The complaint process

What you need to know

• You must file a complaint within 12 months of finding out that an organization did not meet the requirements in the Regulations.
• The organization must be covered by the Accessible Canada Act.
• You can file a complaint on behalf of others as long as you have their consent.
• You do not need to pay a fee to file a complaint.
• You do not need to hire a lawyer or get other legal assistance. However, if you decide to hire legal help, you are responsible for paying the associated costs.
• You can call the Commission and ask for help.
• The Accessibility Commissioner is independent and impartial.
• We aim to make our complaint process as inclusive and accessible as possible. Please read our Accommodation Policy if you think you might need an accommodation to participate in this process.

Who is involved

The people (parties) involved in a complaint are:

Complainant:

This is the person who experienced the harm.

Representative:

The Complainant can have someone else file a complaint for them. This person is called their Representative. The Representative must have the Complainant’s permission or have the authority to file a complaint for them.

Respondent:

This is the organization that the complaint is about.

How to send us your complaint

If you want to complain to the Accessibility Commissioner about an organization’s accessibility plan, feedback process or progress report, please contact us and we will get back to you with more information.

You can reach us by:

Phone: 613-995-1151
Toll Free: 1-888-214-1090 
TTY: 1-888-643-3304
VRS: We accept video relay service calls made through Canada VRS
Fax: 613-996-9661
E-mail: Info.Com@chrc-ccdp.gc.ca.

Mail: 
Accessibility Unit - Canadian Human Rights Commission 
344 Slater Street, 8th Floor 
Ottawa, Ontario, K1A 1E1