Providing Goods and Services to People with Disabilities

Italian Canadian Savings & Credit Union, IC Savings, is committed to excellence in serving all customers including people with disabilities.

A. ASSISTIVE DEVICES

We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and services.

B. COMMUNICATION

We will communicate with people with disabilities in ways that take into account their disability.

C. SERVICE ANIMALS

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

D. SUPPORT PERSONS

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

E. NOTICE OF TEMPORARY DISRUPTION

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities IC Savings will notify customers promptly. A clearly posted notice, with information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available, will be placed at all applicable branch locations.

F. TRAINING FOR STAFF

IC Savings will provide training for employees, volunteers and others who deal with the public or other third parties on their behalf. This training will be provided to staff as part of their new hire onboarding orientation. Training will include:

• An Overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• IC Savings’ plans to provide accessible customer service
• How to interact 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 a support person
• How to use any equipment or devices available at IC Savings’ to assist with providing goods or services to people with disabilities  What to do if a person with a disability is having difficulty accessing IC Savings’ goods and services Staff will also be trained when changes are made to the plan.

G. FEEDBACK PROCESS

Members who wish to provide feedback on the way IC Savings provides goods and services to people with disabilities can do so verbally, or email hr@icsavings.ca . All feedback will be directed to Rosanna Gallippi, Executive Assistant to the President & CEO. Members can expect to hear back within 2 business days. Complaints will be addressed according to our organization’s regular complaint management procedures.

H. MODIFICATIONS TO THIS OR OTHER POLICIES

Any policy of IC Savings that does not respect and promote the dignity and independence of the people with disabilities will be modified and removed.