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Tangerine’s Accessibility Policy


Statement of Commitment

Tangerine is committed to meeting the objectives and requirements outlined in the Accessibility for Ontarians with Disabilities Act, and to meeting the accessibility needs of persons with disabilities in a timely manner, through the implementation of the requirements of the Act and its applicable regulations. Tangerine will identify, prevent, and remove barriers for people with disabilities.

Tangerine is committed to providing an inclusive workplace for our employees, and the best possible service to all of our Clients, including people with disabilities. To us that means ensuring that Clients and employees 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.

Recruiting and Hiring

During recruitment, Tangerine, in partnership with our parent, Scotiabank, advises our employees and the public about the availability of accommodation 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 provides 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.

Informing Employees of Supports

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 disabilities. We will provide this information to new hires after they commence employment.

Accessible Formats and Communication Supports for Employees

Where an employee with a disability requests it, we facilitate their acquisition of formats or communication supports 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 in determining the suitability of an accessible format or communication support.

Individual Accommodation Plans

We maintain a written process to document specific accommodation plans for employees with disabilities. If requested, information regarding accessible formats and communications supports is included and reflect this in the accommodation plans. The accommodation plans include individualized workplace emergency response information (where required). They also identify any other accommodations provided.

Individualized Emergency Response Plans

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 who require assistance, we designate a person to assist. In addition, with the employee’s consent, Scotiabank and Tangerine provide the workplace emergency response information to this person.

Tangerine reviews an employee’s individualized workplace emergency response information, at minimum, whenever:

  • the employee moves to a different location within the organization
  • the employee’s overall accommodation needs or plans are reviewed; or
  • when we review our general emergency response policies.

Performance and Career Development

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. Our Global Performance Development1 Policy outlines our rigorous 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.

Return to Work

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.)

Service Animals and Support Persons

We welcome people with disabilities and their support persons or service animals. Any person with a disability accompanied by a support person or a service animal will be allowed to access Tangerine premises.

If there is a health and safety concern where service or guide animals are not permitted, we will consult with the person to understand their needs and we will work to determine other reasonable ways to protect their health and/or safety while on premises.

When health and safety are a factor, Tangerine may require a support person to accompany a person with a disability. This will occur after we have consulted with the individual and determined that this is the most suitable accommodation to ensure that we uphold health and safety standards.

Fees are not normally charged, and therefore no fees will be charged for accompanying support persons.


We ensure that training is provided to all employees on accessibility and human rights laws that relate to people with disabilities, including employees who provide services to the public or other third parties involved in the development of customer 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. Training takes place as soon as is practicable and records are maintained, including the dates when the training was provided, and the number of individuals to whom it was provided.

Our training includes:

  • The purpose of the Accessibility for Ontarians with Disabilities Act, and the requirements of the Customer Service Standards
  • Our policies related to the Customer Service Standards
  • 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 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 accessing our goods, services, or facilities.

We will provide training information in an accessible format. The information will outline the training content and specify when training is provided.

Assistive Devices

Clients with disabilities may use their personal assistive devices when accessing our services.

Service Disruptions

In the event of a planned or unexpected disruption in services, we will provide information about:

  • the reason for the disruption,
  • how long it is expected to last,
  • and any other available services (where applicable).

Accessible Spaces

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.

Accessible Digital Experiences

Tangerine is committed to providing a website that is accessible to the widest possible audience. We are working towards achieving website conformity with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 and usability with assistive technology.

Accessible Formats & Communication Supports

Tangerine is committed to providing accessible information and communication to our Clients. We recognize that persons with disabilities may use methods other than standard print to access information. Tangerine will communicate with individuals with disabilities in ways that account for their disability while remaining accommodating and respectful. Some methods that Tangerine offers include large print, accessible PDFs, 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.

Feedback – Ways to Connect

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 for people to submit feedback by mail, telephone, telephone relay, email, web form, survey, social media, and our formal complaints process. Learn more about the many ways you can submit feedback.

Your feedback will be reviewed by our accessibility team, where we will consider possible action and reasonable accommodations that can be taken to improve our services. If requested, we will provide accessible formats and communication supports in the feedback process.

Changes to Existing Policies

Tangerine will modify or remove any existing policies that do not respect and promote the dignity and independence of people with disabilities.

Notice of Availability of Documents

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 will consult the individual making the request to determine the suitability of the format or communication support.


1Performance Management