Accessibility Policy

1. Introduction Expand/Collapse

This Policy has been established by Italian Canadian Savings & Credit Union Limited (“IC Savings” or “Company”) to govern the provision of services under the Accessibility for Ontarians with Disabilities Act, 2005. 

The Policy is intended to address, at a minimum, the requirements of the Accessibility for Ontarians with Disabilities Act, 2005, and similar or related standards and regulations, and describes how the Company will comply with certain accessibility requirements. Also, the Policy is intended to address the requirements of the Accessibility Standards for Customer Service Regulation and Integrated Accessibility Standards Regulation (“Standards”).

These standards have been developed to break down the barriers and increase accessibility for persons with disabilities in the areas of Customer Service, Information and Communications, Employment, Transportation and Design of Public Spaces.

IC Savings is governed by this Policy in meeting the accessibility needs of persons with disabilities. The Policy applies to every person who deals with members of the public or other third parties on behalf of the Company and who develops policies, procedures or practices which relate to accessing the Company’s products or services.

This Policy and its procedures are meant to benefit a full range of individuals with disabilities. Whether a person’s disability is apparent or not, all individuals shall be treated with courtesy, made to feel welcome, and have their need for accommodation respected whenever interacting with the Company.

In this Policy, an individual with a disability includes a person with any degree of physical disability, infirmity, disfigurement, mental disorder, learning disability or condition of mental impairment or developmental disability. For the complete definition of disability, and other definitions, see Definitions section of the Policy.

2. Statement of Commitment Expand/Collapse

IC Savings is committed to providing customer service excellence and ensuring access to the Company’s products and services to all individuals, including people with disabilities. 

At IC Savings we believe in integration and equal opportunity.  We are committed to meeting the needs of persons with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibly for Ontarians with Disabilities Act, 2005.

IC Savings is committed to developing policies and procedures that respect and promote the dignity and independence of people with disabilities.  Therefore, no changes will be made to this Policy before considering the impact on people with disabilities. Any Company policy that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed.

3. Definitions Expand/Collapse

For the purpose of this Policy, the following terms have the meanings indicated:

“Disability” means:

(a)    Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,

(b)  A condition of mental impairment or a developmental disability,

(c) A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,

(d)  A mental disorder, or

(e) An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.


“Guide dog” means a dog trained as a guide for a person who is blind or visually impaired.

“Service animal” means, for a person with a disability, an animal if:

(a)    It is readily apparent that the animal is used by the person for reasons relating to his or her disability; or

(b)    The person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

“Support person” means, in relation to a person with a disability, another person who accompanies him/her in order to help with communication, mobility, personal care or medical needs or with access to products or services.

4. Accessibility Standards Expand/Collapse

Accessibility standards have been created as part of the Accessibility for Ontarians with Disabilities Act, 2005.  Accessibility Standards applicable to the businesses include:

a)    Customer Service Standard
b)    Information and Communications Standard
c)    Employment Standard
d)    Transportation Standard
e)    Design of Public Spaces Standard

4.1.    CUSTOMER SERVICE STANDARD

The Company will adhere to the following principles when establishing policies, practices and procedures in relation to enabling individuals with disabilities to have access to the Company’s products and services that are available to the members of the public or other third parties:

  • Products and services will be made available in a manner that respects the dignity and independence of individuals with disabilities;
  • People with disabilities may use assistive devices, guide/service animals and/or support persons in the access of products and services;
  • Products and services provided to individuals with disabilities will be integrated unless an alternative measure is necessary, whether temporarily or on a permanent basis, to enable an individual with a disability to access, use or benefit from a product or service;
  • The Company will seek to give individuals with disabilities an opportunity equal to that of others to obtain, use or benefit from the Company’s products and services.

a)    Assistive Devices

The Company will seek to allow for an individual to be able to use their own assistive devices to access the Company’s premises or its products and services, except where this may reasonably pose a security risk or a risk to the health or safety of the individual or others.

An assistive device is any device that is designed, made or adapted to assist an individual with a disability in carrying out activities.

b)    Support Persons

If a customer with a disability is accompanied by a support person, the Company will ensure that both people are allowed to enter the premises together and that the customer is not prevented from having access to the support person, provided the interaction between the person and their support person does not compromise the business functioning.

The Company may require a person with a disability to be accompanied by a support person when on the Company’s premises, but only if a support person is necessary to protect the security, health or safety of the person with a disability or the security, health or safety of others on the Company’s premises.

Given the nature of information that may be discussed in the presence of a support person accompanying or assisting an individual with a disability, the Company may require that the individual with a disability give his or her consent to the Company to discuss confidential information in the presence of the support person.

If an individual with a disability has concerns about discussing confidential information in the presence of the support person, he or she may ask the support person to leave during the discussion of the confidential information.

c)    Guide Dogs and Service Animals

An individual with a disability who is accompanied by a guide dog or a service animal will be permitted to enter premises owned or leased by the Company that are open to the public and will be allowed to keep the animal with him or her unless otherwise excluded by law.  “No pet” policies do not apply to guide dogs and service animals. 

d)    Communication

When communicating with an individual with a disability, the Company will do so in a manner that takes into account the individual’s disability.

e)    Notice of Service Disruption

The Company will, when possible, provide notice in the event of a disruption in the facilities or services owned or controlled by the Company that are usually used by individuals with disabilities. The Company’s landlord or facilities manager will take reasonable steps to report such disruption in a timely manner through appropriate information channels.

In the event of a temporary disruption, notification of the disruption will include the following information:

  • A description of the nature of the disruption;
  • Information about the reason for the disruption;
  • How long the disruption is expected to last; and
  • A description of alternate facilities or services which may be accessed in the interim.

A notice will be placed at public entrances and service counters on our premises, and on our website.

f)    Feedback and Concerns

Feedback, regarding a manner in which IC Savings provides goods and services to people with disabilities, may be made in person or by completing Feedback Accessibility Form at any of our branches, via online accessibility feedback, or contacting Corporate Services by e-mail, telephone, fax or letter:

Email: pr@icsavings.ca
Telephone: (416) 784-4007
Fax: (416) 784-9881
Address: IC Savings Corporate Services, 2900 Dufferin Street, Toronto, ON M6B 3S8

Feedback and complaints will be acknowledged within two business days of their receipt with commitment to investigate the matter. Complaints will be addressed according to the Company’s regular complaint management procedures. 

The Company will make best efforts to provide a response in the same format in which the feedback was received.

g)    Notice of Availability and Format of Documents

The Company shall notify customers that the documents related to Customer Service Standard are available upon request and in a format that takes into account the customer's disability. Notification will be provided by posting the information in a conspicuous place on the Company premises, posting the information on the Company’s website or any other reasonable method.

4.2.    INFORMATION AND COMMUNICATIONS STANDARD

IC Savings will create, provide, and receive information and communications in ways that are accessible for people with disabilities.

a)    Internal and External Feedback

IC Savings will continue to ensure that its process for receiving and responding to feedback from members of the public and the employees, is accessible to persons with disabilities, by providing, or arranging for the provision of, accessible formats and communications supports, upon request.

b)    Accessible Formats and Communication Supports

Upon request, IC Savings will provide, or will arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner that takes into account the person’s accessibility needs due to disability.

c)    Accessible Websites and Web Content

IC Savings will ensure that our Internet websites, including web content, conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA except where this is impracticable.

4.3.    EMPLOYMENT STANDARD

IC Savings will provide for accessibility across all stages of the employment life cycle to all paid employees including, but not limited to, paid apprenticeships/internships and seasonal employment.

a)    Recruitment

IC Savings will notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment process.

b)    Recruitment, Assessment or Selection Process

IC Savings will notify job applicants, when they are individually selected to participate further in an assessment or selection process that accommodations are available upon request in relation to the materials or processes to be used.

If a selected applicant requests an accommodation, IC Savings will consult with the applicant and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

c)    Notice to Successful Applicants

When making offers of employment, IC Savings will notify the successful applicant of its policies for accommodating employees with disabilities.

d)    Informing Employees of Supports

IC Savings will continue to inform its employees of its policies (and any updates to those policies) used to support employees with disabilities, including policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability. 

This information will be provided to new employees as soon as practicable after commencing employment.

e)    Accessible Formats and Communication Supports for Employees

Upon the request of an employee with a disability, IC Savings will consult with the employee to provide, or arrange for the provision of, accessible formats and communication supports for information that is needed to perform his/her job, and information that is generally available to other employees.

In determining the suitability of an accessible format or communication support, IC Savings will consult with the employee making the request.

f)    Workplace Emergency Response Information

IC Savings will provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary, and if IC Savings is aware of the need for accommodation due to the employee’s disability.

The Company will provide this information as soon as practicable after becoming aware of the need for accommodation.

Where the employee requires assistance, IC Savings will, with the consent of the employee, provide the workplace emergency response information to the person designated by IC Savings to provide assistance to the employee.

The Company will review the individualized workplace emergency response information when the employee moves to a different location in the organization, when the employee’s overall accommodations needs or plans are reviewed, and when the Company reviews its general emergency response policies.

g)    Documented Individual Accommodation Plans

IC Savings will maintain a written process for the development of documented individual accommodation plans for employees with disabilities.

If requested, information regarding accessible formats and communications supports provided will also be included in individual accommodation plans.

h)    Return to Work Process

IC Savings will maintain a documented return to work process for its employees who have been absent from work due to a disability and who require disability-related accommodations in order to return to work.

This return to work process will not replace or override any other return to work process created by or under any other statute (i.e. the Workplace Safety Insurance Act, 1997).

i)    Performance Management, Career Development & Advancement and Redeployment

IC Savings will take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when conducting performance management, providing career development and advancement to employees, or when redeploying employees.

4.4.    TRANSPORTATION STANDARD

This standard applies to transportation providers as well as municipalities, universities, colleges, hospitals and school boards to make their services and vehicles accessible to people with disabilities and as such doesn’t apply to IC Savings.

4.5.    DESIGN OF PUBLIC SPACES STANDARD

IC Savings will meet the Accessibility Standards for the Design of Public Spaces when building new or making major renovations/modifications to our existing public spaces features.  Public spaces include:

  • Outdoor paths of travel, like sidewalks, ramps, stairs, curb ramps, rest areas and accessible pedestrian signals;
  • Accessible off street parking;
  • Service-related elements like service counters, fixed queuing lines and waiting areas.

The Company will prepare procedures for preventive and emergency maintenance of the accessible elements in the public spaces noted above in our multi-year accessibility plan. 

In the event of a service disruption, we will notify the public of the service disruption and alternatives available.

5. Self-Service Kiosks Expand/Collapse

IC Savings will have consideration for accessibility when designing, procuring or acquiring our self-serve kiosks to better serve persons with disabilities.

6. Training Expand/Collapse

The Company will ensure that employees, volunteers, contractors, and/or any other individuals who interact with the members of the public or other third parties on behalf of the Company, or who participate in developing policies, practices or procedures governing the provision of products or services, receive training on the provision of the Company’s products and services to individuals with disabilities.

Training will be appropriate to the duties of employees, volunteers, and other persons.

a)    Training will include:

i.    A review of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Accessibly Standards for Customer Service and Integrated Accessibility Standards;
ii.    How to interact and communicate with people with various types of disabilities;
iii.    How to interact with people with disabilities who use an assistive device or require the assistance of a service animal, guide dog or a support person;
iv.    How to use assistive devices that may be available on the premises of the Company or are otherwise provided by the Company that may help with the provision of products or services to a person with a disability;
v.    What to do if a person with a disability is having difficulty accessing the Company’s products and services;
vi.    An overview of the Ontario Human Rights Code pertaining to people with disabilities;
vii.    Employees’ rights and responsibilities in the workplace.

b)    Training Schedule

The Company will train existing employees, volunteers, consultants and/or contractors as soon as practicable. Training will be provided to new employees, volunteers, consultants, and/or contractors who deal with the public on the Company’s behalf as part of their new hire onboarding orientation.  Ongoing training and/or re-training will be provided in the event of changes to legislation, and changes in the Company’s policies, procedures and/or practices.

c)    Record of Training

The Company will keep a record of training that includes the dates the training was provided and the names of all employees, volunteers, consultants and/or contractors who attended the training.

7. Accessibility Plan Expand/Collapse

IC Savings will develop, maintain and document an Accessibility Plan outlining the Company’s strategy to prevent and remove barriers from its workplace and to improve opportunities for persons with disabilities.

The Accessibility Plan will be reviewed and updated at least once every five (5) years, and will be posted on the Company’s website.  Upon request, IC Savings will provide a copy of the Accessibility Plan in an accessible format.

8. Policy Review Expand/Collapse

This Policy, and any subsequent recommended changes to this Policy, shall be reviewed and approved on an ongoing basis for appropriateness.  When amendments to the Policy come into effect, this Policy shall be distributed to all affected employees. 

 

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