ATB Capital Markets is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.
ATB Capital Markets is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.
ATB Capital Markets understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligation under the Ontario Human Rights Code or obligations to people with disabilities under any other law. ATB Capital Markets is committed to excellence in serving and providing goods, services, or facilities to all customers including people with disabilities.
Our accessible customer service policies are consistent with the principle of independence, dignity, integration and equality of opportunity for people with disabilities.
Training
We are committed to training all staff and volunteers in accessible customer service, other Ontario’s accessibility standards and aspects of Ontario Human Rights Code that relate to persons with disabilities.
In addition, we train:
a) all persons who participate in developing the organization’s policies; and
b) all other persons who provide goods, services or facilities on behalf of the organization
Training of our employees and volunteers on accessibility relates to their specific roles, which includes:
- Purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standards
- Our policies related to the Customer Service Standards
- How to interact and communicate with people with various types of disabilities
- How to interact with people with disabilities who use an assistive device or require the assistance of a service animal and/or a support person
- How to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities
- What to do if a person with a disability is having difficulty in accessing our organization’s goods, services or facilities
We train every person as soon as practicable after being hired and provide training in respect of any changes of the policies. We maintain records of the training provided, including the dates on which the training was provided and the number of individuals to whom it was provided.
Assistive Devices
ATB Capital Markets will ensure that employees are trained and familiar with various assistive devices that may be used by clients with disabilities while accessing our services and facilities.
Communication
We communicate with people with disabilities in ways that consider their disability. We will work with the person with disabilities to determine what method of communication works for them, our internet websites, technology solutions, telephone communications and in-person interactions will be based on accessibility best practices.
Service Animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public and third parties.
Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
Service Disruptions
ATB Capital Markets is committed to informing people with disabilities when there is a planned or unexpected disruption to the facilities or services used by individuals with disabilities. The notice will include the reason, the timeline and any alternative facilities that can be used during the disruption. If necessary, notices will be placed on all entrances/exits.
Feedback Process
ATB Capital Markets welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns. If you are not satisfied with the level of services received, you are encouraged to contact us at 1-855-539-8580 Monday to Friday between 8:30 a.m. to 5 p.m. or by email atbcm_compliance@atb.com. Arrangements can be made for this feedback process to be provided in an accessible format or with communication support on request.
Questions about the policy
This policy exists with ATB Capital Markets to achieve success in making sure excellence is achieved. If you would like to receive a copy of this policy or have questions, please contact the Chief Compliance Officer at 1-647-776-8230.
