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Accessibility

Accessibility for Ontarians with Disabilities Act (AODA)

IFDS is committed to providing goods and services to clients and client representatives with disabilities in an accessible and timely manner and in a way that that promotes the principles of dignity, independence, integration and equality of opportunity.

IFDS Multi-Year Accessibility Plan

Our Multi-Year Accessibility Plan (The “Plan”) is in place and reviewed on a regular basis. The plan applies to IFDS and IFDS LP (collectively “IFDS”) and is publically available under Important Information.

Accessible communications

In every stage of the client relationship – from marketing to servicing to closing – and in every manner – whether face-to-face interactions, letters, telephone calls and electronic/systems communications – IFDS will communicate with individuals with disabilities in a manner that takes into account their disability.

Feedback

Clients, client representatives, and other third parties who wish to provide feedback on the way IFDS provides goods and services to individuals with disabilities can do so in person or via any method outlined below:

By Mail:

International Financial Data Services Ltd.
Attention: Chief Compliance Officer
30 Adelaide Street East – Suite 1
Toronto
Ontario M5C 3G6

Email: dgregoris@ifdsgroup.com
Phone: 416-506-8012

Devices & supports

IFDS welcomes all individuals with disabilities who are accompanied by a service animal and/or support person to those portions of our premises that are open to the public or such other areas as may be necessary in the circumstances.

To the extent required, IFDS will provide its staff with training to become familiar with various assistive devices that may be used by individuals when accessing IFDS’ services and premises.

In the event of a planned or unexpected disruption to services or facilities to be used by individuals with disabilities, IFDS will notify individuals of the disruption promptly. The notice will advise individuals the reason for the disruption, its anticipated duration, and will provide a description of alternative facilities or services, if available.

Accessible websites & content

IFDS will ensure our internet site www.ifdsgroup.com fully complies with WCAG 2.0 by January 1, 2021, including the following:

  • Modifying image files to text to allow persons with disabilities to fully access the website are needed

  • Modifying navigation links to improve clarity/visibility.

Employment

IFDS is committed to making accommodations during the entire employment process – from recruitment to career development – for all persons with disabilities and for current employees, if necessary.
IFDS is committed to providing training to all employees on the applicable laws related to the provision of goods and services to individuals with disabilities. Specifically, employees will be trained on how to interact and communicate with individuals with various types of disabilities, including interaction with individuals who use assistive devices, support persons or service animals. New employees will complete the training within a reasonable time after commencement of employment.

Administration

This Plan is reviewed and updated, where necessary, and approved on an annual basis. A copy of the Policy will be provided to individuals requesting it in an accessible format as required.

Last update: December 11, 2018

IFDS Canada Accessible Client Service Policy

Policy Statement

The Accessible Client Service Policy and Plan (the “Policy”) describes the commitment of IFDS Canada and IFDS LP (collectively “IFDS”) relating to the provision of goods and services to clients, client representatives and other third parties with disabilities. A Multi-Year Accessibility Plan is in place and is available upon request. From time to time, IFDS may implement additional policies, practices and/or procedures in this regard, including those contained in client service training materials. All such additional policies, practices and procedures will be consistent with this Policy.

Scope

This Policy applies to IFDS Canada and IFDS LP and its content is posted to the IFDS Canada website.

Policy Details

IFDS is committed to achieving excellence in client service and understands that client relationships are the key to IFDS’ business.

As part of the overall policy to provide excellent client service, IFDS is committed to providing goods and services to clients and client representatives with disabilities in an accessible manner, and in a way that respects the dignity and independence of those individuals. Individuals with disabilities should have an equal opportunity to access, use and benefit from IFDS’ goods and services.

Application

The Policy has been adopted in compliance with the Integrated Accessibility Standards Regulation made under the Accessibility for Ontarians with Disabilities Act, 2005. IFDS is committed to meeting its obligations with this and all other similar laws that are applicable to its operations. All other IFDS’ policies and procedures will be interpreted in a manner that is consistent with this Policy and that promotes the dignity, independence, integration and equality of opportunity for individuals with disabilities.

1. Accessible Communications

IFDS will communicate with individuals with disabilities in a manner that takes into account their disability.

IFDS communicates with clients and client representatives and our employees in a variety of ways, including face to face interactions, letters, telephone calls and electronic/systems communications.

In determining the appropriate method and form of communication, an individual’s accessibility needs resulting from disability will be taken into account. In order to meet its obligations under the Policy and applicable laws, IFDS will consider communications and interactions required throughout the entire client relationship, including through the following stages: marketing; sales; transacting; servicing; and closing.

Clients, client representatives and other third parties are encouraged to identify accessibility needs in communicating and interacting with IFDS.

2. Service Animals

IFDS welcomes all individuals with disabilities who are accompanied by a service animal to those portions of our premises that are open to the public or such other areas as may be necessary in the circumstances. At no time will a person with a disability who is accompanied by a service animal be prevented from having access to his/her service animal while on our premises.

3. Support Persons

An individual with a disability who is accompanied by a support person will be allowed to have that support person accompany them to those portions of IFDS’ premises that are open to the public or such other areas as may be necessary in the circumstances. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his/her support person while on our premises. There will be no fees associated with support persons accompanying individuals with disabilities.

IFDS may, in certain circumstances, require an individual with a disability to be accompanied by a support person for the health or safety of the individual with a disability or others on the premises. Prior to making such a decision, IFDS will consult with the individual with the disability to understand his/her needs, review and consider health or safety reasons based on available evidence, and determine whether there are other available alternatives to protect the health or safety of the individual or others on the premises. To the extent possible, individuals will be advised in advance of any requirement for a support person to sign confidentiality agreements or other similar documents.

4. Assistive Devices

Clients, client representatives and other individuals with disabilities may use their own assistive devices to access IFDS’ goods and services and premises. To the extent required, IFDS will provide its staff with training to become familiar with various assistive devices that may be used by individuals when accessing IFDS’ services and premises.

5. Notice of Temporary Disruptions

In the event of a planned or unexpected disruption to services or facilities to be used by individuals with disabilities to access goods or services (for example, elevators located at our premises), IFDS will notify individuals of the disruption promptly. The notice will advise individuals the reason for the disruption, its anticipated duration and will provide a description of alternative facilities or services, if available.

The notice will be posted and/or communicated to individuals with disabilities in a manner that is reasonable in the circumstances.

6. Training of Staff

IFDS will provide all of its employees who deal with the public or others who deal with the public on its behalf, and those who are involved in the development and approval of client service policies, practices and procedures, with annual training. New employees will complete the training within a reasonable time after commencement of employment. Records of all training (identity of trainee, nature of training and date trained) will be maintained.

In general terms, such training will include the following components:

  • an overview of applicable laws related to the provision of goods and services to individuals with disabilities;
  • an overview of the Policy, the IFDS’ Multi-Year Accessibility Plan and any other practices, policies or procedures developed by IFDS Canada with respect to the provision of goods and services to individuals with disabilities;
  • information regarding how to interact and communicate with individuals with various types of disabilities, including interaction with individuals who use assistive devices, support persons or service animals;
  • how to use any assistive devices, including TTY, that IFDS may have available to assist individuals with disabilities to access our goods and services; and
  • what to do if an individual with a disability is having difficulty accessing IFDS Canada’s goods and services.

Training will also be provided as soon as practicable following material changes to the Policy or other related policies, practices or procedures.

IFDS’ third-party service providers will likewise be required to provide appropriate training to their staff involved with IFDS’ clients.

7. Feedback Process

Clients, client representatives and other third parties who wish to provide feedback on the way IFDS provides goods and services to individuals with disabilities can do so by contacting IFDS, using the contact information set out below. Individuals are also encouraged to speak to their regular IFDS’ contacts regarding any questions or concerns. So that the feedback process is accessible to individuals with disabilities, on request, accessible formats, and/or communication supports will be provided or arranged.

Feedback regarding the way IFDS provided services to people with disabilities can be provided by Fax, email, in writing or verbally.

IFDS Entities: IFDS Canada / IFDS Limited Partnership

By Mail:

International Financial Data Services (Canada) Ltd.
Attention: Chief Compliance Officer
30 Adelaide Street East – Suite 1
Toronto, Ontario M5C 3G6

Email: dgregoris@ifdsgroup.com
Fax: 416-240-1021
Phone: 416-506-8012

Any feedback, including complaints requiring a response will be handled by IFDS in accordance with the regular feedback management process. Individuals can generally expect a response or preliminary response to their feedback (if required) within 15 days of receipt of the feedback by IFDS.

Policy Administration

This Policy is maintained by the Compliance departments of each IFDS entity and will be reviewed and updated, where necessary, and approved on an annual basis. Any changes to, or exceptions from this Policy require the approval of the respective IFDS’ Board or equivalent. No changes will be made to this policy before considering the impact on people with disabilities.
Policy Effective Date: December 18, 2017

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