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LEGAL

Accessibility

CUSTOMER STANDARD SERVICE


Accessibility

Canada Protection Plan is committed to supporting people with disabilities. We are working to ensure that everyone can have access to our products and services in a way that respects their dignity and independence and promotes the principles of integration and equal opportunity.

Communication

Canada Protection Plan is committed to communicating with customers with disabilities in a manner that takes into account their disability. Every reasonable effort will be made to ensure that employees communicate with customers effectively.

Assistive Devices

We welcome persons with disabilities to use assistive devices to obtain, use or benefit from our goods and services. We will ensure that employees are familiar with assistive devices that may be used by customers with disabilities while accessing our products and services.

Service Animals

We welcome customers with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public.

Support Persons

Customers with a disability who is accompanied by a support person will be allowed on our premises.

Service Disruptions

We will notify our customers in the event of a planned or unexpected service disruption of facilities and service that are relied upon by people with disabilities. Our notification will include information about the reason for disruption, the anticipated length of the disruption and a description of alternative facilities or service, if available.

Training

We provide training to staff and contract workers whose duties involve interaction with the public on our behalf, and individuals who develop customer service policies will comply with accessibility laws in the relevant jurisdictions.

Training will include:
  • The purpose and requirements of any applicable laws, including the Accessibility for Ontarians with Disability Act,2005;
  • How to interact and communicate with customers with various types of disabilities;
  • How to interact with customer with disabilities who use an assistive device or rely on a service animal or support person;
  • How to use available equipment or assistive devices that may assist with the provision of products and services to customer with disabilities;
  • What action to take if a person with a disability is having difficulty accessing our products and services;
  • Our customer service policies, practices and procedures governing the provision of products and services with disabilities.

Feedback

Canada Protection Plan welcomes comments and feedback as we strive to meet our customers’ needs and expectations. Customers who wish to provide feedback on how we meet their accessibility needs can contact us by:
  • Mail:
    Canada Protection Plan
    250 Ferrand Drive, Suite 1100
    Toronto, ON, M3C 3G8
  • Email: info@cpp.ca
  • Website: Contact Form

INTEGRATED ACCESSIBILITY STANDARDS


Statement of Organizational Commitment

Canada Protection Plan will strive at all times to provide its service in a way that respects the dignity and independence of people with disabilities. We are committed to giving people with disabilities the same opportunity to access our service, allowing them to benefit from the same services, in a similar way as other clients. We are also committed to providing accommodation for applicants and staff with disabilities.

Canada Protection Plan is committed to meeting the needs of our clients and staff, including people with disabilities and will do so in a timely manner.

Opportunities

Canada Protection Plan will give people with disabilities the same opportunity to access our products and services and allow them to benefit from the same products and services, in a similar way as any other client.

Policy Development & Availability

Canada Protection Plan will maintain its accessibility policies in a written format. They will be available to the public and will be provided in an accessible format upon request.

Multi – Year Accessibility Plan

Canada Protection Plan will maintain a multi-year accessibility plan. The plan will be reviewed and updated at least once every five years. It will show our organization’s commitment to removing barriers and preventing new ones. We will make this plan available to the public and provide it in an accessible format when requested.

Information & Communication

When providing information to, or communicating with, a person with a disability, we will provide, upon request, the information and communication in an accessible format or with a communication support. We will work in consultation with the person with the disability to provide them with the information in a manner that takes into account the person’s disability.

Accessible Website

We are committed to working towards an accessible website and website content that will comply with the World Wide Web Consortium Content Accessibility Guidelines at Level A and moving towards Level AA standards.

Employment

Our employment practices will include notification of the availability of accommodation for applicants with disabilities, as well as supports for staff with disabilities. Where employee needs dictate, we will provide individualized workplace emergency response information to the employee who has a disability. Our performance management and career development processes will take into account the accessibility needs of our employees with disabilities.

Documented Individual Accommodation Plans

Our process for the development of documented individual accommodation plans includes:
  • How we include the employee in the development of the plan
  • How we consider the employee on an individual basis
  • How we would proceed in getting an expert opinion on the accommodation of the employee, at our own expense
  • How the employee’s personal information will be protected
  • How often the plan will be reviewed
  • How the plan will be provided in a format that respects the individual’s needs due to a disability

Return to Work Process

Our process for the development of a return to work process for employees with disabilities who have been absent due to their disability and require accommodations to return to work will:
  • Outline the steps we will take to facilitate the employee’s return to work
  • Use their individual accommodation plan; where it exists as part of the process

Training

Canada Protection Plan will provide training to:
  • Employees
  • Volunteers
  • Contractors
  • People involved in developing policies for our organization

Training will be provided to new hires within the first week of commencing employment.

Training will cover:

  • Accessibility requirements from the Integrated Accessibility Regulation and Accessible Customer Service Standard
  • How the Human Rights Code pertains to person with disabilities
  • Changes that are made to the accessibility policies

MULTI-YEAR ACCESSIBILITY PLAN

General Requirements of the Regulation

Establishment of Accessibility Policies

Every obligated organization shall develop, implement and maintain policies that address the achievement of accessibility under the Regulation.

Section: 3
IASR Compliance Date: January 1, 2014

Actions
Status/Target Date
Draft policies
Completed
Create an AODA Policy Manual
Completed

Multi-year accessibility plan

Develop, implement and maintain a multi-year plan, which outlines the organization’s strategy to prevent and remove barriers and meet its requirements under this Regulation.

Post the plan in a visible place on the premises and on the website.

Provide the plan in an accessible format upon request.

Review and update the accessibility plan at least once every five years.

Section: 4
IASR Compliance Date: January 1, 2014

Actions
Status/Target Date
Identify barriers with the use of internal accessibility assessment
Completed
Develop a Plan
Completed
Publish a multi-year plan on website
Completed
HR department will review plan at least once every five years and update where needed
Completed

Training

Obligated organizations shall ensure that training is provided for the requirements of the accessibility standards and the Human Rights Code as it pertains to persons with disabilities.

Section: 7
IASR Compliance Date: January 1, 2015

Actions
Status/Target Date
Determine a training method, content and the intensity of training required
Ongoing
Training dates will be recorded and the number of individuals to whom provided
Ongoing
Training will be provided when there are changes to accessibility policies
Ongoing

Information and Communication Standard Requirements

Emergency procedures plans

Assess the existing building emergency response plan and procedures.

Update the workplace emergency response plan and procedures to take into account the needs of people with disabilities and the accessible formats in emergency planning.

IASR Compliance Date: January 1, 2012

Actions
Status/Target Date
Coordinate with building management
Completed
Review existing plan
Ongoing

Feedback

Obligated organization that has processes for receiving and responding to feedback shall ensure that these processes are accessible to persons with disabilities upon request.

Section: 11
IASR Compliance Date: January 1, 2015

Actions
Status/Target Date
Conduct review of feedback process
Ongoing
Ensure staff and management are aware of the need to accommodate persons with disabilities upon request through training
Ongoing
Requests to be directed to the HR Department
Ongoing
Notify the public about the availability of accessible formats and the communication support process; post on website
Ongoing

Accessible Formats & Communication Supports

Every obligated organization shall upon request provide or arrange for the provisions of accessible formats and communication to support persons with disabilities in a timely manner that takes into account the person’s accessibility due to disability at a cost that is no more than the regular cost charged to other persons.

The organization shall consult with the person making the request to determine the suitability of an accessible format or communication support.

Obligated organization shall notify the public about the availability of accessible formats and communication supports.

Section: 12
IASR Compliance Date: January 1, 2016

Actions
Status/Target Date
Determine that we will provide accessible formats and communication to support the needs of persons with disabilities
Ongoing
Ensure format and support can be provided in a timely manner
Ongoing
Ensure that all staff and management are aware of the need to accommodate the needs of persons with disabilities upon request through training
Completed
Requests to be directed to the HR Department
Ongoing
Post on website within Policy
Ongoing

Accessible websites and web contents

Public sector organizations and large organization shall make their internet websites and web content conform with World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 initially at Level A and increasing to Level AA.

Section: 14
IASR Compliance Date:
January 1, 2014 (Website and Web Content)
January 1, 2021 (WCAG 2.0 Level AA)

Actions
Status/Target Date
Develop a website in accordance with the requirements
Completed
Launch website
Completed
Monitor website accessibility and compliance within guidelines and law
Completed

Employment Standard Requirements

Recruitment

Every employer shall notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment process.

Section: 22
IASR Compliance Date: January 1, 2016

Actions
Status/Target Date
Include a statement on internal/external job posting re: providing accommodations for persons with disabilities
Completed
Ensure management is aware of the need to accommodate persons with disabilities upon request through training
Completed

Recruitment, Assessment or Selection Process

During the recruitment process, an employer shall notify job applicants, when they are individually selected to participate in an assessment or selection process that accommodations are available upon request in relation to the materials or processes to be used.

If a selected applicant request an accommodation, the employer shall consult with the applicant and provide or arrange for the provision of a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

Section: 23
IASR Compliance Date: January 1, 2016

Actions
Status/Target Date
Inform candidates about the availability of accommodation to persons with disabilities
Completed
Identify barriers: location for interviews, interviewing time lines, supports, paperwork etc.
Completed

Notice to successful applicants

Every employer shall, when making offers of employment, notify the successful applicant of its policies for accommodation of employees with disabilities.

Section: 24
IASR Compliance Date: January 1, 2016

Actions
Status/Target Date
Include a statement in the offer letter and employment agreement
In progress
Review existing policies regarding the recruitment process
In progress

Support information for employees

Every employer shall inform its employees of its policies used to support its employees with disabilities, including, but not limited to any provisions of job accommodation that take into account an employee’s accessibility needs due to a disability.

Employers shall provide the information under this section to new employees as soon as practical after they have started their employment.

Section: 25
IASR Compliance Date: January 1, 2016

Actions
Status/Target Date
Circulate policy and include in training of staff
Completed
Include information regarding accommodation of persons with disabilities in the orientation process
Completed
As policies change, update any information provided to employees
Ongoing

Accessible formats & communication supports for employees

Upon request by an employee with a disability, every employer shall consult with the employee making the request.

Section: 26
IASR Compliance Date: January 1, 2016

Actions
Status/Target Date
Inform employees during the initial training program that requests are to be discussed with the HR Department
Completed

Documented Individual Accommodation Plans

Obligated Employers shall develop and have in place a written process for the development of documented individual accommodation plans for employees with disabilities.

Section: 28
IASR Compliance Date: January 1, 2016

Actions
Status/Target Date
Develop a policy to accommodate individuals who have disabilities
Completed

Return to Work Process

Every obligated employer shall develop and have in place a return to work process for its employees who have been absent from work due to a disability and require disability-related accommodation in order to return to work.

Section: 29
IASR Compliance Date: January 1, 2016

Actions
Status/Target Date
Develop a policy to accommodate individuals who have disabilities
Completed

Performance Management

An employer that uses performance management in respect of its employees shall take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when using its performance management process in respect of employees with disabilities.

Section: 30
IASR Compliance Date: January 1, 2016

Actions
Status/Target Date
Review and revise current process as required
Ongoing

Career Development & Advancement

An employer that provides career development and advancement to its employees shall take into account the accessibility needs of its employees with disabilities as well as any individual accommodation plans, when providing career development and advancement to its employees with disabilities.

Section: 31
IASR Compliance Date: January 1, 2016

Actions
Status/Target Date
Review and revise of current process as required
Ongoing

Requirements under the Transportation Standard

This standard does not apply to the organization.

Requirements under the Built Environment Standard

Canada Protection Plan is committed to greater accessibility in, out of, and around the building we use. When required by law, Canada Protection Plan will ensure that facilities incorporate the standards for barrier-free design as existing spaces are renovated and/or new spaces are obtained.