Accessibility
Access to our financial services has always been the focus of our mission
Meeting the needs of our members and clients is a constant priority for Desjardins. Therefore, our main concern is to make our products and services accessible from all points of view. To do so, it is important for us to adapt to our members' and clients' evolving behaviours, their territorial distribution and their limitations, be they physical or social.
To ensure that accessibility standards are incorporated into policies and practices, Desjardins has adopted a multi-year accessibility plan that will be reviewed and updated at least every 5 years.
Multi-Year Accessibility Plan
At Desjardins, we’re committed to treating everyone in a way that enables them to maintain their dignity and autonomy. We believe in integration and equal opportunity. We’re committed to meeting the needs of people with disabilities in a timely manner by preventing and removing barriers to accessibility. This plan was prepared to meet the requirements set out in Ontario’s regulations, including the Integrated Accessibility Standards, which apply to several Desjardins Group components.
General
Sections 3, 4, 6, 7
Establishment of accessibility policies
Deadline: January 1, 2014
Status: Completed
Requirements
- Develop, implement and maintain policies governing how Desjardins Group will achieve accessibility through meeting the requirements of the Integrated Accessibility Standards.
- Draft one or more documents describing these policies.
- Make these documents publicly available and provide them in an accessible format upon request.
What we’ve done to meet these requirements
- We’ve developed a directive on accessibility outlining how we will achieve accessibility.
- This directive on accessibility is available on our website and can be provided in an accessible format upon request.
Multi-Year Accessibility Plan
Deadline: January 1, 2014
Status: Completed
Requirements
- Develop, implement, maintain and document a multi-year accessibility plan.
- Post the accessibility plan on the website.
- Provide the plan in an accessible format upon request.
- Review and update the accessibility plan at least once every 5 years.
What we’ve done to meet these requirements
- We’re committed to reviewing and updating the accessibility plan at least once every 5 years.
- We have posted our accessibility plan on our website and can provide it in an accessible format upon request.
ATMs
Deadline: January 1, 2014
Status: Completed
Requirements
- Incorporate accessibility features for people with disabilities or other accessibility needs when designing, procuring or operating self-service kiosks.
What we’ve done to meet these requirements
- Among other reasons, we’ve chosen our ATMs because they’re accessible to people with reduced mobility and shorter people (lower card reader, screen and keypad, shelf to the side for easier wheelchair access, etc.). They also have a “dark” mode (white text on black background) and voice assistance to help people with visual disabilities. Our ATMs also comply with the National Standard of Canada CSA/ASC B651.2:22, Accessible design for self-service interactive devices including automated banking machines.
Training
Deadline: January 1, 2015
Status: Completed
Requirements
- Ensure that training is provided on the requirements of the accessibility standards referred to in the regulations on Integrated Accessibility Standards and on the Human Rights Code as it pertains to persons with disabilities to:
- All employees and volunteers
- All persons who participate in developing the organization’s policies
- All other persons who provide goods, services or facilities on behalf of the organization
- All new employees during onboarding
What we’ve done to meet these requirements
- Our employees and agents have completed training on the Accessibility for Ontarians with Disabilities Act and the Human Rights Code as it pertains to people with disabilities in a format that is appropriate to their duties and role.
- Credit union employees have received awareness training on the needs of people with disabilities and limitations in order to better assist them.
- We ensure that service providers under contract with us have completed training on the Accessibility for Ontarians with Disabilities Act and the Human Rights Code .
- We keep a record of the training given and any updates to the training, as required.
Information and communications standards
Sections 11,12,13,14, 80.47, 80.48, 80.50
Feedback
Deadline: January 1, 2015
Status: Completed
Requirements
- Ensure that the processes for receiving and responding to feedback are accessible to persons with disabilities.
- Provide or arrange for the provision of accessible formats and communication supports for persons with disabilities upon request.
- Notify the public about the availability of accessible formats and communication supports.
- Promptly address all complaints received through feedback about the manner in which we provide our products and services.
What we’ve done to meet these requirements
- Our processes for receiving and responding to feedback are accessible to persons with disabilities or can be made available in an accessible format upon request.
- Feedback can be provided in person, by phone, by email or through our website.
Accessible formats and communication supports
Deadline: January 1, 2016
Status: Completed
Requirements
- Provide or arrange for the provision of accessible formats and communication supports for persons with disabilities upon request:
- In a timely manner that takes into account the person’s accessibility needs due to disability
- At a cost that is no more than the regular cost charged to other persons
What we’ve done to meet these requirements
- We provide information in an accessible format in a timely manner to people with disabilities upon request and where practicable. If we’re unable to provide an accessible format, we provide communication supports.
- We take into account the accessibility needs of the person with disabilities.
- Any associated costs are no more than the regular cost charged to other persons.
Use of service animals and support persons
Deadline: January 1, 2017
Status: Completed
Requirements
- Allow people with disabilities to be accompanied by a service animal to use our services in areas open to the public.
- Allow people with disabilities to be accompanied by a support person on our premises. When confidential personal information needs to be discussed, our staff reserves the right to ask the person with disabilities for their permission before discussing the information in the support person’s presence. Our staff may, if deemed necessary, ask the support person to sign a confidentiality agreement.
What we’ve done to meet these requirements
- We allow people with disabilities to be accompanied by a service animal or support person.
Emergency procedure, plans or public safety information
Deadline: January 1, 2012
Status: Completed
Requirements
- Prepare emergency procedures, plans or public safety information and make the information available to the public in an accessible format or with appropriate communication supports, upon request.
- Give notice of temporary disruptions to the public by posting the notice at a conspicuous place on the premises or on the website. The notice must include the following information:
- Reason for the disruption
- Its anticipated duration
- The available alternatives, where applicable, until the disruption ends
What we’ve done to meet these requirements
- We provide our clients and our employees with information on emergency procedures or plans or public safety information in an accessible format, upon request.
- We have business continuity plans in place to inform the public of any disruptions.
Accessible websites and web content
Deadline: January 1, 2021
Status: Ongoing
Requirements
- Make Desjardins websites and web content conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA.
What we’ve done to meet these requirements
We’ve implemented the necessary elements to conform with WCAG 2.1 at Level AA, including:
- Carrying out web and mobile accessibility audits
- Performing functional tests using manual and automated validations as well as screen readers
- Doing accessibility testing with users who have one or more disabilities or limitations
Employment standards
Sections 22 to 32
Deadline: January 1, 2016
Status: Completed
Requirements
- Notify employees and the public about the availability of accommodation for applicants with disabilities during recruitment processes.
- Notify job applicants, when they are 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.
- Consult with the selected applicant who requests an accommodation 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.
- Notify the successful applicant of the policies for accommodating employees with disabilities.
- Inform employees of the policies used to support employees with disabilities, including policies on job accommodations that take into account an employee's accessibility needs.
- Consult with the employee with a disability to provide or arrange for the provision of accessible formats and communication supports for information that is needed in order to perform their job and information that is generally available to employees in the workplace.
- Provide individualized workplace emergency response information to employees who have a disability. If an employee who receives individualized workplace emergency response information requires assistance and provides their consent, the employer provides this information to the person designated by the employer to provide assistance to the employee.
- Develop and have in place a written process for the development of documented individual accommodation plans for employees with disabilities.
- Develop and have in place a return to work process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work.
- Take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when using a performance management process in respect of employees with disabilities.
- Take into account the accessibility needs of employees with disabilities, as well as any individual accommodation plans, when providing career development and advancement to employees with disabilities.
- Take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when redeploying employees with disabilities.
What we’ve done to meet these requirements
- A directive on accessibility for people with disabilities has been adopted. It is available on the employee portal.
- We reviewed the recruitment process and put in place measures that take into account the needs of people with disabilities. For example, talent acquisition teams have access to tools that enable them to properly document the accommodations needed by candidates with disabilities.
- We have clear procedures in place to take everyone's needs into account when hiring.
- We have well-documented return to work processes. A team of HR experts assists managers when employees have support needs. We also provide resources to support managers (such as a return to work plan template).
- We help employees maintain their employment through practical measures and support from managers. Our working conditions and employee benefits are also designed to help maintain employment.
- For employees who need help in emergency situations, we review the situation along with their manager and an HR advisor. With the employee's permission, we may call in property management or health and safety teams to implement any necessary additional measures.
- Where required, we implement tailored solutions for access to information and communication methods.
- Most workplaces are accessible. We carry out any changes necessary to make a workplace accessible to an employee. We make adjustments to workstations as needed.
- We've developed tools to objectively assess the performance of all employees. Equity is one of the guiding principles behind the performance appraisal process.
- Our working conditions and skills development programs take into account the needs of employees with disabilities.
Website and mobile accessibility
Desjardins is committed to ensuring that its website is accessible to the visually disabled, the aging population, people with physical, cognitive or functional limitations, and people with special requirements.
Process
Our ongoing efforts aim to improve the site so that we can provide Desjardins clients with a fully accessible website.
Audits and user tests were done with people with disabilities as well as physical and functional limitations to pinpoint the more pressing areas requiring improved accessibility.
We also ran functional tests using the following screen reader software:
- Job Access with Speech (JAWS)
- NonVisual Desktop Access (NVDA) – Latest version
- VoiceOver with Apple iOS 10.2. – Latest version
- TalkBack with Android – Latest version
Compliance
Markup language is based on W3C programming standards.
Several Web Content Accessibility Guidelines (WCAG) 2.1 AA were applied when the Desjardins web and mobile sites were developed:
- Navigation and presentation must be clear.
- Links must lead directly to content.
- Headings (titles, H1, H2, etc.) must be used to organize a page.
- Language must be clear and simple.
- Text equivalents and complementary text must provide context.
- Page titles must describe page content.
- Colours must contrast well for better readability.
- Users must be able to stop and pause videos.
- No automatic redirect or refresh of content upon focus or data entry.
- Multiple access points to content (breadcrumb trail, search engine, floating toolbars, site map at bottom of page).
Learn more about Web Content Accessibility Guidelines External link..
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Procedure
Desjardins Insurance accessibility
Accessibility for people with disabilities: a priority!
Desjardins Insurance is committed to providing a barrier-free environment where everyone can access our products and services. We are continually working to adapt to the needs of all our clients, whether their limitations are physical or social.
As a member of Desjardins Group, we are committed to following Desjardins Group's multi-year accessibility plan, which ensures accessibility standards are incorporated into policies and practices. This plan is reviewed and updated at least every 5 years.
Our accessibility goals and initiatives
Our customer service is there for you
At Desjardins Insurance, we strive to ensure that clients with disabilities can access the products and services they need in an independent and dignified way. To that end, we have taken certain initiatives. Training is provided to employees on accessible customer service and how to interact with people with different disabilities.
When people with disabilities use our services, they are welcome to bring their service animal or to be accompanied by a support person. We will notify users if there is a problem with the systems or installations that people with disabilities rely on.
Accessible formats and communication support
Desjardins Insurance is committed to making sure all our communications are accessible to everyone and to considering the accessibility needs of people with disabilities.
If you have a disability, please ask us for any additional information or communication support you need.
Accessible websites and web content
At Desjardins Insurance, we strive to make it easier for people with disabilities (such as vision, hearing or cognition) to use our internet and mobile solutions. To reduce navigation barriers, we have implemented an ongoing web accessibility improvement program. The program includes a process to improve and upgrade our websites.
This program will allow us to gradually integrate rules under the Web Content Accessibility Guidelines (WCAG) 2.0 External link. (level AA) by 2021, in compliance with the Web Accessibility Initiative (WAI) External link., developed by the World Wide Web Consortium (W3C). External link.
Employment standards
Desjardins Insurance strives to offer equal opportunities to everyone interested in working for us. We ensure that our employment practices are equitable and accessible, allowing us to attract and retain people with disabilities. We apply these employment standards in the hiring process and throughout the employee's career and development.
Equal access employment program
We have developed an equal access employment program designed to promote the fair representation of minorities and people with disabilities.
Building and workstation accessibility
Our premises are designed to ensure employees with disabilities have easy access to work sites. Plus, workstations can be adapted on request to meet the individual needs of a person with a disability.
Feedback and additional information
You can play an important role in helping us improve the accessibility of our products and services. Your comments and questions will help us establish new policies, practices and services to meet your needs and serve you better
Please contact the Client Complaint Management Centre if you have any questions, requests or comments about accessibility.
Accessibility of facilities
A democratic organization responsive to its members' needs, Desjardins's focus has always been to make its facilities accessible. We've undertaken several initiatives to reduce the obstacles that might prevent our members with disabilities from benefiting from our services.
Here are a few elements that illustrate Desjardins's ongoing commitment to accessibility.
Accessibility of buildings
Every new Desjardins construction or major renovation project includes features to provide access to people with mobility impairments according to established standards, including parking spaces.
Accessibility of ATMs
The Desjardins network's ATMs are accessible to those with reduced immobility, smaller stature or visual impairments.
Accessible ATMs can be identified by their lower components (keyboard, screen, buttons), a grab bar and shelves that are practical for people with reduced mobility or people of smaller stature, thus enabling them to safely make transactions.
All Desjardins ATMs offer voice-guided systems to help the visually impaired, the functionally illiterate and elderly people take full advantage of ATMs. By inserting earphones into a jack on the ATM, these members can obtain private voice instructions explaining how to use the ATM and guiding them every step of the way through their transactions. This application was developed in collaboration with associations for persons with disabilities.
ATM voice assistance user manual
Objective of voice assistance
ATM voice assistance is a solution that allows people who are blind, visually impaired or illiterate make their transactions.
Voice assistance functions are being gradually rolled out as ATMs are updated. Withdrawals and no-envelope deposits were the first to be implemented. Eventually, you will be able to make all transactions with voice assistance.
How it works
Transactions using voice assistance are optimized to be made from the keypad. Simultaneous keypad and touchscreen use is not recommended.
Activating voice assistance
- Plug headphones into the ATM.
- Listen to the instructions on how the keypad is laid out.
- Insert the ATM card.
Note: If you plug the headphones into the ATM after inserting the card, voice assistance will not be activated. The transaction in progress will have to be cancelled. - To get the instructions, put the headphones on first, then insert the ATM card.
Voice assistance language
- When the ATM card is inserted, instructions will be bilingual.
- The rest of the transactions will be done in the language of the card.
How to get voice assistance you can understand
- Allow a half-second delay between each key pressed on the keypad.
- This time limit is very important when entering amounts. While waiting for the half second, you must hear the key clearly pressed and enter the correct amount.
How to activate a hidden screen
- The option to hide a screen is a security feature for people who are completely blind.
- Put the headphones on, press 7 to hide the screen, then insert your ATM card.
Items rejected when making a deposit
To retrieve items rejected by the ATM, hover your hand several seconds over the deposit slot.
Note: There is no sound to guide you if the ATM rejects your items when making a deposit.
How to avoid a rejected cheque
- Write the amount in numbers: separate the dollars from the cents with a period. Enter the pennies even if they total 0.
- Write out the amount using block letters.
- Enter this information in the spaces provided.
Time limit for retrieving the ATM card
When you've completed your transactions, you'll have 35 seconds to take your card back, otherwise the ATM will keep it.
Appendix: voice assistance text instructions
[Welcome message in French.]
Welcome to Desjardins.
[Instructions in French.]
The keypad is configured like a phone keypad. There are 12 keys. The 5 key has a raised dot in the centre.
The star is to the left of the 0 and the number sign is to its right. Adjust the volume by pressing the star. Adjust the speed by pressing the number sign.
Voice assistance allows you to make transactions without displaying them on-screen.
Would you like to deactivate the display function?
If yes, press 7.
If no, press 8.
[Instructions in French.]
Insert your card into the reader located below and to the right of the keypad.
There are 4 keys to the right of the keypad, the first 3 have raised symbols.
They are, from top to bottom:
- Cancel which has a raised X.
- Correction, which has a raised arrow.
- OK, which has a raised circle.
- The fourth key can be pressed at any time to hear your options again.
Enter your personal ID number or PIN.
Accessibility made possible by other payment methods
Many of our online services and solutions allow people with reduced mobility to regain autonomy without compromising security. Here are a few examples:
- Invoice payments online or by phone
- Making payments by credit card without having to step out of the house
- Direct payments and withdrawals
- Remote cheque deposits
- Interac e-Transfers®
Your comments on accessibility
You play an important role in making our products and services more accessible.
For information or to share your thoughts on accessibility at Desjardins, please contact your caisse or Desjardins Business centre.