Canadian Investor Protection Fund (CIPF)

Accessibility Policy – Providing Services to People with Disabilities

1.  Objective

The objective of this policy is to ensure compliance with the customer service standards of the Accessibility for Ontarians with Disabilities Act, 2005. This policy applies to the provision of services in Ontario.

2.  Our mandate

CIPF’s mandate was established by Canada’s provincial and territorial securities regulators. CIPF is authorized to provide protection within prescribed limits to eligible clients of member firms suffering losses if client property comprising securities, cash, and other property held by such member firms is unavailable as a result of the insolvency of the member firm.

3.  Our commitment

In fulfilling our mandate, CIPF strives at all times to provide its services 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 services and allowing them to benefit from the same services, in the same place and in a similar way as other members of the public.

4.  Providing services to people with disabilities

CIPF is committed to excellence in providing services to all members of the public, including people with disabilities and we will carry out our functions and responsibilities in the following manner: 

4.1  Communication

We will communicate with people with disabilities in a manner that takes into account their disability. We will train staff on how to interact and communicate with people with various types of disabilities. 

4.2  Publications

Where possible, we will provide our publications in alternative formats, upon request, in a timely manner, dependent upon document specifications (e.g. length of document, format required). 

4.3  Telephone services

We are committed to providing accessible telephone service to all members of the public. We will train staff to ensure they are knowledgeable in their interactions with people with disabilities, both face-to-face and via telephone. We will offer to communicate with people in person, by email or by written correspondence if telephone communication is not suitable to their communication needs or is not available.

4.4  Assistive devices

We are committed to providing services to people with disabilities who use assistive devices to use or benefit from our services. We will ensure that our staff is familiar with various assistive devices that may be used by people with disabilities while accessing our services. 

We will also ensure that staff know how to use the assistive devices that are available on our premises. The following assistive devices have been installed or are available at our Toronto office:

  • Accessible public washrooms located on the mezzanine level of First Canadian Place.
  • Elevator halls, washrooms and stairwells are equipped with Braille signage.
  • Elevators announce arrival in the lobbies with one chime for up and two chimes for down.
  • Security desk is fully accessible.
  • Automatic door operators exist at every entrance to the building except P3 parking area.
  • The meeting room table and seating are wheelchair accessible.

5.  Use of service animals and support persons

We are committed to welcoming people with disabilities who are accompanied by a service animal to the areas of our premises that are open to the public and other third parties. 

We are committed to welcoming 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 the CIPF 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.

6.  Notice of temporary disruption

CIPF will provide notice 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, its 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. Depending on the nature of the disruption, notice may also be provided on outgoing telephone and posted on our website.

7.  Training for staff

CIPF will provide training to all employees as appropriate. Training will include the following: 

  • The purpose 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 with disabilities who use an assistive device or require the assistance of a service animal or a support person.
  • Availability of assistive devices available on our premises.
  • What to do if a person with a disability is having difficulty in accessing the CIPF services.
  • CIPF’s policies, practices and procedures relating to the customer service standard.

This training will be provided as soon as practicable when staff commence their duties. All staff will be required to confirm that they have been trained in CIPF’s accessibility policies, practices and procedures. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

8.  Feedback process

Our goal is to make it easy for you to contact us and we offer equal access to our services. We welcome your feedback. If you are not satisfied with the level of service you received, you are encouraged to contact us. Qualified CIPF staff are on hand to take your questions, provide information and lead you to appropriate resources, depending on the nature of your questions. This free service is open to the public Monday to Friday between 9:00 a.m. and 5:00 p.m. Call toll-free: 1-866 243 6981 or get in touch by emailing us at [email protected]. Arrangements can be made for this feedback process to be provided in an accessible format or with communication supports on request.

9.  Modifications to this or other policies

We are committed to developing accessible services policies that 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 people with disabilities. All policies of CIPF will respect and promote the dignity and independence of people with disabilities or be modified accordingly.

10.  Questions about this policy

This policy exists to achieve services excellence to people with disabilities. If you would like to receive a copy of this policy or if you have questions, please contact CIPF’s Compliance Officer at 416 866 8366.

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