Accessible Customer Service Policy (formerly AODA 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 “Companies") recognize their obligations regarding accessible customer service under the Accessibility for Ontarians with Disabilities Act, 2005 and similar applicable accessibility legislation in other Canadian jurisdictions (the "Legislation"). This policy applies as and where required by such Legislation.

Company commitment
The Companies strive to provide their goods and services 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 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 Companies are 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 our services or goods unless the animal is otherwise excluded by law. 

Where a person with a disability is accessing our 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.

Procedure for training
We will provide training to all employees, volunteers and others as and when required under the Legislation.

Training will include:
a) The purposes of the Legislation;
b) The requirement under the Legislation;
c) This accessible customer service policy; and
d) Any other content required under the Legislation.

New employees who are required by the Legislation to receive training will receive it at the time of orientation. 

Training will also be provided if there are substantive changes to our policies and procedures dealing with accessible goods and services. 

As part of this training procedure, records of the training will be kept in accordance with the Legislation.

Procedure for feedback & questions
Feedback including questions, concerns or complaints regarding this policy can be provided in writing, by email, by telephone or other accessible format, when requested due to a disability. As part of the feedback procedure, we will review any complaints related to accessible customer service or this policy in a thorough and timely manner.


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
Email: ombudsman@inalco.com

Feedback for iA Auto Finance
Complaints Officer
iA Auto Finance
1303 North Service Road East
Oakville, Ontario L6H 1A7
Telephone: 1-855-378-5626
Email: complaints.auto@ia.ca

Feedback for IA Clarington Investments Inc.
Compliance Officer
IA Clarington
522 University Ave.
Toronto, Ontario M5G 1Y7
Telephone: 1-888-860-9888
Email: 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
Email: complaints@fundex.com

Feedback for Hollis Insurance Inc. 
Compliance Manager - Insurance
Hollis Insurance Inc.
26 Wellington St. East, Suite 700
Toronto, Ontario M5E 1S2
Telephone: 1-888-332-3466
Email: insurancecompliance@nfia.ca

Feedback for Investia Financial Services Inc. 
Chief Compliance Officer
Investia Financial Services Inc.
6700 Pierre-Bertrand Boulevard, Suite 300 
Quebec City, Quebec G2J 0B4 
Telephone: 1-888-684-5548
Email: complaints@investia.com

Feedback for iA Investment Counsel Inc. (TE Financial Consultants/TE Investment Counsel/Leon Frazer & Associates) Forstrong Global Asset Management, FIT Private Investment Counsel Inc
iA Private Wealth Management
26 Wellington St. E, Suite 800
Toronto, Ontario M5E 1S2
Telephone: 1-800-418-7518

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

Feedback for IA Securities 
Chief Compliance Officer
Industrial Alliance Securities Inc. 
522 University Ave., Suite 900 
Toronto, Ontario M5G 1Y7
Telephone: 1-800-361-7465
Email: complaints@iagto.ca

This policy and any related documents are available upon request and can also be provided in a format that takes into account the person’s disability and accessibility needs.