Accessibility Policy

CREIT Policy Statement

Canadian Real Estate Investment Trust and its subsidiaries (“CREIT”) is committed to conducting all of its business activities and transactions with fairness, honesty, integrity, and high ethical standards and in accordance with all applicable legal and regulatory requirements. Obeying the law both in letter and in spirit is the foundation on which our ethical standards are built.

Commitment to Accessibility

In fulfilling our mission, CREIT strives at all times to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

Providing Goods and Services to People with Disabilities


CREIT employees will communicate with people with disabilities in a manner that takes into account their disability. Customers, tenants and members of the public, including those with disabilities, are able to communicate with CREIT staff by telephone, in person, in writing through regular mail, facsimile or via email.

Telephone Services

CREIT staff will be trained to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly. If telephone communication is not suitable to the customer’s communication needs or is not available, we will offer to communicate with customers by an alternative mode of communication.

Written Documentation

CREIT will endeavour to ensure its documentation or the content of the documentation is made accessible to people with disabilities. For this reason, an alternative format will be provided upon request that takes into account a person’s disability. CREIT will make reasonable efforts to respond to requests for documents in alternate formats in a timely manner.

Assistive Devices

CREIT is committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Service Animals

Persons with disabilities are permitted to be accompanied by their service animal and keep that animal with them in areas that are open to the public, when accessing goods or services provided by CREIT, unless otherwise prohibited by law. In the event that a service animal is prohibited from the premises, CREIT will ensure that other measures are available to enable the person with a disability to obtain, use or benefit from CREIT’s goods or services. Service animals must be supervised by their owners and kept in control when used to access CREIT’s goods or services.

Support Persons

Persons with disabilities are permitted to be accompanied by their support person when accessing goods or services provided by CREIT.

Service Disruptions

In the event of a planned service disruption to facilities and services that are relied upon by people with disabilities to access CREIT’s goods or services, notice of the disruption shall be provided in advance. In the event of an unexpected disruption, notice will be provided as soon as possible. The notice will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities and services that may be available. The notice may be given by posting the information in a conspicuous place on the premises, at customer service or reception counters, and/or posted on CREIT’s website or by such other method as is reasonable under the circumstances.


CREIT will provide training to all employees, volunteers, and other individuals who interact with the public or other third parties on behalf of CREIT, and all those who are involved in the development and approvals of customer service policies, practices and procedures. The training will include the following topics:
  • A review of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
  • How to interact and communicate with people with various types of disabilities;
  • How to interact with people with disabilities who use an assistive device, service animal or a support person;
  • What action to take if a person with a particular type of disability is having difficulty accessing CREIT’s goods or services; and,
  • CREIT’s policies, practices and procedures relating to the customer service standard.

Training will be provided on an on-going basis as deemed necessary or in connection to changes in CREIT’s policies, practices and procedures.

Feedback proceess

Feedback regarding the way CREIT provides goods and services to people with disabilities can be made by telephone, mail, email or in person. All feedback should be addressed to the contact listed below. CREIT will respond to any feedback in a timely manner.

Manager, Human Resources

CREIT Management L.P.
N500 – 175 Bloor Street East
Toronto, Ontario M4W 3R8
Telephone: 416-628-7771

Multi-Year Accessibility Plan

Standard / Description




Accessibility Customer Service Regulation

·   Establish Accessible Customer Service Policy (ACSP)

·   Post Accessibility Policy on web page

·   Provide training to employees

·   Develop and implement action plans to address identified barriers

·   Policy created and available to employees

·   Policy posted on web site

·   Training delivered to existing employees

·   ACSP Training delivered to newly hired employees as part of on-boarding process

·   Create focus group to meet annually to discuss potential barriers

Completed & On-going

Integrated Accessibility Standards Regulation – General: Accessibility Plans

·   Establish a multi-year accessibility plan which outlines the strategy to prevent and remove barriers to accessibility

·   Multi-year plan created and posted to website

·   Review and update the accessibility plan at least once every 5 years

Completed & On-going



Integrated Accessibility Standards Regulation – Training

·   Provide training on the requirements of the Integrated Accessibility Standards Regulation (IASR) and on the Human Rights Code

·   Human Rights Code Training provided to all existing employees

·   IASR Training provided to all existing employees

·   Above referenced training provided to all new employees during the on-boarding process

Completed & On-going


IASR – Information and Communication Standards – Accessible Feedback Processes

·   Feedback process has been created under the customer service standards

·   Feedback process posted with internal policy and on web site policy


IASR – Information and Communication Standards – Accessible Websites and Web Content

·   Internet websites and web content conform with the Web Content Accessibility Guidelines (WCAG) 2.0 at Level A by 2014

·   Internet websites and web content conform with the Web Content Accessibility Guidelines (WCAG) 2.0 at Level AA by 2021

·   Meet WCAG, Level A by 2014

·   Meet WCAG, Level AA by 2021


Level A Completed


Level AA

In Progress



IASR – Information and Communication Standards – Accessible Formats and Communication Supports

·   Upon request, provide information or communication in an accessible format that takes into account the person’s disability

·   Provide general training on accessible formats as part of ACSP Training

·   Create guidelines and provide training and/or tools for producing accessible electronic formats


IASR – Employment Standards – Accessible Recruitment and Selection Processes

·   Notify employees and the public about the availability of accommodation for applicants

·   When making offers of employment, notify the successful applicant of CREIT’s Accessibility Policies

·   Published job postings notify applicants about the availability of accommodation

·   Include notification of CREIT’s Accessibility Policies as part of orientation process-


IASR – Employment Standards – Inform Employees of Supports

·   Notify employees of CREIT’s policies used to support our employees with disabilities

·   All Accessibility related policies are reviewed by employees annually

Completed &


IASR – Employment Standards – Employee Accommodation

·   Develop a written policy/ process for individualized accommodation and/or emergency response plans (IAP)

·   Document in writing current process for providing individualized accommodation


IASR – Employment Standards – Employee Return to Work Process

·   Prepare a documented return-to-work process

·   Document in writing current return-to-work procedures

·   Incorporate IAP into the process


IASR – Employment Standards – Performance Management, Career Development and Advancement

·   Take into account the accessibility needs of employees with disabilities with regard to performance management, career development and advancement

·   May include, but not limited to coaching and feedback in simple language and performance plans in accessible formats

As Required


IASR – Design of Public Spaces – New Construction and Redevelopment of Elements in Public Spaces

·   Meet the requirements as it relates to new construction and redevelopment of public spaces, including off street parking and outdoor paths


·   Only applicable upon new construction or redevelopment of public spaces.  Does not include maintenance or emergency repairs

Completed & On-going