Accessibility at Laurentian Bank

Laurentian Bank’s mission is to help improve the financial health of all our customers. The best way we can do that is to ensure that our products and services are accessible to all customers – including those with disabilities. Our goal is to make sure our customers have a positive experience every time they interact with us.

Laurentian Bank has implemented policies and procedures that govern how we achieve our accessibility objectives. Our policy is available in an accessible format upon request. We are also committed to continuously reviewing and updating these policies and procedures, as needed, to ensure they remain current and up to date to meet the evolving needs of our customers. If you have a suggestion on how we can improve, or if you would like to express any dissatisfaction, please contact us.

What is website accessibility?

Website accessibility refers to the inclusive practice of designing websites so that people with disabilities and those with different or diverse abilities can understand content, navigate and interact online and have equal access to information and functionality. Laurentian Bank is committed to providing websites that are accessible to all users. Web Content Accessibility Guidelines (WCAG) have been developed to help companies make the content of their websites accessible. We have updated many of our websites to optimize accessibility and are actively working towards updating remaining websites to meet these guidelines.

We will also implement internal processes to ensure we continue to meet the requirements of WCAG guidelines through ongoing accessibility audits and testing and by adopting accessibility best practices in website design and development.

There are accessibility features on your computer and mobile device that can help, including:

  • increasing the size of text on the screen;
  • magnifying contents on the screen;
  • enabling high contrast text; and,
  • having words on the screen read out loud to you.

Here are some links for operating systems and/or browsers that may help with customizing some features for you.

To modify system colours, text size, mouse pointers or enable text-to-speech, choose the appropriate link for your operating system:

To learn how to use the zoom magnification features or enable high-contrast text, choose the link for your browser:

Customer service

Our policies and processes are based on the principles of dignity, autonomy, integrity and equal opportunity. Laurentian Bank will provide accessible customer service training to all employees, including:

  • how to interact and communicate with people who have various types of disabilities;
  • how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person; and,
  • what to do if a person with a disability is having difficulty accessing Laurentian Bank’s goods, services or facilities.

Providing goods, services or facilities to people with disabilities

We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our services. We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services. This also includes the use of service animals and support persons.

For customers assisted by a support person:

  • Our clients can be assisted at any time by a support person when they are on our premises.
  • We will ask customers’ permission before sharing any confidential information in the presence of the support person.

For individuals with a service animal:

  • Service animals are permitted to access our premises.
  • Our employees will not interact with these animals without the permission of the owner or handler.

Accessible premises

Laurentian Bank has taken steps to make our Financial Clinics accessible. Here are some examples of what is in place:

  • designated parking for customers with disabilities;
  • automated/accessible doors and vestibules;
  • barrier-free service areas; and,
  • barrier-free ATMs including braille instructions on buttons and keys.

Find a wheelchair accessible branch and ATM

Laurentian Bank works with property managers to ensure accessibility in the office spaces we lease. We continually strive to update our premises to ensure they meet all municipal codes and accessibility requirements as provided by applicable legislations. In addition, we welcome any suggestions from the community on how we can make improvements.

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Laurentian Bank will notify our customers promptly. The notification will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. In addition, we have business continuity plans in place to notify the public of any disruptions as needed.

Documents in alternate formats

Upon request, we will work with you to meet your specific needs in a timely manner to provide information in an accessible format, when practicable, failing which communication supports will be provided. Any associated costs will not be higher than the regular costs charged to other persons. If you require Laurentian Bank materials in alternate format or have any questions, please contact us.

Accessibility for current and future employees

Laurentian Bank values diversity in the workplace and we strive to foster an environment where our employees can achieve their career goals. We are committed to ensuring that our recruitment and assessment processes are fair and equitable so that all employees can be successful.

We have established polices and guidelines which are available to employees taking into account the needs of all employees at all stages of their employment with us.

We invite candidates to discuss any disability-related accessibility needs during the recruitment process. Our premises can accommodate any accessibility needs, including the equipment provided.

Our accommodation program considers:

  • workplace layout and accessibility;
  • access to adapted equipment, and
  • modification of tasks taking into account the employee's disability-related accessibility needs.

Because diversity and inclusion are so important to us, we value and appreciate any feedback our employees provide.

Feedback

We welcome feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns. Feedback can be provided in person, by phone or through our website.

To provide your feedback on the way Laurentian Bank provides goods, services or facilities to people with disabilities, please contact us.

We will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.