Canadian Premier Life Insurance Company and Canadian Premier General Insurance Company (collectively, “Canadian Premier”) are committed to providing a barrier-free environment for their employees, clients and third parties and to providing our goods and services in a manner that respects the dignity and independence of people with disabilities. This Accessibility Plan (“Plan”) will ensure that Canadian Premier is compliant with the requirements for Integrated Accessibility Standards Regulation (the “Integrated Standard”) under the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and the Accessible British Columbia Act (the “Act”).
Canadian Premier offers our clients and customers equal access to products and services. We strive at all times to provide our products and services in a way that respects the dignity and independence of people with disabilities. Canadian Premier believes in integration and equal opportunity, is committed to meeting the needs of people with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting the accessibility requirements set under the Accessibility for Ontarians with Disabilities Act and the Accessible British Columbia Act.
1. Customer Service
1.1. All customer interactions will be conducted keeping in mind the accessibility needs (if any) of the customer in mind. Our primary channel being through telephony systems lead to specific processes to accommodate accessibility needs including but not limited to:
- Speaking with an approved and authenticated delegate of the customer based on accessibility needs.
- Managing tone and pace of conversation when interacting with a customer who has hearing challenges.
- Using email as an alternative means of communication for hearing impaired customers.
- Supporting any other kind of disability related requests and escalation when needed.
1.2. The front-line management team is responsible for the supervision of the customer service agents and their customer interactions to ensure adherence to the policy and procedures. In cases where an accessibility need is not being met, the issue is to be escalated to the Director of Operations for resolution.
1.3. For more details, refer to Canadian Premier’s Customer Service and Claims Operation Accessibility Policy.
2. Information and Communication
2.1. Canadian Premier is committed to meeting the communication needs of people with disabilities.
2.2. Canadian Premier has taken the following steps to ensure existing processes for receiving and responding to feedback are accessible to people with disabilities upon request:
2.2.1. Establishing multiple methods for feedback, such as in writing or via email, telephone or in person; and
2.2.2. Considering and implementing those accessible formats or communication supports required elsewhere in the Integrated Standard.
2.3. Canadian Premier ensures that, upon request, it will provide or arrange for the provision of publicly available information that is in respect of its goods, services, or facilities in an accessible format and at a cost that is not more than that charged to others by:
2.3.1. Consulting with the person making the request to determine the most appropriate accessible format or communication support (for example, large print, read aloud, etc.), given the needs of the person (and whether the content is convertible and within Canadian Premier’s capabilities).
2.3.2. Providing the accessible format or communication support in a timely manner and at no additional cost; and
2.3.3. Notifying the public about the availability of accessible formats and communication supports.
2.4. Canadian Premier has enacted a process to provide its customers and clients with publicly available emergency procedures, plans or public safety information in an accessible way, as soon as practicable upon request.
2.5. Canadian Premier has ensured that all required websites and the content on the websites conform with the requirements of WCAG 2.0, Level AA, to the extent required by the Integrated Standard.
3.1. Canadian Premier is committed to fair and accessible employment practices. Refer to Canadian Premier’s Accessibility Policy.
4. Staff Training and Record Keeping
4.1. Canadian Premier will provide training to employees on the requirements of the Integrated Standard and on the Ontario Human Rights Code (the “Code”) as it relates to people with disabilities.
4.2. Canadian Premier is taking the following steps to ensure that training is provided to all its employees, contractors and agents:
4.2.1. Consolidating accessibility training materials that address the requirements of the Integrated Standard, including explaining the purpose of applicable legislation and the requirements of the customer service standard.
4.2.2. Delivering training to all such individuals via a method that is appropriate for the audience, and incorporating training into its accessibility policy review process to ensure that such individuals are provided updated training whenever Canadian Premier’s accessibility policies change;
4.2.3. Maintaining a record detailing dates on which training is provided and the name of individual to whom it is provided; and
4.2.4. Incorporating the training into its onboarding process to ensure that new employees are trained as soon as possible after being hired.
4.3. Staff will receive a supplemental training when changes are made to the Accessibility Plan and related policies.
5. Design of Public Spaces
5.1. At the present time, Canadian Premier does not plan on developing or redeveloping any of its public spaces, as defined in the Design of Public Spaces Standard. However, should it choose to do so, this Plan will be revised to include the requirements thereunder and how we will achieve compliance.
6.1. Currently, Canadian Premier does not utilize kiosks. However, should the use of kiosks become a part of Canadian Premier’s business in the future, it will ensure that its employees consider the needs of people with disabilities when designing, procuring, or acquiring self-service kiosks.
7. Feedback or Queries
7.1. Canadian Premier welcomes any feedback and/or queries regarding this plan or related policies. Feedback/queries can be made by e-mail to firstname.lastname@example.org, by phone at 1-844-894-0378 or in writing to the following address: 25 Sheppard Ave W, Suite 1400, North York, ON M2N 6S6, Canada
All feedback/queries should be directed to the Vice President, Human Resources. Individuals can expect to receive a response within 5-7 business days.
8. Going Forward
8.1. Canadian Premier will consider accessibility in all aspects of its business and operations and will endeavor to identify and remove accessibility barriers going forward. Canadian Premier will review this Plan on an annual basis and update as required.