Accessibility plan

Last updated: July 20, 2023
The following plan applies solely to TELUS Health’s legacy LifeWorks employees, business and the services provided through its associated legal entities.


The Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA) is a law that was passed by the Province of Ontario which allows the government to develop and enforce specific standards for accessibility. The standards are intended to achieve accessibility for people with disabilities in the areas of customer service, transportation, the built environment, information and communication, and employment.

TELUS Health is committed to respecting the dignity and independence of people with disabilities. We believe in integration and equal opportunity, and strive to meet the needs of people with disabilities in a collaborative manner.

To honour its commitment, TELUS Health has developed the following plan designed to enhance its current policies, practices and procedures for the accessibility of its customers and employees in Ontario.

This document is available to the public at, and in an accessible format on request by:

Accessibility Officer
TELUS Health (Canada) Ltd.
25 York Street
29th Floor
Toronto, Ontario M5J 2V5

[email protected]

Accessible emergency information

TELUS Health is committed to ensuring that its premises are safe for people with disabilities.TELUS Health has developed procedures so that persons with disabilities who require assistance in an emergency situation can be identified and partnered with an able bodied designate for evacuation purposes.

TELUS Health is also committed to working with employees with disabilities on individualized emergency response processes in accordance with the Integrated Standards Regulation to the AODA.


TELUS Health currently provides training on its accessible customer services policies, practices and procedures to its customer‐facing employees and representatives.
The training also includes information on the Integrated Standards Regulation to the AODA and the Ontario Human Rights Code as it relates to people with disabilities.
The topics addressed are as follows:
  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Accessibility Standards for Customer Service;
  • How to interact and communicate with people with various types of disabilities;
  • The purpose of assistive devices and how to interact and communicate with people who use them;
  • The purpose of service animals and how to interact with people who use them;
  • The purpose of support persons and how to interact with people who are accompanied by a support person; and
  • What to do if a person with a disability is having difficulty accessing TELUS Health’s services.
TELUS Health’s employees and customer‐facing representatives in Ontario are also required to read TELUS Health's Policies, Practices and Procedures for Accessible Customer Service document in addition to any other internal documents on accessibility at TELUS Health.
A Record of Training is kept and used to ensure that all employees and customer‐facing representatives receive the necessary training. New employees and customer‐facing representatives receive the training as part of their orientation process. Training refreshers will also be provided to new employees and customer facing representatives from time to time and on an on‐going basis.

Information and communications

Technological innovation and communication are important to TELUS Health. TELUS Health's websites have been created in accordance with many of the recommendations and guidelines set out in WCAG 2.0, Level A.
The organization will continue to enhance its websites based on WCAG 2.0, Level A and will create a work plan for its Information Technology Department so that its applicable websites and/or webpages incorporate WCAG 2.0, Level AA guidelines and recommendations in accordance with the Integrated Standards Regulation to the AODA for January 1, 2021.
TELUS Health has taken steps to ensure that its feedback processes are accessible to people with disabilities. The organization will continue to complete regular maintenance on its feedback processes so that alternatives are available should the existing versions be found insufficient, or in the event of a client, employee, or public concern about the manner in which TELUS Health provides goods, services or facilities to persons with disabilities. Feedback can be provided by post to the mailing address at the top of this plan, through e-mail to
[email protected]
, via phone and in person. TELUS Health will respond in the same manner in which the concern was reported to TELUS Health, unless an alternate means of communication is requested by the person expressing the concern. TELUS Health will endeavor to respond in a format that meets your needs.
TELUS Health is dedicated to ensuring that all publicly available and customer‐specific information is made accessible. The organization offers its services in a number of different modalities. It has also developed an alternative format request process so that it can accommodate any specific requirements. TELUS Health will continue to look for ways to enhance the accessibility of information as appropriate and will continue to respond to unique situations in a timely manner.
Employees with disabilities can also access employee communications and internal resources in alternative formats on request.


TELUS Health is committed to fair and accessible employment practices.

When requested, TELUS Health will accommodate people with disabilities during the recruitment, assessment and orientation processes. TELUS Health will include language in its job postings to make applicants aware that accommodations for those with disabilities will be available should they be needed.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to TELUS Health’s Talent Acquisition team at
[email protected]
. Specialists from the Talent Acquisition team will respond to the request and coordinate the appropriate accommodations with the person who has requested the accommodation.

As a leader in disability management, TELUS Health is accustomed to developing individual accommodation plans for employees with disabilities and return‐to‐work plans for employees who’ve been absent from the workplace due to an injury or illness.

Design of public spaces

TELUS Health will consult the Accessibility Standards for the Design of Public Spaces when building or making major modifications to the offices it occupies. In an office environment, TELUS Health, public spaces may include:
  • Outdoor public eating areas;
  • Outdoor paths of travel, like sidewalks, ramps, stairs, curb ramps, rest areas and accessible pedestrian signals; and
  • Accessible off street parking.
TELUS Health will also continue to notify the public of any service disruption and of alternatives available.

Plan reviews and updates

This plan will be reviewed and updated every five years in accordance with the Integrated Standards Regulation to the AODA. The next scheduled update is January 1, 2024.
Last updated: July 2023