Accessibility Planning Program 2009


Appendix VI

Glossary of Terms




Region of Peel Accessibility Advisory Committee

Accessibility Planning Program

Region of Peel Program, which is responsible for

  • Supporting and coordinating activities of the AAC,
  • Preparing and publishing annual Accessibility Plans(s) using the information submitted by the Regional departments,
  • Monitoring the progress of Regional Accessibility Initiatives with the support of Accessibility Advisory Committee,
  • Ensuring that Regional Services, programs and facilities are and continue to become more accessible for persons with disabilities

Accessible Customer Service Standards

Ontario’s first Accessibility Standard, the customer service standard also known as Regulation 429/07, which came into effect on January 1, 2008.

Accessibility Standard

A rule that persons or organizations in Ontario must follow to identify, remove and prevent barriers.

Accessibility Steering Committee

Region of Peel staff committee comprised of key departmental and Accessibility Planning Program staff


Accessibility Directorate of Ontario


AODA stands for Accessibility for Ontarians with Disabilities Act, 2005. It is built on the principle that persons with disabilities should have the same opportunities to access goods and services

Assistive Devices

Devices that people may bring with them or that are already on the premises and are used to assist persons with disabilities in carrying out activities or in accessing the services provided


Region of Peel Accessible Transportation Coordination Office


A barrier is anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an architectural barrier, an informational or communicational barrier, an attitudinal barrier, a technological barrier, a policy or a practice. Barriers can be:

  • A door that cannot be opened by a person with limited mobility and strength


  • An entrance door that is too narrow or has a step as an obstacle for a wheelchair or scooter.


  • Reliance on printed media/typefaces that are too small to be read by a person with low vision (i.e. municipal bills, forms)


  • Lack of TTY access at municipal offices/libraries


  • A receptionist who ignores a customer in a wheelchair or addresses the companion/interpreter


  • Unavailability of properly designed computer/internet workstation at libraries and lack of aids (finger-guard)
  • Website accessibility

Lack of accessibility requirements when issuing permits for special events, festivals and concerts


Includes people who live and/or work in Peel, direct recipients of our services, our clients, ratepayers and businesses


Brings the voice of our citizens into the organization to help us understand and respond to their needs and expectations given available resources and Council policy decisions

Clients or Customers

Includes people who receive products and services that the Region delivers


Reflects the physical area within Peel and the groups who live and/or work within it


Includes both existing and new construction of buildings, property and infrastructure


The ODA adopts the broad definition for disability that is set out in the Ontario Human Rights Code. Disability is:
any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;

  • a condition of mental impairment or a developmental disability;
  • a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
  • a mental disorder; or
  • an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.


Service is provided in a respectful manner consistent with the needs of the individual


Refers to a broad range of attributes including, but not limited to social, economic, racial, cultural, disability, geographic and religious

Equality of Outcome

Outcome or end result of a service is the same for persons with disabilities as for persons without disabilities.


Services for persons with disabilities shall support their independence while respecting their right to safety and personal privacy.


Services allow people with disabilities to fully benefit from the same services, in the same place and in the same or similar way as other customers.

Liveable Region

Refers to a community that is safe, environmentally healthy, inclusive and provides choice and access for all people


Ontarians with a Disability Act, 2001


Individuals or groups associated with one another in carrying on a business or providing services with shared risks or benefits

Peel Region

Refers to the Corporation of the Regional Municipality of Peel


A reference to the Region is a reference to its geographical area or to the municipal corporation, as the context requires

Regional Values

The Region’s essential and enduring characteristics for workplace behavior


Services are delivered in a timely manner, considering the nature of the service and the accommodation required. For example, if needed, alternate formats must be provided by a specific deadline.


Service is provided in a manner that is respectful to an individual's needs.

Service Animals

An animal trained specially to assist an individual with a disability. Any animal where it is readily apparent that the animal is used by the person for reasons relating to his or her disability and if the person provides a letter from a physician or nurse or other government issued certification confirming that the person requires the animal for reasons relating to the disability.


Includes people who have some special interest in the products and services we deliver. They will, or might be, particularly affected by the way we deliver the service but are not simply clients or customers

Strategic Actions

The ways the Region will contribute to making the goals happen (the how)

Strategic Planning Process

The Region’s corporate Planning Process that guides Council and staff in addressing the changing needs of people who live and work in Peel

Support Persons

Those who accompany a person with a disability to help them with communication, mobility, personal care, medical needs or with access to goods or services


Individuals or groups that provide products and services (external to the Region). Suppliers can be an organization, company or person who is not an employee that provides an input, material or indirect service for which compensation is received

Success Indicators

Measures identified to demonstrate achievements


Using resources today in a way that ensures they will be there tomorrow


A transportation service for persons residing in the Regional Municipality of Peel who regularly use a wheelchair due to functional mobility problems, or are physically unable to board public transit vehicles

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