Accessibility at Meridian
Our commitment
Meridian Credit Union and its subsidiary Meridian OneCap Corporation (collectively, “Meridian”) is committed to providing goods and services in a way that respects the dignity and independence of people with disabilities. Meridian is also committed to giving people with disabilities the same opportunity to access its goods and services and allow them to benefit from the same services, in the same place, and in a similar way as other Members. Meridian is committed to meeting its obligations under the Accessibility for Ontarians with Disabilities Act (“AODA”).
As part of these commitments, Meridian developed a multi-year accessibility plan which outlines its strategy to prevent and remove barriers to accessibility and to meet the requirements under AODA (the “Accessibility Plan”).
Meridian’s Accessibility Plan will be reviewed and updated at least once every five years and as required.
Past achievements to remove and prevent barriers
Meridian takes pride in the efforts it has made to improve accessibility for people with disabilities and to meet the requirements of AODA, including:
- Accessible parking spaces and ramps at doorways at its community branches and corporate offices.
- Power-assisted door openers found in 96% of branches. Meridian is working towards having power-assisted door openers in all branches.
- Trained Contact Centre representatives in Meridian’s Contact Centre to support teletypewriters (“TTY”) which is text telephone technology for Members with hearing impairments.
- Web Content Accessibility Guidelines (“WCAG”) 2.0 AA standard on the Meridian website. Through continuous automated and manual testing, Meridian ensures that its website is accessible to all users with different abilities.
- All employee e-learning is deployed using the WCAG 2.0 AA standard.
Meridian provides tailored products, services, and advice for persons with disabilities
- Meridian provides support for its Members with disabilities through outreach, advocacy, financial education, and more, including:
- A Registered Disability Savings Plan product which is a government registered savings plan intended to help an individual who is approved to receive the disability tax credit to save for their long-term financial security.
- A Meridian Accessibility Branch Champion Program which is a voluntary learning program for Meridian branch employees on how to best service its Members with disabilities.
- Capability to administer Henson trusts; a type of trust designed to benefit people with disabilities.
Meridian undertakes workplace initiatives to support employees with disabilities and their families, including:
- An employee resource group dedicated to improving accessibility and removing barriers for Members and employees.
- Support for job applicants with a disability.
- An employee and family assistance program that aids employees who are working and living with a disability, and/or have family members with a disability.
- Education sessions with experts to help employees better understand disabilities and learn how Meridian can support Members and other employees with disabilities.
Multi-year accessibility plan
General requirements
AODA requirement:
- Every obligated organization shall develop, implement, and maintain policies governing how the organization achieves or will achieve accessibility through meeting its requirements under the accessibility standards.
Meridian Action:
Meridian maintains a current accessibility policy that documents its commitment to accessibility and how it meets the requirements of AODA and supporting regulation (the “AODA Policy”). Meridian publishes its AODA Policy on the Meridian website.
AODA requirement:
Organizations shall:
- Establish, implement, maintain, and document a multi-year accessibility plan, which outlines the organization’s strategy to prevent and remove barriers and meet its requirements.
- Post the Accessibility Plan on their website, if any, and provide the plan in an accessible format upon request.
- Review and update the Accessibility Plan at least once every five years.
Meridian Action:
In 2023, Meridian formally reviewed and updated the Accessibility Plan. Meridian hosts an employee resource group dedicated to cultivating an environment where employees of all abilities, including those with physical disabilities or neurodiversity, can bring their authentic selves to work. The employee resource group works to promote and improve access to employee supports and empower Meridian employees to live their best lives.
Accessibility plans
AODA requirement:
- Every organization shall upon request provide or arrange for the provisions of accessible formats and communication supports for persons with disabilities:
- In a timely manner that takes into account the person’s accessibility needs due to disability; and
- At a cost that is no more than the regular cost charged to other persons.
The obligated organization shall consult with the person making the request in determining the suitability of an accessible format or communication support.
Every obligated organization shall notify the public about the availability of accessible formats and communication supports.
Meridian Action:
Meridian makes its communications available in accessible formats for people with disabilities. Meridian provides accessible formats and communications supports in a timely manner, at a cost that is no more than the regular cost charged to others for the communications, and in consultation with the person making the request.
Meridian maintains its website at the WCAG 2.0 AA standard and is planning to move to Level AAA in the future.
Meridian Contact Centre supports TTY capability.
AODA requirement:
- Organizations shall make new internet websites and web content conform to the WCAG 2.0 A standard by January 1, 2014. All web content will conform to WCAG 2.0 AA standard by January 1, 2021, unless excluded by legislation.
Meridian Action:
Meridian is committed to maintaining a WCAG 2.0 AA standard website. Meridian regularly monitors and meets the WCAG 2.0 AA standard on its website. Contributors to the website are aware of, and that content achieves, the WCAG 2.0 AA standard.
Employment standards
AODA requirement:
- Every employer shall notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment processes.
Meridian Action:
Meridian developed a process for the recruitment, assessment, and selection of job applicants with disabilities. Applicants that identify a need for an accommodation are respected and the accommodation is provided as appropriate.
AODA requirement:
- During a recruitment process, an employer shall notify job applicants, when they are individually selected to participate in an assessment or selection process that accommodations are available upon request in relation to the materials or processes to be used. If a selected applicant requests an accommodation, the employer shall consult with the applicant and provide or arrange for the provision of a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to a disability.
Meridian Action:
Meridian includes notifications to interview applicants that accommodations are available upon request.
Meridian strives to recruit a diverse team of employees. Meridian partners with third party experts to understand language barriers in job postings. Hiring managers are provided with training on unconscious bias to assist with greater fairness in hiring. Meridian continually reviews its recruitment process to ensure barriers are removed or accessible features are provided where appropriate.
AODA requirement:
- Every employer, shall, when making offers of employment, notify the successful applicant of its policies for accommodating employees with disabilities.
Meridian Action:
Meridian’s offers of employment include information about accommodations for employees with disabilities.
AODA requirement:
- Every employer shall inform its employees of its policies used to support its employees with disabilities.
- Employers shall provide this information to new employees as soon as practicable after they begin their employment.
- Employers shall provide updated information to its employees whenever there is a change to existing policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability.
Meridian Action:
The AODA Policy and related information is available to new hires during the onboarding process. The Meridian AODA Policy is available to all employees at any time on the internal website. Meridian’s Employee Experience team works with employees who identify as needing an accommodation to find a suitable accommodation for both the employee and Meridian.
AODA requirement:
- Employers shall develop and have in place a written process for the development of documented individual accommodation plans for employees with disabilities.
- Where an employee with a disability so requests it, every employer shall consult with the employee to provide or arrange for the provision of accessible formats and communication supports for:
- Information that is needed in order to perform the employee’s job.
- Information that is generally available to employees in the workplace.
- The employer shall consult the employee making the request in determining the suitability of an accessible format or communication support.
Meridian Action:
Meridian endeavors to continuously educate employees on the availability of accessible format and communication supports, in accordance with AODA.
Meridian uses a standardized process for employees to request and implement accommodations, including ergonomic assessments.
AODA requirement:
- Every employer shall provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary, and the employer is aware of the need for accommodation due to the employee’s disability.
Meridian Action:
Meridian has a formalized process to create individualized workplace emergency response information for employees with disabilities. Employees may request an individualized emergency response plan from their manager and/or the Employee Experience team. Meridian will consider all challenges of the individual's disability and the physical nature of the workplace. The individualized employee workplace emergency response plan is created in consultation with the employee.
AODA requirement:
- Employers shall develop and have in place a return-to-work process for its employees who have been absent from work due to a disability and require disability related accommodations in order to return to work. The return-to-work processes shall be documented.
Meridian Action:
Meridian’s Employee Experience team works with employees and their managers who identify as needing an accommodation request to find a suitable accommodation for both the employee and Meridian.
Meridian uses a standardized process for employees to request and implement accommodations, including ergonomic assessments.
AODA requirement:
- An employer that uses performance management in respect of its employees shall take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when using its performance management process in respect of employees with disabilities.
Meridian Action:
Meridian takes into consideration the accessibility needs of its employees with disabilities when applying its performance management processes.
AODA Requirement:
- An employer that provides career development and advancement to its employees shall take into account the accessibility needs of its employees with disabilities as well as any individual accommodation plans, when providing career development and advancement to its employees with disabilities.
Meridian Action:
Meridian provides employee training with accessibility features aligned to WCAG 2.0 AA.
Meridian consults with disability community groups to assess Meridian’s learning modules and address any barriers.
Meridian takes into consideration the accessibility needs of its employees with disabilities when applying its performance management processes, or when offering career development or advancement opportunities.
AODA requirement:
- An employer that uses redeployment shall take into account the accessibility needs of its employees with disabilities, as well as individual accommodation plans, when redeploying employees with disabilities.
Meridian Action:
Meridian has a documented process that takes into consideration the accessibility needs of its employees with disabilities when applying its performance management processes, or when offering career development or advancement opportunities, including redeployments.
Customer service
AODA requirement:
- Self-service kiosks should have technical features so that everyone can use them on their own. For instance, good colour contrast on display screens makes kiosks accessible for people with visual impairments. Similarly, audio output allows people with print disabilities to hear the instructions on the screen. Likewise, speech input gives people the chance to operate kiosks by voice. Furthermore, accessible kiosks should allow extra time for people to complete tasks. This feature benefits people with various disabilities who may need more time to process and respond to the kiosk’s instructions.
- Self-service kiosks should also have accessible structural features. For example, kiosks should be at a height customers can reach using assistive devices, such as wheelchairs or scooters. In addition, kiosks should be stable. Finally, kiosks should have tactile keyboards, as well as headphone jacks and volume controls. These features allow people using a kiosk’s speech output to do business quietly and confidentially.
Meridian Action:
Meridian considers the needs of people with disabilities and incorporates accessibility features when designing, procuring, or acquiring self-service kiosks.
All of Meridian’s ABMs meet industry accessibility standards, including large interactive touch screens with braille stickers for visual assistance, and headphone jack for audio assistance.
AODA requirement:
- Providers must train their staff to interact appropriately with customers who have disabilities and use accessible equipment.
Meridian Action:
Meridian provides training to all employees on Ontario’s accessibility laws. Training continues to be provided as part of Meridian’s annual employee compliance refresher course and onboarding training for new employees.
This training was updated and redesigned in 2023.
All e-learning training is WCAG 2.0 AA compliant with some aspects reaching AAA standard.
New digital accessibility awareness training will be developed and deployed in 2024.
AODA requirement:
- Every organization that has processes for receiving and responding to feedback shall ensure that the processes are accessible to persons with disabilities by providing or arranging for accessible formats and communications supports, upon request.
Meridian Action:
Meridian’s feedback process is posted on Personal Banking | Meridian Credit Union. Meridian has a process to handle feedback in many forms including in person at branches, over the telephone, via email, and/or other electronic means. All feedback received is processed by a dedicated team.
Your feedback matters
We welcome your feedback on how we provide products and services to people with disabilities. If you have a comment or complaint we encourage you to get in touch.