Accessibility Program – Customer Service Policy
Commitment
At CI Financial and its affiliates (“CI”), we are committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a manner that respects their dignity and supports their independence.
We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under applicable legislation such as the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and The Accessibility for Manitobans Act, 2013 (“AMA”).
Scope
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 Customer Service Policy applies to employees across the organization in Canada and who may serve, support, or interact with clients who have disabilities.
The Provision of Goods and Services to Persons with Disabilities
At CI, we are committed to making every reasonable effort in serving our diverse client base, including persons with disabilities, and we carry out our services, functions and responsibilities in the following areas:
Communication: We will communicate with persons with disabilities in ways that take into account their disability. We will consult with the person making the request in determining the suitability of an accessible format or communication support. We will also meet or exceed internationally recognized Web Content Accessibility Guidelines (“WCAG”) 2.0 Level AA.
Telephone Services: We are committed to a fully accessible telephone service to our clients. We will train staff to communicate with customers over the phone in clear language, to speak clearly and slowly. We will offer to communicate with clients by alternate means (e.g., email, etc.) if phone communication is not suitable to their communication needs or is not available.
Assistive Devices: We are committed to servicing persons with disabilities who use assistive devices. Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by CI.
Written Materials: We will work with persons with disabilities to provide written materials in a form that is accessible to them.
Service Animals: We welcome clients with disabilities and their service animals when accessing our services or facilities.
Support Persons: Clients with disabilities can be accompanied by a support person when accessing our services or facilities.
Notice of temporary disruption: In the event of a planned or unexpected disruption to services or facilities for clients with disabilities, CI will notify clients promptly. The notice will be in a conspicuous 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: CI provides accessible customer service training to employees upon hiring and on an ongoing basis when there are significant updates to this Policy, as required by applicable legislation. This training includes:
- An overview of the purpose of relevant accessibility legislation, including the Accessibility for Ontarians with Disabilities Act (AODA) and the Accessibility for Manitobans Act (AMA).
- A review of the requirements outlined in the applicable regulations.
- Guidance on how to interact and communicate with individuals with various types of disabilities.
- Instructions on how to assist individuals who:
- use assistive devices;
- are accompanied by a guide dog, service dog, or other service animal; or
- are supported by a support person.
- Procedures to follow if a person with a disability is experiencing difficulty accessing CI’s services.
- An overview of CI’s policies, procedures, and practices related to providing accessible customer service.
CI requires that volunteers, contractors and other relevant persons who provide goods, services, or facilities on the company’s behalf receive accessible customer service training, as required by legislation.
Feedback Process
At CI and its affiliates, we welcome feedback regarding our accessibility program and how we provide customer service. Feedback can be provided by:
- In person (please visit the reception desk at one of our locations)
- By telephone/TTY - 1-800-792-9355
- In writing
- By email at – service@ci.com
- Completing the Accessibility – Customer Service Feedback form
- By other communication technology as required
Customers or service users with disabilities who prefer to give feedback or receive a response using a different method than those offered may request an alternative.
CI will take reasonable steps to ensure that all formal feedback is acknowledged and that customers are informed of any actions taken in response to their concerns or complaints. All customers who provide feedback will receive a reply.
At CI and its affiliates, clients with disabilities are encouraged to share their feedback on the accessibility of services provided.
Notice of Availability and Format of Documents
CI will inform customers that documents related to the Accessibility Standard for Customer Service are available upon request and can be provided in a format that accommodates their disability. This notification will be provided on CI’s website and/or through other reasonable means.
Administration
If you have any questions or concerns about this policy or its related procedures, please contact:
Manisha Burman
Senior Vice President, Human Resources
15 York Street
Toronto, ON M5J 0A3
416-681-6548
Or
This policy and its related procedures will be reviewed as required in the event of legislative changes.
