College Policies

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Privacy Code

The College of Physiotherapists of Ontario is committed to protecting the privacy and confidentiality of information it receives or creates in the course of fulfilling its regulatory functions.

The College fulfils this commitment to privacy and confidentiality by complying with its statutory obligations under the Regulated Health Professions Act, 1991, and the Personal Health Information Protection Act, 2004, and by voluntarily adopting the practices set out in this Privacy Code.

Access the College's complete Privacy Code.

Accessibility Policy

The College of Physiotherapists of Ontario is committed to assuring that all persons interacting with the College are able to obtain, use and benefit fairly and equitably from its programs and resources. It is recognized that persons with disabilities may require accommodation in order to obtain this objective. The organization will provide and strive to exceed the required accommodation experience when evident or requested.



The term accommodation refers to a continuum of assistive responses to a request from a disabled person to improve access to services. This continuum includes such simple responses as providing additional time to review material to moving furniture to manage wheelchair access to permitting entry of a service animal.

Assistive Devices and Measures

Assistive devices and measures are supports made available to improve access service for persons with disabilities. For example these may includes, wheelchairs, volunteers, real-time captioning services (on-screen typing of what speakers are saying), sign language interpreters or deaf-blind interveners. Other examples include, Telephone Teletypes (TTY) to communicate with persons who are deaf, hard of hearing, have speech impairments or are deaf-blind.


According to the Ontario Human Rights Code, a “Disability” is defined as:

  • any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device.
  • A condition of mental impairment or a developmental disability.
  • A learning disability or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language.
  • A mental disorder, or
  • An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

The definition includes disabilities of different severity, visible as well as non-visible disabilities, and disabilities the effects of which may come and go.

Personal Assistive Devices

For the purpose of this policy, Personal Assistive Devices are personal supports used by persons with disabilities that enable them to carry out the activities of daily living and allow access to services. Individual-owned equipment such as power-mobility devices (power wheelchairs or scooters) are regarded as Personal Assistive Devices.

Regulatory Matter

A regulatory matter refers to all decision making processes that focus on an individual registrant of the College (e.g. registration, complaint, a mandatory report, a QM assessment etc).

Service Animals

Service animals are used by people with many different kinds of disabilities. Examples of service animals include dogs used by people who are blind, hearing alert animals for people who are deaf, deafened or hard of hearing, and animals trained to alert an individual to an oncoming seizure and lead them to safety.

Support Person

A “Support Person” accompanies a person with a disability, in order to help with communication, mobility, personal care or medical needs or with access to goods or services. Medical needs may include, but are not limited to, monitoring an individual’s health or providing medical support by being available in the event of a seizure. A Support Person may be a paid professional, a volunteer, family member or friend of the person with a disability.


  1. All staff, agents and individuals directly related to Council and to statutory decision making at the College receive training related to accessibility and the needs and experiences of persons with disabilities. All new hires, new councilors, non-councilor appointees, and new agents receive training within their respective orientation period. Volunteers or agents who have received training through another mechanism may report this as a substitute to the College selected process.

  2. All staff and all agents seek to actively identify and remove barriers to access for people with disabilities.

  3. All programs and all roles with direct public interface ensure that they are sensitive to a variety of accommodation needs and requests including but not limited to the use of service animals, and the use of support persons.

  4. College communications resources are developed in keeping with anticipated accessibility needs.

  5. Customer service evaluations in all programs include opportunity for feedback on issues of accessibility. Ideas for improvement in matters of accessibility are brought to senior management for consideration and potential implementation.

  6. The Emergency Management Plan for the College includes evacuation strategies that accommodate persons with disabilities.

  7. In known disruption of the services of the College for 48 hours or longer, all customers are notified when appropriate and as able (i.e. electronic notification is possible).

Regulatory Matter Requests

In circumstances where an individual accommodation request is related to a regulatory process matter, the request

  • must be in writing or in another acceptable medium.
  • must specify the nature of the accommodation requested accompanied by supporting documentation to verify the request. Such requirement may be waived by senior staff in exceptional circumstances, and
  • must provide sufficient notice of need as to permit review and decision making. This notice period will be a minimum of two weeks. Where notice is not possible, requests for accommodation will be met as possible and as reasonable given the circumstance.

All requests will be considered by staff and in some circumstances may require legal opinion.

All decisions related to specific requests relevant to regulatory decision making will be in writing or in a medium that best accommodates the recipient’s disability.

An appeal request of a decision related to accommodation will be considered by the Registrar.

Customer Complaints External to Regulatory Matters

A customer complaint regarding accommodation and accessibility will be escalated to the Office of the Registrar. All complaints must be formal in nature and should be specific and verifiable.

The decision of the Registrar in relation to resolution of complaint is considered final.

For additional information or to request materials in an alternative format, please contact Communications at or call 1-800-583-5885 ext. 234 or 416-591-3828 ext. 234.