Recommendations and best practices
From: Employment and Social Development Canada
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Acknowledging a request
When someone requests an alternate format, you should let them know you received their request. You could send a personal reply or use a standard response. You could also reply using the alternate format the person requested.
Your reply could say when the person can expect to receive the alternate format. You could also mention the deadline for providing the alternate format. Read the guidance section on these deadlines.
You may wish to send this reply within 48 hrs of receiving the request. You could also retain electronic or print copies of requests in the same way that you retain copies of feedback.
It is a best practice to create a log to record requests for alternate formats. The log can track the following:
- date the request was received
- if an acknowledgement or receipt was sent
- who requested the format, the format requested
- who is responsible for preparing the format, and when the request was fulfilled
Remember: You must make the alternate format available to the requester as soon as feasible, but by the applicable deadline specified in the Accessible Canada Regulations.
Publicizing alternate formats
You should try to make it as easy as possible for someone to request alternate formats.
If you have a website, you could include information about alternate formats in your contact section or feedback process description. You could also include information about alternate formats on the pages where you publish your accessibility plans and progress reports.
Remember that your timelines for making alternate formats available must be within the deadlines set by the regulations.
Making a request online
Some people may request alternate formats using the contact information in your accessibility plans and progress reports. If you also communicate with the public by other means, people may use those means to make requests as well. For example, other means may include social media. Ensure that your organization plans how it will receive and respond to such requests.
Online request form
One approach would be allowing people to request alternate formats by filling in an online form on your website. Such forms can be challenging for some people to fill out. Therefore, you may need to take extra steps to make them accessible. If you use one, remind people that they can also make requests by the other means set out in the paragraph above (under “Making a request online”).
You can also consult the Government of Canada Digital Accessibility Toolkit for making accessible digital forms.
Your organization could use the form to collect a variety of information, including about:
- the requester
- name
- email address
- telephone number
- mailing address (if they need to receive the alternate format by mail)
- date of the request
Ensure you only ask the requester’s personal information that is needed to fulfill the alternate format request
- the document
- your accessibility plan, progress report, or feedback process description
- which version of the document they are requesting, such as the most recent or a previous version
- the alternate format
- which alternate format(s) they are requesting
- additional details, such as official language preference
- requesters could indicate the specific type of a particular format they are requesting, for example:
- for an audio format, whether they prefer or need a specific file type, such as .MP3 or .WAV
- for Braille, whether they require a physical or electronic document
- the manner in which the requester would like to receive the alternate format, for example:
- by email or by mail
- details for any other alternate formats your organization has chosen to make available upon request
Downloadable request form
Your organization could also provide a fillable .pdf or .docx version of the request form. The requester could fill out the form using their word processor or PDF software. They could also print it and complete it by hand. A downloadable form should allow requesters to provide the same information as the online form.
Remember to include information about how to submit the form. This could include:
- an email address to which the requester could send a scanned version of the form
- a mailing address to which they could send a printed version of the form
- an online tool they could use to upload and submit the completed form directly
Email address
You must include an email address under the “General” headings in your accessibility plans and progress reports. People must be able to use this address to request alternate formats. You could also list the information requesters should include with their request.
Making it easier for people to submit a detailed request will help your organization meet the request within the deadlines.
Hiring service providers
Once you receive a request for an alternate format, you will need to produce it. Most organizations can produce formats like print or large print by themselves. Some organizations may also be able to produce Braille, audio, or electronic formats themselves.
If your organization cannot produce a particular alternate format by itself, we recommend hiring a service provider.
We recommend you consult the disability community for advice on choosing an alternate format provider. Their experience may help you make the best choice. You may also wish to consider more than one provider. If so, you could ask for references and samples of their work.
Making alternate formats available
If it is not clear how the requester would like to receive the alternate format, we suggest you ask them. Different requesters may have different needs, preferences, or technologies.
Some may prefer to receive the alternate format by mail. Others will want to receive it electronically. Some may want to pick it up themselves.
In all cases, ensure that you make the alternate format available as soon as feasible.
Proactive availability
You must make these formats available upon request. When feasible, you could also have alternate formats ready before someone asks for them.
For example, you could publish some alternate formats when you publish the original documents. This could include large print or certain electronic formats. This would help you reduce the time and effort needed to meet some requests.
You could also post some alternate formats on your organization’s digital platform. This might remove the need for some people to request an alternate format. You may want to record the alternate formats, by type, downloaded from your digital platform. Such information may help you to decide what alternate version types would be a better use of your resources.
Alternate formats for consultations
You must make your accessibility plans, progress reports, and feedback process descriptions available in alternate formats upon request.
When you consult persons with disabilities, they may ask you to provide information in alternate formats. For virtual or other consultations, you could check if your materials are compatible with screen readers or other assistive devices.
Providing consultation information in alternate formats can help make your consultations more accessible. This will allow participants to contribute more fully.
Content
When a request arrives, ensure that the alternate format has exactly the same content as the published version of the accessibility plan, description of feedback process or progress report.
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