Felix Accessibility Statement

Last updated: July 8, 2025

Felix Accessibility Statement 

Statement of Commitment

Felix (including Felix Health Inc. and its subsidiaries, Felix Pharmacy East Inc. and Felix Pharmacy West Inc., collectively, “Felix”) aims to provide persons of all abilities with the highest standards of inclusion, respect, and equal opportunity. This Policy outlines our efforts to meet the accessibility standards described within federal and provincial legislation, including but not limited to, the Accessibility for Ontarians with Disabilities Act (“AODA”), the Integrated Accessibility Standards Regulation (“IASR”), the Accessible British Columbia Act (“ABCA”), and provincial human rights codes (the “Codes”).

Application

The scope of the Policy covers the entirety of the Felix Platform, including websites, products and services. This Policy applies to all Felix employees, contractors, and visitors who are accountable in creating and maintaining an inclusive environment.

Employment

Felix provides equal opportunities to all individuals in recruitment, onboarding and throughout the employment relationship. Accommodations can be requested at any stage to support and empower the individual’s success. 

Recruitment

Felix is proud to offer accommodations to applicants with a disability during the recruitment process. When an accommodation request is made, we will consult the applicant and provide, or arrange for the provision of, a suitable accommodation up to the point of undue hardship. Available accommodations during the recruitment process may include:

  • Making job postings available in an alternative format
  • Providing alternative options for application submission
  • Any other reasonable accommodation plans that will better serve the requesting individual

Applicants can request accommodation during the recruitment process by contacting  [email protected], or the hiring manager directly . 

When an offer is presented, the successful applicant is notified of our employee accommodation policies, and how support can be requested. 

Onboarding and Employment

New hires will be made aware of existing accessibility and accommodation policies. All employees are notified when internal policies are added or updated. When an individual requests any form of accommodation, collaboration between the supervisor and employee will be ongoing to create and maintain the most effective support plans. To ensure there are equal growth opportunities throughout the organization, any accommodations an individual is receiving will be taken into account when assessing performance and determining career development opportunities. 

Customer Service

Felix strives to enact policies that are consistent with the principles of independence, dignity, and equality of opportunity for people with disabilities. Felix provides accessible customer service training to:

  • All employees and volunteers
  • Anyone involved in developing our policies
  • Anyone who provides goods, services, or facilities to customers on our behalf

Training includes:

  • The purpose of AODA and other applicable provincial accessibility laws in the context of providing accessible customer service
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device, or require the assistance of a service animal or support person
  • What to do if a person with a disability is having difficulty accessing Felix’s goods, services, or facilities, and
  • Felix’s policies, practices, and procedures relating to the IASR customer service standard

Training is completed during the onboarding process, as well as in regular intervals, or in the event of a policy update.

Information, Communication, and Feedback

Felix will provide or arrange for the provision of accessible formats and communication support for persons with disabilities upon request. In order to fulfill such requests, Felix will take into account the person’s accessibility needs to determine the suitability of an accessible format or communication support. Requests will be actioned in a timely manner and at no additional cost. 

Requests for accessible formats and communication support can be made by emailing [email protected].

Website and Mobile Application

Our public website is compliant with the World Wide Web Consortium’s (“W3C”) Web Content Accessibility Guidelines (“WCAG”) 2.0, Level AA. Users who encounter device incompatibility or any other difficulty accessing our services are encouraged to email [email protected].

Training

Felix provides training to 

  • All employees and volunteers
  • Anyone involved in developing policies, and
  • Anyone who provides goods, services, or facilities to customers on our behalf

Training includes:

  • The purpose of AODA and other provincial accessibility legislation,
  • The integrated accessibility standards of customer service, information and communication, and employment,
  • Information about different types of disabilities and how individual needs vary, 
  • How feedback and accommodation requests should be responded to, 
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person
  • Availability of assistive devices, communication support, and alternative formats of information
  • What to do if a person with a disability is having difficulty accessing Felix’s goods, services, or facilities, and 

Felix’s policies, practices, and procedures related to accessibility Training is completed during the onboarding process, as well as in regular intervals, or in the event of a policy update.

Compliance Reporting

In compliance with AODA, a compliance report was last completed in December 2023. Access to this report can be requested by contacting [email protected].

Monitor, Review, Modify

Felix will monitor, review, and modify this policy on an ongoing basis to ensure that it remains current, effective, and in compliance with applicable laws and regulations.

Contact Us

For more information about Felix’s accessibility program, available accommodations, or to provide feedback about this policy, please email [email protected].

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Multi-Year Accessibility Plan

Statement of Commitment

Felix is committed to growing our accessibility program to optimize our ability to serve persons of all abilities. Our goals over the next five years will be guided by the following principles:

  • Inclusion
  • Adaptability
  • Diversity
  • Collaboration
  • Self-determination
  • Universal design

Over the past year, we have implemented several additions to our accessibility program. Some highlights include:

  • The creation of the Felix Accessibility Committee to identify and assess current barriers and how these may be dismantled
  • An assessment and redesign of our public website to comply with the WCAG 2.0 Level AA 
  • The development of HR policies and procedures to address accessibility requests including return to work processes and individual emergency response plans
  • The creation of a feedback mechanism for questions, comments, and suggestions related to our accessibility program
  • The creation of protocols for providing alternative formats of information and communication
  • The development of Felix’s Accessibility Policy and multi-year plan 

Employment

We are committed to maintaining inclusive and accessible employment practices. We notify the public and employees that when requested, accommodations are available during the hiring, onboarding, and day-to-day work processes.

Planned Action:

  • Review and make necessary modifications to existing recruitment policies, procedures, and templates
  • If a selected applicant requests an accommodation, consult the applicant to arrange for suitable accommodation
  • Consider and address any feedback received on how our processes may be improved

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Compliance Goal Date: Ongoing

Status: Completed 

  • Updated notice of available accommodation in job posting
  • Created templates for hiring managers to use during the recruitment process and when selecting a successful applicant to inform individuals of accommodation availability
  • On a continual basis, accepting and addressing candidate feedback 

Customer Service

We are committed to expanding our ability to provide inclusive and accessible customer support.

Planned Action:

  • Explore alternative options for Users to contact our customer service team 
  • Implement technologies to support alternative methods of communication, maintaining our commitment to User privacy and security

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Compliance Goal Date: December 31, 2024

Status: Completed

  • Now accepting feedback and accommodation requests via telephone, at both Felix Health and Felix pharmacies

Information, Communication, and Feedback

We are committed to meeting the communication needs of people with disabilities, and will consult individuals who request support to determine the most appropriate form of accommodation.

Planned Action:

  • Seek alternative formats that may be used to accept feedback
  • Develop alternative formatting procedures for modifying complex documents to ensure medical records can be transmitted in an accessible and secure format
  • Implement inclusive branding and design practices to ensure our content reflects an accurate portrayal of all Users

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Compliance Goal Date: December 31, 2026

Status: In discovery

Website and Mobile Application

We plan to expand our accessible website and mobile application content to include all patient portal web pages. 

Planned Action:

  • Redesign the Felix extranet patient portal to enhance User experience, and meet WCAG 2.0 Level AA requirements

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Compliance Goal Date: October 31, 2024

Status: In progress

  • Patient portals can be navigated using a computer keyboard

Training

We will continue to provide employee training on accessibility, in accordance with provincial and federal legislation. 

Planned Action:

  • Create a plan for refresher training to advance education and awareness
  • Manage employee training records including delivery dates, when recertification and/or further professional development will be required, and the training source material
  • Provide resources and empower the completion of continuing education

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Compliance Goal Date: June 30, 2024

Status: Completed

  • Mandatory refresher training is now held annually
  • Training completion is automatically recorded using a third-party employee training tool

Compliance Reports

In compliance with AODA, Felix will complete accessibility reports by the following dates: 

  • December 31, 2023
  • December 31, 2026

The Felix Health Inc. AODA Accessibility Compliance Report is available here.

The Felix Pharmacy East Inc. AODA Accessibility Compliance Report is available here.

Contact Us

For more information about Felix’s accessibility program, available accommodations, or to provide feedback about our multi-year plan, please email [email protected].