The Canadian Physiotherapy Association (CPA) has a commitment to ensuring quality service to customers with disabilities. This policy was created in accordance with the Accessibility for Ontarians with Disabilities Act (AODA), 2005.


The CPA will communicate with people with disabilities in the most effective way for them. We will train our staff on how to interact and communicated with people with various types of disabilities.

Written communication can, upon request, be provided in alternative formats and methods where reasonable. Staff are able to assist people with disabilities in completing forms or written material upon request.

The CPA is committed to providing fully accessible telephone service to our customers. Our staff will be trained to communicate over the telephone in clear and plain language and to speak clearly and slowly. We will offer to communicate using alternative methods if telephone communication is not suitable to an individual’s needs or is not available.

Assistive Devices

The CPA is committed to serving people with disabilities who use assistive devices to obtain, use, or benefit from the services or programs provided by the association. We will ensure our staff are trained and familiar with the various assistive devices that may be used by individuals while accessing our services and programs.

Service Animals

If a person with a disability is accompanied by a guide dog or other service animal, the CPA will permit the service animal to accompany that person in any area association’s office.

Support Persons

The CPA welcomes people with disabilities and their support persons at all times. A support person is any person chosen to assist with communication, mobility, and/or personal care. The CPA will ensure that both people are permitted together within the office and our programs and that the person with disabilities is not prevented from accessing their assistance. When there is a charge for the service that is being requested, the fee applies only to the person with disability and no additional costs will be asked for the support person. Prior to any communication of confidential information, the person with disability will be asked for consent for the CPA to proceed in the presence of the support person.

Training to Staff

All current and new CPA staff who provide services to members or the public will be provided with the following training:

  • The purpose and requirements of the AODA
  • How to interact and communicate with people with disabilities
  • How to interact with people who use assistive devices or require a service animal or support person
  • Available assistive devices on our premise and how to use them
  • What to do if a person with a disability is having difficulty in accessing goods and services
  • The CPA’s policies and practices relating to customer service

Questions or Feedback

Questions or feedback regarding the way the CPA provides services and programs to people with disabilities or about this policy can be made by contacting the CPA:

In person or by mail to:
955 Green Valley Cres., Suite 270, Ottawa ON K2C 3V4

By phone:

By email:

Created: June 2012