2023 – 2025 Accessibility Plan

May 30, 2024

Kingston Online Services (KOS)

1. General

Statement of Commitment

KOS is committed to ensuring equal access and participation for people with disabilities, including as it relates to being able to fully and equally gather information and conduct business through KOS’s website. KOS is committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. KOS complying in accordance with the foundational requirements found in the Accessible Canada Act (S.C. 2019, c. 10) (“ACA”), and the Canadian Radio-television and Telecommunications Commission Act (R.S.C., 1985, c. C-22) (“CRTC”).

We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws. For information on KOS’s accessibility policy, or if you are having difficulty using or accessing any element of this website, please email us at accessibility@kos.net and we will work with you to provide the information you seek through a communication method that is accessible for you.

KOS is committed to establishing policies, practices and procedures which govern how we service persons with disabilities. These policies, practices and procedures are consistent with the following principles:

  • To provide goods and services in a manner that respects the dignity and independence of persons with disability and is integrated to enable a person with a disability to obtain, use or benefit from the goods and services; and

  • To give persons with a disability an opportunity equal to that given to others to obtain, use and benefit from the goods and services.

Contact Information & Feedback Process

You can submit feedback about accessibility or this plan by contacting:

Rob Pritchard
(613) 549-8667
303 Bagot Street, Suite 16A
Kingston, ON
K7K 5W7

Information about how to submit feedback to us is also available on our public website at www.kos.net/accessibility

Any feedback that is in the nature of a complaint will be addressed directly to the complainant, if contact details are provided.

Alternative Formats

You can request alternative formats of this plan, and a description of our feedback process by contacting Rob Pritchard at accessibility@kos.net or (613) 549-8667.

An electronic version (that is compatible with assistive technology) of this plan can be downloaded immediately from our website at: www.kos.net/accessibility

We will provide the following alternative formats within 15 days of the initial request:

  • Print

  • Large print (increased font size)

We will provide the following alternative formats within 45 days of the initial request:

  • Braille (a system of raised dots that people who are blind or who have low vision can read with their fingers)

  • Audio (a recording of someone reading the text out loud)


Disability: Any impairment, or difference in physical, mental, intellectual, cognitive, learning, or communication ability. Disabilities can be permanent, temporary, or can change over time.

Barrier: Anything that might hinder people with disabilities’ full and equal participation. Barriers can be architectural, technological, attitudinal, based on information or communications, or can be the result of a policy or procedure.

Accessibility: The design of products, devices, services, environments, technologies, policies and rules in a way that allows all people, including people with a variety of disabilities, to access them.

2. ACA Program Key Areas

The Built Environment

KOS continually works to identify obstacles that may exist in order to provide barrier-free built environments in our offices.

We have assessed our physical spaces and have removed any existing barriers. When considering changes to our facilities we assess every decision to ensure we continue to provide barrier-free environments.

KOS has completed the following:

  • Assessed our offices and made the necessary changes to make them barrier-free and accessible for all.

  • Created a policy focused on accessibility throughout the entire customer service process, with a focus on any barriers or restrictions.

  • Engaged the team to review our offices and spaces and comment on anything that could be a barrier.

  • Hired an outside consultant to review our built environment and make suggestions for how we could improve.


KOS is committed to providing a safe, supportive and accessible workplace while building a culture that values diversity and inclusion. We work closely with our team and request feedback to continue to provide an up-to-date and comprehensive accessibility program.

  • We educate our employees through a program that raises awareness and promotes a clear understanding of accessibility, equity, inclusion and diversity.

  • We work with our team to help identify gaps at KOS and how we can continue to better work with individuals with accessibility needs.

  • Our hiring and accommodation practices have been reviewed by a Human Resources consultant to review our practices and suggest enhancements or identify gaps that existed.

  • We created an internal policy focused on accessibility standards for customer service.

Information and Communication Technologies (ICT)

KOS has worked hard to identify and eliminate barriers in our websites, computers, and products and services to make them more accessible for our customers as well as our own team.

  • We have worked on our website to make it more accessible.

  • We created accessibility guidelines to make sure our team was taking a consistent approach to delivering services or deploying technology.

  • We’ve had discussions with outside consultants to better understand how assistive devices should be used at KOS and where we could improve on our current delivery methods.

Communication, other than ICT

Whenever we are creating content or looking at new delivery systems for communication, we enter into discussions with an outside consultant to make sure we are making proper considerations.

  • Information sessions with our team to get feedback on our current communication systems and to look at areas of opportunity.

  • Discussed accessibility best practices to refer to when creating new systems or communications.

  • Had an outside consultant review our current communications and provide suggestions for improvements.

The procurement of goods, services and facilities

KOS is committed to fostering supplier diversity and addressing any barriers that are or could be encountered.

  • An assessment and review of all existing procedures and processes around the procurement of goods.

  • Worked with an outside consultant to review our current methods and identify barriers or areas of improvement.

The design and delivery of programs and services

Improving access to our systems while remaining focused on the customer experience has been integral to our efforts to better understand and remove barriers experienced by persons with disabilities.

  • Updated our training for all employees.

  • Improved our onboarding procedures to include a focus on better understanding accessibility needs.

  • Created a process that focuses on the delivery of customer service in a way that is accessible to all.

  • Worked with an outside consultant to review our current methods and identify barriers or areas of improvement.

KOS is committed to meeting the needs of our clients and employees and to treating everyone with dignity and respect. We welcome questions, concerns or other feedback regarding accessibility.