Office of the Superintendent of Financial Institutions Accessibility Plan 2026-2028

2.1 Background on the Office of the Superintendent of Financial Institutions

The Office of the Superintendent of Financial Institutions (OSFI) is an independent federal government agency that regulates and supervises more than 400 federally regulated financial institutions to determine whether they are in sound financial condition and meet their legislated requirements. OSFI also regulates and supervises approximately 1,200 private pension plans subject to federal oversight to determine if they meet the minimum funding requirements and are complying with other requirements. Although OSFI plays an important oversight role, it does not manage the operations of financial institutions and pension plans.

The Office of the Chief Actuary is an independent unit within OSFI that provides actuarial valuation and advisory services to the federal government.

OSFI is a Schedule V agency under the Financial Administration Act (FAA) and is governed by the Public Service Employment Act (PSEA). As of March 31, 2025, OSFI had 1249 employees, a decrease from the previous year’s population of 1299. OSFI has offices located in Ottawa, Toronto, Montreal, and Vancouver. Abiding by the Government of Canada’s Return to Office mandate in 2025, most employees have worked in a hybrid in-office and telework arrangement.

2.2 Organization contact information

The accessibility lead for OSFI is within the Human Resources division. For more information, to provide feedback, to get a description of our feedback process, or to request alternate formats of this Plan, you can contact:

Feedback can be submitted anonymously or with personal information identified. All feedback will be acknowledged within 15 business days through the same means by which it was received, unless it was received anonymously.

2.3 Accessibility statement

OSFI is committed to supporting accessibility at all levels of our workforce. At OSFI, we are working on creating a barrier-free environment so that employees with disabilities are not prevented from providing their expertise in their service to Canada. We also want to make sure that the needs of any person with disabilities visiting our premises are always considered and met. We understand the importance of creating accessible and inclusive environments and are dedicated to helping create a more accessible Canada.

The Accessibility Plan Lead is driving this work. However, every employee at OSFI is responsible for learning about accessibility and demonstrating inclusion in their work, their workplace, and their behaviours. We all have an important role to play.

Plan objectives

The Accessibility Plan supports employees in:

• Understanding accessibility and its impact on persons with disabilities
• Engaging persons with disabilities in policy and program development
• Designing inclusive experiences and communications
• Building skills to deliver accessible services
• Promoting a culture of accessibility

Key focus areas

1. Policies & Procedures: Apply an accessibility lens and further clarify roles and responsibilities.
2. Training & Learning: Equip staff to implement accessible practices.
3. Communications: Ensure internal and external messaging is accessible.
4. Process Integration: Embed accessibility in all aspects of work design and delivery.
5. Procurement: Consider accessibility throughout the procurement lifecycle.
6. Prioritization: Leadership will consider all the elements of the Accessibility Plan and will prioritize which to address first. This will be based on actions that make the biggest impact, build momentum, and drive change.

2.4 Definitions/ key terminology

Accessibility

Accessibility refers to how services, technology, locations, devices, environments, and products are designed to accommodate persons with disabilities. Accessibility means giving people of all abilities equal opportunities to take part in life activities. The term implies conscious planning, design, and/or effort to make sure something is barrier-free to persons with disabilities. Accessibility also benefits the general population by making everything more usable and practical for all people.

Barrier

According to the Accessible Canada Act (2019):

“Barrier means anything – including anything physical, architectural, technological or attitudinal, anything that is based on information or communications or anything that is the result of a policy or a practice – that hinders the full and equal participation in society of persons with a physical, mental, intellectual, learning, communication or sensory impairment or a functional limitation.”

Disability

According to the Accessible Canada Act (2019), disability is:

“A physical, mental, intellectual, learning, communication or sensory impairment – or a functional limitation – whether permanent, temporary or episodic in nature, that, in interaction with a barrier, hinders a person’s full and equal participation in society.”

Anyone can identify as a person with a disability (PWD) if they experience one or more of these impairments or functional limitations that, in interaction with a barrier, hinders their full and equal participation in society.

Federal public service

Refers to the core public administration (departments and agencies named in Schedules I and IV of the Financial Administration Act (FAA), for which the Treasury Board Secretariat (TBS) is the employer) and separate agencies (organizations named in Schedule V of the FAA).

Accessibility, Accommodation and Adaptive Computer Technology

The Accessibility, Accommodation and Adaptive Computer Technology (AAACT) is a program that offers public servants with disabilities a wide range of adaptive computer technologies, tools, training, services, and resources. The goal of the AAACT program is to help the public service support departments that offer programs and services to Canadians and to build accessible workplaces with equal opportunities for all employees

2.5 Consultations

To support the development and implementation of our Accessibility Plan, OSFI has selected an executive champion for Accessibility and is supported by an Accessibility Implementation Working Group (AIWG). The AIWG consists of dedicated employees committed to removing barriers for persons with disabilities by working together to create an inclusive and accessible culture at OSFI. The working group engages with stakeholders and functional experts to evolve our policies, programs, and services, and then reflects and advances these through OSFI's Accessibility Plan. The working group, established in 2024, is structured to represent each of the 7 areas of the Accessible Canada Act, and includes representation from our internal Employment, Equity, and Diversity Advisory Committee (EEDAC) and our grassroots employee resource group, the Inclusion Network's (IN) mental health and accessibility stream.

Additionally, to guide our work, we conducted an anonymous Annual Accessibility Survey with all employees and received feedback from over 500 employees. The survey results raised the need to further increase awareness of our accommodation process, communicate about neurodivergence and invisible disabilities. There is a need for more training, and suggestions for updates we can make to increase accessibility in our built environments. The survey also provided feedback on our existing technology tools.

The AIWG members proposed objectives, actions, and key performance indicators for this accessibility plan. Their proposal was reviewed by OSFI’s division heads responsible for the various ACA priority areas to confirm timelines and to ensure that each action is incorporated in their work plans and is specific, measurable, actionable, realistic, and time-bound (SMART).

In consultation with persons with disabilities, we’ll continue to identify barriers to accessibility within our organization and work to eliminate them. We remain committed to addressing these barriers and creating an OSFI that’s inclusive of all.

There are seven priority areas described under Section 5 of the Accessible Canada Act. These areas include:

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

The following sections are divided into these areas. Each section will include a short summary, an overview and accessibility actions we plan to take in the next three years. To support this plan and ensure effective and accountable progress, we have determined internal key performance indicators.

4.1 Employment

Employment includes an employee’s entire experience at OSFI, from the time the recruitment process starts until they leave the organization. OSFI wants employees with disabilities to feel supported throughout their journey with us. This includes recruitment, hiring, onboarding, development, promotion, and exit from the organization. OSFI cares about being a responsible employer and is committed to ensuring a barrier-free workplace for all employees.

Objective: We will conduct an accessibility employment journey self-assessment, raise awareness of the accommodation process, continue to deliver targeted training, enhance accessibility awareness, and foster an Inclusive culture that supports neurodivergence.

Planned Actions:

By the end of 2026, OSFI will:

• Promote the accommodation request process and encourage the use of the accessibility passport.
• Communicate and encourage managers to complete training on the Duty to Accommodate
• Embed accessibility content in the employee onboarding process.
• Launch an accessibility awareness campaign, providing guidance and training on frequently used tools and available services (i.e. MS Teams, Excel, PPT).

By the end of 2027, OSFI will:

• Update the Intranet page, capturing a list of accessibility directives, guidance, passport instructions, processes, and training.
• Share training on the standards on Accessibility for ICT products and services.
• Further raise awareness that accessibility includes cognitive and invisible disabilities.

By the end of 2028, OSFI will:

• Review and document accessibility barriers across recruitment, onboarding, retention, and advancement using the Employment Standard.
• Communicate an action plan to address any barriers found in the employment journey.
• Add a link to the ServiceNow platform on the intranet page to easily request new accessibility service requests. This will help us better track the request types.

Responsibility: Human Resources, Communications, Information Management and Information Technology (IMIT)

4.2 Built environment

The built environment at OSFI includes all physical spaces that OSFI employees interact with as part of their work, including work from home. OSFI understands that accessible spaces are key to having an environment where persons with disabilities can work to their full potential. Achieving accessibility of built environments is complex because OSFI has employees who work in hybrid environments and office locations in Ottawa, Toronto, Montreal, and Vancouver.

Objective: We are working to optimize sensory and physical accessibility in the workplace while expanding and promoting inclusive private wellness spaces. We will always consider accessibility as we build and update our spaces. OSFI is dedicated to removing any physical barriers our employees with disabilities face.

Planned Actions:

By the end of 2026, OSFI will:

• Aim to provide an update on the lighting barrier noted in the employee survey, along with potential actions under consideration.
• Develop a process to annually maintain automatic door openers in all OSFI offices and fix any non-automatic doors.
• Install medical sharps disposal bins (invisible accessibility) in all kitchens.
• Work with building management to address poor lighting and ensure all washroom sensors are functioning properly and meet accessibility standards.
• Increase communication and encourage employees to report locations of temperature issues in our offices when temperatures are uncomfortable.
• Address the noise sensitivity barriers identified in the employee survey by recalibrating and adjusting the sound masking system to reduce office noise levels.
• Raise awareness on the roles and responsibilities of floor wardens during emergency building evacuations.

By the end of 2027, OSFI will:

• Review and, where needed, install more signage in the office and communicate more frequently on scent sensitivities and air quality on the intranet.
• Have a dedicated wellness room operational in each OSFI office and will work to increase the number based on existing Government of Canada standards and GC Workplace design guidelines.

Responsibility: Security and Facilities Services, Communications.

4.3 Information and communication technologies (ICT)

Information and Communication Technologies (ICT) in this report relate to all aspects of the technologies that OSFI employees interact with as part of their job. OSFI is aiming for universal design in our systems, making them easy to use for all, while supporting individuals’ needs as required. Our hardware and software can be used by people with a wide range of abilities and disabilities. We are now moving from a reactive approach to a proactive approach, where we plan for accessibility by design.

Objective: As part of this accessibility plan, we are aiming to review and upgrade hybrid video conference (VC) technology to resolve accessibility barriers identified in our accessibility survey. We are also aiming to improve IM/IT processes to procure and provide hardware and software accessibility services.

Planned Actions:

By the end of 2026, OSFI will:

• Update video conference equipment in 3 Salon boardrooms as part of an existing refresh currently ongoing.
• Conduct a review of existing boardroom VC equipment to report on all accessibility concerns, such as network performance, audio capture quality, video capture quality, feasibility of closed captioning and simultaneous translation.

By the end of 2027, OSFI:

• IT Service Desk staff will participate in on-site training offered by the AAACT Centre of excellence to develop accessibility subject matter expertise.

By the end of 2028, OSFI will:

• Develop and implement a solution to address all recommendations outlined in the review report to improve VC accessibility.
• Consider accessibility concerns for all future requests for new investments.
• Adopt the ServiceNow platform as the centralized tool to request accessibility services, including requesting ergonomic assessments, new software requests, new hardware requests, and scheduling accessibility demos of frequently used tools.

Responsibility: IMIT and Facilities Services

4.4 Communications other than information and communication technologies

This section, defined under the ACA, relates to all forms of communications distributed within OSFI and communications distributed outside of the organization. OSFI is committed to making all internal and external communications for the organization accessible by design – a mindset of designing policies, products, processes, and services with accessibility at the forefront. We want everyone to clearly understand the information we share and have easy access to information in formats that work for them.

Objective: We aim to conduct a communications self-assessment, develop and implement accessibility guidelines for communication, meetings, and events. We will work to enhance the accessibility of our communication channels to ensure inclusive design principles are reflected.

Planned Actions:

By the end of 2026, OSFI will:

• Update and further clarify the accessibility request process on the external site.
• Commit to having a simple process in place to request accessible external documents.

By the end of 2027, OSFI will:

• Create a guideline document that will assist employees in considering accessibility requirements in communications, meetings, and events.
• Release a refreshed communication policy with accessibility considerations.
• Work to ensure clients know how to produce accessible documents.
• Commit to having a simple process in place to request accessible internal products.
• Ensure all automated tools and templates launched under the umbrella of the Intranet Renewal can produce accessible content.

By the end of 2028, OSFI will:

• Conduct a communication self-assessment and align with the Communications Standard, embedding feedback from persons with disabilities.

Responsibility: Communications

4.5 Procurement of goods, services, and facilities

This section on procurement relates to all goods and services procured by OSFI as well as the procurement process itself. As a large purchaser of goods and services, the federal public service can be a leader in accessible procurement. OSFI wants to incorporate universal design principles into procurement processes and consider the diverse needs of the broadest range of end users. We understand that thinking about accessibility from the beginning can cost less than modifying or replacing a good or service later.

Objective: Strengthen internal capacity to apply accessibility requirements in procurement.

Planned Actions:

By the end of 2028, OSFI will:

• Embed accessibility requirements into RFPs and contracts, where appropriate, and implement any new Government of Canada accessibility standards and supporting tools (e.g., ICT standards, procurement templates) as they become available.

Responsibility: Procurement Team

4.6 Design and delivery of programs and services

This section is centered around how OSFI engages with stakeholders. As a prudential regulator, OSFI undertakes regulatory and supervisory activities as its main business line of service delivery. OSFI is working hard to become a more inclusive workplace for persons with disabilities. However, we need to better understand the accessibility of our interactions with our external stakeholders.

We will encourage consultations with employees with disabilities, seek out best practices and work to improve the service delivery experience. We aim to monitor impact and drive continuous improvements.

Objective: Internally, we aim to promote training to further encourage employees to consider accessibility in the design phase of programs and improve the service delivery experience.

Planned Actions:

By the end of 2026, OSFI will:

• Promote best practices and training for employees and managers designing and delivering programs and services to meet accessibility and Gender-Based Analysis plus (GBA+) requirements.
• Communicate on accessibility requirements, share the standards, provide links to TBS tools, and, if needed, offer consultation opportunities with the Accessibility Implementation Working Group.

By the end of 2027, OSFI will:

• Share best practices and instill a feedback mechanism for the design phase of programs.

Responsibility: All division heads and the AIWG

4.7 Transportation

OSFI does not run any transportation services however, we understand the importance of considering accessible transportation for our employees attending offsite training, gathering, and transportation to the office with disabilities.

Objective: OSFI will work to improve accessibility of off-site gatherings and training and create a list of publicly available accessible parking spots near all OSFI offices so that our employees can come to work comfortably.

Planned Actions:

By the end of 2026, OSFI will:

• Compile a list of publicly available accessible parking spots near OSFI offices.

By the end of 2027, OSFI will:

• Develop a guidance sheet for admin coordinators, executive assistants, and other planners on accessible travel to offsite meetings, training, conferences, and event logistics (including physical and sensory accessibility considerations) and update existing planning templates and guidance documents.

Responsibility: All division heads and the AIWG

OSFI welcomes feedback on accessibility, especially from persons with disabilities. We have established the following process for receiving and actioning feedback related to accessibility. Feedback related to barriers to accessibility at OSFI or the implementation of OSFI’s Accessibility Plan can be directed to:

Feedback can be submitted anonymously or with personal information identified. All feedback will be acknowledged within 15 business days through the same means by which it was received, unless it was received anonymously.

The feedback will be taken into consideration by the Inclusion, Diversity, Equity, and Accessibility team. It will then be forwarded to the relevant divisions when necessary.

If the feedback included contact information, any immediate action resulting from the feedback will be communicated to the person who submitted the feedback. All feedback related to accessibility will be captured in a central location for analysis and recordkeeping. Feedback will be used to help identify, prevent, and remove barriers in a timely manner.