Co-operators Agency: Accessible Customer Service Plan

Our agency is committed to excellence in serving all customers, including people with disabilities.

Assistive devices

We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.


We will communicate with people with disabilities in ways that take into account their disability.

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.

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. Fees will not be charged for support persons. We will notify customers of this through a notice posted on our premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to our agency office or to our services for customers with disabilities, we will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

Notice of a service disruption will be placed in a conspicuous area and/or communicated by any method deemed to be reasonable under the circumstances.


All advisors and staff of advisors who deal with the public must undergo accessibility training. This training will occur within the first month of employment as part of orientation training for new staff, and on an ongoing basis as changes or updates are required.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005† and the requirements of the customer service standard.
  • Our plan related to the customer service standard.
  • 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 or a support person.
  • What to do if a person with a disability is having difficulty in accessing our goods and services.

Additional training needs may be met through bulletins and announcements.

Feedback process

Customers who wish to provide feedback on the way our agency provides goods and services to people with disabilities can be shared by email, verbally or in written format. All feedback, including complaints, will be reviewed by the Agency Compliance Manager and, if requested, a response will be provided within 5 business days. Any client questions about this policy should be referred to

To obtain information on The Co-operators Accessibility Multi-Year Plan and Policy, please visit

† While the Accessibility for Ontarians with Disabilities Act (AODA) applies to Ontario only, we apply this standard to all our agencies across Canada.