With the publication of VAC’s first Accessibility Action Plan in 2022, the Department created an accessibility-related feedback mechanism, providing 4 ways that people could provide their feedback: mail, email, telephone, and anonymous online form. This is seen in the section Process for receiving and dealing with accessibility-related feedback. People can use this mechanism to share feedback on:
- barriers when dealing with VAC
- how we are implementing the Plan and progress reports
- 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
Through this mechanism, we receive feedback from Veterans and their families, VAC employees, persons with disabilities, and other members of the public. This feedback gives us valuable insight from different perspectives and is essential in helping us identify, remove, and prevent accessibility barriers.
We review and address accessibility-related feedback individually. Once reviewed, and with the consent of the individual who provided it, feedback is shared with the subject matter experts within the appropriate area of the Department.
From 1 October 2024 to 30 September 2025, we received 59 pieces of feedback through our anonymous feedback form and our e-mail address. Although available, we did not receive any feedback by telephone or through mail.
Upon review of each piece of feedback, it was determined that 24 went beyond the scope of our work to identify, remove and prevent accessibility barriers. The remaining 35 pieces of feedback are related to multiple priority areas (Figure 4).
Figure 4 : Feedback received by priority area from 1 October 2024 to 30 September 2025. (35 total pieces of feedback)
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Description of Figure 4: Feedback received by priority area from 1 October 2024 to 30 September 2025. (35 total pieces of feedback)
Priority area
- Information and communication technologies: 9
- Employment: 7
- The built environment: 7
- Communication (other than information and communication technologies): 6
- Organizational culture: 4
- The design and delivery of programs and services: 1
- The procurement of goods, services and facilities: 1
- Transportation: 0
From the feedback received, some key themes emerged.
Built environment
We received feedback recommending more sensory-friendly spaces in our offices, adaptable to a variety of individual needs. We also heard concerns about the accessibility of doors and workspaces in certain locations. This feedback included constructive suggestions, which have been shared with the appropriate subject matter experts within the Department for consideration and action.
Information and communication technology
Feedback pointed to:
- challenges with emails from different areas of the Department that were not accessible
- difficulties navigating client systems such as My VAC Account
- a need to better promote and explain existing technologies that support different accessibility needs
Feedback received through our feedback mechanism plays an important role in ensuring our efforts to identify, remove and prevent accessibility barriers reflect the real needs of Veterans, their families, and employees. We remain committed to actively promoting this feedback mechanism, monitoring it closely, and responding to each submission in a timely and thoughtful manner.