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Tangerine Bank (“Tangerine”) is committed to meeting the accessibility needs of persons with disabilities in a timely manner through its obligations under applicable accessibility legislation, such as the Accessibility for Ontarians with Disabilities Act, the Accessible Canada Act and the Accessibility for Manitobans Act.
Tangerine will identify, prevent and remove barriers for people with disabilities. We will continue to consult with persons with disabilities in the review and update of our accessibility plans, progress reports, and accessibility initiatives.
Tangerine is committed to providing an inclusive workplace for our employees, and the best possible service for all our Clients, including people with disabilities. To us that means ensuring that employees and Clients with disabilities are respected for who they are, that employees can reach their full potential, and that clients can access Tangerine’s services in a manner that respects dignity and independence.
This Accessibility Policy sets out the policies and procedures Tangerine has put in place to become more accessible in a way that respects the dignity and independence of people with disabilities. Our policies are consistent with the principles of independence, dignity, integration, and equality of opportunity for people with disabilities. Tangerine engages with people with disabilities to inform the design, development, and continuous improvement of our products, services, and policies.
Tangerine maintains enterprise governance and accountability frameworks to support compliance with accessibility legislation and to drive ongoing improvements in accessibility across the organization.
At Tangerine, respect for human rights is fundamental to the way we do business and is part of our core values across all our business activities and operations. As a leading digital bank in Canada, we have chosen to adopt a Human Rights Statement at the highest level of our organization.
We strive to be respectful, inclusive, responsive, and exceed Client expectations wherever we operate. This includes supporting and reflecting the diverse communities and cultures we serve, ensuring our systems and processes are free of bias, and serving clients in a culturally sensitive and accessible manner. Through our products and services, we work to remove barriers and increase access to financial services, and to provide financial education, tools, and advice to help Clients make knowledgeable and responsible financial decisions.
Tangerine has developed an Accessibility Plan that outlines:
We will review and update the plan once every three years, or in conjunction with legislative or regulatory changes, to support continuous improvement in accessibility across our products, services, and operations
During recruitment, Tangerine, in partnership with our parent, The Bank of Nova Scotia, advises our employees and the public about the availability of accommodation including through job postings for applicants with disabilities. Tangerine notifies job applicants, when they are individually selected to participate further in an assessment or selection process, that accommodations are available upon request in relation to the materials or process to be used. If a selected applicant requests 
an accommodation, we consult with the applicant and provide suitable accommodation up to the point of undue hardship. When making offers of employment, we notify the successful applicant of our policies for accommodating employees with disabilities.
We notify our employees of Tangerine’s policies (and any updates to those policies) for supporting employees with disabilities. This includes our policies regarding the provision of job accommodations that take into account an employee’s accessibility needs due to a disability. We provide this information to new hires after they commence employment.
Where an employee with a disability requests it, we facilitate employees in acquiring accessible formats or communication support for information that is needed in order to perform the employee’s job, and information that is generally available in the workplace. We consult with the employee to determine the suitability of an accessible format or communication support.
We maintain a written process to document specific accommodation plans for employees with disabilities. If requested, information regarding accessible formats and communication supports is included and reflected in the accommodation plans. The accommodation plans include individualized workplace emergency response information (where required). It also identifies any other accommodations that we will provide.
As soon as practicable after we become aware of the need, Tangerine provides individualized workplace emergency response information to employees with disabilities where the disability is such that individualized information is necessary and Tangerine is aware of the need for accommodation. For those employees that require assistance, we designate a person to assist. In addition, with the employee’s consent, we provide the workplace emergency response information to this person.
Tangerine reviews an employee’s individualized workplace emergency response information, at minimum, whenever:
Tangerine takes into account the accessibility needs of employees and individual accommodation plans in our performance management and development processes, and career development/advancement processes. If requested, we will provide performance management and development information in an accessible format. The bank’s Global Performance Development Policy outlines our approach to performance management and development and recognizes individual accommodation plans. We view performance management and development as an ongoing engagement between employees and their supervisors to plan, develop, and assess work in support of business goals and employee development.
We maintain a documented return to work process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work. The return to work process outlines the steps that we will take to facilitate the return to work and includes documented individual accommodation plans. We note that this return to work process does not replace or override any other return to work process created by or under any other statute (for example, workers’ compensation legislation).
We ensure that training is provided on accessibility and human rights laws that relate to people with disabilities to all employees, including those who provide services to the public or other third parties who are involved in the development of client service policies, practices, and procedures.
Training is provided as part of the new hire orientation process and in a way that best suits the duties of the employees. The training is refreshed when there are changes to the policies or as otherwise required by applicable accessibility legislation. Training takes place as soon as is practicable, and records are maintained that include the dates when the training was provided, and the number of individuals to whom it was provided.
Our training includes:
We will provide training information in an accessible format. The information will outline the training content and specify when training is provided.
The bank incorporates accessibility criteria and features into procurement processes for goods, services, facilities, and technology, where practicable.
Tangerine Clients have access to Scotiabank’s Automatic Bank Machines. Scotiabank considers accessibility for people with disabilities when designing, procuring, or acquiring ABMs.
Clients with disabilities may use their personal assistive devices when accessing our services.
In the event of a planned or unexpected disruption in our services, we will provide information about:
Tangerine is committed to providing digital experiences that are accessible to the widest possible audience. We are committed to maintaining and improving accessible digital experiences that align with recognized accessibility standards, including the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG), and are usable with assistive technology.
We are committed to providing accessible spaces for people with disabilities. This is achieved by designing our spaces with accessibility in mind and complying with applicable legislation and building codes across Canada.
Tangerine is committed to providing accessible information and communication to its Clients. We recognize that persons with disabilities may use methods other than standard print to access information. We will communicate with individuals with disabilities in ways that account for their disability while remaining accommodating and respectful. Some methods that we offer include large print, accessible PDF, and braille.
We will provide these documents 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.
When it comes to meeting accessibility standards for our products and services, we’re always looking to improve. Whether we’re doing something you like, or if there’s something you think we can do better, we’d love to hear from you.
Tangerine allows people to submit feedback by mail, telephone, telephone relay, email, web form, survey, social media, online chat, and our formal complaints process. Learn more about the many ways you can submit feedback.
Feedback will be reviewed by our accessibility team, where we will consider appropriate actions and reasonable accommodations to improve our services and support ongoing accessibility enhancements.
If requested, we will provide accessible formats, and communication supports in the feedback process.
Tangerine will modify or remove any existing policies that do not respect and promote the dignity and independence of people with disabilities.
Tangerine notifies the public that this policy and any other documents related to accessible Client service, are available upon request. These documents will be provided in an accessible format or with a communication support and we will consult the individual making the request to determine the suitability of the format or communication support.
Last updated: October 2026
