Accessibility Plan

General information

As part of a continuous improvement approach, Med Express is implementing a second accessibility plan aimed at strengthening inclusion and ensuring equitable access to its services for all individuals, including those living with functional limitations.

This plan builds on previously undertaken actions and aims to address identified gaps while implementing new sustainable practices.

Progress reports on accessibility are published during the years between accessibility plan publications.

Commitment Statement

Med Express is committed to identifying, removing, and preventing accessibility barriers for persons with disabilities, in accordance with the Accessible Canada Act (ACA).

The organization recognizes accessibility as a fundamental right and is committed to providing inclusive, equitable, and respectful services for all its users and employees.

Scope of the Plan

This plan applies to all Med Express activities, including:

its branches
its customer service operations
its internal and external communications
its employment practices

OBJECTIVES RELATED TO ACCESSIBILITY

Assist individuals with disabilities, where applicable, in evacuating our offices during emergencies.
Review our recruitment and hiring practices, as well as job postings, to ensure they are free of barriers for persons with disabilities.
Review our application submission platform to ensure it is accessible.
Communicate the accessibility plan to all staff members.

GENERAL INFORMATION

To ensure inclusivity and accessibility, it is essential to understand the experiences of persons with disabilities, including how barriers affect them.

The Accessible Canada Act (ACA) defines a disability as any impairment that limits a person’s full and equal participation in society. A disability may be:

physical, mental, intellectual, cognitive, or sensory, or related to learning or communication
a functional limitation
permanent, temporary, or episodic
visible or invisible

A barrier is anything that hinders the full and equal participation of persons with disabilities in society. Barriers may be:

physical, architectural, technological, or behavioral
related to information or communications
the result of a policy or practice

The ACA outlines seven principles guiding efforts to identify, prevent, and remove barriers:

Every person must be treated with dignity.
Every person must have equal opportunity to thrive.
Every person has the right to full and equal participation in society.
Every person must have the ability to make decisions independently, with or without support.
Laws, policies, programs, services, and structures must consider the intersection of different types of barriers and discrimination.
Persons with disabilities must be involved in the development and design of laws, policies, programs, services, and structures.
Accessibility standards and regulations must aim for the highest level of accessibility.

We adhered to these principles in developing the 2026–2028 Accessibility Plan. No barriers have been identified to date, and we are committed to taking preventive measures to improve accessibility in priority areas identified in the ACA.

ABOUT THIS PLAN

During the development of this plan, these principles helped guide exploration of a key theme:

Understanding the lived experiences of staff members: surveys were conducted to identify existing barriers within Med Express.

This plan reflects collaborative efforts with management and key partners. Stakeholders at all levels contributed to defining sustainable and achievable measures that consider:

the diverse needs of staff members
available resources for planning and implementation
organizational priorities

Building on the Previous Plan

Our previous plan provided valuable insights and established a foundation for the next three years. Achievements include:

conducting staff surveys to ensure accessibility standards are met
reviewing the built environment across all locations
improving accessibility in recruitment processes
continuing efforts to support employees with disabilities

Progress Reports

As required by the ACA, we will:

publish an annual progress report
review and update the accessibility plan every three years

ELEMENTS COVERED UNDER SECTION 5 OF THE ACA

Employment

All aspects of employment must be accessible, including policies, practices, and both formal and informal processes affecting applicants and employees. This includes:

recruitment
onboarding and departures
engagement and retention
career development

Employees with disabilities report in engagement surveys that they are treated with the same respect as other staff members.

Built Environment

Med Express Inc. has offices in Québec City, Laval, and Trois-Rivières. Public access is limited. These offices include certain accessibility features, such as step-free entrances.

We plan to improve accessibility where required:

When needed, Med Express will implement accommodations based on employee needs.
When needed, Med Express will assess the addition of accessibility features in its facilities.

Information and Communication Technologies (ICT)

Med Express uses several technologies, including its website (www.medexpress.ca), social media platforms, and internal applications.

The public website includes accessibility features.

Communications (Other than ICT)

We produce various documents for hiring and subcontractor agreements, as well as internal documents related to federal laws and standards. We also respond to client tenders.

Where necessary, key public-facing documents will be made available in multiple formats.
The following measures were implemented following our first plan and will be maintained:
- Ensure visibility of contact information and website address
- Use clear language without acronyms
- Capitalize each word in hashtags

Procurement of Goods, Services, and Facilities

Accessibility considerations are not yet fully integrated into procurement practices. By the end of 2028, Med Express will define accessibility requirements for procurement.

These will:

define when and how accessibility must be considered
review templates to identify opportunities to integrate accessibility

Design and Delivery of Programs and Services

Interactions with clients are primarily conducted by phone or through the website. No accessibility barriers have been identified in this area.

Transportation

Med Express provides equipment to facilitate the transport of goods, such as pallet jacks and hand trucks.

Med Express does not provide passenger transportation services.

All vehicles are equipped with Bluetooth technology.

CONSULTATIONS

Med Express is committed to listening to and learning from persons with disabilities. It will consult them on all aspects of its accessibility plan.

Employees with disabilities were consulted for this version of the plan. Further consultations with clients and partners will be conducted as needed.

FEEDBACK PROCESS

Individuals may contact Med Express to provide feedback or request alternative formats of the plan.

Feedback can be submitted by email, phone, or mail using the contact details below. Anonymous feedback is also accepted.

Acknowledgment of receipt will be provided unless feedback is submitted anonymously.

Claudine Picard, Director of Human Resources
418-651-1868 ext. 121
rh@medexpress.ca

Accessibility Feedback
Med Express Inc.
6405 Rue Zéphirin-Paquet
Québec, QC G2C 0M2

Feedback will be used to assess needs, determine next steps, and implement appropriate measures. It will also inform progress reports and future accessibility plans.

Elements referred to in article 5 of the LCA

Job

Med Express Inc. has nearly a hundred employees. Some of them have office jobs and the other employees are messengers on the roads.

The objectives below will guide our efforts to be accessible to all of our employees, regardless of their disabilities.

By the end of 2025, Med Express Inc. will review its hiring practices to identify potential barriers. She will then plan to eliminate these obstacles.
By the end of 2025, Med Express Inc. will evaluate the accessibility of its job platform. It will then plan the elimination of the obstacles identified.

Built environment

Med Express Inc. has offices in Quebec, Laval and Trois-Rivières. Members of the public rarely have the opportunity to go there. These offices have some accessibility features, including a step-free entrance. We plan to improve the accessibility of our offices if necessary. The section below describes our objective in this regard.

If necessary, Med Express Inc. will make the required installations based on the disability of a member of its staff.
If necessary, Med Express Inc. will assess the need to add accessibility features to its premises.

Information and communications technologies

Med Express uses several distinct technologies: Our website (www.medexpress.ca), social media or the various applications reserved for our staff. Our public website has accessibility features. But it is always possible to improve it. The same goes for our social media posts. As for the technologies our employees use, we have not yet assessed their accessibility. The objectives below summarize our objectives in this area.

By June 2025, Med Express will evaluate the accessibility of its website and ask people with disabilities to test it. It will eliminate the obstacles highlighted by those consulted or otherwise discovered, among others by the following means.
- Optimization of character size and contrast
- Improved structure and layout
- Ease of navigation
By the end of 2025, Med Express will evaluate the accessibility of customer “Connections”. She will strive to eliminate as many obstacles as possible.

Communications, other than information and communications technologies

We draft various documents for hiring and agreements with subcontractors. We write and distribute, internally, several documents related to the laws and standards of federal jurisdiction. We also respond to calls for tenders from future clients.

If necessary, we will ensure that the main documents addressed to the public are available in different formats.
By June 2025, we will take the following steps to make our social media posts more accessible:

Ensure that our contact details and website address are clearly visible
Write our messages in clear language and without acronyms
Capitalize each word in a hashtag

Procurement of goods, services and facilities

We acquire products and services for the purposes of our business. Currently, we are only concerned with the accessibility of a certain number of products and services since only two employees have a slight hearing disability. No employee has a physical disability or reduced mobility.

By the end of 2025, SADC will establish accessibility rules applicable to its procurement practices. These rules will be used, among other things:

to define when and how accessibility should be taken into account
to review the models, with the aim of identifying situations where accessibility could or should be taken into account

By the end of 2024, verify the possibility that the telephone system can connect directly with a hearing aid
Evaluate the possibility of earplugs being accessible to warehouse staff

Design and delivery of programs and services

Relations between Med Express Inc. and our customers are most often by telephone or our website. We did not identify any accessibility barriers specific to this element.

Transport

Med Express Inc. has equipment that makes it easier for its couriers to move packages and various goods, such as manual and electric pallet trucks in cube trucks and hand trucks in cars.

Med Express Inc. does not offer any passenger transportation services.

All Med Express Inc. vehicles are equipped with Bluetooth technology.

Consultations

Med Express Inc. wants to listen to people with disabilities and learn from them. This is why it intends to consult these people on all aspects of its accessibility plan.

To draft this version of the plan, we consulted with employees with disabilities and former employees with disabilities. We plan to continue consultation with some of our clients and other partners if the need arises.

feedback process

Individuals who wish to do so may contact Med Express to provide feedback and request to view the feedback plan or process in an alternative format.

You can send your comments by email, telephone or post using the contact details below. You can also send your comments anonymously. We will acknowledge receipt of your comments in the same manner as you sent them to us, unless they were provided anonymously.

Claudine Picard, Director of Human Resources
418 651-1868 p. 121
rh@medexpress.ca

Accessibility Feedback
Med Express Inc.

6405 Rue Zéphirin-Paquet
Quebec (Quebec) G2C 0M2

We will use the feedback we receive to assess the need, determine next steps, and implement required measures where appropriate. This feedback will be used to prepare our progress report and our next accessibility plan.