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When It's Not Possible

Two women in an office going over a document

There might be instances when you are unable to convert the requested information or communication. For example, if:

  • The technology to convert the information is not readily available, or
  • The information may be lost in the conversion process and cannot be conveyed in a meaningful way, for example, the visual information in an x-ray or architectural blueprint.

Organizations will need to determine, in consultation with the person requesting the information or communications, if it is possible to provide it in an accessible format or with appropriate communication supports.

When it’s not possible to convert requested material, you need to provide the individual making the request with the following:

  • An explanation as to why the information or communications are unconvertible, and
  • A summary of the information or communications.

By providing these two things, you may be helping someone to obtain an understanding of the information they need.