Customer Service Accessibility Policy Statement
For more information, please contact Sharon Varney at:
The Canadian Credit Union Association (CCUA) is committed to providing equal access to persons with disabilities with respect to the use and access to CCUA’s goods and services. Customer service policies will be developed that respect and promote the dignity and independence of persons with disabilities. CCUA’s customers include the members of public or other third parties. This policy does not apply to services provided to or for employees.
When accessing our goods and services, persons can use their own personal assistive devices. In circumstances where access is not possible, CCUA will work with the individual to:
CCUA will provide accessible documentation (or access to the information contained within the document) in a format that takes into account the person’s disability. The format to be used will be mutually agreed upon.
Training will be provided to all employees and contractors on accessible customer service and how to interact with people with different disabilities.
The goal is to meet and surpass customer expectations while serving customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome. Upon request, CCUA will provide or arrange for accessible document formats and communication supports to facilitate customer feedback.
Feedback will be reviewed to identify actions that can be taken to improve CCUA’s service. Where possible, we will address complaints within 10 business days. Feedback is available:
Annual Policy Review
Accessibility for Ontarians with Disabilities Act, 2005, ONTARIO REGULATION 191/11 Integrated Accessibility Standards
Notice of Temporary Disruption
Timely notice shall be provided when a temporary disruption of the facilities or services (planned or unplanned) occurs at CCUA. Notice will include information on:▪ the reason for the disruption;
There are currently no planned or known service disruptions