including Correctional Officers, Intervention staff (for example, Program Officers, Parole Officers, etc.), Healthcare Staff, and Support Services who are dedicated to supporting offenders either in institutions or in the community.

The remainder of the workforce contributes to CSC’s internal services which includes policies, programs, human resources, technology, communications, and finances.

Diversity

CSC strives to create a workforce that is representative of the Canadian population. In 2025, workforce availability for persons with disabilities in Canada was12.1%. However, at CSC, 6.6% have identified as having a disability, which represents a gap of 5.5%. In response to this, CSC has developed specific hiring objectives focused on closing this gap and continues to work to eliminate the core challenges that impact hiring and retaining employees.

CSC has a unique challenge in meeting the workforce availability for persons with disabilities given its large reliance on Correctional Officers. Specific medical and psychological job requirements create clear barriers for many persons with disabilities. To help support, CSC has put in place a Medical with Limitations committee, responsible for reviewing and deciding on a candidate’s suitability when Health Canada advises CSC that the candidate meets requirements, but with limitations. The Review Committee reviews the information to determine if the limitations can be accommodated in the workplace, to the point of undue hardship.

Public Service Employee Survey (PSES)

Following the 2024 PSES results, persons with disabilities at CSC continue to share the least favourable employment experiences, especially when compared to other employees at CSC and, in some cases, other employment equity groups. These results have an impact on how employees experience health, safety, respect and inclusion in the workplace, trust in the departments leadership and systems, and access to equitable opportunities for professional growth.

Accommodation

Among persons with disabilities respondents, the number of accommodation requests has risen, indicating a growing need for support. Although there was a 6% increase in satisfaction overall in how accommodations were implemented for persons with disabilities (56% in 2022 to 62% in 2024), satisfaction rates are higher for those without a disability (73% in 2024). Over 50% of persons with disabilities respondents felt comfortable requesting an accommodation measure from their immediate supervisor (59% in 2024, 58% in 2022, and 57% in 2020).

Leadership

Persons with disabilities had the least positive responses as it relates to the perception of senior management with approximately one-third of persons with disabilities respondents indicating they have confidence in senior management (28%) or believe that senior management leads with ethical behaviour (33%). For those without a disability, the rate was 47%.

Leadership is integral in establishing values and a positive culture in any department. While there are a variety of factors that could impact the perception of employees at CSC, the fact that 67% of persons with disabilities do not believe that their senior management behaves ethically can impact their sense of inclusion and wellbeing, which could lead to further stigma.

Physical environment

At the departmental level, CSC saw a continued decrease as it relates to satisfaction with employees' physical environment (63% in 2020 to 53% in 2024). For persons with disabilities, 46% responded that their environment is suitable with 44% reported that they have the information and equipment to ensure their health and safety at work.

Discrimination

Survey responses related to discrimination for persons with disabilities increased, with 39% reporting being a victim of discrimination, reflecting a 6% increase since 2022 and remaining the highest among all equity groups.

Additionally, 58% reported that they were discriminated against based on a disability, reflecting no change since 2022 and 2020.

Barriers and action plan

Based on the results from various sources of feedback, the following barriers require action in the area of employment: 

Outcomes and monitoring

Employment Equity, Diversity, and Inclusion (EEDI) Performance Measurement Framework (PMF)

In 2025, CSC implemented a PMF as a tool aimed to support and create a workplace where employees feel their workplace is diverse, equitable, and inclusive by design. The framework is comprised of four outcomes, three of which can be linked to the progress of the Accessibility Plan and accompanied by a set of indicators that will be used to monitor and track CSC’s progress and trends.

Below you will find the outcomes and indicators for monitoring specific barriers and actions in this plan:

• Outcome: CSC’s workforce reflects the diverse population that we serve (Barrier #1)
• Indicators: the national representation rate, separation rates (the percentage of employees who have departed from CSC), hire rates, and the percentage required to eliminate the representation gap nationally
• Outcome: All employees are empowered and have equitable opportunities to progress in their careers and reach their full potential (Barrier #3)
• Indicators: the PSES results for questions (28, 43, 45, 57), Human Resource data on promotion and acting rates
• Outcome: Employees feel a strong sense of belonging, inclusion, and respect within the CSC workplace (Barrier #1 and #2)
• Indicators: the number and percentage of employees that have self-identified and the PSES results for questions (21, 22, 23, 24, 42, 47, 58, 65, 87, 88). Note that questions 87 and 88 cover employees’ experience with the accommodations process at CSC

Additional measures

CSC will additionally measure progress on:

• Promotion and career development through:
  • Number of persons with disabilities who participated in the National Mentorship Program
  • Number of mentors who identified as having a disability in the National Mentorship Program
  • Number of employees who accessed sponsorship opportunities
• Education, awareness, and promotion of staffing tools and resources for HR Advisors, hiring managers, and staff through:
  • Increased percentage of CSC’s Correctional Officer Board Members who identify as being a part of one or more employment equity or equity-deserving groups
  • Completion of documentation review and updates for posters, websites, invitations, staffing checklists, procedures, and navigation tools
  • Delivery of information sessions and resources to HR staff responsible for front-line recruitment on accommodations rights and requirements
  • Number of Staffing Advisors who attend education and awareness training on barrier-free assessment methods

Built Environment

Since the publication of the 2022 to 2025 Accessibility Plan, CSC has worked towards developing accessibility design guidelines with the goal of applying them to correctional environments.

Barriers and action plan

Barrier #1

CSC has a unique challenge with its built environment when it comes to accessibility that affects both institutional employees and offenders. Many of its buildings, particularly at institutions, are older and have designs rooted in security, which at times can conflict with accessibility requirements. Retrofitting these environments is particularly complex due to their secure nature: any design modification must maintain strict security protocols, minimize operational disruptions, and account for the unique needs of offenders, visitors, and staff. The approach to addressing barriers in the built environment varies depending upon the facility type. Advancing accessibility within CSC facilities, in particular institutions, requires developing solutions that balance accessibility needs with institutional security requirements.

While the accessibility design guidelines will work to remove barriers in the built environment, some barriers continue to exist due to the aging infrastructure and security requirements of these buildings. These barriers can have an impact on staff, offenders, and others that interact with CSC facilities (visitors, volunteers, etc.).

Actions to address barrier #1

Continue to remove these barriers where possible in CSC’s facilities:

• Review accessibility standards in consultation with experts, stakeholders, and persons with disabilities, including both employees and offenders (Spring 2026)
  • Complete accessibility assessments of CSC facilities to identify barriers in the built environment and areas for improvement
  • Develop accessibility design guidelines, in consultation with persons with disabilities and based on the findings of the assessments completed at CSC facilities
  • Utilize the accessibility design guidelines to inform future updates to various CSC technical standards, such as Technical Criteria Document, Accommodation Guidelines, and other design documents to reflect approved accessibility standards within the context of security, operations and facility type
• Assess any new builds or major renovations to existing facilities to ensure they are considering accessibility needs (Spring 2026 and onwards, within each infrastructure project timeline)
  • Consult with persons with disabilities, including both employees and offenders, and other stakeholders within each project timeline on a continual basis
• Provide the necessary resources to address gaps identified by facility accessibility assessments (Ongoing)
• Monitor progress against CSC’s updated accessibility standards on a continuous basis
• Focus on various CSC facility types (institutions, community correctional centres, district and parole offices, and training facilities)
• Consult persons with disabilities to provide input at key stages of the planning process for future new builds and major renovations (Ongoing)

Goals and monitoring

CSC aims to create safe and secure correctional environments, while embedding accessibility into the planning, and design of all CSC facility types.

Performance will be monitored through:

• The development and integration of a consultation process with experts, stakeholders, and persons with disabilities during the planning of new construction and major renovation projects
• The completion of assessments of varied CSC facility types (institutions, community correctional centres, district and parole offices, administrative offices (non-leased), and training facilities) to determine existing barriers
• The completion of accessibility design guidelines and evaluation material that can be applied to varied CSC facility types (institutions, community correctional centres, district and parole offices, administrative offices (non-leased), and training facilities)
• The identification of a list of priority projects based on the accessibility assessments completed at CSC facilities to be submitted for funding through the Capital Program of Work
• The delivery of projects on a prioritized basis to meet CSC’s accessibility standards, as funding permits
• Completed assessments for various other facility types (institutions, community correctional centres, district and parole offices, and training facilities)

Once the accessibility design guidelines are finalized, all new builds and major renovations to existing facilities will be designed in accordance with these guidelines in order to remove barriers to the greatest extent possible, while still meeting the security requirements of a correctional environment. Additionally, persons with disabilities and stakeholders will continue to be consulted in these projects.

The procurement of goods, services, and facilities

Procuring accessible goods and services is a crucial step in creating a culture and environment that is inclusive by design. Procurement of the goods, tools, and services we use every day in our workplace is an investment. We are committed to making sure that our investments help remove barriers for others.

In accessible procurement, there are key roles played by business owners and contracting authorities. Business owners are responsible for ensuring accessibility is included at the outset for goods, services, and construction. This will safeguard that deliverables include accessibility features. Contract authorities validate that business owners have thought through all contracting considerations for a fair and transparent process, including the inclusion of accessibility factors.

Barriers and action plan

CSC has noted the following barriers in the procurement process are mainly associated with attitudes, practices, and the tools used:

Goals and monitoring

CSC will focus on these goals and monitor progress through:

• Accessibility procurement training: Ensure that all contracting authorities take accessible procurement training
  • Measure: percentage of all contracting authorities that have completed accessible procurement training
• Accessible procurement practices: Ensure our procurement practices are accessible, in line, and compliant with standards and guidelines
  • Measure: percentage of all solicitation documentation that includes accessibility criteria based on the completed procurement request CSC/SCC 0286 form
• Informed business owners: Make sure that business owners are informed and understand their obligations to consider accessibility in their procurement decision
  • Measure: percentage of Sectors and Regions that have confirmed accessibility requirements and obligations as part of the annual National Procurement Plan exercise
• Accessible policy instruments: Ensure existing CSC procurement training and policy instruments are in line and compliant with standards and guidelines
  • Measure: number of policy instruments updated to meet accessibility standards

Communications, other than information communications technologies

CSC’s priority is to make sure our communications products and tools follow the accessibility standards and guidelines that exist and that employees are aware of these standards when creating documents to distribute either externally or internally.

To date, CSC has made strides to ensure that external communications remain accessible, and this has been largely supported by the migration to Canada.ca. Communications and web advisors also work diligently to ensure that publications are accessible.

While training remains available for employees, as well as resources to help guide them, gaps remain with internal documents.

Barriers and action plan

Barrier #1

Employees may not always be aware of current accessibility standards for documents or how to access them. This has prevented employees from considering accessibility in their documents. While CSC is well equipped to support documents being shared on Canada.ca, internal communications are not always accessible.

Specific examples include internal policy documents and design templates (i.e. Commissioner's Directives (CD)). While CDs are available on Canada.ca in accessible formats (HTML), the PDF versions are not accessible, as well as the design templates used to create them. Additionally, alternative formats for inmates/incarcerated individuals are not readily available, causing an obvious barrier for those who wish to access the policies.

Action to address barrier #1

Create accessible policy documents:

• Publish updated, adapted, and accessible templates for employees use (March 2026)
• Consult with offender population to explore accessibility and access to CDs and guidelines, and proposing solutions where gaps exist (Fall 2026)

Goals and monitoring

CSC’s goal is to make sure our communications products and tools follow the accessibility standards and guidelines that exist and that employees are aware of these standards when creating documents to distribute either externally or internally.

CSC will monitor progress through:

• The creation of a new accessible template by March 2026
• The number of CDs using the new accessible template
• The creation of an approach on how to address gaps for incarcerated individuals and their access to policy documents

Information and communication technology

CSC has made important strides in recent years to address accessibility needs in the Information and communication technology (ICT) field. One specific achievement has been the creation of the Accessibility Centre of Expertise, which includes members from all directorates of CSC’s Digital Services Sector. Its mandate is to remove barriers that impede ICT accessibility at CSC. Actions under this heading are based on their ongoing work within the department.

Barriers and action plan

Through consultations, CSC noted the following barriers:

Goals and monitoring

CSC will measure its progress on ICT goals with the following measures:

• Creation of an ICT accessibility training plan:
  • Completion of stakeholder consultations
  • Number of training modules developed
• Remediation of web-based applications:
  • Percentage of web-based applications made accessible. The target will be to remediate 33% of web applications each year
• Framework for testing desktop applications:
  • Creation of methodology document and process
  • User feedback score on testing process in year two
  • Framework is officially adopted in year three/percentage of desktop applications tested using the framework
• Remediation of external and internal web pages:
  • Percentage of external and internal web pages that are WCAG compliant

The design and delivery of programs and services

Victim Services

CSC is responsible for providing services to victims and survivors of crime when the offender is serving a sentence of two years or more. A victim is defined in the Canadian Victims Bill of Rights and the Corrections and Conditional Release Act as any person who has suffered physical or emotional harm, property damage, or economic loss as a result of an offence. Presently, CSC provides services to over 9,000 individuals.

Accessibility needs are initially identified when a victim completes the victim registration process and may also be shared voluntarily at any point while they are receiving information about an offender. Currently, victim information is typically provided at the victim’s own initiative.

CSC is committed to ensuring equitable access to information and services for victims. This means recognizing that individuals may have different needs and circumstances, taking steps to provide appropriate support so all victims can meaningfully engage with the services available to them.

To accommodate a range of preferences and accessibility requirements, CSC offers services through multiple channels, including mail, phone, fax, and the secure online Victims Portal. This flexibility helps ensure that victims can access information in the way that best meets their individual needs. CSC uses the Victims Application Module (VAM) to maintain key information for registered victims, including any accessibility needs.

If accessibility needs are identified, CSC can assist in several ways. For example, mobility assistance can be arranged for victims attending hearings, and notification documents can be provided in larger font or accessed using e-readers on the Victims Portal. The Victims Portal also offers an alternative to phone communications, supporting victims who may have vision, speech, or hearing-related needs.

Barriers and action plan

Barrier #1

Currently, the National Victims Services Program does not have a formal requirement in place to ask victims about accessibility needs (for example, mobility, communication, sensory, cognitive) that CSC or the Parole Board of Canada (PBC) should consider. These needs are only documented if a victim voluntarily provides the information either during registration, through the Victims Portal, or by directly contacting CSC or PBC.

As a result, the “Accessibility Needs” section in VAM may remain blank unless the victim initiates disclosure. This creates the potential for a service gap, as blank fields could be misinterpreted as an absence of accessibility needs rather than a missed opportunity to identify and address them through proactive inquiry.

In addition, VAM currently supports only open text entries for accessibility needs and does not allow for structured data entry or tracking of the source information. This limits CSC’s ability to analyze trends or assess the consistency of documentation across cases. CSC will explore future enhancements to VAM to support structured data entry, such as dropdowns or checkboxes for accessibility categories, and the ability to track the source of information.

Actions to address barrier #1

Commit to supporting the full and equitable participation of victims in corrections and conditional release by proactively identifying and accommodating their accessibility needs across all interactions with CSC. This includes ensuring that victims can participate in parole hearings, receive information in formats that meet their needs, and communicate effectively with staff. To strengthen this approach, CSC will implement the following actions:

• Update the Victim Interview Checklist and related protocol to include a standard question asking victims if they have any accessibility requirements (for example, mobility, communication, sensory, cognitive) that CSC or the PBC should be aware of. This will prompt Victim Services Officers (VSO) to regularly inquire about accessibility needs, beyond the initial registration process (2026)
• Provide information sessions to VSOs to ensure consistent and respectful inquiry into accessibility needs (2026 to 2027)
• Explore enhancements to VAM to support structured data entry and track the source of accommodation needs (2026)

• Track the number of accessibility requests recorded in the “Accessibility Needs” section of VAM. CSC will report on the aggregate number of victims with accessibility needs present in this field. This will allow us to look at year-over-year trends to see if the changes noted above have made a positive difference (April 2029)

Goals and monitoring

• Annual count of victim files with content entered in the “Accessibility Needs” section of VAM beginning in the 2025 to 2026 fiscal year, which will be the baseline year to monitor and assess progress
• Year-over-year comparison of completed “Accessibility Needs” entries against the total number of registered victims, to assess potential increases in proactive identification. In addition, spot-checks will be done on the qualitative information in the open-text field to identify trends in documentation
• Monitor entries in VAM to evaluate whether the new protocol leads to more consistent inquiry and documentation of accessibility needs. This measure will help determine whether changes to interview practices are improving the identification and recording of accessibility needs

Offender programming

Barriers and action plan

Barriers remain in the access of various programs and services for offenders. There is a need for continuous assessments and feedback systems to allow for offenders to voice their accessibility concerns.

Barrier #1

Accessible services are a requirement for those under CSC’s custody, and these services for offenders contribute to overall public safety and safe reintegration as it allows all offenders to equally participate in their programming and engage with their case management team.

Actions to address barrier #1

Improve access to programs and services for offenders:

• Identify specific barriers to accessing interventions, programs, and services:
• Gather feedback from offenders and facilitators on accessibility related needs in all interventions, programs, and services (2026 to 2028)
• Address and prevent barriers to accessing programs and interventions:
• Remove barriers identified and ensure that any new offender programs and/or interventions are accessible (2026 to 2028)

Goals and monitoring

Progress will be monitored through the following methods:

• Track the status of identified accessibility issues noted on the centralized national feedback database to ensure that each issue is resolved
• Number of barriers removed, and any modifications made to revised program materials

Offender Accommodation

Offender accommodations are an area of focus for CSC, namely providing services that are people centred, including health services, as well as integrating proven technologies in a highly secure environment, i.e., institutions. An additional consideration is the aging population of those in custody.

Barriers and action plan

Goals and monitoring

• Structured approaches used to involve individuals in planning, decision-making, or service improvement are tracked and reported
• Tools and processes that allow offenders to share input on services and experiences are in place
• Specific changes made to services or care delivery as a direct result of patient feedback
• Provide clear policy guidance for offender accommodations
• Completion of review and analysis of litigation and human rights complaints
• Implementation of strategies based on findings

Transportation

CSC has reviewed its policies, practices, programs, and services and recognizes that barriers exist in the area of transportation. While the transportation pillar has limited implications for most CSC employees – who generally do not rely on CSC transportation for daily duties – these barriers may still impact the offender population. CSC is committed to working collaboratively with stakeholders to identify and implement concrete actions to address these barriers and will incorporate these measures into the next few years of the plan.

Consultation

Over the years, CSC has consulted with persons with disabilities to help guide and shape its approach to creating an accessible organization. Additionally, for this iteration of the plan and proposed actions, CSC consulted with the following groups:

• The National Persons with Disabilities Working Group
• Employees with disabilities at CSC
• CSC’s Inmate Committees

National Persons with Disabilities Working Group

On September 26th, 2025, the National Persons with Disabilities Working Group was provided with a copy of the plan, along with a set of guidance questions. Members were provided with the option of providing written or verbal feedback. The plan was presented at a working group meeting on October 8th, 2025.

The guidance questions were as follows:

• What are your overall thoughts about the outcomes/goals, barriers and actions proposed in the 2026 to 2029 Accessibility Plan
  • Do you feel the actions respond to the identified barriers? If no, please explain
  • Offices of Primary Interest (OPI) provided performance measures to monitor and track progress on actions that will be taken. What else may you suggest for monitoring progress on these actions
  • What else would you like to bring to the working group for discussion
• Is the document clear? What areas need more clarity

The following items were raised during the consultation session:

Duty to Accommodate: Members expressed hope that the GC Accessibility Passport would be a key focus of the plan. However, they raised concerns about the current accommodation request process. It was noted that while the Passport may help in some cases, it cannot resolve all delays. The existing process still requires review to address these issues. Suggestions included consulting persons with disabilities and conducting pulse surveys. This feedback has been shared with the DTA team for consideration.

• GC Accessibility Passport: It was suggested that the timeline of the implementation of the Passport should be shortened; however, given current resources, the timeline was not adjusted
• Accessibility Training: Concerns were raised about the creation of a new accessibility training as training exists on the Canada School of Public Service. CSC will ensure that there is no duplication and will focus on items specific to CSC
• National Champion for Persons with Disabilities: Discussions focused on whether a distinct champion should be nominated for Neurodivergent employees or if the title should be renamed to include Neurodivergent employees. The National Persons with Disabilities Working Group also committed to dedicate their time to supporting the Duty to Accommodate team with consultation and policy revisions

Employees with Disabilities

On November 10, 2025, CSC sent an internal communication aimed at all employees with disabilities to provide their input on the Accessibility Plan. Employees were invited to provide written feedback using the following questions as guidance:

• What is your overall opinion of the 2026 to 2029 Accessibility Plan? Please provide any specific feedback or observations
• Is the document simple, clear, and concise? If not, please identify areas where the document lacks clarity or conciseness
• What are your thoughts overall about the outcomes/goals, barriers, and actions proposed in the 2026 to 2029 Accessibility Plan
• Do you feel the actions respond to the identified barriers? If no, please explain
• Offices of Primary Interest (OPI) provided performance measures to monitor and track progress on actions that will be taken. What else may you suggest for monitoring progress on these actions
• Do you have any other comments or feedback not covered by the questions above? Feel free to provide any additional thoughts or concerns

Similar themes were raised by employees as with the working group:

• Duty to accommodate: Employees felt optimistic about the inclusion of the Government of Canada Accessibility Passport. Frustrations were shared on the current implementation of the Passport with some respondents sharing that they had to fill the current Duty to Accommodate form on items they had already included in their Passport
  • Additionally, employees appreciated that clearer instructions on the Duty to Accommodate process would be made available for employees and managers
• Feedback: In addition to the feedback process, some employees suggested regular pulse surveys to gauge employees’ perspectives on how actions outlined in the plan are progressing

Inmate Committees

CSC also engaged Inmate Committees to gain an additional perspective on accessibility, specifically from those who are incarcerated. Inmate Committees provide a forum through which inmates can provide input on institutional operations.

To guide their feedback, Inmate Committees were asked to provide their perspectives using the following questions related to barriers in their daily experiences as well as overall questions on the actions outlined in the new accessibility plan:

• Have you noticed barriers in the built environment
• Have you noticed barriers in communications, other than information and communications technologies
• Have you noticed any barriers in the design and delivery of programs, goods and services
• Do you have any suggestions for anything else that should be included in the plan

Below is a summary of the items highlighted by the inmate committees:

Overall, inmate committees noted a greater need for CSC to focus on offender needs in the accessibility plan and to act faster in addressing ongoing barriers to accessibility.