Scotiabank’s 2025 Accessible Canada Act Progress Report

To get a copy of Scotiabank’s Accessibility Plan, Progress Report, and Feedback process in an alternate format, or to give us feedback on Scotiabank’s accessibility practices please contact us:

Scotiabank’s Director, Seniors and Accessibility Programs, is responsible for receiving feedback related to accessibility topics for Scotiabank.

Scotiabank Head Office
Attn: Seniors and Accessibility Program Office
44 King St. West
Toronto, ON
M5H 1H1

clientaccessibility@scotiabank.com

1-800-4SCOTIA (1-800-472-6842)

1-800-645-0288 – Designated accessibility feedback telephone number

1-800-267-4726 (ASL/LSQ)

We welcome feedback from clients, employees and others on accessibility barriers, our Accessibility Plan, and our Progress Reports. To learn more, see Scotiabank’s Feedback Processes.

You can find a large print and accessible PDF version of the Progress Report on our website. Please ask us if you need print, braille, or an audio recording of our progress report.

We value consulting with people with disabilities to address accessibility needs and remove barriers. This year, our consultations for the Progress Report included research studies and a public survey.

We partnered with an accessibility research consulting company to conduct:

• research every three months on accessibility related topics and
• a study focused on the experiences of people with cognitive disabilities about banking alerts and notifications. Fourteen people participated, with the goal of creating a more accessible notification system.

In January 2025, we launched our Accessible Canada Act Progress Report Survey. It was available on Scotiabank.com for four weeks. The survey was available for Scotiabank clients, employees, the public and people with disabilities. An email was also sent to employees who identified as having a disability and had agreed to be contacted about inclusion programs.

A total of 503 respondents participated in the Progress Report survey, with:

• 322 identifying as having a disability
• 172 reporting barriers

The breakdown of disability identity among respondents was:

Survey respondents were asked about Scotiabank's progress on the Accessibility Plan. Results show:

Here’s what some survey respondents say we can work on:

• Communication, Technology and Service:
  
  • Improve online banking processes,
  • Provide more accessible resources for navigating web and mobile app functionalities, and
  • Add more specialized support when reaching out to the Global Client Experience Centres (contact centres).

Learn more about our efforts addressing these asks in Priority area 2: The built environment and Priority area 3: Information and communications technologies.

• Branch:
  
  • Add more seating and parking
  • Explore options for touch sensitivity ABM features for seniors and those with mobility restrictions.

You can find more on the actions we are taking in Priority area 2: The built environment and Priority area 3: Information and communications technologies.

Some of our employees shared areas we can improve:

• Workplace Accommodations:
  
  • More flexible work options,
  • Support on how to have accommodation conversations, and
  • Access to more assistive technology that works with internal platforms.

You can find more on the actions we are taking in Priority area 1: Employment, Priority area 3: Information and communication technologies and Accessibility awareness and training.

• Training and Awareness:
  
  • Improve people leaders’ understanding of mental and cognitive disabilities and how it can impact work tasks, and 
  • Remove stigma for employees who disclose that they are a person with a disability.

Learn more about our efforts addressing these asks in Accessibility awareness and training.

Survey respondents noticed and shared areas where Scotiabank has made notable progress:

• Awareness and Consultations:
  
  • Increased accessibility and disability awareness through webinars, guest speakers, newsletters, and marketing materials.
  • Provided training and resources on inclusive language and accessibility to reduce stigma.

More details can be found in Priority area 1: Employment and Priority area 6: The design and delivery of programs and services.

• Client Services:
  
  • Significant progress made in offering more documents in alternate formats and ensuring they’re available in our branches.
  • Implemented more accessible digital technology and easier access to large print documents for clients with visual disabilities.
  • Consulted with people with disabilities to identify service gaps and raise awareness for inclusive services.

See Priority area 2: The built environment, Priority area 3: Information and communications technologies and Priority area 6: The design and delivery of programs and services for achieved results.

• Mental Health:
  
  • Increased employee insurance coverage for mental health.
  • Raised awareness for inclusive hiring practices.
  • Focused on mental health awareness at our internal events to reduce workplace stigma.

        Learn more in Priority area 1: Employment.

• Workplace Accommodations:
  
  • Supported employees with disabilities by providing necessary equipment and ensuring accessible office locations.
  • Increased transparency on how employees can get assistance and make tools and technology available to support accessibility needs.

       Learn more in Priority area 1: Employment.

Global Diversity Survey

In 2024, Scotiabank’s Global Diversity Survey offered employees from equity-deserving groups to freely self-identify. We used the Canadian insights from the survey to help us build a more inclusive workplace in Canada. We added an option in the survey for employees to be contacted for future inclusion initiatives.

Employment Equity Committee

The Employment Equity Committee continued to guide Global Human Resources on taking action, tracking, and reviewing Scotiabank’s Employment Equity Plans (EEP) for equity-deserving groups in Canada. The members of the committee represent various Canadian business lines, job levels, and equity-deserving groups. They ensure effective teamwork, inclusivity, and management of employment practices, policies, and systems.

Employee Systems Review

In 2024, we completed an Employment Systems Review to identify, understand, and remove barriers for employees from equity-deserving groups, including employees with disabilities. In this process, we:

• Reviewed more than 500 documents, including policies, training, and communications, to gauge how inclusion and equity are included in our practices.
• Gathered feedback from employees through an internal survey. We received about 1,600 responses from employees with disabilities.
• Hosted focus group sessions with equity-deserving employees to hear their lived experiences and feedback.
• Interviewed about 50 business partners to discuss wins and obstacles to inclusion.

The findings gathered will be used to develop our next EEP for people with disabilities.

The Accessible Canada Act Progress Report Survey results are shared in the same way as the accessibility feedback process. Learn more in our Feedback section.

In addition to consultations, from February 1, 2024, to January 31, 2025, we received and reviewed 1,550 pieces of client feedback and 93 pieces of employee feedback related to accessibility.

This past year, we received 93% more pieces of client feedback than in 2023. Based on the accessibility feedback we received and analyzed:

• 62% was related to the design and delivery of programs and services.
• 12% was related to physical spaces.
• 12% was related to information and communication technologies.
• 7% was related to communication.
• Less than 1% was related to employment.

We didn’t receive feedback related to purchasing goods, services, and facilities or transportation.

Positive client feedback

Scotiabank has received positive feedback from clients with disabilities, particularly regarding:

• Scotiabank Mobile App: Some clients found the mobile app accessible, intuitive, and easy to use with assistive technology. Clients commented on:
  • how the design and layout enhanced the user experience and
  • the mobile chat feature was appreciated.

• Branch Accessibility: We have many branches across Canada with different building designs. These differences can impact the accessibility experience for clients. In some of our branches, the valued features were:
  • ramps,
  • automatic door openers,
  • seating,
  • parking,
  • accessible washrooms, and
  • Automated Banking Machines (ABMs).

Branch employees were also praised for their helpfulness and dedication to providing accessible services.

• Global Client Experience Centres (contact centres): The Global Client Experience Centres were noted for their friendly, understanding, and efficient service for people with accessibility needs.

Barriers and opportunities highlighted in client feedback

The top three themes in client feedback are:

• Theme 1- Accessible Services and Accommodations:
  • Offer personalized banking services to accommodate clients' preferences and reduce the need for physical branch visits, especially for those with mobility restrictions. Include remote and digital banking service options.
  • Provide training for employees to better support clients with disabilities.

For more information, see Priority area 6: The design and delivery of programs and services and Accessibility awareness and training.

• Theme 2- Process and Policy:
  • Improve digital verification with more text-based options for Deaf, deafened and hard of hearing clients,
  • Simplify processes like opening registered disability savings plans (RDSP), contacting contact center, and redeeming rewards online, and
  • Streamline procedures for clients with disabilities who have a power of attorney.

• Theme 3- Scotiabank Branches:
  • Add more seating and accessible parking spaces to enhance convenience and comfort,
  • Provide more timely assistance for clients with disabilities to reduce waiting times and improve client experience.

For more information, see Priority area 2: The built environment.

We received 93 responses from our Employee Accessibility Feedback Survey. Based on the accessibility feedback we received and analyzed:

• 35% were related to physical spaces.
• 25% were related to our culture.
• 24% were related to employment.
• 22% were related to accommodation.
• 22% were related to technology.
• 17% were related to communication and resources.

Barriers and opportunities highlighted in employee feedback

The top three themes in employee feedback are:

• Theme 1- Physical Spaces:
  • Limit the use of fluorescent lighting, and
  • Stronger enforcement of our scent-free policy

• Theme 2- Accommodations:
  • Increase awareness of the accommodation process among managers, and
  • Reduce time to implement accommodations.

• Theme 3- Technology:
  • Increase leadership awareness of accessible technology options, and
  • Introduce a more accessible onboarding strategy to help new and existing employees learn about these technologies.

We work as a team with our colleagues to address accessibility feedback. Our Seniors and Accessibility Programs team manages client feedback, while the Global Inclusion team manages employee feedback. Over the past year, we have improved our process to enhance accountability and better address feedback.

One way we enhanced our feedback process is with the launch of the Employee Accessibility Feedback Survey in May 2024 during National AccessAbility Week. This survey helps us gather information from our employees to identify ways to improve our accessibility tools, processes, resources, and culture. Canadian employees can complete the survey once per day.

We share feedback insights and trends with our colleagues. We work together to find ways to improve our policies, processes, and services. Then, the teams will prioritize recommendations and develop action items that are shared in future accessibility plans.

This section shows our progress in removing and preventing barriers and our efforts to mature our accessibility practice. Snapshot of progress in 2024:

• Completed nine commitments on time or ahead of time. This means:
  • We have completed more than 80% of our commitments in two priority areas. See Priority area 4: communications, other than information and communication services, and Priority area 6: The design and delivery of programs and services.
  • We have completed 100% of our commitments in Priority area 5: The procurement of goods, services and facilities.
• Extended our timeline on four commitments as we hear more from people with disabilities and as additional regulations are released. Priority area 2: The built environment, Priority area 3: Information and communication technologies and Priority area 6: The design and delivery of programs and services.
• Continued to work on 10 commitments, which are on track to be completed on time. See Priority area 1: Employment, Priority area 2: The built environment, Priority area 3: Information and communication technologies, Priority area 4: Communication, other than information and communication technologies, and Priority area 6: The design and delivery of programs and services.

While creating our Accessible Canada Act plan and progress reports, we learned it’s important to have an easy way to team up and stay aligned to manage accessibility barriers across the bank.

In 2024, we created an Accessibility Operating Model framework with seven key areas. This model explains how we work together at Scotiabank, to mature our accessibility practice. A committee, made up of members from different areas of the bank, manages each key area. The leaders and employees with subject matter expertise in these committees create and carry out action plans to identify, remove and prevent barriers. The Seniors and Accessibility Programs team oversees these plans and reports to a senior executive committee that drives strategic accessibility efforts.

By working together, we aim to:

• Improve client experience by using feedback insights to adapt and launch banking services, websites, mobile apps, and products that meet client needs.
• Increase transparency by tracking barriers found and progress made towards removal and prevention of barriers across our key areas.
• Enhance overall accessibility experience for clients and employees through coordinated efforts across the bank.

We are committed to developing a mature accessibility practice by continuously refining our strategies, fostering inclusivity, and using innovative technology to meet the evolving needs of our clients and employees.

We continue to offer comprehensive learning options, including online live sessions, eLearning modules, and how-to videos to our employees. These resources help them to lead the way in creating an inclusive environment for clients and employees.

Digital Accessibility Learning Program

The Digital Accessibility Learning Program is an award-winning training program. The Seniors and Accessibility Programs team offers live sessions on the topics:

• Web and Mobile,
• Digital learning, and
• Documents.

In 2024, 562 employees joined these sessions.

Quotes

Awareness training

In 2024, the Seniors and Accessibility Programs team trained 204 employees through tailored sessions in accessibility awareness and best practices.

91% of participants would recommend this training to colleagues.

In 2024, Global Human Resources enhanced accessibility awareness through various training initiatives, including disability awareness modules, workshops on accessible documents, and mental health training. These efforts, including a partnership with Disability:IN, aimed to create inclusive workplaces and support employees with disabilities.

Rethinking Accessibility Training

Over 50,000 employees have taken our Rethinking Accessibility Training eLearning course. The course helps employees understand: 

• Accessibility law,
• How to support clients with disabilities, and
• Our responsibility to offer accommodations.

Learning x Accessibility Working Group

The Seniors and Accessibility Programs team collaborated with Global Learning and Development to lead a working group dedicated to improving the accessibility of digital learning for employees with disabilities. In 2024, we launched the eLearning Accessibility Foundations Playbook and enhanced the Digital Learning Accessibility Portal. These resources provide practical advice and best practices for creating inclusive digital learning experiences.

Neurodiversity Learning Playlist

We created a Neurodiversity Learning Playlist, which is a series of courses available to employees on our internal learning platform. This playlist trains employees on:

• What Neurodiversity is,
• How to champion inclusivity

The goal of the playlist is to reduce stigma and advance belonging.

Digital Accessibility Portal

We released a guide on how to create accessible digital documents. In the guide we include instructions on how to make Microsoft Word and Microsoft PowerPoint accessible to everyone.

Accessibility Portal

The Accessibility Portal is an internal website to help employees provide accessible client support and create an inclusive workplace. The website has resources, best practices, tools, and information for employees.

Recently, we added new accessibility accommodations resources. These resources cover common client accommodations topics such as:

• Technology: Automatic Bank Machines (ABMs), point of sale terminals, and mobile app,
• Communication Tools: Microsoft Teams, Third-Party Video Relay Calls, Communication Access Real-Time Translation (CART) Services, and Sign Language Interpreter services, and
• Processes: Power of attorney

We have also created a new guide for employees and their managers on how we ensure accessibility and inclusivity at every stage of employment.

Employee Resource Groups

At Scotiabank, our employees can join Employee Resource Groups (ERGs). In 2024, these groups helped raise awareness about accessibility:

Mental Health & Wellness ERG, hosted sessions on:

• Non-apparent disabilities, with Lorne Needle (He/Him) from Disability:IN. The event focused on how to create a welcoming and empathetic environment.
• Tools to support employees with disabilities for Global Client Experience Centres (contact centres) leaders in partnership with Disability:IN. 
• Suicide awareness and intervention, to debunk myths and help employees support their own and their families’ mental health.

DiversAbility ERG: 

• Held a session on employee engagement and career advancement, with insights from Disability:IN. The session showed how better engagement can improve retention, advancement, and performance, and shared successful strategies from top companies.

International Day of Persons with Disabilities Global Event

We hosted the International Day of Persons with Disabilities (IDPWD) Global Event, focusing on "Accessibility by Design." The theme focused on making accessibility part of everything we create and do. The event featured a spotlight video on ScotiaRISE, our 10-year, $500 million commitment to help disadvantaged groups, including persons with disabilities.

The webcast included a: 

• Keynote from Sinéad Burke (She/Her), founder and CEO of Tilting the Lens, which provides consulting services with the mission to create a more equitable and accessible world.
• Panel discussion with our DiversAbility ERG members, sharing their lived experiences, and how allies can help build an inclusive workforce.
• Video on Enterprise Accessibility, showing what we are doing to improve accessibility at Scotiabank and Tangerine.

Scotiabank has partnered with the Canadian National Institute for the Blind (CNIB) and committed $1.2 million dollars in support of their Come to Work Program. This program helps people who are blind, partially sighted, or deafblind by offering skill-building opportunities in self-advocacy, assistive technology, leadership, and providing paid internships and entrepreneurial support. Learn more about our efforts, “Helping people with sight loss reach their career goals.”

We also continue to support the Rick Hansen Foundation (RHF) School Program, which creates an inclusive learning environment for students with disabilities by offering accessible educational resources and promoting disability awareness.

For our IDPWD event, we partnered with:

• CNIB
• Easter Seals Canada
• Holland Bloorview Kids Rehabilitation Hospital
• Instituto Pedagogico Para Problemad de Languajes
• RHF

We are continuing our partnership with Disability:IN, a non-profit company dedicated to promoting disability inclusion in business. In 2024, we hosted events for our employees that offered leadership opportunities, professional development, and best practices related to supporting employees and clients with disabilities. For more details on our partnership, see our Community Engagement section.