There might be instances when you are unable to convert the requested information or communication. For example, if:
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:
By providing these two things, you may be helping someone to obtain an understanding of the information they need.