Accessibility

Accessibility Commitment Statement

We believe that all Canadians deserve access to financial services, and we’re committed to providing accessible services that meet the needs of our Clients. We strive to continually eliminate barriers and improve our offering to Clients, employees and the public in order to deliver equally empowering experiences to all, regardless of their accessibility needs.

We’re committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equitable opportunity and are committed to meeting the needs of people with disabilities by preventing and removing barriers to accessibility and meeting accessibility requirements. We’re continually striving to improve the accessibility of our products and services, and welcome any questions or feedback you might have.

Website Accessibility

We’re working to enhance our website design so that it’s accessible to the widest possible audience, providing equal access to information, navigation and functionality. We’re actively working towards achieving an accessible website that will conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 and is usable with assistive technology.

Our Accessibility Policy

We’ve adopted the standards of the Accessibility of Ontarian’s with Disabilities Act (AODA), and have developed plans for implementing these standards across the offices and business lines operating in Canada. Our Accessibility Policy outlines what we’ll continue to do to remove and prevent accessibility barriers in our organization for both Clients and employees. You can read our Accessibility Policy here.

Accessibility Services

In order to accommodate the needs of our Clients, these are the services we offer and continually strive to enhance:

  • Large print and accessible electronic format documentation (PDF)

    These are available to Clients upon request by calling our dedicated phone line below.

  • Chip & Signature Credit Cards

    Instead of the standard Chip & PIN Cards, these are available to Clients upon request by calling our dedicated phone line below. Please note: Chip & Signature is currently offered on Credit Cards only.

  • Secure Online Chat Channel

    This provides a communication option for our Clients who are deaf, deafened, hard of hearing or who have speech disabilities.

  • Message Relay Calls

    Message relay services (MRS) enable people with hearing or speech impairments to make and receive phone calls by text through the help of a relay operator. (Further information from the CRTC about MRS is available here.) We accept MRS calls through our dedicated phone line below.

Clients who have Power of Attorney assigned to a third party can make the necessary arrangements with us in order to accommodate banking requests handled through the individual holding Power of Attorney.

Contact Info

Phone

(for accessibility inquiries only)

9:00 am – 9:00 pm ET, 7 days a week

Service in English

1‑888‑728‑2603

Secure Online Chat

8:00 am – 8:00 pm ET on weekdays

9:00 am – 5:00 pm ET on weekends

We Welcome Your Feedback on Accessibility

We’re always looking for ways we can improve our Client experience. If you have feedback to share with us, please feel free to contact us in any of the ways outlined above.