CAN/ASC-521:2026 - accessible Services with the Canadian Standard

Today's topic is accessible services. Let's take a look ona new Canadian standard.

Why is this look beyond our own horizon interesting for us? The German Accessibility Strengthening Act (Barrierefreiheitsstärkungsgesetz - BFSG) also requires accessible services to a certain extent. The reference: This is addressed in Chapter 12 of the EN 301 549 standard. The limitation: Although it primarily focuses on accompanying services such as first-level support there. The goal: Nevertheless, it is exciting to see how services in general can be designed to be accessible.

The new Canadian standard is designated CAN/ASC-521:2026 (Accessible Service Delivery) and was published this year. Since it is a very comprehensive document, this article focuses on the key core points.

Involvement of People with Disabilities

A central aspect is the involvement of people with disabilities in the design of services.

Consultation: Affected individuals should be involved both in the creation of new services and in the further development of existing ones.
Expanded focus: Other vulnerable groups, such as the elderly or the chronically ill, should also be considered in order to better understand their specific needs.
Fair compensation: These individuals act as experts in their own right. Therefore, they should be paid fairly for their consulting services. In usability tests or focus groups, a fee or expense allowance (e.g., for travel costs) is already common and makes good sense.

Equal Choice

People with disabilities must have the free choice of how they want to use a service.

No special paths: There must be no separate mandatory paths (e.g., special entrances, advance notices several days in advance, or higher prices).
Self-determination: Usage must fundamentally be possible in the same way as for people without disabilities.

Independent Use and Multi-Channel Access

Services must be accessible independently and on an equal basis. This requires offering various communication channels: In addition to on-site service, channels such as telephone, email, WhatsApp, or SMS should be available. This is particularly important for deaf or hard-of-hearing people if they cannot communicate verbally.

No Additional Costs

Accessible services must not cause any additional costs for the users. This is a crucial point, as in practice, indirect additional costs often still arise for people with disabilities.

Adaptability and Flexibility

Services must be designed flexibly enough to respond to the individual and varying needs of people.

Mind subtle differences: Needs often differ significantly, even with similar impairments. A person in an electric wheelchair may require different support than a person with a manual wheelchair, a rollator, or a walking cane.
Consider multiple disabilities: Services must also be prepared for combinations of impairments – for example, if a person uses a wheelchair and has dementia at the same time.

Clear Communication and Accessible Formats

Another central section of the standard deals with accessible information delivery.

Simple language: Technical terms, foreign words, and complex concepts should be avoided in texts and direct communication. Many emergency or safety instructions today are too complicated. A good negative example is fire extinguishers, which often feature long, novel-like texts instead of compact explanations.
Alternative formats: Documents and information must be available in different formats. This includes digital formats, Braille, audio formats, and sign language videos.
Interpreting services: For people who rely on sign language or other linguistic support, appropriate interpreting services must be provided.

Accompanying Persons, Assistive Devices, and Service Animals

The standard requires that bringing necessary accompaniment and support must not constitute a barrier.

Free accompanying persons: If a person relies on an accompanying individual, that person should receive free access. (In Germany, this is already common at many concerts and festivals via the severely disabled person's pass and is an important financial factor given high ticket prices).
Free assistive devices: Bringing one's own assistive devices must not incur additional fees. Bringing medication, hygiene items, and similar necessary items must not be restricted.
Free access for service animals: Service and guide dogs must be granted entry free of charge and without complications. House rules generally do not apply here: people with service animals must not be denied access, and service animals are fundamentally permitted to be brought along.

Handling Service Disruptions

Another important chapter of the standard deals with the management of service disruptions. This applies, for example, to the failure of elevators, escalators, or accompanying services.

Timely information: Customers must be informed of disruptions in advance and in a timely manner. In practice, wheelchair users often find themselves unexpectedly standing in front of broken elevators at subway or suburban train stations and are unable to continue their journey. Similar barriers occur during air travel or when accessing accessible toilets.
Provision of alternatives: The minimum requirement of the standard is that an alternative solution must be offered immediately in the event of a disruption. Practical example from Deutsche Bahn: In Deutsche Bahn's long-distance transport, wheelchair users usually have to register at least 24 hours in advance because the trains do not have step-free access and staff are required to operate the boarding lift. If this lift fails, the accessible toilet is defective, or trained staff are unavailable (e.g., when arriving in the middle of the night), this leads to massive restrictions on mobility.

Education and Training for Staff

It cannot be assumed that all service personnel automatically have experience in dealing with people with disabilities. Therefore, the standard requires regular training.

Awareness raising: Employees must learn what help is needed in which situation, how to offer help correctly, and how to address affected individuals respectfully.
Legal and organizational knowledge: Staff must be informed about legal aspects. This includes knowledge of special rights (such as the right of entry for service animals despite house rules) and the authorization to check relevant documentation (e.g., the severely disabled person's pass or certificates for service dogs).

Accessible Feedback Options

In order to continuously improve services, an accessible feedback channel must be established.

Low-threshold channels: It should be easy to provide feedback after using the service via a web form or email. Since many people feel inhibited about expressing criticism directly to the service person, distant channels are important.
Internal feedback by staff: The service staff themselves should also actively pass on observations. If employees notice barriers – such as doors that are too heavy, passageways that are too narrow for electric wheelchairs, or logistical problems when carrying a lot of luggage – this information must be forwarded to the management level.

Conclusion

In summary, CAN/ASC-521:2026 is a very comprehensive standard. However, it is well worth taking a look at, as it is one of the first global standards of its kind for the general service sector.