Your Obligations

Providing multiple formats is a requirement under the Communications Policy of the Government of Canada.

The Communications Policy requires multiple formats be provided to ensure equal access to public information. In addition, Section 15 of the Canadian Charter of Rights and Freedoms prohibits discrimination based upon race, national or ethnic origin, colour, religion, sex, age or mental or physical disability. This is further supported by the Canadian Human Rights Act.

And the Common Look and Feel (CLF) Standards from Treasury Board make it mandatory for all Government of Canada Web sites to be accessible to all users.

What then are your obligations?

You are obligated to:

1. Ensure that all clients receive publications they are able to access.

This means that if a client requests a multiple format, the request cannot be refused. Make the assumption that if a client requests a multiple format, it's because they cannot access the original print publication. However, there is a distinction between what clients "prefer" and what they "need."

You may enquire about this distinction to investigate if the client is able to access a format which could be delivered faster and at less expense. If the client confirms that another format will be just as satisfactory, you may send the alternate format. But if the client makes it clear that only the requested format can be accessed, then that format must be provided.

2. Deliver multiple formats in a timely manner.

This means making certain that if a person requests a multiple format, it is produced and sent within a reasonable length of time. Making a client wait for months would not be acceptable.

3. Make multiple formats available at the very same cost as the original print version.

Similarly, if the original print version is free, so too must be all of its equivalent multiple formats. For example, if a booklet is free, the same booklet produced in braille must also be free to anyone who requests a braille copy. Similarly, if a publication is priced at $20, its audio equivalent must also be priced at $20. You cannot charge more for multiple formats. (There are ways to minimize multiple format production costs that we will examine in Level Two — Systems).

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