“Assistive devices” shall mean an auxiliary aid such as communication aids, cognition aids, personal mobility aids and medical aids (i.e. canes, crutches, wheelchairs, or hearing aids).

“Employees” shall mean every person who deals with members of the public or other third parties on behalf of YNCU, whether the person does so as an employee, agent, volunteer or otherwise.

“Persons with Disabilities” shall mean those individuals who have a disability.  “Disability” as defined under the Ontario Human Rights Code is:

• 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;
• a condition of mental impairment or a developmental disability;
• a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
• a mental disorder, or;
• an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

“Service Animals” shall mean any animal individually trained to do work or perform tasks for the benefit of a person with a disability.

“Support persons” shall mean any person whether a paid professional, volunteer, family member, or friend who accompanies a person with a disability in order to help with communications, personal care or medical needs or with access to products or services.

We will communicate with people with disabilities in ways that take into account their disability. We will offer to communicate with Members by telephone, telephone relay, email, courier, mail and/or fax, provided the identity of the Member has been verified.

We will train employees who communicate with Members on how to interact and communicate with people with various types of disabilities.

We are committed to serving people with disabilities, who use assistive devices to obtain, use or benefit from our products and services. We will ensure that our employees are trained and familiar with various assistive devices that may be used by Members with disabilities while accessing our products or services.

We are committed to providing accessible financial documents to all of our Members. For this reason, financial documents will be provided, upon request, in the following formats: hard copy, Braille, by email, electronic format and by phone.

We will answer any questions Members may have about the content of statements or notifications in person, by telephone or email, provided the identity of the Member has been verified.

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all employees, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter YNCU's premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Where confidentiality is important because of the kinds of information discussed, YNCU must obtain the consent of the member and may require the support person to sign a confidentiality agreement.

YNCU will provide Members with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

The notice will be placed at all public entrances and service counters on our premises. In the case of an extended disruption notice will also be placed on the YNCU website.

YNCU will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approval of Member service policies, practices and procedures. Individuals in the following positions will be trained:

Member Service Representatives, Financial Service Representatives, Wealth Advisors, Managers, Board of Directors, Head Office, Administrative Employees, and Branch Employees

New employees will receive this training within the first 30 days after the employee commences their duties.

Training will include the following:

• The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard
• How to interact and communicate with people with various types of disabilities
• How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
• What to do if a person with a disability is having difficulty in accessing YNCU's products and services
• YCNU's policies, practices and procedures relating to the Customer Service Standard.

Applicable employees will be trained on policies, practices and procedures that affect the way products and services are provided to people with disabilities. Employees will also be notified when changes are made to these policies, practices and procedures.

YNCU encourages applications from all qualified candidates. YNCU has a great record for accommodating persons with disabilities.  Job Candidates are encouraged to contact the Human Resources Department if they need accommodation at any stage of the application process or want more information on our accommodation policies.

YNCU is committed to the success of all its employees.  If current employees require accommodation because of illness or disability, they are encouraged to contact Human Resources.

The ultimate goal of YNCU is to meet and surpass Member expectations while serving Members with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way YNCU provides products and services to people with disabilities can be made by email, speaking with a manager at any branch, by phone, by mail, through on-site suggestion boxes or by contacting us via our online form.

Toll Free: 1 (866) 635-6917

Mail: 

Access Feedback

38 Executive Place

Kitchener, ON

N2P 2N4

This policy exists to achieve service excellence to Members with disabilities. If anyone has a question about the policy, or if the purpose of the policy is not understood, an explanation should be provided by, or referred to the Human Resources Department.