The Accessibility for Ontarians with Disabilities Act, 2005 (AODA), sets a goal of an accessible Ontario by 2025.  Ontario has introduced new Accessibility Standards for Customer Service (The Standard), the first accessibility standard created under the authority of the AODA. PCU is committed to providing services in a manner that respects the dignity and independence of persons with disabilities.

Providing Goods, Services or Facilities to People with Disabilities

PCU is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

PCU is committed to complying with both the Ontario Human Rights Code and the AODA.

PCU is committed to excellence in serving all customers including people with disabilities.

Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

Assistive devices

PCU is an inclusive environment people with disabilities may use their personal assistive devices when accessing our goods, services or facilities.

In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.

We will ensure that our staff are trained annually and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities.

Annually every team member of PCU goes through Accessibility for Ontarians with Disabilities Act training. The training consists of an online course and examination.

Communication

We will communicate with people with disabilities in ways that take into account their disability. This may include the following:

• Signs
• Brochures / menus / programs
• Website, online banking, bank statements, video tutorials, and social media
• Advertisements
• Text: via live chat or email
• Verbal: phone/ contact center, access to branch managers and mobile representatives.

We will work with the person with a disability to determine what method of communication works for them.

Service Animals

PCU welcomes people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public. On all main entrances of all PCU locations we notify the public that service animals are welcome with “service animals welcome” signs.

When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

A regulated health professional is defined as a member of one of the following colleges:

• College of Audiologists and Speech-Language Pathologists of Ontario
• College of Chiropractors of Ontario
• College of Nurses of Ontario
• College of Occupational Therapists of Ontario
• College of Optometrists of Ontario
• College of Physicians and Surgeons of Ontario
• College of Physiotherapists of Ontario
• College of Psychologists of Ontario
• College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:

• explain why the animal is excluded
• discuss with the customer another way of providing goods, services or facilities

Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

In certain cases, PCU might require a person with a disability to be accompanied by a support person for the health or safety reasons of:

• the person with a disability
• others on the premises

Before making a decision, PCU will:

• consult with the person with a disability to understand their needs
• consider health or safety reasons based on available evidence
• determine if there is no other reasonable way to protect the health or safety of the person or others on the premises

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities PCU will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

The notice will be made publicly available in the following ways:

• Website: main page “service disruptions ” tile
• Social Media: Facebook, Instagram & LinkedIn
• Phone: voicemail of the location, Contact Center representatives will be notified and Administrative Office reception will be notified of any service disruptions
• Posted Notice/ signs: a disruption notice will be posted on the entrance of the Branch or Office

Training

PCU will provide accessible customer service training to:

• all employees and volunteers
• anyone involved in developing our policies
• anyone who provides goods, services or facilities to customers on our behalf.

Staff will be trained on accessible customer service within 3 months after being hired and complete the AODA training on an annual basis. Training is provided through an online course with a comprehensive examination.

Training modules include:

• purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• PCU’s policies related to 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
• how to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities.
• what to do if a person with a disability is having difficulty in accessing PACE Credit Union’s goods, services or facilities

Staff will also be trained when changes are made to our accessible customer service policies.

Feedback Process

PCU welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

Customers will be notified of how to provide feedback in the following ways:

• Website: comments to quality assurance officer or comments to CEO
• Via phone: Contact Center or Human Resources Department
• In Person: Branch Manager
• Email: Human Resources Department

Customers who wish to provide feedback on the ways PCU provides goods, services or facilities to people with disabilities can provide feedback in the following way(s):

• Website: comments to quality assurance officer & comments to CEO
• Via phone: Contact Center or Human Resources Department
• In Person: Branch Manager
• Email: Human Resources Department

All feedback, including complaints, will be handled by the Quality Assurance Officer. Customers can expect a response within 24 hours.

PCU will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

Notice of Availability of Documents

PCU will notify the public that documents related to accessible customer service, are available upon request by posting a notice in the following location(s)/way(s):

Website: pacecu.ca
The PCU website features an AODA accessibilities policy tab. The policies listed above are posted and updated according to legislative changes. The AODA tab also features a hyperlink to the PACE Accessibility Statement.

Employee Handbook:
The policy set out above will be included in the PCU employee handbook which is reviewed annually by all employees.

PCU will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

View PCU’s Policies & Procedures for AODA (Accessibility Ontarians with Disabilities).