Inaccessible: How to Report City Accessibility Barriers in Canada

Encountering inaccessible public spaces in your city—from broken curb cuts to buildings without ramps—is not just frustrating; it’s a violation of your rights. This step-by-step guide helps you to report accessibility barriers in Canada effectively. Learn the exact official contacts, from your local Accessibility Advisory Committee to provincial Human Rights Commissions and Ombudsman offices.

This guide provides a clear action plan, language for complaints, and strategies to escalate issues when municipalities are unresponsive. Your documentation and persistence are key to enforcing accessibility laws and creating inclusive communities for everyone.

This guide provides a clear roadmap of who to contact, starting with the most local and direct advocates all the way to provincial and federal bodies. Your most powerful tools are good documentation, polite persistence, and knowing who to contact.

Wheelchair user stopped at the base of a staircase outside a modern building with no visible ramp.

How to Use This Guide: 

If your city has broken curb cuts, dangerous crosswalks, or other accessibility issues, this guide is for you.

  1. First, find your province for official contacts.
  2. Second, read our guide on how to make a complaint that gets results.
  3. Third, follow our action plan to enforce your rights.

First, Document Everything: Before you contact anyone, gather evidence.

  1. Take clear, dated photos and videos of the barrier.
  2. Write down the exact location, dates, and details of any previous reports you’ve made. A detailed record strengthens your case at every stage.

Quick Jump to Your Province

Find your official provincial contacts instantly:

Quick Jump to Important Details

Find your important information instantly:

Open manhole on a city sidewalk with caution tape while a pedestrian using a cane approaches.
An uncovered manhole creates a serious accessibility risk on a public sidewalk.

Your Step-by-Step Contact List: From Local to Federal

1. Your City’s Accessibility Advisory Committee (AAC)

This should be your first and most direct contact. An AAC is a committee of citizens, often a majority of whom are people with disabilities, who advise City Council on accessibility issues.

Who to Contact: Your specific city’s committee. For example, you would search for “Toronto Accessibility Advisory Committee” or “Vancouver Mayor’s Committee on Disability Issues.”

What They Handle: They provide advice on city policies, plans, and projects (like new buildings or park renovations) to remove barriers. They are a powerful internal advocate and can often cut through bureaucracy to get your issue on the right desk.

How to Find Them: Visit your city’s official website and search for “Accessibility Advisory Committee,” “Disability Advisory Committee,” or contact the City Clerk’s or Human Resources office. They are mandatory in Ontario (for municipalities over 10,000) and Nova Scotia, but many cities across Canada have them.

Key Note: They are advisors, not decision-makers, but they have formal influence and deep knowledge of local issues and the right city staff to contact.

2. Provincial Human Rights Commission (or Tribunal)

If your local AAC or city staff are unresponsive, or if the barrier constitutes discrimination, this is your primary legal route.

Who to Contact: Your province’s commission (see full list below).

What They Handle: They enforce laws against discrimination based on disability. An inaccessible public library, city hall, or park can be considered discrimination because it denies you equal access to services. They can investigate complaints and help reach a settlement.

Key Note: This service is free. In some provinces, like Ontario, you can also get free legal support from organizations like the Human Rights Legal Support Centre.

3. Provincial Ombudsman

Contact this office if you believe the city has been unfair, biased, or has mishandled your complaint through poor administration.

Who to Contact: Your province’s Ombudsman office (see full list below).

What They Handle: They investigate complaints about unfair treatment by provincial and municipal government bodies. They are the “fairness watchdogs.” If the city lost your complaint, ignored deadlines, or failed to follow its own procedures, the Ombudsman can investigate.

Key Note: Their services are also free and confidential, and they can make recommendations to improve processes.

4. Federal Accessibility Commissioner

This office handles issues with organizations under federal jurisdiction, which generally does not include municipalities.

Who to Contact: The Accessibility Commissioner, which is part of the Canadian Human Rights Commission.

What They Handle: They ensure federally regulated organizations (like banks, airports, telecom companies, and Canada Post) meet their duties under the Accessible Canada Act. This includes reviewing their accessibility plans and handling complaints about their services.

Key Note: Use this for issues at airports, train stations operated by federal carriers, or with federal agencies. You must file a complaint within 12 months of the incident.

5. Canadian Transportation Agency (CTA)

A specialized federal body for transportation-related barriers.

Who to Contact: The Canadian Transportation Agency.

What They Handle: Barriers and discrimination involving federal transportation. This includes air travel, interprovincial trains and buses, and major ferry services.

Key Note: This is for travel-specific barriers, not for city sidewalks or public transit that is run by your municipality.

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Understanding Your Advocates: Ombudsman vs. Human Rights Commission

You will see these two offices listed for each province. Here is what they do:

A person looking at their phone and a broken curb. In the other hand they are writing notes on a piece of paper.

What is an Ombudsman (or Ombudsperson)? 

This is an independent, impartial office that investigates complaints about government services and fairness. Think of them as a fairness referee. If a city department is unresponsive, slow, or unfair, the Ombudsman can investigate and help find a solution. This service is free.

What is a Human Rights Commission (or Tribunal)? 

This office enforces laws against discrimination. Accessibility is a human right. A broken sidewalk or missing ramp that prevents access due to a disability can be seen as discrimination. Filing a complaint here can legally require the city to fix the problem.

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Alberta Accessibility Contacts

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British Columbia Accessibility Contacts

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Manitoba Accessibility Contacts

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New Brunswick Accessibility Contacts

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Newfoundland and Labrador Accessibility Contacts

  • Newfoundland and Labrador Human Rights Commission
  • NL Citizens’ Representative (Ombudsman)
    • Phone: (709) 729‑7647
    • Toll‑Free: 1‑800‑559‑0079
    • Website: citizensrep.nl.ca
  • NL Accessibility Office
  • Key Advocacy Group
    • NL Association for Community Living (NLACL): nlacl.ca

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Northwest Territories Accessibility Contacts

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Nova Scotia Accessibility Contacts

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Nunavut Accessibility Contacts

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Ontario Accessibility Contacts

  • Ontario Human Rights Commission
  • Ontario Ombudsman
    • Phone: 1‑800‑263‑2841 (toll‑free within Ontario)
    • TTY: 416‑325‑2648
    • Website: www.ombudsman.on.ca
  • Accessibility Directorate of Ontario
  • Key Advocacy Group

Pro Tip: For structural barriers (like permanent ramps), also contact your provincial Office of the Fire Marshal or Building Code Commissioner. They can issue binding orders for compliance with building codes.

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Prince Edward Island Accessibility Contacts

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Quebec Accessibility Contacts

  • Commission des droits de la personne et des droits de la jeunesse
  • Protecteur du citoyen (Ombudsman)
  • Office des personnes handicapées du Québec (OPHQ)
  • Groupe de défense des droits
    • Regroupement des organismes de personnes handicapées de Montréal (ROPHM): rophm.org

(English Version)

  • Quebec Human Rights Commission
  • Quebec Ombudsman (Protecteur du citoyen)
  • Office for Persons with Disabilities Quebec (OPHQ)

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Saskatchewan Accessibility Contacts

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Yukon Accessibility Contacts

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How to Make Your Accessibility Complaint Stronger

Knowing who to call is the first step. How you communicate is what gets results.

Your most powerful tools are a clear photo, a polite request, and a paper trail. The number one rule is to remain polite. Do not lose your cool. Always be polite. I understand how frustrating the process can be, but the minute you become rude, disrespectful or angry – You lose all of your credibility. You just become an angry citizen or customer. Your #1 goal is to be polite. Follow the process, but ALWAYS remain POLITE and respectful. Remember, these people do not see, or experience the world the same way disabled people do. So everything is new to them. Understand that and be patient.

1. Be Specific and Factual

Describe the barrier in precise terms. Instead of “the ramp is bad,” say “The ramp at the north entrance of City Hall has a slope that is too steep and lacks mandatory edge protection, making it unsafe.” Reference specific standards if you know them (e.g., “This violates CSA B651 ramp slope requirements”)

2. Communicate with Calm, Polite Professionalism

Frustration is justified, but anger can be counterproductive. Be firm and clear about the problem and its impact on your life. Treat city staff as potential allies. If the first person can’t help, ask politely: “Could you please direct me to the correct department or provide a contact for the Accessibility Advisory Committee?”

3. Put It in Writing

A verbal complaint can be forgotten. An email or letter creates a formal record. Use the contact list above to address it to the right body. Include your documentation (photos, location, previous case numbers) and state clearly what action you want them to take and by when (e.g., “Please repair this curb cut within 30 days”).

Your Contact Info: Full name, address, phone, email.
Date: The date you are writing.
Recipient: Name of the Mayor, City Manager, or department head.
Subject Line: “Formal Complaint Regarding Accessibility Barrier at [Location]”
Body of Letter:

  • Introduction: Who you are and the purpose of the letter.
  • Issue Description: Exactly what the problem is, with dates and locations. Include specific measurements if possible.
  • Previous Attempts: Mention any earlier calls or emails (include reference numbers).
  • Impact: Explain how this barrier affects your daily life and rights. Mention it also affects seniors, parents with strollers, and others—making it a public safety issue.
  • Requested Action: State clearly what you want them to do and by when.
  • Closing: State you expect a reply within a reasonable timeframe (e.g., 2 weeks).
  • Attach Evidence: Include photos and your communication log.

Timeline Tip: If you get a promise to fix the issue, note the completion date. Set a reminder to follow up politely if that date passes. Consistent follow-up shows you are serious.

4. Follow Up and Escalate

Keep a log of every interaction. If a promised deadline passes, send a polite follow-up email referencing your previous correspondence. If one level of government or committee is unresponsive, move to the next level on the list. Your provincial Human Rights Commission is a critical step for unresolved local issues.

5. Get the Media Involved

If official channels are failing, public pressure can be a powerful catalyst for change.

Go to Local News: Local newspapers, TV stations, and community blogs are often looking for stories about civic issues. Write a concise, factual email to a reporter or the news tip line. Explain the barrier, how long it’s been a problem, and that the city has not acted despite your complaints. Offer to show them the issue in person.

Use Social Media Strategically: Post your photos and story on platforms like Twitter (X), Facebook, or local community groups. Tag your city’s official account, your mayor, and your city councillor. Publicly asking “How long must we wait for a safe sidewalk?” can prompt a much faster response than a private email. Use relevant hashtags like #Accessibility #CityName #DisabilityRights.

Connect with Community Groups: Partner with local disability advocacy organizations. A collective voice is louder. They may also have experience with media outreach.

The goal isn’t to attack but to shine a light on the problem. Be prepared to tell your story clearly and focus on the need for a solution.

Your Action Plan to Enforce Accessibility Rights

The law is on your side. Follow these steps:

  1. Document: Take photos, note exact locations and dates, keep a communication log.
  2. Start Local: Contact your city’s Accessibility Advisory Committee and report the issue through official city channels (e.g., 311). Always get a case number.
  3. Go Provincial: If unresolved, file a complaint with your Provincial Human Rights Commission. For unfair process, contact the Provincial Ombudsman.
  4. Build Pressure: Escalate within departments, contact your city councillor, and connect with local advocacy groups.
  5. Go Public: If stuck, reach out to local media and use social media to raise public awareness.
  6. Persist: Follow up calmly and consistently. Change often requires steady, polite, and determined pressure.

Your access to your community is a right. This guide provides the contacts and strategies you need to advocate effectively and make public spaces accessible for everyone.

Frequently Asked Questions (FAQ)

Q: What if the city says fixing the problem is “too expensive”?
A: Accessibility is a legal requirement. Respond politely but firmly: “I understand budgets are tight, but this is about legal compliance and preventing discrimination. Can you explain the process to prioritize this repair or provide a temporary safety solution?”

Q: Do I need a lawyer to file a human rights complaint?
A: No. The process is designed for individuals. Commission staff can guide you. For complex cases, your provincial legal support centre or the advocacy groups listed can help.

Q: What if I’m told to wait, but nothing happens?
A: Create a paper trail. Send a polite follow-up email: “Per our conversation on [Date], I was advised the fix at [Location] would be scheduled. Could you please provide an update or an estimated completion date?” Use this as evidence if you need to escalate.

Q: Who is responsible for a barrier on private property, like a plaza?
A: Start with your city’s by-law or property standards office. Many municipalities have bylaws requiring private owners to maintain accessible routes. They can issue orders to the owner.

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