Cloudworks Accessibility Statement and Multi-year plan

Statement of Organizational Commitment

Cloudworks is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act, Ontario’s accessibility laws and Americans with Disabilities Act (ADA).


Cloudworks is responsible for fulfilling all applicable requirements listed under the Accessibility for Ontarians with Disabilities Act, 2005. The purpose of this accessibility plan is to clearly outline the steps we are taking to meet those requirements and to improve opportunities for people in Ontario with disabilities. We will continue to regularly review our human resources policies to prevent or remove systemic employment barriers, ensure they are compliant with legislation and reflect best practices.

Customer Service

At Cloudworks we always strive for excellent customer service. We are dedicated to providing customer service to people with disabilities in a manner that is consistent with the following key principles:

  1. Independence: allows for a person with a disability to do things on their own without unnecessary help or interference from others
  2. Dignity: a person with a disability is valued and deserving of effective and full service and not treated as an afterthought
  3. Integration: Providing service in a way that allows the person with a disability to access, use and benefit from the same services, in the same place and in the same or similar way as other customers, unless a different way is necessary to enable them to access goods, services or facilities
  4. Equality of opportunity: People with disabilities have the same opportunity as others to access, use and benefit from goods, services, or facilities. They should not have to accept lesser service, quality, or convenience.

To ensure that customer service is prioritized, we have created and published a Cloudworks Accessibility and Accommodations policy. 

We are constantly working towards creating a better process for receiving and responding to feedback about the way our organization provides customer service to people with disabilities, including what action will be taken if a complaint is received.

  • Cloudworks’ feedback process is available through our website’s contact page.
  • On our website we have a chat feature that allows for any questions or concerns to be addressed in real time.
  • We send out regular feedback surveys with clients to ensure all service expectations are met.

Information and Communications

We communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports.

In 2020, our website was updated to meet internationally recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.

From 2020 to 2021, Cloudworks has been working on a document standardization project. This document standardization process is on-going and includes streamlining content and document control to ensure documents meet accessibility standards. New templates and branding have been put into place, so all Cloudworks internal and external publications are more accessible.

  • For example: the use of font, sizing, headings, lists, hyperlinks, alternate text to images, graphics, and much more was reviewed and remediated.


We notify candidates, employees, and the public that accommodations can be made during recruitment and hiring. We notify staff that supports are available for those with disabilities. We will put in place any needed processes to develop individual accommodation plans for employees. Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency.


We are committed to training staff and volunteers in Ontario’s and ADA accessibility laws and aspects of the Ontario Human Rights Code that relate to persons with disabilities. We train all our employees and volunteers on accessibility as it relates to their specific roles.

In 2020, we implemented mandatory training as part of our onboarding process:

  • Employees are assigned mandatory and compliance training as soon as practicable after being hired.
  • We provide training in respect of any changes to the policies. 
  • We maintain records of the training provided including the dates on which the training was provided and the number of individuals to whom it was provided.
  • All Canadian employees are assigned AODA training tasks upon hire via our HR system:
    • AODA The Human Rights Code
    • AODA Customer Service Training
    • AODA Information & Communications Standards Training

Design of Public Spaces

Cloudworks leases multiple office locations that are accessible to both employees and the public. If any improvements or changes are made to our office, Cloudworks will ensure they are designed in accordance with AODA standards.

Accommodation Plans

Cloudworks maintains a written process for the development of documented individualized accommodation plans for employees with disabilities. Information regarding accessible formats and communications supports provided by the organization will be included in individual accommodation plans. In addition, the plans will include individualized workplace emergency response information (where required) and will identify any other accommodation that is to be provided.

Return to Work Process

Cloudworks maintains a documented return to work process for its employees who have been absent from work due to a disability and who require disability-related accommodations in order to return to work. INTEGRATED ACCESSIBILITY STANDARDS POLICY COMPLIANCE WITH THE ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT, 2005. The return-to-work process outlines the steps Cloudworks will take to facilitate the return to work and will include documented individual accommodation plans as part of the process. The return-to-work process will not replace or override any other return to work process created by other legislation (for example, the Workplace Safety Insurance Act, 1997).

Changes to Existing Policies

Cloudworks reviews this plan at minimum every 3 years and updates it as required to ensure progress. We will continuously review and will modify or removing practices and publications that do not respect and promote the dignity and independence of people with disabilities.

Additional Information

For additional information about this plan or further questions please contact:

Jennifer Elliott, VP, HR