Scotiabank’s Accessible Canada Act (ACA) Feedback Process
Introduction
This document outlines Scotiabank’s accessibility feedback process.
Scotiabank welcomes feedback about barriers that employees, customers, or members of the public experience with Scotiabank, or about the implementation of our Accessibility Plan. Feedback is information that is received by Scotiabank through the feedback process that the Accessible Canada Act requires all regulated organizations to establish.
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Designated person to receive feedback
Scotiabank’s Head of Accessibility is responsible for receiving feedback on the Scotiabank Accessibility Plan or any barriers related to accessibility.
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How you can submit your feedback
There are many ways you can submit feedback. Scotiabank allows for people to submit feedback by mail, telephone, telephone relay, email, web form, survey, social media, our formal complaints process, online chat or at your local Scotiabank branch.
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Overview of Scotiabank’s feedback process
Scotiabank welcomes feedback on the accessibility of our products and services. We welcome feedback from our customers, Scotiabank employees, and members of the public on the Scotiabank Accessibility Plan or accessibility barriers you experience when dealing with Scotiabank.
- You may provide your feedback to Scotiabank by mail, telephone, telephone relay, email, web form, survey, social media, our formal complaints process, online chat or at your local Scotiabank branch.
- Feedback can be provided anonymously through mail, telephone, web form, chat, in-branch, social media or by email. If you wish to provide your feedback anonymously through mail or a digital channel, please do not include personal identifying information. If you wish to provide feedback anonymously through branch or telephone, please let the Scotiabank staff member know.
- We will acknowledge accessibility feedback that we receive except for feedback provided anonymously.
- All accessibility feedback will be kept for a period of seven years from the day it is received.
- Scotiabank employees are welcome to use any of the feedback processes to share accessibility feedback with the Bank.
- You may provide your feedback to Scotiabank by mail, telephone, telephone relay, email, web form, survey, social media, our formal complaints process, online chat or at your local Scotiabank branch.
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How we will action your feedback
What to expect
We will use your feedback to improve accessibility at Scotiabank. We may address some feedback right away or use the feedback to develop future accessibility plans. All accessibility feedback will be organized, analyzed, and reported on annually through our progress reports.
All accessibility feedback received by Scotiabank will be documented and stored for 7 years in databases managed by the Accessibility Centre of Excellence team or by human resources teams, and used to identify, remove, and prevent accessibility barriers.
Feedback will be organized by themes, Accessible Canada Act focus areas, communication channels, disability related needs, and other categories to understand impacts and opportunities for improvement. The Accessibility team will review and analyze feedback continuously to determine how best to remove and prevent existing and new barriers across the bank.
Alternate formats
Alternate formats of Scotiabank’s feedback process are available upon request. You may request print, large print, Braille, audio format or an electronic format compatible with assistive technologies through the following channels:
- Email
- Mail
- Telephone
- Email
How can we help?
General accessibility feedback
We’d like to hear from you. Let us know how we can make your experience more accessible.
Have a complaint?
We will address complaints according to our complaint management procedures.
Self-serve help
Search our Help Centre to find answers to frequently asked accessibility questions.
Live help
Use the live chat feature to ask questions or be connected to a customer care agent right from the app. You can also reach out to the contact centre.