1.0 General

 

1.1 Message from Veterans Affairs Canada’s Deputy Minister and the Champion of Accessibility

We are happy to share Veterans Affairs Canada’s Accessibility Action Plan 2025–2028 (the Plan). This plan includes an accessibility results framework which outlines our continued efforts to make our programs, services, benefits, policies, and workplace more accessible.

Our goal for accessibility is to create and sustain a barrier-free environment for both employees and the Veterans we serve. Our goal follows the principles of the Accessible Canada Act, (the Act) and is aimed at removing accessibility barriers across our department. Reaching this goal requires engagement across the Department, especially from our Accessibility Network, who help guide this work.

Like our earlier plan and progress reports, this updated plan was developed as described in Nothing without us. Through consultation with persons with disabilities and lived experience, we are on our way to becoming barrier-free by 2040.

We want to sincerely thank Veterans and their families, our Accessibility Network, and employees who have taken the time to share their experiences and thoughts on accessibility. The Accessibility Network plays a vital role in offering thoughtful feedback and practical suggestions. This reinforces the collaboration needed to create an accessible workplace. We look forward to continuing to learn from the Network in the years to come. Your contributions are at the heart of this work, and your perspectives deepen our understanding of accessibility.

At Veterans Affairs Canada (VAC), we have a long and proud history of serving Veterans who have made profound sacrifices in service to Canada. Many Veterans live with disabilities, and they deserve programs, services, and benefits that are accessible. With this in mind, we are renewing our commitment to creating a barrier-free department. We will continue working to improve accessibility across the Department, and we know it is a responsibility we all share.

Since launching our first Accessibility Action Plan in 2022, exciting progress has been made. For example, we:

• improved client communications by:
  • assessing all client-facing letters, and bringing 25% into conformance with CAN/ASC-EN 301 549:2024
  • establishing a plain language approval process for disability benefits letters, ensuring they are accessible and reflect a Gender-Based Analysis Plus lens
• built a diverse talent pool, which includes persons with disabilities to support inclusive recruitment and career development
• embedded accessibility into Information Technology (IT) modernization by design
• enhanced phone accessibility in Access to Information and Privacy (ATIP) Operations
• made application steps more accessible for Bureau of Pensions Advocates’ clients

Along the way we have listened, learned, and changed how we approach accessibility. We know accessibility is not a one-time goal, it is an ongoing process. By building accessibility into the foundation of our programs, services, benefits, policies, and workplaces, we are working towards an environment that is accessible by design.

In June 2025, we were honored to have an in-person visit with the Government of Canada’s (GC) Chief Accessibility Officer Stéphanie Cadieux. We had a productive conversation, and discussed our recent accomplishments listed above. We also talked about areas where accessibility remains a challenge. Stéphanie Cadieux’s positive feedback reinvigorated our sense of purpose. This strengthened our shared commitment to identify, remove, and prevent accessibility barriers for Veterans, their families, and employees.

We will continue to support key accessibility initiatives such as the GC Workplace Accessibility Passport and the GC's Better Accommodation Project. These efforts highlight the importance of listening to persons with disabilities and those with lived experience and aim to create a barrier-free workplace.

Creating an accessible department requires a culture shift—one that considers accessibility in every part of work from policy design to service delivery. This change begins with awareness, education, and a willingness to grow. It means developing the knowledge, skills, and empathy needed to identify and prevent barriers before they arise.

We encourage everyone to take action by exploring resources on accessibility. Learn how to create accessible documents, plan inclusive meetings and events, and most importantly, listen and learn from one another.

We invite you to read the Accessibility Action Plan 2025–2028 and share your thoughts. Together, we continue to work towards a future that is inclusive for all and accessible by design.

Sincerely,

1.2 Message from the Accessibility Network

The Accessibility Network includes persons with disabilities and with lived experience. Members include employees from VAC and the Veterans Review and Appeal Board (VRAB), along with our two co-chairs. Together we guide the Department to become more accessible and inclusive.

Our participation in the Accessibility Network is deeply meaningful. Our meetings are hopeful, respectful, and rooted in a shared commitment to progress. Our leaders understand the message "Nothing Without Us," especially our Champion of Accessibility, Assistant Deputy Minister Pierre Tessier. Pierre has actively participated in Network meetings, shared encouraging updates, and most importantly listened to our lived experiences.

We celebrate the achievements made through the implementation of VAC’s Accessibility Action Plan 2022-2025. Of the 53 actions identified in 2024, 34 have been completed and many of the remaining actions continue to progress. Any incomplete actions will be incorporated into the Accessibility Action Plan 2025-2028.

We are hopeful to see the development of other positive initiatives that will help us become barrier-free by 2040. For example, we look forward to improvements in the support provided to people with disabilities, especially in alignment with CAN-ASC-1.1:2024 (REV-2025)-Employment. Strengthening accessibility support (accommodation) is an area where meaningful change can occur. This ensures that all employees have equitable access to the tools, resources, and environments they need to thrive. These efforts enhance inclusion and reinforce our commitment to a workplace where everyone can contribute fully.

Our dedication is strong, and the opportunities to promote positive change are endless. We are committed to ensuring that accessibility remains protected and prioritized. However, the work to build an accessibility-confident workplace cannot be done by us alone. Accessibility is everyone’s responsibility, and we invite you to continue standing with us as allies.

We always welcome new members. This ensures the Network includes a variety of perspectives. In the coming years we will strengthen our collaboration with VAC’s other employee resource groups and recognize the diverse experiences of our workforce. If you are a VAC or VRAB employee and wish to join the Network as an ally or as a person with a disability, please reach out to VAC’s Accessibility Readiness Team. Together we can create a future that is barrier-free and inclusive for our clients and colleagues.

1.3 Process for receiving and dealing with accessibility-related feedback

The Accessible Canada Act and the Accessible Canada Regulations require federally regulated entities, including VAC, to establish a process for receiving and dealing with accessibility-related feedback.

You can use our feedback process to provide your feedback on:

• barriers when dealing with VAC
• how we are implementing our Accessibility Action Plan (the Plan) and progress reports

Feedback can also be provided on:

• how we can remove the barriers that have been identified
• the Plan and progress reports
• our feedback process
• accessibility best practices or success stories related to accessibility at VAC

An accessibility barrier is anything that does not allow persons with disabilities to be included and take part in all areas of life and society. Barriers prevent persons with disabilities from participating in the same way as persons without disabilities. The Act identifies several types of accessibility barriers:

• physical
• architectural
• technological
• attitudinal
• information
• communications
• policy
• practice

How to provide your feedback

Feedback for Veterans Affairs Canada

You can send your feedback by email, phone, or mail using the contact information listed below. Please send your feedback to our Project Director, Accessibility Readiness Team. You can also send your feedback anonymously. We will acknowledge receipt of your feedback in the same way you sent us your feedback (for example, an email response to an email message), unless the feedback was provided anonymously.

Email:

Accessibility at VAC

Phone:

Toll-free: 1-866-522-2122
TDD/TTY: 1-833-921-0071

Mail:

Chief Financial Officer and Corporate Services Branch
Veterans Affairs Canada
PO Box 7700
Charlottetown PE C1A 8M9
Attention: Project Director, Accessibility Readiness Team

Online:

Through the anonymous feedback form on the VAC website.

Feedback for the Bureau of Pensions Advocates (BPA)

Please send your questions or feedback related to the accessibility of BPA's service in one of the following ways:

Email:

Bureau of Pensions Advocates

Phone:

1-877-228-2250

Mail:

Bureau of Pensions Advocates Accessibility Feedback
P.O. Box 7700
Charlottetown, PE C1A 8M9
Attention: Project Officer, Implementation and Strategic Support

Online:

Through the anonymous feedback form on the VAC website.

Your feedback will be used to improve accessibility at VAC. We may address some feedback right away or use it to develop future accessibility plans and progress reports. We will include your feedback and how we used it in our future Accessibility Action Plans and progress reports.

Alternate formats

You can also contact us to ask for a copy of the following items in alternate formats by using the contact information above:

• our Accessibility Action Plan
• our feedback process description
• annual progress reports on the implementation of our Accessibility Action Plan and how feedback is being considered

Alternate formats include:

• print
• large print (increased font size and clarity)
• Braille (a system of raised dots that people who are blind or who have low vision can read with their fingers)
• audio (a recording of someone reading the text out loud)
• electronic (an electronic format that is compatible with adaptive technology that is intended to assist persons with disabilities)

We will provide the format you ask for as soon as possible. Braille and audio formats may take up to 45 days. Print, large print and electronic formats may take up to 15 days.

1.4 Accessibility statement

VAC will identify, remove, and prevent accessibility barriers while supporting inclusion and fostering a respectful and equitable environment.

1.5 Executive summary

In alignment with the Accessible Canada Act and with the publication of our Accessibility Action Plan 2025-2028, we continue our commitment to becoming a barrier-free organization by 2040.

Our Accessibility Progress Report 2024 had identified 53 actions. Of those 53 actions, 24 had been marked as completed as of December 2024. Of the remaining 29 actions:

• 10 were completed in 2025
• 2 will be incorporated directly into this Plan
• 16 were modified or reworded for inclusion in this Plan
• one will not be carried forward given an alternative solution was found

We remain committed to listening to persons with disabilities and individuals with lived experience in accessibility. Their insights are vital in shaping inclusive approaches. We know that lived experience brings invaluable perspectives and we consider diverse intersectional identities, recognizing the richness of individual differences. This approach not only enhances equity but also ensures that accessibility is meaningful and empowering for all.

1.6 Introduction message

On 11 July 2019, the Act (Bill C-81) came into force. The Act seeks to make Canada barrier-free by 1 January 2040.

The Act has a number of guiding principles, including that:

• Everyone must be treated with dignity
• Everyone must be able to participate fully and equally in society
• Persons with disabilities must be involved in the development and design of laws, policies, programs, services, and structures

The Act also requires federally regulated entities to develop an Accessibility Action Plan to identify, remove, and prevent accessibility barriers under federal jurisdiction in the following priority areas:

• employment
• the built environment (buildings and public spaces)
• information and communication technologies
• communication, other than information and communication technologies
• the procurement of goods, services and facilities
• the design and delivery of programs and services
• transportation

Everyone at VAC has a role to play in ensuring we are moving towards becoming accessible by design:

• Deputy Minister and Associate Deputy Minister: responsible for overarching leadership and accountability in accessibility
• Assistant Deputy Ministers: implement accessibility initiatives within the branches
• Champion of Accessibility: provides leadership and support to persons with disabilities
• Accessibility Network: guides the Department as it works to become more accessible and inclusive
• Accessibility Readiness Team: creates and maintains an environment without accessibility barriers, by listening to people who have lived experiences to identify, remove, and prevent accessibility barriers that affect both clients and employees
• Employees: learn more about accessibility and integrating it into their everyday work

In 2017, 22% of Canadians aged 15 years or older, had one or more disabilities. In 2022, this number had increased to 27%, representing an increase of approximately 1.8 million people^{Footnote 1}. In 2022, the percentage of Veterans in Canada that had at least one disability was even higher, at 46%^{Footnote 2}. Given approximately 40% of the actions in our Accessibility Progress Report 2024 have the potential to directly improve the experience for Veterans and their families, we take this work seriously.

Improving accessibility at VAC goes beyond supporting Veterans. It is also about fostering an accessible workplace. For example, the number of our employees that identify as persons with disabilities remains below the workforce availability estimate. Workforce availability estimates are used as a benchmark to assess the representativeness of employment equity designated groups within the core public administration in accordance with the Employment Equity Act^{Footnote 3}.

We remain committed to closing this gap and will continue our efforts to increase the number of employees who identify as persons with disabilities. This will ensure our workplace continues to reflect the diversity of the Canadian population.

The 2024 Public Service Employee Survey revealed some key differences in the experiences of employees with disabilities at VAC. According to the survey, 16% of VAC employees with disabilities reported being victims of discrimination on the job over the past 12 months as opposed to just 3% of employees without a disability^{Footnote 4}.

When asked whether the Department implements activities and practices that support a diverse workforce, only 69% of employees with disabilities responded positively, lower than the 82% of employees without a disability^{Footnote 5}.

These differences show that there is still work to do. They show the importance of building accessibility into the foundation of our programs, services, benefits, policies and workplaces, working towards an environment that is inclusive and accessible by design.

Our commitment to accessibility goes beyond the legislative requirement of publishing a Plan. Accessibility is not just a goal, it is a foundational principle guiding our work. We have made meaningful progress, but there is still work to do. Continuing the 3-year cycle of Accessibility Action Plans and progress reports helps guide our planning and keeps us accountable. These efforts help us move closer to our goal of becoming barrier-free by 2040.