Accessibility for Ontarians with Disabilities Act (AODA) Elavon Canada Company Multi-Year Accessibility Plan, 2027-2031
Last updated October 19, 2026
This Multi-Year Accessibility Plan describes the actions Elavon Canada Company will take from 2027 through 2031 to identify, prevent and remove barriers for people with disabilities and meet its obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), Ontario Regulation 191/11, Integrated Accessibility Standards and applicable requirements of the Ontario Human Rights Code. The plan applies to Elavon Canada’s Ontario operations. It will be reviewed at least once every five years and updated sooner when organizational practices or applicable requirements change.
Statement of commitment
Elavon Canada Company is committed to identifying, preventing and removing barriers for people with disabilities. We strive to provide our goods, services, facilities, employment opportunities and information and communications in a manner that respects the dignity and independence of people with disabilities and supports integration and equal opportunity. Elavon Canada will maintain written accessibility policies, make this plan and its statement of commitment publicly available and provide these materials in an accessible format upon request. We will implement this plan through accountable business owners, documented evidence and periodic monitoring.
Information and communications
Our commitment to our customers with disabilities includes a dedicated accessibility office and director who oversees our enterprise accessibility policy and digital accessibility standard, working with our product, risk and customer service teams to ensure we actively identify and remove barriers, making it easy to do business with our company.
Elavon Canada will maintain websites and web content that it controls in conformance with WCAG 2.1 Level AA. New or materially modified digital properties within scope of Elavon Canada’s digital accessibility requirements will undergo applicable automated and manual accessibility testing before production release. Identified accessibility defects will be corrected before release or documented and managed through an approved remediation process consistent with internal requirements.
Elavon Canada does not typically make emergency procedures, plans or public safety information available to the public, but if it does, Elavon Canada will provide that information in an accessible format or with appropriate communication supports, as soon as practicable, upon request.
Elavon Canada will periodically review its goods, services, facilities, employment practices, information and communications, digital properties and procurement processes to identify accessibility barriers. Reviews may consider accessibility feedback, accommodation requests, accessibility testing results, complaints, employee input and changes to applicable requirements. Identified barriers will be evaluated, assigned to an appropriate business owner and addressed through a documented remediation plan.
Self-service kiosks
When designing, procuring or acquiring self-service kiosks for use in Ontario, Elavon Canada will consider accessibility features and the needs of people with disabilities. Where kiosks are within scope during the plan period, the responsible business area will document how accessibility was considered.
Accessible formats and communication supports
Upon request, Elavon Canada will provide or arrange for the provision of accessible formats and communication supports for information and communications within its control. Elavon Canada will consult with the person making the request to determine a suitable format or support, provide it in a timely manner and charge no more than the regular cost charged to others, if any. Available formats or supports may include large print, braille, audio or another support appropriate to the person’s needs.
Elavon Canada will notify the public and employees that accessible formats and communication supports are available upon request.
Accessible Customer Service
Elavon Canada will provide accessible customer service in a manner that respects the dignity and independence of people with disabilities. We will communicate in ways that take disability-related needs into account, permit assistive devices, service animals and support persons as required, and provide notice of temporary disruptions affecting accessible facilities or services. Customer-facing employees and other people who provide goods, services or facilities on Elavon Canada’s behalf will receive role-appropriate training as soon as practicable and when relevant practices or procedures change.
Employment
Elavon Canada will maintain accessible employment practices throughout the employment lifecycle. This includes notifying employees and the public that accommodations are available during recruitment; consulting with applicants about suitable accommodations; and notifying successful applicants of accommodation policies. Employees will be informed of policies supporting employees with disabilities when they begin employment and when those policies change. Upon request, Elavon Canada will consult with an employee to provide accessible formats and communication supports for information needed to perform the employee’s job and information generally available in the workplace.
When Elavon Canada is aware that an employee has a disability and individualized workplace emergency response information is necessary, it will provide that information as soon as practicable. With the employee’s consent, the information may be shared with a person designated to assist the employee. It will be reviewed when the employee moves to a different location, when the employee’s accommodation needs or plans are reviewed and when general emergency response policies are reviewed.
Elavon Canada will maintain documented processes for individual accommodation plans and return to work. Individual accommodation plans will address participation by the employee, assessment on an individual basis, possible external evaluation, confidentiality, review frequency, communication of any denial and accessible-format needs. Accessibility needs and individual accommodation plans will be considered in performance management, career development, advancement and redeployment.
If you would like more details about our commitment, we encourage you to review the following information:
Customer Services Standards Policy (PDF)
Employment Standards Policy (PDF)
Procurement
When procuring or acquiring goods, services or facilities, Elavon Canada will incorporate accessibility criteria and features where practicable. When it determines that doing so is not practicable, it will provide an explanation upon request.
Applicable agreements with third parties will include accessibility requirements appropriate to the goods, services or facilities being acquired. Elavon Canada will continue to improve processes for evaluating supplier accessibility, documenting accessibility decisions and monitoring remediation where barriers are identified.
Design of public spaces
If Elavon Canada newly constructs or redevelops a public space covered by the Integrated Accessibility Standards Regulation (IASR), it will meet the applicable accessibility requirements. Elavon Canada will also maintain procedures for preventive and emergency maintenance of accessible elements in those spaces and for addressing temporary disruptions when accessible elements are not in working order.
Training
Elavon Canada will provide training appropriate to each person’s duties to employees, volunteers, individuals who participate in developing policies and other persons who provide goods, services or facilities on Elavon Canada’s behalf. Training will address accessibility regulations and standards, accessible customer service and functional needs of people with disabilities. It will be provided as soon as practicable, when relevant policies or practices change and through applicable refresher training. Elavon Canada will maintain written records of required training, including the dates provided and the number of individuals trained.
Monitoring, reporting and review
|
Area |
Planned action |
Target timeframe |
Measure or evidence |
|---|---|---|---|
|
Governance |
Review accessibility policies and this plan, confirm accountable owners and update public materials when needed |
Annually; formal plan update by 2031 |
Approved review record, updated plan and public posting |
|
Barrier identification |
Review feedback, complaints, accommodation themes, accessibility testing and employee input and track remediation |
Annually |
Findings, assigned owners, target dates and closure evidence |
|
Digital accessibility |
Maintain WCAG 2.1 Level AA conformance for in-scope websites and content and continue pre-release testing and remediation |
Ongoing |
Automated and manual testing evidence and remediation records |
|
Information and communications |
Validate accessible-format, feedback and public emergency-information processes |
2027, then annually |
Process review, notices and request records |
|
Customer service |
Review practices for assistive devices, service animals, support persons and temporary disruptions |
2027, then ongoing |
Updated procedures, notices and training records |
|
Employment |
Review recruitment, accommodation, workplace emergency response, return-to-work and talent processes |
2027–2028 |
Completed process review and documented actions |
|
Procurement |
Strengthen accessibility criteria, supplier evaluation and documentation of practicability decisions |
2027 |
Updated procedure, contract language and review evidence |
|
Training |
Validate required audiences, content, timing and recordkeeping |
2027, then ongoing |
Training content, completion data and required records |
|
Kiosks |
Determine applicability and document accessibility features considered when designing or acquiring self-service kiosks |
2027 and upon acquisition |
Applicability assessment or procurement record |
|
Public spaces |
Confirm applicability for new construction or redevelopment and maintain disruption and maintenance procedures |
Upon applicable project |
Project documentation and maintenance procedures |
|
Compliance reporting |
File the 2026 accessibility compliance report and future reports required during the plan period |
December 31, 2026 and each applicable reporting deadline thereafter |
Certified submission and supporting records |
Area
Governance
Planned action
Review accessibility policies and this plan, confirm accountable owners and update public materials when needed
Target timeframe
Annually; formal plan update by 2031
Measure or evidence
Approved review record, updated plan and public posting
Area
Barrier identification
Planned action
Review feedback, complaints, accommodation themes, accessibility testing and employee input and track remediation
Target timeframe
Annually
Measure or evidence
Findings, assigned owners, target dates and closure evidence
Area
Digital accessibility
Planned action
Maintain WCAG 2.1 Level AA conformance for in-scope websites and content and continue pre-release testing and remediation
Target timeframe
Ongoing
Measure or evidence
Automated and manual testing evidence and remediation records
Area
Information and communications
Planned action
Validate accessible-format, feedback and public emergency-information processes
Target timeframe
2027, then annually
Measure or evidence
Process review, notices and request records
Area
Customer service
Planned action
Review practices for assistive devices, service animals, support persons and temporary disruptions
Target timeframe
2027, then ongoing
Measure or evidence
Updated procedures, notices and training records
Area
Employment
Planned action
Review recruitment, accommodation, workplace emergency response, return-to-work and talent processes
Target timeframe
2027–2028
Measure or evidence
Completed process review and documented actions
Area
Procurement
Planned action
Strengthen accessibility criteria, supplier evaluation and documentation of practicability decisions
Target timeframe
2027
Measure or evidence
Updated procedure, contract language and review evidence
Area
Training
Planned action
Validate required audiences, content, timing and recordkeeping
Target timeframe
2027, then ongoing
Measure or evidence
Training content, completion data and required records
Area
Kiosks
Planned action
Determine applicability and document accessibility features considered when designing or acquiring self-service kiosks
Target timeframe
2027 and upon acquisition
Measure or evidence
Applicability assessment or procurement record
Area
Public spaces
Planned action
Confirm applicability for new construction or redevelopment and maintain disruption and maintenance procedures
Target timeframe
Upon applicable project
Measure or evidence
Project documentation and maintenance procedures
Area
Compliance reporting
Planned action
File the 2026 accessibility compliance report and future reports required during the plan period
Target timeframe
December 31, 2026 and each applicable reporting deadline thereafter
Measure or evidence
Certified submission and supporting records
Feedback and contact information
Elavon Canada welcomes feedback about the accessibility of its goods, services, facilities, information, communications and feedback process, including how employees interact with customers with disabilities. Feedback may be submitted by email, phone or mail using the contact information below. Upon request, Elavon Canada will provide or arrange an accessible format or communication support for the feedback process. Feedback will be acknowledged and directed to the appropriate area for review, follow-up and response. Personal information will be handled in accordance with applicable privacy requirements.
Email: accessibility@elavon.com
Phone: 416-479-1332
Mailing address:
Attn. Human Resources – Accessibility
120 Adelaide St. West, 2300
Toronto Ontario M5H 1T1
This plan and related accessibility policies are available in an accessible format upon request through the contact methods above.