SSA Marine Canada’s Accessibility Plan and Feedback Process (2026)

SSA Marine Canada Holdings Ltd.(Branded as SSA Marine Canada) Accessibility Plan and Feedback Process 2026

GENERAL

About SSA Marine

SSA Canada Holdings Ltd., branded as SSA Marine Canada, is the parent company of several subsidiaries, including SSA Marine Canada Ltd. (formerly Western Stevedoring Company Ltd.), SSA Marine Squamish Ltd. (formerly Squamish Terminals Ltd.), Pacific Northwest Transportation Services Ltd., and Ceres Terminals Canada ULC (referred to as SSA Marine Canada Place). Together, these entities provide the people, management, terminal operations, and transportation-based support services responsible for handling cargo imported and exported through B.C. ports. As one of British Columbia’s most diverse marine terminals and stevedoring companies, SSA Marine Canada handles forestry, steel, grain, bulk, autos, cruise passengers, breakbulk, and special project cargo, supported by value-added services including off-dock operations, inland logistics facilitation, and marine transload facilitation.

SSA Marine Canada operates throughout British Columbia. Through these operations, SSA Marine Canada “SSA Marine” plays an essential role in building relationships and ensuring Canada’s shipping and transportation network remains accessible for employees, customers, partners, and the community. We pride ourselves on working successfully with all levels of government, port authorities, logistics partners, and First Nations. Our knowledge and leadership in the marine logistics industry are fundamental to supporting economies in the communities where we work.

Requirements

https://laws-lois.justice.gc.ca/eng/acts/a-0.6/ With federally regulated entities in the transportation sector, SSA Marine is governed by the Accessible Canada Act (ACA).

The ACA is a federal law enacted by the Canadian government in 2019 to promote and ensure equal access and inclusion for persons with disabilities. The ACA applies to all federally regulated entities, including companies, organizations, and government agencies.

Per the Act, all federally regulated entities must:

  • Prepare and publish an initial Accessibility Plan
  • Establish an accessibility feedback process
  • Report annually on the progress towards the plan and address any feedback received

Our Accessibility Plan must be reviewed in its entirety and published every three years.

Overall, the Accessible Canada Act represents a significant step towards creating a more inclusive and accessible society for all Canadians, including those with disabilities. By complying with these requirements, SSA Marine can help ensure that we are providing equal access and opportunities to all members of society.

Provisions of the CTA Accessibility-Related Regulations

Further to the requirements in the ACA, SSA Marine is required to meet the applicable provisions of the CTA requirements made under subsection 170(1) of the CTA, which includes the Accessible Transportation of Persons with Disabilities Regulations (ATPDR)(SOR/2019-244). Part 1 and Part 4 Divisions 1 and 2.

This plan outlines SSA Marine’s current and future actions to comply with these regulations regarding:

  • Communications of information to persons with disabilities
  • Terms and conditions with respect to the transportation of persons with disabilities
  • Modifying and posting signs in and around facilities or premises used in the transportation of persons with disabilities
  • Training of personnel employed at facilities or premises used in the transportation of persons with disabilities.

    Together, the ACA, the CTA and the ATPDR represent a significant step towards creating a more inclusive and accessible society for all Canadians, including those with disabilities. By complying with these requirements, SSA Marine can help ensure that we are providing equal access and opportunities to all members of society.

    Accessibility Working Group

    SSA Marine will establish an accessibility working group within a broader Diversity & Inclusion Committee. Our current Accessibility Plan working group is led by:

    Jessie Rai
    Director, Human Resources
    SSA Marine Canada

    Melissa Harder
    Manager, Communications
    SSA Marine Canada

    Samantha Gregg
    General Manager, Victoria Cruise
    SSA Marine Canada

    Roger Dias 
    Director, Information Technology 
    SSA Marine Canada

    Plan Overview

    This Plan applies to SSA Marine locations in North Vancouver, Squamish, Victoria, Vancouver and the North Island.  The Plan outlines how we will identify, remove and prevent barriers in the following priority areas:

    1. The built environment
    2. Employment
    3. Information and Communication Technologies (ICT)
    4. The procurement of goods, services, and facilities
    5. The design and delivery of programs and services
    6. Transportation
    7. Communication, other that ICT

    Accessibility Statement

    SSA Marine and its subsidiaries are dedicated to identifying and addressing barriers and limits to full participation that impact people with disabilities through the implementation of our Accessibility Plan.  

    We will continue to consult with members of the public, our employees, and subject matter experts to ensure that new barriers are not created as we continue on a path to full accessibility.  

    Feedback Process

    SSA Marine is committed to providing an open and transparent feedback process. For more information, to provide feedback, or to request alternative formats of this Plan, please contact SSA Marine through one of the following methods: 

    • Point of Contact: Jessie Rai – Director, Human Resources
    • Website: www.ssamarine.ca
    • Email: DEI@ssamarine.ca
    • Mail: #15 Mountain Hwy, North Vancouver, British Columbia, V7J 2J9
    • Telephone: 1 (604) 904-2800
    • Anonymous feedback form: https://www.ssamarine.ca/contact/

    Alternative Formats

    SSA Marine’s Progress Reports and Accessibility Plan are available in the following formats:

    • Print
    • Large Print
    • Electronic
    • Audio

    A Braille copy of SSA Marine’s Accessibility Plan may be requested:

    PRIORITY AREAS

    Area 1: Employment

    Our Accessibility Goal

    SSA Marine values diversity, equity and inclusion (DEI) in the workplace and strives to continue to build on and create a welcoming and accessible environment for all employees.

    Current Level of Accessibility

    SSA Marine has taken a proactive approach to diversity, equity, and inclusion for all underrepresented groups, including individuals with disabilities. Between 2023 and 2026, the organization completed a diversity, equity, and inclusion audit to identify areas for improvement and has since made meaningful progress across several areas and have since:

    • Strengthened recruitment and outreach practices by incorporating accessibility into its Anti-Discrimination Policy, clearly communicating commitments in job postings, and encouraging candidates to request accommodations throughout the application process. Outreach has also been expanded through accessible job boards and community partnerships to increase employment opportunities for individuals with disabilities.
    • Advanced a safe, inclusive, and barrier-free workplace by delivering manager training on allyship and unconscious bias, strengthening accommodation practices to support equal access to training and career development, and actively gathering employee feedback related to DEI. The organization has also begun evaluating training effectiveness and reviewing HR systems and tools to identify and address accessibility barriers.
    • Increased awareness of accessibility across the organization through internal communication initiatives focused on accessibility policies, available supports, and key concepts related to disability and workplace barriers, contributing to a more informed and inclusive workplace culture.

    Overall, SSA Marine has established a strong foundation in accessible employment practices and is continuing to build on this progress as part of its ongoing accessibility commitments.

    Actions

    Goal 1: SSA Marine will strengthen accessible recruitment and hiring practices to support individuals with disabilities by:

    • Implementing a standardized approach to communicating accommodation options throughout recruitment and hiring processes, including job postings and interview communications, by January 2027.
    • Introducing alternative application methods (e.g., email or assisted application support) across roles by March 2027.
    • Developing and delivering training for hiring managers and interviewers on accessible and inclusive hiring practices, with initial rollout by December 2027.
    • Expanding outreach efforts through accessible job boards and community partnerships to promote employment opportunities for individuals with disabilities.

    Goal 2: Build knowledge and awareness of accessibility across leaders and teams by:

    • Delivering accessibility training for People Leaders and Hiring Managers, with a focus on inclusive hiring, performance management, and workplace accommodations, starting June 2027.
    • Integrating accessibility expectations into leadership development programs and day-to-day management practices.

    Goal 3: Improve accessibility across the employee experience by:

    • Updating training and development programs to ensure accessibility and alignment with accessibility standards by December 2027.
    • Launching structured employee feedback mechanisms (e.g., surveys, check-ins, offboarding feedback) to gather input on accessibility starting September 2027.
    • Conducting a review of performance management and career development practices to ensure expectations, feedback, and advancement opportunities are accessible and inclusive by March 2028.

    Goal 4: Improve accessibility of digital tools, systems, and communication by:

    • Updating training and development programs to ensure accessibility and alignment with accessibility standards by December 2027.
    • Launching structured employee feedback mechanisms (e.g., surveys, check-ins, offboarding feedback) to gather input on accessibility starting September 2027.
    • Conducting a review of performance management and career development practices to ensure expectations, feedback, and advancement opportunities are accessible and inclusive by March 2028.

    Goal 5: Support continuous improvement through regular review and feedback by:

    • Gathering employee feedback on accessibility through surveys and other feedback mechanisms.
    • Conducting regular reviews of employment policies and practices to ensure alignment with accessibility standards and legislation.

    Area 2: Built Environment

    Our Accessibility Goal

    Ensure all people can move freely around federal buildings and public spaces.

    The majority of SSA Marine’s facilities are accessible only to employees, vendors, and other authorized personnel; members of the public are not permitted to enter without prior approval and knowledge of applicable safety and security procedures. We continue to provide accommodation for employees wherever possible, in alignment with applicable safety standards and the bona fide occupational requirements of each role.

    Current Level of Accessibility across SSA Marine Canada Ltd. (Excludes Victoria Cruise & Deep Water Terminal and SSA Marine Canada Place)

    Across SSA Marine Canada Ltd. worksites (excluding Victoria Cruise & Deep Water Terminal and SSA Marine Canada Place) accessibility features vary by location, with several sites incorporating elements that support accessible use. These environments provide a foundation for accessibility, even as differences in site design and function mean that features are not yet consistent across all locations. As accessibility efforts continue, there are opportunities to build on existing features by improving access points, circulation within work areas, and overall navigation. Given the primarily industrial nature of many worksites, these improvements will be approached in a way that balances accessibility with operational and safety requirements, supporting steady progress over time.

    Actions

    Goal 1: Identify and prioritize accessibility improvements across worksites by:

    • Conducting site-level accessibility reviews to identify barriers in key areas such as entrances, pathways, and shared employee spaces by December 2027.
    • Documenting and prioritizing accessibility improvements related to building access, including doorways and entry points, safe and unobstructed paths of travel, and access to essential facilities such as washrooms and break areas by December 2027.

    Goal 2: Improve access to high-use areas to support day-to-day employee needs by:

    • Implementing accessibility improvements in high-use areas, including administrative buildings, break rooms, washrooms, and entry points, starting in 2028.
    • Implementing solutions to address common barriers, such as uneven surfaces, restricted pathways, and limited access points, where feasible and applicable, through 2029.

    Goal 3: Implement practical, high-impact accessibility improvements across sites by:

    • Implementing low-effort, high-impact accessibility improvements across multiple sites, including automated doors, accessible washrooms, and emergency safety features, starting in 2027.
    • Introducing lower-cost accessibility enhancements, such as accessible seating in key areas, across sites by December 2028.
    • Incorporating accessibility improvements into regular maintenance, upgrades, and operational planning processes where feasible on an ongoing basis.

    Current Level of Accessibility at Victoria Cruise & Deep Water Terminal:

    Victoria Cruise & Deep Water Terminal “Victoria Cruise Terminal” has made meaningful progress in improving accessibility and supporting public access across the site. Several accessibility features are already in place, creating a strong foundation for travellers and employees. While some features are not yet consistently implemented across all areas, there are clear opportunities to further strengthen wayfinding, access to key service areas, and the clarity of accessible routes to support a more seamless experience for travellers with disabilities. We have:

    • Advance a barrier-free and accessible physical workplace by completing facility upgrades, including integrating accessibility guidance into onboarding, and enhancing employee supports where space constraints limit physical changes.
    • Conducted a formal accessibility assessment of facilities, secured certification, and established budgets and priorities to support ongoing accessibility improvements.
    • Enhanced accessibility at the Victoria Cruise Terminal by adding designated service animal relief areas, completing a formal accessibility assessment and certification, and establishing prioritized upgrades with budget approvals. Implementation of identified improvements is underway, with completion targeted for 2026.

    Actions

    Goal 1: Improve wayfinding and navigation throughout the Victoria Cruise Terminal by:

    • Updating wayfinding signage to clearly identify accessible routes, directional signage, entrances, and key service areas to support consistent navigation throughout the terminal, where possible, by December 2028.
    • Maintaining a clear and visible wayfinding across the terminal to support ease of navigation for travellers on an ongoing basis.

    Goal 2:  Improve access to and movement through key public areas by:

    • Reviewing access to entrances, service points, and high-traffic areas to identify gaps in accessible routes by December 2027.
    • Implementing improvements to ensure accessible paths of travel are continuous, clearly marked, and free of barriers starting in 2028.
    • Monitoring and addressing barriers along paths of travel, including obstacles or inconsistencies, on an ongoing basis.

    Goal 3: Enhance visibility and usability of accessible features across the terminal by:

    • Improving the visibility of accessible features, including entrances, service areas, and pathways, by December 2027.
    • Addressing low-effort barriers such as unclear signage, inconsistent route markings, and minor obstructions by June 2028.
    • Maintaining clear identification and usability of accessible features across the terminal on an ongoing basis.

    Current Level of Accessibility at SSA Marine Canada Place

    SSA Marine Canada Place includes several accessibility features intended to support employees, passengers, and visitors throughout the facility. As a multi-use public facility owned and managed by the Vancouver Fraser Port Authority, accessibility-related infrastructure, building systems, permanent signage, wayfinding, entrances, elevators, common spaces, and base building compliance fall under the responsibility and oversight of the building owner and applicable authorities having jurisdiction.

    SSA Marine Canada Place Cruise operates cruise terminal services within Canada Place as the contracted service provider for cruise operations; however, SSA Marine does not own, lease, or control the facility or its permanent infrastructure. As such, SSA Marine’s role is limited to operational service delivery and day-to-day support during cruise operations and only during 6-7 months of the year.

    While SSA Marine may identify operational accessibility concerns or opportunities observed during cruise activities, any recommendations related to facility infrastructure, permanent signage, wayfinding, or building accessibility standards would be communicated to the Vancouver Fraser Port Authority for their consideration and review.

    Actions

    Goal 1: Support awareness of accessibility considerations for terminal operations by:

    • Identifying accessibility barriers that may come up during cruise operations and communicating them to the Vancouver Fraser Port Authority, where appropriate.
    • Continuing to support accessible passenger movement through terminal operational planning, queue management, and frontline assistance during cruise operations.
    • Documenting operational barriers associated with temporary cruise-related activities where applicable.

    Goal 2: Support accessible service delivery during cruise operations by:

    • Utilizing temporary signage and passenger assistance measures, where appropriate, during cruise vessel operations.
    • Continuing to reinforce accessibility awareness among frontline personnel supporting passengers and visitors.
    • Providing feedback to the Vancouver Fraser Port Authority, where accessibility-related concerns associated with the facility are identified during cruise activities.

    Goal 3: Reinforce accessibility awareness and operational support by:

    • Continuing accessibility awareness practices through frontline training and customer service programs, including respectful access practices and participation in programs such as the Hidden Disabilities Sunflower Program.
    • Monitoring temporary setups during cruise operations to help minimize avoidable barriers or obstructions impacting passenger movement.
    • Continuing to support passengers requiring additional assistance through coordination and frontline customer service practices.

    Current Level of Accessibility at PNWTS:

    PNWTS has several accessibility features in place that support employees and visitors across the site, providing a solid foundation for accessibility. Many areas already include elements that support movement and usability, contributing to a more inclusive environment. As accessibility efforts continue, there are opportunities to build on this foundation by improving consistency across entrances, pathways, and shared spaces, as well as making existing accessibility features easier to identify and locate to better support all users.

    Actions

    Goal 1: Identify and prioritize accessibility improvements at PNWTS by:

    • Conducting a targeted accessibility review of entrances, pathways, and common areas, including washrooms, break areas, and access points, by December 2027.
    • Documenting and prioritizing practical, high-impact accessibility improvements identified through the review by December 2027.

    Goal 2: Improve wayfinding and navigation across the site by:

    • Conducting a targeted accessibility review of entrances, pathways, and common areas, including washrooms, break areas, and access points, by December 2027.
    • Documenting and prioritizing practical, high-impact accessibility improvements identified through the review by December 2027.

    Goal 3: Improve visibility and usability of accessible features by:

    • Ensuring accessible features, including doors, washrooms, and access points, are clearly marked and easy to locate by December 2027.
    • Conducting regular walkthroughs to identify and address low-effort, high-impact barriers, including obstructions in walkways, unclear paths of travel, and inconsistent access points, starting 2027.
    • Maintaining accessible paths of travel and addressing barriers as part of ongoing site operations.

    Current Level of Accessibility at SSA Marine Squamish

    SSA Marine Squamish has opportunities to strengthen accessibility across its physical spaces to better support safe and independent movement for employees and visitors. While some foundational elements are in place, continued improvements to building access, including entry points and interior circulation, will help create more consistent and accessible routes throughout the site. There are also opportunities to enhance accessibility in shared spaces and facilities, supporting a more inclusive and functional environment for day-to-day use.

    Actions

    Goal 1: Improve building access and safe movement throughout SSA Marine Squamish by:

    • Conducting a review of entrances and interior routes to identify barriers to accessible paths of travel by December 2027.
    • Implementing improvements to building access, including entry points, doorways, and interior circulation routes, to support safe and independent movement starting 2028.
    • Incorporating safety-related accessibility features, including emergency systems and stairway enhancements, where feasible, through 2029.

    Goal 2: Improve accessibility of key workplace areas to support daily use by:

    • Implementing improvements to washrooms, break areas, and shared spaces to better meet accessibility needs starting 2028.
    • Addressing physical barriers such as uneven surfaces, narrow pathways, and restricted access points where feasible through 2029.
    • Maintaining access to key workplace areas and addressing barriers as part of ongoing site operations.

    Goal 3: Introduce practical accessibility features to improve usability across the site by:

    • Implementing accessible features such as ramps and door access improvements where feasible starting 2028.
    • Introducing low-cost accessibility enhancements, including accessible seating in key areas, by December 2028.
    • Incorporating accessibility improvements into regular maintenance, upgrades, and operational planning processes on an ongoing basis.

    Area 3: Information and Communication Technologies (ICT)

    Our Accessibility Goal

    Ensure accessible digital content and technologies. Ensure effective communication of information to persons with disabilities per ATPDR.

    Current Level of Accessibility

    SSA Marine is committed to improving accessibility across its digital systems and tools. The organization aligns its public-facing digital content with Web Content Accessibility Guidelines (WCAG) 2 standards and continues to take steps to improve access to internal systems for employees.

    SSA Marine uses established providers such as Microsoft and ADP, which support accessible technology solutions, and provides accessibility tools and accommodations where possible to meet employee needs. Accessibility has been considered in some external platforms, helping improve access to information and services. Between 2023 and 2026, SSA Marine has made progress in several areas:

    • Improved access to digital tools and technology by creating a process to request adaptive technology, considering accessibility in IT onboarding and budgeting, and identifying available supports and funding options.
    • Strengthened digital communications by reviewing its website against WCAG standards and updating content and branding practices to improve accessibility.
    • Started reviewing internal systems by working on an industry-wide accessibility audit tool and beginning to assess digital platforms to identify and address barriers.

    SSA Marine has also increased awareness of the importance of accessible technology and continues to build its approach in this area. Overall, while accessibility has been built into some systems and processes, there is an opportunity to apply accessibility more consistently across internal tools and employee-facing platforms as part of ongoing improvement efforts.

    Actions

    Goal 1: Ensure employees have access to accessible digital tools and technologies by:

    • Implementing and communicating a standardized process for requesting accessible or adaptive technology across the organization by December 2026.
    • Launching internal communications to promote awareness of accessibility tools and supports starting in March 2027.
    • Establishing a process to assess employee needs for accessible technologies and incorporate these needs into planning and budgeting cycles by June 2027.
    • Assessing employee needs for accessible technologies and incorporating these needs into planning and budgeting processes on an ongoing basis.

      Goal 2: Build awareness and capability to support accessible digital practices by:

      • Delivering accessibility training to employees involved in creating, managing, or publishing digital content as part of the broader organizational training rollout starting June 2027.
      • Integrating accessibility expectations into digital roles and responsibilities to support consistent application across teams on an ongoing basis.

      Goal 3: Improve accessibility across digital systems, tools, and platforms by:

      • Conducting a review of employee-facing systems to identify accessibility barriers by December 2027.
      • Prioritizing and implementing improvements to address key accessibility gaps identified through system reviews starting in March 2028.
      • Aligning digital systems and tools with accessibility standards, including WCAG and requirements under the Accessible Canada Act and related regulations, on an ongoing basis.
      • Transitioning from legacy applications to browser-based platforms, where feasible, to leverage built-in accessibility features starting in 2027.

      Goal 4: Strengthen accessible digital content and communication practices by:

      • Provide input and make suggestions on the development of accessible content guidelines and templates for documents, emails, and internal communications for consideration by our parent company by September 2027.
      • Standardizing the use of built-in accessibility tools, including Word, Excel, PowerPoint, and PDF, across teams creating digital content starting September 2027.
      • Assessing and implementing accessible communication technologies, where appropriate, including captioning and hearing assistance systems, by December 2028.
      • Regularly assessing digital platforms and gathering feedback to identify and address accessibility barriers over time.

      Area 4: Communication, other than ICT

      Our Accessibility Goal

      Ensure barrier-free services and spaces for persons with disabilities. This includes the use of American Sign Language, Quebec Sign Language and Indigenous sign languages. Ensure effective communication of information to persons with disabilities per ATPDR.

      Current Level of Accessibility

      SSA Marine recognizes that clear, inclusive communication is essential to creating an accessible and respectful workplace. While accessibility was not previously a formalized component of the organization’s communication approach, structured steps have recently been taken to begin embedding more inclusive, barrier-free communication practices across the organization. SSA Marine has made progress in formalizing its approach to accessible communication and has:

      • Established and implemented a formal inclusive communication standard by developing and launching an Inclusive Communication Guide and delivering targeted training to key stakeholders. The guide and training support accessible, barrier-free communication practices across print, digital, and in-person interactions and are integrated into onboarding to support ongoing awareness.
      • Formalized a process to support accessible training and career development by publishing an Accommodation Policy that outlines how employees can request accommodations for training. This process is communicated alongside training opportunities to support more equitable access to learning and advancement.

      These efforts represent important progress. As this work continues, there is an opportunity to better embed accessible communication into day-to-day practices, improve consistency in how supports are offered, and increase awareness of how to request communication-related accommodations.

      Actions

      Goal 1: Build awareness and consistent application of accessible communication practices by:

      • Developing and launching an e-learning accessible communication training module using existing guidelines and templates by September 2027.
      • Delivering role-based training for managers and employees responsible for creating, managing, or approving communications starting June 2027.
      • Integrating accessible communication training into onboarding and delivering refresher training to reinforce consistent practices across the organization on an ongoing basis.

      Goal 2: Improve access to communication supports and accessible formats by:

      • Establishing and communicating a standardized process for requesting communication supports, including alternative formats such as large print, audio, Braille, and sign language interpretation, by January 2027.
      • Providing accessible formats upon request and identifying key communications where supports are offered proactively starting June 2027.
      • Offering communication support in advance of all-staff meetings, training sessions, and company-wide communications on an ongoing basis.

      Goal 3: Strengthen accessible communication across materials, signage, and day-to-day practices by:

      • Developing and implementing accessible content guidelines and templates for communication materials and platforms by September 2027.
      • Providing teams with tools and guidance to support accessible communication, including templates, plain language guidance, and formatting standards, starting September 2027.
      • Improving signage across facilities by incorporating accessible formats, including pictograms, plain language, and high-contrast design, by June 2028.
      • Applying accessible communication practices across internal communications, training materials, and day-to-day interactions on an ongoing basis.

      Goal 4: Implement structured review and continuous improvement processes by:

      • Introducing review and quality assurance processes to ensure communication materials meet accessibility standards before being shared by December 2027.
      • Conducting periodic reviews of communication materials to assess alignment with accessibility best practices, including document structure, headings, colour contrast, and plain language, on an ongoing basis.
      • Identifying and addressing communication barriers through feedback and review processes on an ongoing basis.

      Area 5: Procurement of Goods, Services and Facilities

      Our Accessibility Goal

      Ensure the purchasing of goods, services and facilities is accessible.

      Current Level of Accessibility

      SSA Marine is committed to promoting and supporting accessibility by holding both the organization and its vendors accountable for accessible practices. This includes a focus on working with vendors owned and operated by persons with disabilities, as well as suppliers that provide goods and services that incorporate accessible design and demonstrate accessibility commitments. These efforts support the removal of barriers for employees, customers, and members of the public.

      Since 2023, SSA Marine has taken foundational steps to begin embedding accessibility considerations into its procurement framework, aligning this work with broader operational modernization initiatives. The organization has:

      • Initiated the integration of accessibility into procurement practices by aligning policy development with the implementation of a new enterprise resource planning system and the establishment of a global procurement and purchasing process.
      • Started formalizing accessibility within procurement policies, with work underway to incorporate accessibility considerations into a future Responsible Procurement policy.

      These efforts represent an important starting point in building a more accessible procurement approach. As this work continues, there is an opportunity to further define roles, processes, and accountability related to accessible procurement, and to apply accessibility considerations more consistently across systems, documentation, and supplier engagement.

      Actions

      Goal 1: Integrate accessibility requirements into the procurement of digital products and services by:

      • Working with our parent company to update procurement processes and documentation where possible to include accessibility requirements when selecting and purchasing digital tools and platforms by June 2028.
      • Incorporating recognized accessibility standards, including CAN/ASC-EN 301 549 and requirements under the Accessible Canada Act and related regulations, into procurement requirements for new and updated digital products and services, including web pages, mobile applications, and digital documents, where possible, by December 2028.

      Goal 2: Establish processes to assess and confirm accessibility of digital tools and platforms by:

      • Implementing a process to review and confirm that new and updated digital tools and platforms meet accessibility standards before purchase or implementation by December 2028.
      • Prioritizing high-impact systems and tools when addressing accessibility gaps on an ongoing basis.

      Goal 3: Build awareness and capability to support accessible procurement decisions by:

      • Delivering digital accessibility training to employees reporting into our Canadian entities involved in purchasing, managing, or supporting digital tools and systems as part of the broader organizational training rollout starting June 2027.
      • Providing simple tools and guidance, such as checklists or templates, to support teams in applying accessibility requirements during procurement activities starting June 2028.
      • Reinforcing accessibility requirements in procurement decision-making through ongoing training and awareness initiatives.

       Goal 4: Strengthen accountability and support ongoing compliance with accessibility requirements by:

      • Defining roles and responsibilities for accessible procurement, particularly for digital systems and tools, by December 2026.
      • Establishing a process to maintain records of accessibility training, system assessments, and related activities to support compliance with federal accessibility requirements by June 2027.
      • Monitoring procurement practices and addressing accessibility gaps through ongoing review and continuous improvement processes.

      Area 6: Design and Delivery of Programs and Services

      Our Accessibility Goal at Victoria Cruise Terminal

      Ensure Canadians receive services that are accessible to all.

      Current Level of Accessibility

      SSA Marine delivers a wide range of services, including ship operations, terminal operations, cruise ship services, and cargo tracking. We are committed to providing barrier-free access to our programs and services through thoughtful design, continuous improvement, and employee training. Particular focus has been placed on enhancing accessibility within our public-facing operations to support an inclusive customer and passenger experience.

      At Victoria Cruise,  SSA Marine provides a range of services, including parking, drop-off and pick-up areas, and access to restrooms, supporting travellers throughout their journey. Accessibility has been considered in some aspects of service delivery, particularly within public-facing operations. From the 2023–2026 plan, we have since:

      • Improved access to accessibility information for passengers at the cruise terminals by publishing key service details online and in other formats, while continuing to expand website content as facility upgrades are completed.
      • Conducted an accessibility audit to identify and implement additional safety and wayfinding improvements.
      • Implemented ongoing accessibility training for public-facing employees at the cruise terminal to support a barrier-free passenger experience. Training is delivered by subject matter experts and embedded into regular learning plans to ensure employees remain informed and new hires receive appropriate accessibility education.

      These efforts represent important progress in improving accessibility across programs and services. As this work continues, there is an opportunity to further apply accessibility more consistently across all services and locations, including how services are communicated, accessed, and experienced on-site.

      Actions

      Goal 1: Improve access to clear and accessible information for travellers by:

      • Publishing key accessibility information, including hours of operation, accessible parking and drop-off locations, passenger assistance contacts, wheelchair services, service animal relief areas, and complaint processes, in accessible formats by December 2026.
      • Providing accessibility information in advance of arrival through online platforms and ensuring it is available on-site by June 2027.
      • Applying plain language standards to traveller-facing information to support clarity and ease of understanding on an ongoing basis.

      Goal 2: Strengthen communication of accessible services and supports by:

      • Updating how accessibility information is communicated before and during the travel experience, including pre-arrival and on-site communications, by June 2027.
      • Improving signage, wayfinding, and service instructions to ensure they are clear, visible, and easy to understand by December 2028.
      • Increasing visibility of accessibility supports and services so travellers are aware of available options on an ongoing basis.

      Goal 3: Build staff awareness and capability to support accessible service delivery by:

      • Delivering accessibility training to all staff who interact with travellers, including standards, available services, and best practices for supporting persons with disabilities, starting in June 2027.
      • Integrating accessibility training into onboarding and reinforcing learning through ongoing training and refreshers.
      • Providing staff with clear guidance and tools to respond to accessibility needs and requests by December 2027.

      Goal 4: Improve accessibility in how services are designed, accessed, and delivered on-site by:

      • Reviewing how travellers access, move through, and use key service areas, including parking, drop-off, and terminal spaces, to identify accessibility barriers by December 2027.
      • Implementing simple, visible improvements, including signage, wayfinding, and service instructions, to reduce barriers and improve the overall experience starting 2028.
      • Expanding and refining accessibility improvements across services and locations based on findings and feedback through 2029.

      Our Accessibility Goal at Canada Place

      Support accessible and respectful service delivery for passengers, visitors, and employees during cruise operations.

      Current Level of Accessibility

      SSA Marine provides operational services related to vessel operations, cruise terminal operations, passenger processing, and ground transportation coordination. We support accessibility through frontline customer service, passenger assistance, operational awareness, and employee training.

      At both the Victoria Cruise Terminal and Canada Place, SSA Marine operates as the contracted cruise terminal service provider within facilities owned and managed by others. Accessibility-related infrastructure and building elements, including parking, elevators, washrooms, permanent signage, public wayfinding, entrances, and overall building accessibility compliance, remain under the responsibility of the respective facility owners and authorities having jurisdiction.

      SSA Marine’s role is operational. Our focus is on supporting the safe and efficient movement of passengers during cruise operations and providing assistance where required. While our teams may identify accessibility concerns or operational challenges during vessel operations, SSA Marine does not own, manage, or control the building infrastructure itself. Where concerns or observations are identified, they may be communicated to the applicable facility owner for their awareness and consideration.

      From the 2023–2026 plan, SSA Marine has continued to:

      • Reinforce accessibility awareness within frontline passenger operations through training and customer service practices.
      • Support passengers requiring additional assistance during cruise operations.
      • Continue awareness initiatives such as respectful access practices and participation in programs, including the Hidden Disabilities Sunflower Program.
      • Raise operational accessibility observations with facility stakeholders where appropriate.

      These efforts support accessible operational service delivery within SSA Marine’s role as the cruise terminal operator. Broader accessibility infrastructure, facility upgrades, and permanent wayfinding or signage improvements remain under the responsibility of the applicable facility owners.

      Actions

      Goal 1: Support access to operational accessibility information for travellers by:

      • Continuing to provide operational accessibility information through available passenger communication channels where applicable.
      • Supporting passengers requiring additional assistance during cruise operations.
      • Continuing to use clear and practical traveller-facing communication.

      Goal 2: Strengthen accessible operational service delivery by:

      • Continuing accessibility awareness training for frontline personnel supporting passengers and visitors during cruise operations.
      • Reinforcing respectful access practices and operational awareness related to assisting persons with disabilities.
      • Communicating operational accessibility observations identified during cruise operations to the applicable facility stakeholders, where appropriate.

      Goal 3: Support staff awareness and operational capability by:

      • Continuing to include accessibility awareness within onboarding and frontline operational training.
      • Reinforcing accessibility awareness through ongoing operational discussions and refresher training.
      • Providing operational personnel with practical guidance for responding to passenger accessibility needs during cruise operations.

      Goal 4: Support the identification of operational barriers during cruise activities by:

      • Monitoring temporary operational setups and passenger flow during cruise operations to help minimize avoidable operational barriers where reasonably practicable.
      • Communicating operational accessibility observations to the applicable facility stakeholders where appropriate.
      • Continuing to review operational practices and temporary measures that may improve passenger movement during cruise operations.

      Area 7: Transportation

      Our Accessibility Goal at Victoria Cruise Terminal

      Ensure a barrier-free federal transportation network.

      Current Level of Accessibility

      SSA Marine has advanced a structured program of accessibility improvements within its public-facing transportation environment at Victoria Cruise.  While SSA Marine does not directly provide transportation services to the public, transportation remains an important part of how travellers move through terminal spaces, including access via parking, drop-off areas, and external transportation providers.

      Building on initial upgrade commitments, we have strengthened physical wayfinding, formalized personnel training, and clarified roles and responsibilities in collaboration with the Greater Victoria Harbour Authority and cruise carriers. These efforts are designed to support a safe, inclusive, and barrier-free passenger experience and reflect our ongoing commitment to meeting national accessibility standards.

      Employees, contractors, and visitors typically access the site independently or through third-party transportation providers, making clear access points, signage, and guidance critical to the overall experience. We have since improved on:

      • Signage: completed signage accessibility enhancements at the cruise terminals by establishing priorities and budgets, upgrading wayfinding signage to meet national accessibility standards, and incorporating tactile features such as Braille. These improvements support barrier-free access and clearer navigation for cruise passengers.
      • Personnel Training: Implemented and formalized ongoing accessibility training for all terminal staff to ensure passengers with disabilities receive appropriate support and services. The company established training schedules, refresher timelines, and record-keeping processes to maintain accountability and sustain an inclusive travel experience at the cruise terminals.
      • Terms and Conditions: Supporting barrier-free access at the cruise terminals by promoting and facilitating high accessibility standards in collaboration with GVHA,  carriers, and other SSA Marine entities, while clarifying that it does not set tariffs, rates, or fares for passengers with disabilities.

      Actions

      Goal 1: Improve visibility and access to accessible parking and building entry points by:

      • Identifying and clearly marking accessible parking spaces, drop-off areas, and accessible building entrances where available by December 2028.
      • Improving on-site signage to better highlight accessible routes and entry points by December 2028.
      • Communicating accessible routes to ensure they are easy to follow for employees, contractors, candidates, and visitors on an ongoing basis.

        Goal 2: Strengthen communication and guidance on transportation and site access by:

        • Developing and providing clear guidance on transportation and site access, including parking areas, drop-off locations, and accessible entrances, by January 2029.
        • Making this information available in advance through online platforms and communications and reinforcing it on-site by January 2029.
        • Applying plain language standards to ensure transportation and site access information is easy to understand on an ongoing basis.

        Our Accessibility Goal at Canada Place

        Support safe, accessible, and respectful passenger movement during cruise operations.

        Current Level of Accessibility

        SSA Marine supports passenger movement through cruise terminal operations at Canada Place. While SSA Marine does not provide public transportation services, transportation access and passenger flow are important parts of cruise operations, including passenger drop-off, pick-up, parking access, and coordination with third-party transportation providers.

        At  Canada Place, transportation infrastructure and accessibility-related building elements, including parking facilities, roadways, public wayfinding, permanent signage, curbside access, and building entrances, remain under the responsibility of the respective facility owners and applicable authorities having jurisdiction.

        SSA Marine’s role is operational. Our focus is on supporting the safe and efficient movement of passengers during cruise operations through operational coordination, queue management, passenger assistance, and communication with transportation providers and cruise partners. From the 2023–2026 plan, SSA Marine has continued to:

        • Reinforce accessibility awareness training for frontline personnel.
        • Support passengers requiring additional assistance during cruise operations.
        • Utilize temporary operational signage and passenger flow measures during vessel operations where required.
        • Raise operational accessibility or wayfinding observations with facility stakeholders where appropriate.

        Broader transportation infrastructure, permanent signage, parking design, roadway accessibility, and public wayfinding systems remain under the responsibility of the applicable facility owners.

        Actions

        Goal 1: Support accessible passenger movement during cruise operations by:

        • Continuing to support passengers requiring additional assistance during embarkation and disembarkation activities.
        • Utilizing temporary operational signage and queue management measures where operationally appropriate.
        • Communicating operational accessibility observations relating to passenger flow or transportation access to facility stakeholders where appropriate.

        Goal 2: Strengthen communication and operational coordination by:

        • Continuing to provide practical passenger information relating to terminal operations and passenger movement where applicable.
        • Reinforcing clear traveler-facing communication during cruise operations.
        • Continuing coordination with transportation providers and operational stakeholders to support safe passenger movement.

        Area 7.1: (Public) Signage

        Victoria Cruise

        Goal 1: Improve accessibility and consistency of signage across public-facing areas by:

        • Expanding accessible signage to clearly identify key areas, including entrances, washrooms, accessible routes, automatic doors, and service animal relief areas, by December 2028.
        • Implementing signage that uses accessible formats such as tactile elements, Braille, clear contrast, and plain language by December 2028.
        • Applying signage standards consistently across public-facing locations on an ongoing basis.

        Goal 2: Address gaps and improve navigation through simple, high-impact signage updates by:

        • Identifying and correcting unclear, missing, or inconsistent signage in public-facing spaces by December 2027.
        • Improving signage placement to ensure it is visible, easy to follow, and supports wayfinding throughout facilities by December 2028.
        • Prioritizing low-effort signage improvements that enhance the travel experience for persons with disabilities on an ongoing basis.

        Canada Place

        Goal 1: Support clear passenger movement during cruise operations by:

        • Utilizing temporary operational signage where required during vessel operations.
        • Identifying operational signage concerns during cruise activities and communicating them to the applicable facility stakeholders where appropriate.
        • Continuing to support clear passenger communication within temporary operational areas.

        Goal 2: Support operational wayfinding during cruise operations by:

        • Monitoring temporary operational signage placement and passenger flow where reasonably practicable.
        • Continuing to review temporary operational measures that may improve passenger movement during vessel operations.

        Area 7.2: Personnel Training

        Victoria Cruise

        Goal 1: Strengthen accessibility training for staff who support travellers by:

        • Delivering accessibility training and refresher courses to all staff who interact with the public, including best practices for communication, offering assistance, supporting mobility aids, service animals and other accessibility needs, starting in June 2027.
        • Integrating accessibility training into onboarding and reinforcing learning through ongoing updates.

        Goal 2: Improve consistency, accountability, and tracking of accessibility training by:

        • Establishing a schedule for onboarding and refresher training across teams and locations by December 2027.
        • Tracking and maintaining records of completed training to support consistency, accountability, and compliance on an ongoing basis.

        Canada Place

        Goal 1: Strengthen accessibility awareness for frontline personnel by:

        • Continuing accessibility awareness training for personnel supporting passengers and visitors during cruise operations.
        • Reinforcing respectful access practices and awareness related to supporting persons with disabilities.
        • Continuing to include accessibility awareness within onboarding and refresher training programs.

        Goal 2: Support consistency and operational awareness by:

        • Continuing refresher training and operational discussions relating to accessibility awareness and passenger support practices.
        • Encouraging operational awareness among third-party service providers interacting with passengers where appropriate.
        • Maintaining training records and awareness initiatives on an ongoing basis.

        Area 7.3: Terms and Conditions

        Victoria Cruise

        Goal 1: Ensure travellers with specific accessibility needs are supported consistently within terminal services by:

        • Providing staff with training and guidance to support travellers with a range of accessibility needs, including those related to severe allergies and environmental sensitivities, starting in June 2027.
        • Reinforcing expectations and guidance to support consistent, respectful, and appropriate assistance across teams on an ongoing basis.
        • Exploring and implementing designated or adaptable spaces, such as quieter or low-exposure areas, to support travellers with specific needs where feasible through 2029.

        Canada Place

        Goal 1: Support respectful and consistent passenger assistance during cruise operations by:

        • Continuing to provide personnel with practical guidance for supporting passengers with a range of accessibility needs.
        • Reinforcing respectful and consistent passenger assistance practices across operational teams.
        • Continuing to review operational practices that may support passengers requiring additional assistance during vessel operations, where reasonably practicable.

        CONSULTATIONS

        1 – Summary

        As part of the development of accessibility plans under the Accessible Canada Act, the BCMEA, on behalf of waterfront employers, engaged subject matter experts to support the development of an accessibility audit tool. The subject matter experts included Adaptability Canada, the BC Centre for Ability, and Meaningful Access Consulting.

        The audit tool is intended to give employers a practical way to review accessibility across the areas covered by the Accessible Canada Act and identify where barriers may exist. It is also intended to help employers look at accessibility in a more consistent way across waterfront workplaces.

        Employee feedback was gathered as a second part of the consultation process. Employees across the waterfront were invited to speak confidentially with an independent third party about their experience of accessibility at work. The two parts of the process, subject matter expert input and employee interviews, give employers both a structured assessment tool and direct feedback from employees.

        The feedback suggests that employers are not starting from scratch. Employees pointed to supportive managers, responsive leadership, existing Health and Safety or hazard-reporting processes, and accessible features already in place at some sites. At the same time, employees identified areas where accessibility could be clearer, more consistent, and easier to access in practice.

        2 – Consultation Process

        The consultation process included two components.

        First, the BCMEA engaged subject matter experts to develop an accessibility audit tool for employers. The tool was designed to help employers review accessibility across the ACA areas, including employment, the built environment, information and communication technologies, communication, procurement, design and delivery of programs and services, and transportation, where applicable.

        Second, employees across the waterfront were invited to participate in confidential interviews. The consultation was open to all waterfront employees. Employees could book an interview by link, QR code, or email, and were informed that accommodations were available upon booking. Interviews were held virtually by Zoom, unless otherwise requested. Information about the consultation was shared by email and printed posters.

        Participation was voluntary. Employees were told that their feedback would be anonymized, combined with feedback from other participants, and reported without identifying individual employees or distinguishing their employer.

        The interviews focused on employees’ experiences of accessibility at work, including what is working well, where barriers may exist, and what would make accessibility more meaningful in practice. Disability was discussed broadly and included visible and invisible disabilities, physical disabilities, cognitive disabilities, neurodivergence, mental health-related disabilities, chronic conditions, temporary injuries, and recovery from illness or surgery.

        3 – Summary of Results

        3.1 – Employment

        Employment was the area where employees had the most feedback. Several employees described managers or leaders who were supportive and willing to help when concerns were raised. Existing Health and Safety or hazard-reporting processes were also identified as useful channels in some situations.

        The main opportunity is to make support easier to find and navigate. Employees may not always know who to contact for ergonomic support, an accommodation request, temporary injury support, return-to-work needs, or other accessibility-related concerns. This can be especially difficult for new employees, hybrid workers, or employees working across more than one location.

        Training and onboarding were also raised. Employees noted that long verbal explanations, slide decks, videos, and virtual onboarding sessions do not work equally well for everyone. More accessible options could include shorter sessions, practical demonstrations, written step-by-step guides, checklists, captions, and materials employees can return to later.

        Employees also spoke about the need to better recognize invisible disabilities, including ADHD, neurodivergence, learning disabilities, and mental health-related needs. Some feedback also pointed to workplace culture as a barrier. The waterfront was described as physically demanding and, at times, shaped by toughness, hierarchy, confrontation, and seniority. While the industry has clear strengths, including teamwork, resilience, direct communication, and operational expertise, employees may be less likely to ask for support if they feel it will be viewed negatively.

        3.2 – Built Environment

        Employees identified some physical access barriers, particularly in older facilities and secure access areas. Examples included heavy self-closing doors, stairs, wet or slippery surfaces, and entry points designed primarily around security requirements. These barriers can be difficult for employees with mobility limitations, employees recovering from surgery, or employees dealing with temporary injuries.

        Employees also noted that some accessible features are already in place, including accessible parking, washrooms, ramps, and automatic door openers in some locations. The opportunity is to review whether these features are consistent across sites and whether employees can move through the workplace safely and independently from arrival to departure.

        3.3 – Information and Communication Technologies

        Digital tools were generally seen as useful, particularly for virtual meetings and training. However, employees noted that long virtual sessions, slide-heavy training, and passive video content can be difficult for some learning and attention needs.

        Employers may want to consider more consistent use of captions, agendas, written follow-up, recordings or transcripts where appropriate, and accessible digital training materials. Clearer expectations around Teams and email may also help employees manage interruptions, response-time expectations, and focus time.

        3.4 – Communication, Other than Information and Communication Technologies

        Employees identified a need for clearer communication about accessibility supports. Information about accommodation, ergonomic support, EAP or counselling resources, and accessibility contacts should be easy to find and written in plain language.

        Employees should also continue to hear that accessibility includes more than physical disability. This includes invisible disabilities, temporary and episodic disabilities, neurodivergence, mental health-related disabilities, chronic conditions, and recovery from injury or illness.

        Employees appreciated being asked for feedback. Reporting back on accessibility improvements would help show that feedback is being used and would support trust in the process.

        3.5 – Procurement of Goods, Services and Facilities

        Procurement did not come up as a standalone issue in the employee interviews. However, several findings have procurement implications. These include ergonomic equipment, accessible doors and access systems, accessible training tools, and counselling or employee support services that can meet a range of needs.

        The accessibility audit tool can help employers consider accessibility earlier when purchasing goods, services, systems, and facilities, rather than addressing barriers after decisions have already been made.

        3.6 – Design and Delivery of Programs and Services

        No specific barriers were identified in this area during the employee consultation. The feedback received related to employees’ workplace experiences rather than customer-facing or client-facing programs and services.

        3.7 – Transportation

        No specific transportation-related barriers were identified during the employee consultation. Comments about parking, exterior routes, entrances, and movement through worksites are reflected under the built environment section.

        4 – Conclusion

        The consultation process combined subject matter expert input with employee feedback. The audit tool gives employers a way to assess accessibility across the Accessible Canada Act areas, while the employee interviews provided insight into how accessibility is experienced in practice on the waterfront.

        The feedback shows that waterfront employers have a solid base to build from. Employees identified supportive leadership, existing reporting processes, responsive problem-solving, and accessible features in some facilities. The main opportunity is to make accessibility more consistent, visible, and easy to use across workplaces.

        Key areas for continued action include clarifying accommodation and support processes, improving onboarding and training, addressing physical access barriers, strengthening communication about available supports, supporting both visible and invisible disabilities, and considering accessibility earlier in procurement and workplace planning.