Multi-Year Accessibility Plan
Learn more about the policies and actions we are putting in place to improve opportunities for people with disabilities to connect with nature at Riverwood.

Accessibility at Riverwood

Accessible parking spaces are available in the Main Parking Lot, and in the Visitor Parking Lot adjacent to Chappell House.

Accessible washrooms are available at the Visual Art Mississauga building and inside Chappell House. Please note that the accessible washroom inside Chappell House is only open to TRC program participants.

Please note that pathways in and around the MacEwan Terrace Garden are paved, but Riverwood’s trails are not paved and may not be suitable for wheelchairs.

Accessibility Policy


The Riverwood Conservancy (TRC) is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equality of opportunity. We are committed to meeting the needs of people with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting the accessibility requirements under the Accessibility for Ontarians with Disabilities Act (AODA).

TRC views accessibility as a continuous process and will regularly review and update policies, procedures, and guidelines in response to new information or developments in TRC’s understanding around accessibility.


The purpose of this policy is to outline the actions TRC will take to ensure alignment with TRC’s values, the principles of this policy, and the AODA. Particularly, the objective is to ensure equality of opportunity and full integration for employees, applicants for employment, and those who use our services.


Items and related actions addressed herein include the following:

  • Training Employees
  • Information and Communication
  • Feedback

Training Employees

TRC will train employees and volunteers, including Board members, who engage with the public on behalf of the organization on the Integrated Accessibility Standards Regulation (AODA) and the Ontario Human Rights Code, as they relate to respective roles and duties.

Training will be provided to all new employees, and on an ongoing basis in connection with any changes to the policies, practices and procedures relating to the provision of goods or services to persons with disabilities. Training method and content will be tailored to role. Records relating to training will be maintained by TRC.

Information and Communication

Upon request, TRC will provide workplace information in an accessible format and with communication supports. Workplace information that is:

  • about the organization’s services,
  • required by employees to perform their jobs,
  • generally available to all employees in the workplace, and
  • public safety information.

The provision of accessible workplace information will be done in a timely manner and take into consideration the accommodation needs of the person with disabilities and the capacity of TRC to provide the support.


Feedback on TRC’s Accessibility Policy is welcome and appreciated. Accessible formats and communication supports will be provided, or arranged, upon request. The public will be notified of the availability of accessible formats and communication supports.

Providing Goods and Services to Customers with Disabilities Policy


The Riverwood Conservancy strives to provide its goods and services in a way that respects the dignity and independence of people with disabilities. We will do so by giving people with disabilities the same opportunity to access TRC's goods, and benefit from the same services, in a similar way as persons without disabilities. Further, TRC will ensure policies, procedures and practices are developed and applied to meet its obligations under the Accessibility for Ontarians with Disabilities Act (AODA).

Accessibility is a continuous process and policies, procedures, and practices will be reviewed and updated regularly and in response to new information or developments in TRC’s understanding around providing goods and services to persons with disabilities.


The purpose of this policy is to outline the actions TRC will take to ensure alignment with our values, the principles of this policy, and the AODA when engaging with persons with disabilities.


Items and related actions addressed herein include the following: Communications, Assistive Devices, Service Animals, Support Persons, Training, Disruptions, Providing Feedback.


In communicating with persons with disabilities in a way that considers their disability, TRC will do the following:

  • train employees who communicate with customers on how to interact and communicate with people with various types of disabilities,
  • train employees to communicate over the telephone in clear language and in such a way that is both accessible and preserves the dignity of persons with disabilities.
  • upon request, provide alternative forms of communication that are accessible and meet the needs of persons with disabilities
  • upon request, provide accessible invoices to persons with disabilities and answer questions about the content of the invoice in person, by telephone or email.

Assistive Devices

Persons with disabilities are welcome to use their assistive devices to obtain, use or benefit from TRC's goods and services. Employees will be trained on how to use devices that may be used by persons with disabilities wishing to access TRC's goods or services.

Persons with a disability using their own assistive device unable to access TRC’s goods and services will be offered use of assistive devices on Company premises, where available. Employees are aware of and trained in the use of such assistive devices.

Service Animals

Persons with disabilities may be accompanied by a service animal on the parts of Company premises that are open to the public and other third parties. The person who is accompanied by a service animal is responsible for the care and control of the animal at all times.

TRC will ensure that all employees dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

If a health and safety concern for another person arises, for example, in the form of a severe allergy to the animal, TRC will make all reasonable efforts to meet the needs of all individuals. The person presenting the health and safety concern in relation to the animal may be required to provide a letter from a qualified medical practitioner.

Support Persons

Persons with disabilities are welcome to have a support person accompany them and will be allowed to enter Company premises with their support person. The role of a support person is to assist the person with disabilities and may be a personal support worker, a volunteer, a family member, or a friend.

At no time will a person with a disability who is accompanied by a support person be prevented from having access to their support person while on Company premises.


TRC will provide notice in the event of a planned or unexpected disruption in the facilities, or services, usually accessed by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. Disruption notices will be placed at all public entrances and the reception counters of Company premises.

Feedback Process

Ultimately, the goal of TRC is to meet expectations while serving persons with disabilities. Comments on TRC's services regarding how well those expectations are being met are welcome and appreciated. Feedback may be provided in person, by telephone, in writing by post or email. Requests for a copy of this policy and/or feedback should be directed to Beth Jones, Director of Finance and Operations. TRC will, in a timely fashion, reply to and act on any issues raised through the feedback process.

A hard copy of this policy is available for review by the public at the reception desk.

Board Reviewed: August 28, 2023