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OLG Annual Accessibility Status Report

Updated December 2023



OLG proudly supports the rights of People with Disabilities to equal access to services and products and continually strives to bring inclusivity to our products, services, and our workplace. As a reflection of that support, the Accessibility Status Report outlines the progress made over the course of the calendar year which correspond to requirements set out under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Integrated Accessibility Standards Regulation (Ontario Regulation 191/11).

In addition, OLG has developed the OLG Truths, a set of principles and core values that provide clarity and focus to continually drive value for Ontarians. The principles set out in the OLG Truths underpin our commitment to accessibility and continual improvement:

  • We Care for Ontario
  • We Play as One Team
  • We Are Player Obsessed
  • We Dream Big and Champion Change
  • We Celebrate our Difference

The 2023 Status Report includes updates on completed accessibility initiatives that are in alignment with the OLG's Multi-year Accessibility Plan.

Integrated Accessibility Standards Regulation (IASR)

  • In 2023, the Ontario Lottery and Gaming Corporation (OLG) remained in compliance with the Ontario Regulation 191/11, Integrated Accessibility Standard.
  • Beginning in 2009, OLG introduced an accessible feedback process to receive and respond to inquiries and suggestions from the public by mail, telephone, BRS (Bell Relay Service), and more recently an accessible chat interface on We continue to strive to ensure all feedback mechanisms are inclusive to all customers.
  • In June 2023, the OLG took part in a Desk Audit process led by the Ministry of Seniors and Accessibility. This process involved a thorough review of policies and procedures to ensure compliance with AODA requirements. OLG appreciates the collaboration with the Ministry of Seniors and Accessibility and successfully completed the process with minor changes being recommended. Those changes have been fully implemented.

Accessibility policies

  • OLG’s consolidated Accessibility Policy is available in accessible PDF format. Alternative formats can be provided on request.

Accessibility plans

  • The OLG Multi Year Accessibility Plan outlines the corporation’s strategy to prevent and remove barriers to accessibility, and has been refreshed to incorporate proposed initiatives  for the periods of 2022 – 2026.

Procuring or acquiring goods, services, or facilities

Embedding accessibility within procurement processes is essential to ensuring the inclusivity of your products, services, and workplace. As a practice:

  • OLG incorporates accessibility criteria and features when procuring or acquiring goods, services, or facilities.
  • OLG Requests for Information, Quotes and Proposals are reviewed for accessibility criteria prior to distribution.
  • OLG’s Accessibility Department participates in reviews of all new OLG initiatives to ensure accessibility is taken into consideration, and as applicable, captured in the planning process and throughout the initiative lifecycle.
  • OLG continually investigates opportunities to improve the procurement of goods and services that have accessibility features.

2023 Achievements:

  • The OLG Accessibility Department participated in approximately 50 applicable procurement related engagements.
  • Enhanced dedicated language for the inclusion in procurement related documents where applicable and with the aim of   informing potential vendors of applicable accessibility related obligations arising in a particular engagement and to guide potential vendors through the process of providing information with respect to their offerings.

Self-service kiosks

OLG routinely works to incorporate accessibility features into self-service kiosk technology and seeks to collaborate with vendors to identify and remove common barriers encountered on these platforms.

Emergency procedures and plans

Emergency procedures and plans that are prepared by OLG and made available to the public are made available in an accessible format, upon request.

Training and Education

Accessibility training, education and awareness provides OLG employees with the knowledge and tools needed to ensure AODA requirements are embedded throughout all workstreams. The following training, education and awareness initiatives are offered annually:

  • All new employees must complete introductory AODA training.
  • Quarterly Lunch and Learn sessions focusing on various accessibility topics from general awareness to tips for embedding accessibility in day-to-day operations.
  • Two events delivered through OLG’s Disability and Inclusion Network (DIN), of which the Accessibility Director is a co-chair.
  • The Accessibility Department participates in regular reviews of new web-based training content for OLG staff, providing feedback on the content, web player interface, and alternative formats.
  • Provide ad hoc accessibility training to developer, designer and QA resources.
  • Curated list of accessibility resources and reference materials.

2023 Achievements:

  • OLG’s Accessibility Department delivered over 500 minutes of accessibility related training to the organization.
  • Refreshed the AODA Customer Service Training curriculum and delivered two training sessions.


  • OLG continually monitors the feedback processes to ensure they are accessible and inclusive. Existing feedback processes were revised to ensure the processes are accessible and inclusive.
  • OLG customer feedback processes allow for multiple types of communication such as accessible chat (OL, email, telephone, regular mail, and Bell Relay Service.
  • OLG calls are monitored, and all accessibility related inquiries are forwarded to the OLG Accessibility Department for review and resolution as required.

Websites and web content

  • OLG prioritizes the accessibility of our digital content to provide equitable experiences for our customers. OLG aligns to the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA standard. This is over and above the requirements prescribed by IASR.
  • OLG embeds accessibility tooling (automation), within the development and testing lifecycle to ensure we minimize accessibility issues within shipped code.
  • Accessibility resources work closely with agile digital teams to proactively weed out accessibility barriers within digital products, including design annotation, testing and coaching.
  • External web service providers are required to certify all new web development and content completed for OLG complies with WCAG 2.1 Level AA.
  • PDF content is reviewed and remediated to meet both WCAG 2.1 AA requirements and PDF/UA standards prior to publishing.

2023 Achievements:

  • Successful integration into agile digital content teams, and rollout of robust process for proactively minimizing accessibility defects

Workplace emergency management

Where OLG is aware that an employee has a disability and that there is a need for accommodation, individualized workplace emergency response information will be provided to the employee.

Information and Communications

OLG continues to ensure that our policies align with both regulatory requirements and inclusive best practices. As such, accessibility policies are reviewed biannually with the goal of eliminating barriers for employees and members of the public with disabilities, as well as comply with the requirements of the AODA standards.


2023 Achievements:

  • OLG hosted a panel discussion on workplace accommodations to commemorate International Day of Persons with Disabilities.

Design of Public Spaces

OLG is committed to complying with Design of Public Spaces Standards and its goal to remove barriers in public spaces and buildings.  OLG will ensure that any applicable requirements for new construction and redevelopments, as set out and scheduled in the standards, are followed

  • Accessibility considerations were prioritized in the revitalization of OLG office spaces in Toronto and Sault St Marie locations.
  • Accessibility Department consulted with Prize Centre staff on upcoming renovations
  • Small modification to accessible service counter at Prize Centre location, affixing clear signage to the accessible counter