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OLG Multi-year Accessibility Plan

2022 - 2026


The Accessibility for Ontarians with Disabilities Act (AODA) was enacted in 2005 with the goal of transforming Ontario into an accessible, barrier-free province by 2025. Almost 20 years later, it remains to be seen if that goal will be met. However, it is the duty of every government agency to be an exemplar for the change prescribed within the AODA and Integrated Accessibility Standards Regulation (IASR).

OLG’s Accessibility Department has an accessibility practice with a track record of over a decade promoting the AODA and embedding accessibility within our products and services. In the pages that follow, we will outline our high-level accessibility strategy for the period of 2022-2026, highlighting high-level initiatives that foster accessibility and demonstrate our commitment to Ontarians.

It is important to note that this document is not static and may be updated periodically. The initiatives captured within are also subject to change.

Any comments or inquiries related to this multi-year accessibility plan can be directed to [email protected].

Statement of Commitment

OLG believes strongly in upholding the rights of Ontarians with disabilities and is committed to embedding accessibility within our products, services, and employment practices.

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

Using these principles as a catalyst for positive change, we will continually push to ensure OLG does its part to meet the objectives laid out by the AODA, and where possible, move toward a people first approach that exceeds requirements set out in the legislation.

As OLG’s accessibility program matures, we will continue to move beyond what is legislatively required and focus on understanding and delivering on our stakeholder’s needs.

Measuring Program Success

Measuring the efficacy of this program is critical to ensuring its continued success. OLG will engage in the following regular monitoring activities to ensure we deliver on our commitments and will leverage the following tools to monitor and report on AODA related activities:

Annual Progress Report

Each December, OLG will publish a report on its website that outlines all activities and accomplishments that pertain to accessibility for that calendar year.

Biennial Accessibility Report

Every two years, OLG will submit a report to the government to ensure our reporting obligations are met.

Accessibility Maturity Model

OLG is currently in the process of establishing an accessibility maturity model that will provide a measurement criterion for evaluating the effectiveness of our accessibility program and provide guidance for continual improvement.

The OLG Accessibility Maturity Model will leverage the World Wide Web Consortium’s (W3C) Accessibility Maturity Model as a framework.

Initiatives and Outcomes

This section outlines a high-level overview of initiatives for this period, organized by IASR regulation, as well as desired outcomes for each.

General Requirements


  1. OLG is committed to embedding accessibility within its procurement processes. We will continually evaluate and update these processes as needed.
  2. Additionally, we will look to develop an Accessible Procurement Toolkit to underpin this process.

Outcomes: Accessibility, as a practice, is most successful when considered early on in any process, while procurement is often one of the earliest opportunities to gather requirements. It is critical that accessibility is explored and embedded within the procurement process to ensure accessible outcomes for stakeholders.


  1. Refresh of OLG’s internal AODA training e-module.
  2. Establish internal Accessibility Resource Hub.
  3. Develop comprehensive Customer Service training e-module. Training module to be completed yearly by customer facing staff.
  4. A minimum of four companywide accessibility awareness sessions will be held per year.
  5. Continual development and delivery of ad hoc training and resources as potential gaps are identified.
  6. All delivered training will be tracked, including date delivered, materials and number of attendees.

Outcomes: Not everyone is an accessibility expert. Accessibility training helps clarify roles and responsibilities which help stakeholders understand how they contribute to accessibility and inclusivity within their workstreams. A robust training program also builds organizational competency and accelerates the maturity of the overall accessibility practice.

Customer Service

  1. Ongoing evaluation of customer service processes, procedures, and policies to ensure OLG continuously meets the needs of our customers.
  2. Customer services policies will be updated to reflect changes as they are made.
  3. Creation of comprehensive Customer Service AODA training e-module. This module will be required viewing for all customer facing staff, on an annual basis, following rollout.

Outcomes: Customer service is at the heart of what we do as an organization. OLG will continue to strive to ensure that our products and services are accessible and available to all Ontarians.

Information and Communication

  1. Deploy accessibility tooling and integrate into developer and quality assurance (QA) workflows to maximize automation opportunities.
  2. Conduct bi-annual accessibility audits on OLG digital properties.
  3. Document accessible design patterns for OLG design system.
  4. Develop kiosk and self-service accessibility requirements to assist in the procurement and deployment of these devices so they align with AODA expectations.
  5. Explore opportunities to build iCasino games with expanded set of inclusive features.
  6. Review and update emergency plans to account for office revitalization and hybrid work arrangements.

Outcomes: Further embed accessibility within processes to ensure the inclusivity of the information and communications to our stakeholders.


  1. Continue to provide information and resources on destigmatizing disability through OLG’s Employee Resource Groups (ERG): Mental Health and Disability and Inclusion Networks.
  2. Establish internal feedback mechanism for employees through the Disability and Inclusion Network ERG.
  3. Facilitate mandatory mental health training for people leaders.
  4. Review and augment accessibility resources and supports for hiring managers during the recruitment process.
  5. Review and augment OLG accommodation processes as required.
  6. Develop resources for managers to promote inclusive hiring practices.

Outcomes: Continue to foster an accessible environment for prospective and existing employees alike.

Design of Public Spaces

  1. Organize an independent built environment audit of OLG Playsmart Centres across Land Based Gaming facilities.
  2. Incorporate accessibility guidance for newly constructed or significantly altered public spaces.
  3. Prioritize accessibility for office revitalization initiative.

Outcomes: Maximize the accessibility of our built environment for customers and employees alike.

Questions, Comments or Concerns?

OLG is committed to continuous improvement to ensure an accessible, inclusive experience for all Ontarians.

If you have feedback with respect to our plans, or any aspect of our program, please contact us at: [email protected].


Chris O’Brien

Director of Accessibility, OLG.