Accessibility for Ontarians with Disabilities Act (AODA)

Our Commitment

Rapport Credit Union is committed to providing its products and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way, as other members.
Click here for our AODA Brochure

Training

Rapport Credit Union will provide training to all employees. New staff will undertake training as part of their orientation.
Training will include:

• The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• How to interact and communicate with people with various types of disabilities
• How to interact with people who use an assistive device or require the assistance of a service animal or a support person
• How to use the equipment or devices, e.g. TTY, wheelchair lifts, etc., available on the premises or otherwise that may help with the provision of goods or services to people with disabilities
• What to do if a person with a disability is having difficulty in accessing Rapport’s goods and services

Rapport policies, practices and procedures relating to the customer service standard. Employees will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities.

Communication

Employees will communicate with people with disabilities in ways that take into account their disability. Employees will be trained on how to interact and communicate with people with various types of disabilities.

Our employees will be trained to communicate with members over the telephone and in person in clear and plain language and to speak clearly and slowly. We will offer to communicate with members by email, or any other means necessary.

Assistive Devices

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods and services. Employees will receive training so they may be familiar with various assistive devices that may be used by Members with disabilities while accessing our goods or services on our premises.

Service Animals and Support Persons

We will permit people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. All employees, volunteers, and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal. We will welcome people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Rapport’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Notice of Temporary Disruption

Rapport will provide Members with as much notice as possible in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at all public entrances and service counters on our premises.

Modifications to This or Other Policies

We will develop customer service policies that will respect and promote the dignity and independence of people with disabilities. Therefore no changes will be made to this policy before considering the impact on members with disabilities.

Any policy of Rapport that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Availability of Documents

This policy will be made available upon request to members with disabilities in a format that takes into account their disability. The length of time it will take to provide information in alternative formats will depend on the format requested. Every effort will be made, however, to process requests in a timely fashion.

Feedback

Members with disabilities will be encouraged to provide feedback about this policy. Members may communicate via email, mail, telephone or any means the member chooses to use.

Speak with a Manager at any of our branches

Complete an Accessibility Feedback Comment Form in any branch or on our website
Members can expect to hear back within three business days. While feedback may be shared anonymously, we will not be able to respond to anonymous comments.

Question About This Policy

This policy exists to deliver service excellence to people with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation will be provided by a Manager of Rapport Credit Union.
For more information, go to Accessibility Standards Multi Year Plan, 2024