Accessibility at iA

Our commitment to accessibility

iA Financial Group and its subsidiaries (collectively the “iA Group of Companies”, “we” or “us”) strive to provide goods and services that respect the dignity and independence of people with disabilities. We are committed to giving people with disabilities the same opportunity to access our goods and services and to benefit from those services, in a timely manner and in the same place and in a similar way as other customers. As part of this commitment, we will work to comply with our obligations under the Accessibility for Ontarians with Disabilities Act, The Accessibility for Manitobans Act, and similar applicable accessibility legislation in other Canadian jurisdictions (collectively, “Accessibility Legislation”).

Community engagement

The iA Group of Companies is engaged with stakeholders for the betterment of individuals and the community. Our commitment to respecting and promoting human rights is not only reflected in our organizational practices, but also in our social contributions. We continually engage with our community with the goal of actively contributing in a positive way and creating a cascade of sustainable actions.

Positive work environment

The iA Group of Companies supports and celebrates diversity through our Diversity and Inclusion Policy Statement. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnicity, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family status or physical or mental disability. Our goal is to ensure that each individual is treated with respect and integrity. We are committed to providing all employees with a dignified and respectful work environment.

Accessible employment standards

As part of our commitment to a positive work environment, we will develop accessible processes to comply with applicable employment standards under Accessibility Legislation in the following areas:

Individual employee accommodation plans
Processes for the development of documented individual accommodation plans for employees will include the following elements:

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

Accessible customer service

We are committed to meeting our obligations for accessible customer service in accordance with Accessibility Legislation. This includes the following:

Service animals and support persons
We are committed to accommodating persons with disabilities accompanied by a service animal in areas open to the public and third parties. If a person with a disability is accompanied by a service animal, he or she will have access to all goods and services offered by us, unless the animal is excluded by another law.

If a person with a disability wants to benefit from the goods and services offered by us and must be accompanied by a support person, we will ensure that both persons can enter our premises together and that the person with a disability can have access to his or her support person while on our premises.

Assistive devices
We will allow the use of assistive devices necessary to access our goods and services.

Admission fees
If we charge an admission fee for a support person to attend an event or function on our premises, we will ensure that notice of the fee, if any, to the support person is given in advance.

Self-service kiosks
We will incorporate accessibility features if we are designing, procuring or acquiring self-service kiosks.

Notice of temporary disruption
We will notify customers of any planned or unplanned temporary disruptions to its facilities or services normally used by persons with disabilities. The notice of disruption may include the reasons for the disruption, the expected duration of the disruption and the alternative facilities or services that will be provided, if any.

Accessibility training

We are committed to providing training in accordance with Accessibility Legislation, including employees, volunteers, those involved in developing our accessibility policies and procedures and service providers who provide services on our behalf. Training will include the following:

Accessible information and communications

We are committed to meeting the communication needs of individuals with disabilities. We will aim to provide people with disabilities with appropriate accessible formats or communication aids in accordance with Accessibility Legislation, when requested. Otherwise, we will work with the individual to find a solution that takes into account the person’s disability. In addition, our websites and their content are designed to meet standards for web accessibility, as required, in accordance with the applicable requirements of Accessibility Legislation.

Accessible format request form

Accessible public space design

We are committed to meeting the standards for the design of public spaces in accordance with our obligations under Accessibility Legislation.

Multi-year accessibility plan

We have established a multi-year accessibility plan in accordance with Accessibility Legislation. The purpose of the plan is to demonstrate the steps we are taking to remove barriers to accessibility while ensuring compliance with the standards set out in that Legislation. The plan can be found here and will be reviewed and updated at least once every five (5) years.

Multi-year accessibility plan

Feedback & questions

Feedback including questions, concerns or complaints regarding this policy, or in regard to the manner in which we provide accessible customer service, can be provided in writing, by email, by phone or via another accessible format, when requested due to a disability. As part of the feedback process, 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

Feedback for iA Auto Finance
Complaints Officer
iA Auto Finance
1415 Joshuas Creek
Oakville, Ontario L6H 7G4
Telephone: 1-855-378-5626

Feedback for IA Clarington Investments Inc.
Compliance Officer IA Clarington
26 Wellington St E, suite 600
Toronto, Ontario M5E 1S2
Telephone: 1-888-860-9888

Feedback for PPI Management Inc.
Human Resources
PPI Management Inc.
2235 Sheppard Avenue East
Suite 1200
Toronto, Ontario M2J 5B5
Telephone: 1-888-887-3892

Feedback for Investia Financial Services Inc.
Chief Compliance Officer
Investia Financial Services Inc.
1080 Grande Allée West, PO Box 1907, Station Terminus
Quebec City, Quebec  G1K 7M3
Telephone: 1-888-684-5548

Feedback for Living Benefits
Complaints Officer
The Excellence Life Insurance Company
5055 Métropolitain Blvd. East, Suite 202
Montreal, Quebec H1R 1Z7
Telephone: 1-800-465-5818

Feedback for iA Private Wealth
Chief Compliance Officer
iA Private Wealth
26 Wellington St E, suite 600
Toronto, Ontario M5E 1S2
Telephone: 1-800-361-7465

Feedback for WGI Manufacturing Inc. (WGI)
Complaints Officer
WGI Manufacturing Inc.
3 Pullman Court
Toronto, Ontario M1X 1E4
Telephone: 416-412-2970

Feedback for Industrial Alliance Investment Management Inc.
Chief Compliance Officer
Industrial Alliance Investment Management Inc.
1080 Grande Allée West
PO Box 1907, Station Terminus
Quebec City, Quebec G1K 7M3
Telephone: 418-684-5000, extension 103026

This policy and any related documents are available upon request and can also be provided to an individual in an appropriate format that takes into account their disability and accessibility needs.

Level Access™

Industrial Alliance and its subsidiaries are committed to digital accessibility, and to conforming to the Web Content Accessibility Guidelines (WCAG) 2.0, Level AA and complying with the Accessibility for Ontarians with Disabilities Act (AODA) Standards for Accessible Design, and other applicable regulations.

To accomplish this, we have partnered with Level Access to administer our accessibility program and oversee its governance. Their accessibility program evaluates and audits our digital products on an ongoing basis in accordance with best practices and is supported by a diverse team of accessibility professionals, including users of assistive technologies.

The platform, moreover, goes beyond minimum compliance requirements by making an assistive CX technology application available for free to users who have trouble typing, gesturing, moving a mouse, or reading.

Notice to end-users

“Industrial Alliance and Level Access are independent companies and therefore Industrial Alliance is not responsible for any damages or losses that could result, directly or indirectly, in whole or in part, from downloading any Level Access software.”