IAS has adopted the Industrial Alliance Group policy regarding the Accessibility for Ontarians with Disability Act and is committed to comply with this policy.

Purpose

This policy establishes practices and procedures for the provision of goods and services to people with disabilities. Industrial Alliance Insurance and Financial Services Inc. and its subsidiaries (collectively the "Company") recognizes its obligations under the Accessibility Standards for Customer Service, Ontario Regulation 429/07 (the "Standard"), and enforces the following policy to ensure that all customers, including those with disabilities, have access to goods and services the Company offers.

Scope

This policy applies to all areas of the Company that interact with and provide goods and services to the public in Ontario.

Definitions

Disability – Means, as defined in Section 2 of the "AODA" :

  • a) "any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
  • b) a condition of mental impairment or a developmental disability,
  • c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
  • d) a mental disorder, or
  • e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997."

Service Animals – means, as defined in Section 4(9) of the Customer Service Standard:

"an animal is a service animal for a person with a disability:

  • a) if it is readily apparent that the animal is used by the person for reason relating to his or her disability, or
  • b) if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability."

Support Person – means, as defined in section 4(8) of the Customer Service Standard:

"a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with the communication, mobility, personal care or medical needs or with access to goods or services."

General

Company commitment

The Company strives to provide its goods and services in a way that respects the dignity and independence of people with disabilities. The Company is also committed to giving people with disabilities the same opportunity to access its goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.

Use of service animals and support persons

The Company is committed to welcoming people with disabilities who are accompanied by a service animal on the parts of its premises that are open to the public and other third parties. We will accommodate the use of service animals by people with disabilities who are accessing the Companies services or goods unless the animal is otherwise excluded by law.

Where a person with a disability is accessing the Companies goods or services must be accompanied by a support person, we will ensure that both persons are permitted to enter the premises together and shall ensure that the person with a disability can access the support person while on the premises.

Assistive devices

We will accommodate the use of personal assistive devices needed to access our goods and services.

Admission fees

If we charge an admission fee in connection with a support person's presence at an event or function on our premises, we will ensure that notice is given in advance about the amount, if any, that is payable in respect of the support.

Notice of temporary disruption

The Company will provide customers with 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. All disruption notices can be found on the Company website (www.inalco.com).

Training for employees

The Company will provide training to all employees, volunteers and others who deal with the public or other third parties on its behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures.

Training will include:

  • a) The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Standard;
  • b) How to interact and communicate with people with various types of disabilities;
  • c) How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person;
  • d) What to do if a person with a disability is having difficulty in accessing the Company's goods and services; and
  • e) The Company's policies, practices and procedures relating to the Standard.

Applicable employees will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.

Feedback process

The Company has set up a process for feedback. Please review below the different process's for subsidiaries. Where a response is requested, the Company will respond to customer feedback in a timely manner.

Feedback for Industrial Alliance Insurance and Financial Services Inc. and Industrial Alliance Pacific

Industrial Alliance Insurance and Financial Services Inc.
Complaints Officer
1080 Grande Allée West
PO Box 1907, Station Terminus
Quebec, QC  G1K 7M3
Email: ombudsman@inalco.com

Feedback for Industrial Alliance Clarington

Compliance Officer
IA Clarington
522 University Ave.
Toronto, ON  M5G 1Y7
Email: funds@iaclarington.com

Feedback for FundEX Investments Inc./Investia Financial Services Inc.

FundEX Investments Inc./ Investia Financial Services Inc.
400 Applewood Crescent, 3rd Floor
Vaughan, ON  L4K0C3
FundEX Email: complaints@fundex.com
Investia Financial Services E-mail: complaints@investia.com

Feedback for L'Excellence

The Excellence Life Insurance Company
5055 Métropolitain Blvd. East, Suite 202
Montreal, QC  H1R1Z7
Email: customerservice@excellence.com

Feedback for IA Securities

Industrial Alliance Securities inc.
C/O Complaints Department
6700 Pierre-Bertrand boulevard, Suite 300
Quebec, QC  G2JOB4
Email: complaints@iagto.ca

Documentation

Documentation that describes this Policy and each of its requirements shall be maintained on the Industrial Alliance website and provided to individuals, upon request, in the appropriate format.

Industrial Alliance Insurance and Financial Services Inc. – www.inalco.com

Industrial Alliance Clarington Investments Inc. – www.iaclarington.com
FundEX Investments Inc. – www.fundex.com
Investia Financial Services Inc. – www.investia.ca
The Excellence Life Insurance Company – www.excellence.qc.ca
Industrial Alliance Securities Inc. – www.iagto.ca

Questions about this policy

This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about this policy, or if the purpose of this policy is not understood, they may contact the Company's human resources department.

Policy and Related Documents :

AODA Procedure
AODA Disruption Policy
AODA Training Policy

Ontario Human Rights Code:
www.e-laws.gov.on.ca/html/statutes/english/elaws_statutes_90h19_e.htm

Ontario Regulation 429/07 - Accessibility Standards for Customer Service:
www.e-laws.gov.on.ca/html/source/regs/english/2007/elaws_src_regs_r07429_e.htm

Ministry of Community and Social Services Access Ontario:
www.accesson.ca/compliance

Ministry of Community and Social Services: Accessibility for Ontarians with Disabilities
www.mcss.gov.on.ca/mcss/english/pillars/accessibilityOntario

OHA:
www.oha.com

Integrated Standards Policy (AODA)

1.1 Company Commitment 

Industrial Alliance Insurance and Financial Services Inc. (“IA”) and our subsidiaries strive to provide goods and services in a way that respects the dignity and independence of people with disabilities. We recognize our obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”). We are committed to giving people with disabilities the same opportunity to access our goods and services and to benefit from those services, in the same place and in a similar way as other customers.

1.2 Definitions

Accessible Format

Means a format of communication that may include but is not limited to large print, recorded audio and electronic formats, Braille or other format usable by persons with disabilities.

Communication Support

Means a communication method that may include, but is not limited to, captioning, alternative augmentative communication supports, plain language, sign language and other supports that facilitate effective communications with persons with disabilities.

Ontario Employees

Means employees of IA and its Ontario Subsidiaries that are employed in Ontario.

Integrated Standards

Means the Integrated Accessibility Standards, Ontario Regulation 191/11 (the “Integrated Standards”) under the AODA .

Large Ontario Subsidiaries

Means the Ontario Subsidiaries that have at least 50 employees in Ontario.

Ontario Subsidiaries

Means the IA subsidiaries that have at least one employee in Ontario.

1.3 Multi-year accessibility plan

IA and its Large Ontario Subsidiaries will develop and maintain a multi-year accessibility plan as required under the Integrated Standard. The purpose of the plan is to ensure compliance with the Integrated Standards. The plan will be reviewed and updated at least once every five (5) years.

1.4 Meeting the Requirements of the Integrated Standards

IA and its Ontario Subsidiaries will comply with the requirements of the Integrated Standards. This will include developing procedures in the following areas:

Training

Training will be provided for Ontario Employees and volunteers as well any person who provides goods or services in Ontario on behalf of IA and its Ontario Subsidiaries.

Training will be provided in accordance with the Integrated Standards and will include:

  • a) the requirements of the Integrated Standards;
  • b) the Ontario Human Rights Code as it pertains to persons with disabilities
  • c) this Policy and any changes to it

Information and communications

A person with a disability will be provided with an Accessible Format or Communication Support where one is requested. The format or support will be provided in a manner that takes into account the person’s disability.

Accessible Website

Website and website content will be developed to comply with the requirements of the Integrated Standards.

Employment Processes

Employment processes and procedures will be developed for Ontario Employees in the following areas, to meet the obligations under the Integrated Standards:

  • Recruitment and selection for individuals with disabilities

  • Interviews

  • Notices
  • Information about available supports

  • Accessible Formats and Communication Supports for disabled Employees where requested

  • Accommodation and Return To Work plans

  • Performance Management

  • Career development and advancement

  • Redeployment

  • Retention

Individual Employee Accommodation Plans

Processes for the development of documented individual accommodation plan for an Ontario Employee will include the following elements:

  • a) Involvement in the development of a written plan
  • b) Consideration of the disability on an individual basis
  • c) Seeking out, as may be required, medical or other expert’s opinion on accommodation needs
  • d) Consideration of how other representatives or agents may be involved in the process
  • e) A commitment to protect personal information within the confines of the process
  • f) Establishment of a regular review process as needed
  • g) Communication of the plan in an Accessible Format, where requested.

Return to Work Process

The development of a return to work process for Ontario Employees who have been absent due to their disability and require accommodation to return to work will include the following elements:

  • a) Developing a written plan that outlines the steps required to help facilitate the return to work
  • b) Ensuring that any return to work plan takes into consideration an individual accommodation plan, where one exists.

Documentation

This Policy will be available to the public in accordance with the Integrated Standards and can be provided, upon request, in accessible format where required.

Feedback & Questions

Feedback, questions or concerns regarding this policy can be provided in writing, by email, by telephone or other Accessible Format, when requested due to a disability.

Feedback for Industrial Alliance Insurance and Financial Services Inc.

Complaints Officer
Industrial Alliance Insurance and Financial Services Inc.
1080 Grande Allée West
PO Box 1907, Station Terminus
Quebec City, Quebec G1K 7M3
Telephone: 1-800-463-6236
E-mail: ombudsman@inalco.com

Feedback for Industrial Alliance Clarington

Compliance Officer
IA Clarington
522 University Ave.
Toronto, ON
M5G 1Y7
Telephone: 1-888-860-9888
E-mail: funds@iaclarington.com

Feedback for FundEX Investments Inc.

Chief Compliance Officer
FundEX Investments Inc
400 Applewood Crescent
3rd Floor
Vaughan, Ontario
L4K 0C3
Telephone: 1-800-324-6048

E-mail: complaints@fundex.com

Feedback for Investia Financial Services Inc.

Chief Compliance Officer
Investa Financial Services Inc.
6700 Pierre-Bertrand Boulevard Suite 300 Quebec City, Quebec G2J 0B4 Telephone: 1-888-684-5548

E-mail: complaints@investia.com

Feedback Jovian Capital Corporation (and Related Entities)

Jovian Capital Corporation Address:
26 Wellington St. E. Suite 920
Toronto, ON
M5E 1S2
Telephone: 1-866-234-2552

Feedback for L’Excellence

Complaints Officer
The Excellence Life Insurance Company 5055 Métropolitain Blvd. East, Suite 202 Montreal, Quebec, H1R 1Z7
Telephone: 1-800-465-5818
E-mail: customerservice @iaexcellence.com

Feedback for IA Securities

Complaints Department
Industrial Alliance Securities Inc. 6700 Pierre-Bertrand boulevard, Suite 300 Quebec (QC) G2JOB4
Telephone:1-800-361-7465
Email: complaints@iagto.ca