Accessibility Program – Integrated Standards for Accessibility & Multi-Year Plan
Accessibility at CI – Accessible Customer Service Plan
Background
We are a company that believes in creating an environment that is accessible for all employees, advisors, vendors, and contractors in their interactions with clients, the public, and other third parties. The Accessible Customer Service Plan is applicable to CI Financial and its affiliates (“CI”).
All of CI’s employees, advisors, and contractors must take individual needs into account when providing services to clients and/or interacting with the public. All such, personnel must ensure that all persons receive the same value and quality of service regardless of any disabilities. This may involve making accommodations for a person who uses an assistive device, service animal, or support person, and in some cases, it may mean services are provided from an alternate more accessible location.
Outlined below are the key elements of CI’s Accessible Customer Service Plan.
Providing Goods and Service to People with Disabilities
CI is committed to excellence in serving all customers including people with disabilities.
Assistive devices
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by CI. We will ensure that our teams are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
Communication
We will communicate with persons with disabilities in ways that take into account their disability. We will train staff who communicate with clients and/or customers on how to interact and communicate with people with various disabilities.
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.
Support Persons
CI will ensure that both persons are allowed to enter the premises together and that the client is not prevented from having access to the support person. In situations where confidential information might be discussed, consent will be obtained from the client, prior to any conversation where confidential information might be discussed with or in the presence of the support person.
Notice of temporary disruption
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of CI.
In the event of a temporary disruption to services, clients will be provided with notice of the disruption. The notice will be in an obvious location and will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if available
Training
All employees will receive accessible customer service training appropriate to their roles, including training on any relevant legislation. This training will cover the following topics, as applicable:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and the requirements of the customer service standards set out in the AODA regulation as well as other applicable provincial legislation (e.g. The Accessibility for Manitobans Act)
- The Accessible Customer Service Standard
- How to interact and communicate with clients with various types of disabilities
Feedback Process
We welcome your feedback on our Accessibility Plan, feedback process, and any other comments you may have about the accessibility of our products and services.
Customers who wish to provide feedback can:
- By accessing and completing the Accessibility Customer Feedback form
- In person (please visit the reception desk at the location)
- By telephone/TTY by calling the Customer Service Centre at 1-800-792-9355
- In writing, by email or, by other communication technology as required
Customers or service users with disabilities who wish to provide feedback or receive a response using a different method than those currently offered may request an alternative. CI will work with the individual to find a suitable format that meets their needs. To request accessible formats or communication supports, please use the contact information provided above.
All clients who provide feedback will receive a response within 1–2 business days.
Access to documentation
CI will notify customers that documents related to the Customer Service Accessibility Standard are available upon request and can be provided in a format that considers their disability.
Maintenance & Administration
If you have any questions or concerns about this policy or its related procedures, please contact: service@ci.com
This policy will be reviewed annually and updated as needed to maintain compliance with legislation and best practices.
