Millions of Canadians live with a disability, and a significant share of Ontarians identify as having one. Disabilities can be visible or invisible, permanent or temporary, and they affect how people see, hear, move, think, and interact with technology. When a website or store isn't accessible, businesses lose customers who want to buy but can't.
Ontario was the first province to pass comprehensive accessibility legislation: the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). For businesses, this creates legal obligations. But accessibility is also good business. Accessible websites tend to be easier for everyone to use, perform better in search, and reach a wider audience, including older customers, a growing part of Ontario's population.
This article explains AODA requirements that commonly affect small and medium businesses and shows how to improve accessibility in your Shopify store and physical locations. It's educational information, not legal advice.
AODA basics for businesses
The AODA establishes accessibility standards under the Integrated Accessibility Standards Regulation (IASR). Key areas include:
- Customer service
- Information and communications
- Employment
- Transportation
- Design of public spaces
Obligations vary by organization type and size. For private-sector businesses, size is typically measured by the number of employees in Ontario.
Requirements for all businesses with at least one employee
The customer service standard applies broadly. Businesses generally need to:
- Provide goods and services in a way that respects the dignity and independence of people with disabilities.
- Allow people to use their own assistive devices.
- Allow service animals and support persons (with limited exceptions).
- Notify the public about temporary disruptions to accessibility features (such as an out-of-service ramp or elevator).
- Train staff on accessible customer service.
- Have a process for receiving and responding to feedback about accessibility.
- Provide information in accessible formats upon request.
Requirements for businesses with 50 or more employees
Larger organizations have additional obligations, including website accessibility. Under the IASR, organizations with 50 or more employees in Ontario must make their public websites and web content conform to WCAG 2.0 Level AA (with some exceptions, such as live captions and pre-recorded audio descriptions).
Accessibility compliance reports
Private-sector organizations with 20 or more employees in Ontario are generally required to file accessibility compliance reports on a recurring three-year cycle. Check the Government of Ontario's accessibility compliance resources to confirm your next deadline, as a reporting cycle falls at the end of 2026 for many organizations.
Even if you're not required
Businesses with fewer than 50 employees may not be legally required to meet WCAG 2.0 AA on their websites, but doing so is still wise. It serves customers better, reduces legal risk (including human rights complaints, which can apply regardless of size), and prepares you for growth. Many industry standards now reference the newer WCAG 2.1 or 2.2, which build on 2.0.
What WCAG means in practice
The Web Content Accessibility Guidelines (WCAG) are organized around four principles. Content should be:
- Perceivable: Users can perceive the information (for example, images have text alternatives, and videos have captions).
- Operable: Users can navigate and interact (for example, everything works with a keyboard).
- Understandable: Content and interfaces are clear and predictable.
- Robust: Content works with assistive technologies like screen readers.
Making your Shopify store more accessible
Shopify's checkout and many of its themes are designed with accessibility in mind, but your content, customizations, and apps can introduce barriers. Here's where to focus.
Choose an accessible theme
Shopify's Theme Store includes accessibility requirements for themes, and newer themes have generally improved. When selecting a theme:
- Test keyboard navigation (use Tab, Shift+Tab, Enter, and Escape).
- Check colour contrast.
- Try it with a screen reader.
- Review the theme developer's accessibility statement.
Heavy customizations can break accessibility features, so test after every major change.
Write meaningful alt text
Every product image and informative graphic needs alternative text that describes its content or purpose.
- Good: "Navy wool cardigan with wooden buttons, shown on a model."
- Poor: "IMG_4032" or "cardigan cardigan wool cardigan sale."
Decorative images that add no information can have empty alt text so screen readers skip them.
Use proper headings
Headings should follow a logical order (H1, then H2, then H3). Don't choose heading levels based on appearance alone. Screen reader users often navigate by headings, so structure matters.
Ensure sufficient colour contrast
Text must have enough contrast against its background. WCAG AA generally requires a contrast ratio of at least 4.5:1 for normal text and 3:1 for large text. Light grey text on white backgrounds and text over busy images are common problems. Use a contrast checker when choosing brand colours.
Don't rely on colour alone
If you show "in stock" in green and "out of stock" in red, also include text. Colour-blind users may not distinguish the difference.
Make links and buttons clear
- Use descriptive link text ("Shop winter boots") rather than "click here."
- Ensure buttons have accessible names, especially icon-only buttons like search or cart icons.
- Make focus indicators visible so keyboard users know where they are.
Caption and describe media
- Add captions to videos.
- Provide transcripts for audio content.
- Avoid auto-playing video with sound.
- Offer controls to pause moving content like carousels and animations.
Accessible forms
Forms for newsletters, contact, and wholesale applications should:
- Have visible labels (not just placeholder text).
- Clearly identify required fields.
- Provide helpful error messages that explain how to fix problems.
- Work with keyboards and screen readers.
Product information
- Include size charts in accessible formats (HTML tables rather than images of tables).
- Describe textures, dimensions, and materials clearly.
- Provide ingredient and allergen information as text.
Review your apps
Third-party apps such as pop-ups, chat widgets, review tools, and loyalty widgets can introduce accessibility barriers. Before installing an app, test it for keyboard access and screen reader compatibility. Be cautious with pop-ups, which are often difficult for assistive technology users to dismiss.
A word on accessibility overlays
Some tools promise instant compliance through a single script. Accessibility experts widely caution that overlays don't fix underlying code issues and can sometimes interfere with assistive technologies. Real accessibility comes from well-built themes and content, not a quick add-on.
Testing your store
A practical testing routine:
- Automated scans: Tools like WAVE, axe, or Lighthouse find common issues. They can't catch everything, but they're a good starting point.
- Keyboard testing: Navigate your entire purchase journey without a mouse.
- Screen reader testing: Use VoiceOver (Mac and iPhone), NVDA (Windows, free), or TalkBack (Android).
- Zoom testing: Zoom to 200% and check that content remains usable.
- Mobile testing: Check touch targets and screen reader behaviour on phones.
- User testing: If possible, involve people with disabilities in testing. Their feedback is invaluable.
Document issues, prioritize them by impact, and fix them systematically.
Accessibility in your physical store
Your in-store experience matters just as much.
The checkout counter
- Position card readers so customers using wheelchairs can reach them. Handheld devices like Shopify POS Go can bring payment to the customer.
- Tap-to-pay and contactless options can help customers with limited dexterity.
- Offer a customer-facing display with large, clear text.
- Provide email or SMS receipts, which work with screen readers, as an alternative to paper.
Store layout
- Keep aisles clear and wide enough for wheelchairs and mobility devices.
- Avoid placing displays in pathways.
- Ensure entrances are accessible, and clear snow and ice promptly in winter.
- Provide seating where possible.
- Use clear, high-contrast signage.
Sensory considerations
Some businesses offer quiet hours with dimmed lights and no music, helping customers with sensory sensitivities, including many autistic customers.
Staff training
AODA requires customer service training. Good training covers:
- Communicating respectfully with people with different disabilities
- Interacting with people who use assistive devices, service animals, or support persons
- Using accessibility features of your POS and other equipment
- What to do if someone has difficulty accessing your goods or services
Keep training records, as they're part of compliance.
Accessible omnichannel experiences
Unified commerce can improve accessibility:
- Local pickup and curbside options help customers who find browsing a store difficult.
- Local delivery serves customers with mobility challenges.
- Online ordering with in-store support lets customers research at their own pace with assistive technology.
- Endless aisle at POS lets staff order items for customers rather than asking them to visit another location.
Creating an accessibility statement
Publish an accessibility statement on your website that:
- Describes your commitment to accessibility
- Summarizes what you've done
- Acknowledges known limitations
- Explains how to request information in accessible formats
- Provides contact information for feedback
This also supports your AODA feedback process requirement.
An accessibility checklist
- [ ] I know which AODA requirements apply to my business based on employee count.
- [ ] Staff have completed accessible customer service training, and records are kept.
- [ ] A feedback process is in place and published.
- [ ] My theme has been tested for keyboard and screen reader accessibility.
- [ ] All informative images have meaningful alt text.
- [ ] Colour contrast meets WCAG AA.
- [ ] Videos have captions.
- [ ] Forms have visible labels and clear error messages.
- [ ] Apps have been tested for accessibility.
- [ ] In-store payment and layout are accessible.
- [ ] An accessibility statement is published.
- [ ] Compliance reporting deadlines are tracked, if applicable.
Key takeaways
- The AODA sets accessibility requirements for Ontario businesses, with obligations increasing by size.
- Businesses with 50 or more employees must meet WCAG 2.0 AA for public websites, but smaller businesses benefit from following the same standards.
- Focus on themes, alt text, contrast, headings, forms, media, and apps in your Shopify store.
- Test with automated tools, keyboards, screen readers, and real users.
- Extend accessibility to your physical store, POS setup, and staff training.
This article is general information, not legal advice. Refer to the Government of Ontario's accessibility resources and consult a qualified professional for your specific obligations.