FaithLife Financial is committed to providing quality services that are accessible to persons with disabilities, in a manner that respects dignity and independence.
FaithLife Financial’s goods (i.e. “financial products) and services and access to facilities are provided to persons with disabilities governed under theAccessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).
1. Providing goods and services and access to facilities to people with disabilities.
FaithLife Financial will make reasonable efforts to:
- Provide its financial products and services and access to facilities in a way that respects the dignity and independence of persons with disabilities.
- Give persons with disabilities the same opportunity to access our goods, services and facilities and allow them to benefit from the same services, in the same place and in a similar way as other persons.
- Communicate in a manner that takes into account the person’s disability.
The above does not preclude or restrict FaithLife Financial from applying its underwriting criteria and requiring a person with a disability to provide evidence of insurability satisfactory to FaithLife Financial.
2. Assistive devices
Persons with disabilities own assistive device(s):
A person with a disability may provide their own assistive device for the purpose of obtaining, using and benefiting from FaithLife Financial products and services unless otherwise prohibited by law (i.e. health and safety reasons). In such situations FaithLife Financial may offer a person with a disability other reasonable measures to assist him or her in obtaining, using and benefiting from FaithLife Financial’s financial products and services, where FaithLife Financial has such other measures available.
Assistive devices provided by FaithLife Financial:
Where applicable, assistive devices owned and operated by FaithLife Financial (e.g. elevator) will be available to assist with serving the needs and requirements of a person with a disability while utilizing the goods, services and facilities offered by FaithLife Financial.
3. Use of service animals
FaithLife Financial is committed to welcoming persons with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public. If a guide dog or other service animal accompanies a visiting person with a disability, FaithLife Financial shall ensure that the person is permitted to enter the premises with the animal and keep the animal with him or her.
Exceptions to the rule:
Service animals will not be permitted:
i) Where food preparation is being undertaken;
ii) As otherwise prohibited by law.
If a service animal is excluded by law, FaithLife Financial will ensure that alternate means are available to enable the person with a disability to obtain, use or benefit from FaithLife Financial’s financial products and services.
Care and control of the animal
A person with a disability who is accompanied by a service animal must maintain care and control of the animal at all times.
If other persons on the premises have a severe allergy to animals, which could result in health and safety concerns, FaithLife Financial shall make reasonable efforts to meet the needs of all individuals.
4. Use of support persons
FaithLife Financial is committed to welcoming people with disabilities who are accompanied by a support person. If a support person accompanies a person with a disability, FaithLife Financial shall ensure that both persons are entitled to enter the premises together and that the person with a disability is not prevented from having access to the support person while on the premises.
When a support person may be required
FaithLife Financial may require a person with a disability to be accompanied by a support person when on the premises, but only if a support person is necessary to protect the health or safety of the person with a disability or the health and safety of others on the premises.
Fees and admission
There will be no fee required for the support person to attend FaithLife Financial premises or in connection with a support person’s presence at the premises.
5. Training for staff
FaithLife Financial will provide training to all employees and volunteers who deal with the public or other third parties on their behalf; all other persons who provide goods, services or facilities on behalf of the organization; and all those who are involved in the development and approvals of customer service policies.
Content of training
All training, regardless of format, will include:
i) Review of the purposes of the AODA and requirements of the customer service standard;
ii) Instruction on how to interact and communicate with people with various types of disabilities;
iii) Instruction on how to interact with people with disabilities who use assistive devices or require the assistance of a guide dog, other service animal or a support person;
iv) Instruction on how to use equipment or devices available at FaithLife Financial premises or that are provided otherwise, that may help people with disabilities access FaithLife Financial products and services and access to facilities; and
v) Instruction on what to do if a person with a disability is having difficulty accessing FaithLife Financial products or services.
When training will be conducted
The training will be provided to each person as soon as practicable after he or she is assigned the applicable duties. Training will also be provided on an ongoing basis in connection with changes to the policies, practices and procedures governing the provision of goods or services to persons with disabilities.
6. Notice of temporary disruption
Temporary disruptions in FaithLife Financial’s services and facilities may occur due to reasons that may or may not be within FaithLife Financial’s control or knowledge. FaithLife Financial will make reasonable efforts to provide prior notice of planned disruptions if possible, recognizing that in some circumstances such as in the situation of unplanned temporary disruptions, advance notice will not be possible.
Information to be included in notice
FaithLife Financial will make reasonable efforts to provide notice of the disruption to the public, including:
i) information about the reason for the disruption;
ii) its anticipated duration; and
iii) a description of alternative facilities or services, if any, that may be available.
Manner of notification
When temporary disruptions occur to FaithLife Financial’s services or facilities, FaithLife Financial will provide notice by:
i) posting the information in visible places, or
ii) on FaithLife Financial’s website, or
iii) by any other method that may be reasonable under the circumstances as soon as reasonably possible.
7. Feedback Process on the Accessibility Provision of Goods, Services or Facilities
Feedback regarding the way FaithLife Financial provides products, services and access to facilities to people with disabilities can be made by a person with a disability in the manner deemed most convenient to them, such as in person, by telephone, in writing or by delivering an electronic text by email or otherwise.
A complaint pertaining to matters here noted shall be handled in accordance with the procedures set out in FaithLife Financial’s Complaint Handling Policy.
8. Notice of availability and format of documents
FaithLife Financial shall notify persons with disabilities to whom it provides goods, services or facilities that the required documents are available upon request and in a format that take into account the person’s disability. This notice may be given by posting the information at a conspicuous place owned and operated by FaithLife Financial, the corporate website or any other reasonable method.
Questions about this information should be directed to the Designated Staff.
Complaints should be directed to:
300-470 Weber Street North
Waterloo, ON N2L 6J2
Multi-Year Accessibility Plan
FaithLife Financial fully supports the standards of the Accessibility for Ontarians with Disability Act (AODA) and has developed plans to implement them in our organization. Our Multi-Year Accessibility Plan outlines what we will do to remove and prevent accessibility barriers in our organization for customers and/or employees.