Accessibility standards have been created as part of the Accessibility for Ontarians with Disabilities Act, 2005. Accessibility Standards applicable to the businesses include:
- Customer Service Standard
- Information and Communications Standard
- Employment Standard
- Transportation Standard
- 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.
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:
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.
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.