Kawartha Credit Union is committed to meeting our members’ accessibility requirements. The following outlines our policy, practices and procedures for providing products and services to our members with disabilities. Kawartha complies with the Accessible Customer Service Standard under the Accessibility for Ontarians with Disabilities Act (AODA). For more information on the standard, visit ontario.ca/AccessON.

Providing Products and Services to Members with Disabilities

Kawartha Credit Union provides all members with safe and accessible banking in a helpful and respectful manner.

Training

We ensure that our employees are familiar with AODA requirements and are trained to support members with disabilities with various assistive devices that they may need to access our products, services and facilities. Employees are trained to communicate compassionately, respectfully and effectively with people with various types of disabilities.

Training will include the following:

• The purpose of the Accessibility for Ontarians with Disabilities Act, 2005
• The requirements of the Accessibility Standards for Customer Service
• The requirements of the Integrated Accessibility Standards
• How to communicate effectively with people with different types of disabilities
• How to interact effectively with people with disabilities using assistive devices
• How to interact with people using service animals or support persons
• What to do if people with disabilities have difficulty accessing products and services
• Kawartha Credit Union's policies, procedures and practices for providing accessible products and services to people with disabilities
• What to do if planned or unplanned service disruptions impact the ability of people with disabilities to access products and services
• How people can provide Kawartha Credit Union with feedback on its accessibility policies, procedures and practices
• the Integrated Accessibility Standards Regulation (IASR) was enacted. The IASR introduced the five accessibility standards with are now law.
• Kawartha’s multi-year accessibility plan which is updated every five years.

Communication

We communicate with people with disabilities in ways that address their specific needs.

Website

Kawartha’s public website and web content meets the World Wide Web Consortium Web Content Accessibility Guidelines ("WCAG") 2.0. making it accessible to computer users with disabilities.

Telephone Services

Fully accessible telephone service is provided to our members. Our employees are trained to communicate clearly and slowly over the telephone in plain language. We communicate with members by e-mail, relay services, or any other means necessary if telephone communication is not suitable or available.

Statements

Kawartha provides accessible statements to all of our members and makes them available in alternate formats upon request. Member questions about their statements will be addressed in person, by telephone or e-mail.

Notice of Temporary Service Disruption

In the event of a planned or unexpected disruption to services or facilities, Kawartha Credit Union will notify members promptly and provide information about the nature of the disruption, the anticipated duration, and a description of alternative facilities or services, if available. Notices will be posted in visible areas on our website and social media, or at the impacted location.

Support Persons and Service Animals

Kawartha welcomes people with disabilities who are accompanied by a support person and/or service animal. All employees are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

Questions, complaints or requests for information should be directed to Crystal Dayman, Complaints Officer:

Mail:
14 Hunter Street East
P.O. Box 116
Peterborough, Ontario K9J 6Y5

Email: cdayman@kawarthacu.com

Phone:
Office: 705-743-9966, extension 7252
Cell: 705-931-1101
Toll free: 1-888-743-9966, extension 7252

Fax: 705-743-9889