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.
Download 2023 Accessibility Compliance Report
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 789 Don Mills Rd., North York, ON M3C 1T9
- 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
[su_table alternate=”no”]
Actions |
Status Target/Date |
| Draft policies | Completed |
| Create an AODA Policy Manual | Completed |
[/su_table]
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
[su_table alternate=”no”]
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 |
[/su_table]
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
[su_table alternate=”no”]
Actions |
Status Target/Date |
| Determine a training method, content and the intensity of training required | Ongoing |
| Training dates wil lbe recorded and the number of individuals to whom provided | Ongoing |
| Training will be provided when there are changes to accessibility policies | Ongoing |
[/su_table]
Information and Communication Standard Requirements
Emergency procedure 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.
Section: 3
IASR Compliance Date: January 1, 2014
[su_table alternate=”no”]
Actions |
Status Target/Date |
| Coordinate with building | Completed |
| Review existing plan | Ongoing |
[/su_table]
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
[su_table alternate=”no”]
Actions |
Status Target/Date |
| Conduct review of feedback process | Completed |
| 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 |
[/su_table]
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
[su_table alternate=”no”]
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 |
[/su_table]
Accessible websites and web contents
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.
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)
[su_table alternate=”no”]
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 |
[/su_table]
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
[su_table alternate=”no”]
Actions |
Status Target/Date |
| Include a statement on internal/external job posting re: providing accommodations for persons with disabilities | Completed |
| nsure management is aware of the need to accommodate persons with disabilities upon request through training | Completed |
[/su_table]
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
[su_table alternate=”no”]
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 |
[/su_table]
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
[su_table alternate=”no”]
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 |
[/su_table]
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[su_table alternate=”no”]
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 |
[/su_table]
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
[su_table alternate=”no”]
Actions |
Status Target/Date |
| Inform employees during the initial training program that requests are to be discussed with the HR Department | Completed |
[/su_table]
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
[su_table alternate=”no”]
Actions |
Status Target/Date |
| Develop a policy to accommodate individuals who have disabilities | Completed |
[/su_table]
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
[su_table alternate=”no”]
Actions |
Status Target/Date |
| Develop a policy to accommodate individuals who have disabilities | Completed |
[/su_table]
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
[su_table alternate=”no”]
Actions |
Status Target/Date |
| Review and revise current process as required | Ongoing |
[/su_table]
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
[su_table alternate=”no”]
Actions |
Status Target/Date |
| Review and revise of current process as required | Ongoing |
[/su_table]
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.
WEB594-0624EN
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