Scotiabank is committed to providing accessible customer service to people with disabilities. This means that we will provide goods and services to people with disabilities with the same high quality and timeliness as others. Consistent with Scotiabank’s commitment to providing accessible customer service, Scotiabank:
- Created a Customer Service Tips guide for customer facing staff.
- Implemented a process for customers to request accessible formats.
- Will provide sign language interpretation, upon request at no cost to the customer.
- Created American Sign Language (ASL) versions of key help articles in Scotia Online and the Mobile app.
- The Bank Your Way site includes information on how to use the accessibility features built into our mobile and online banking applications.
Information & Communications
Scotiabank is committed to ensuring that it makes information and communications accessible to people with disabilities. We are committed to providing accessible ways to communicate with customers and employees in order to ensure participation and respect no matter how they choose to interact with the bank.
Scotiabank is dedicated to making our websites accessible for each and every customer – regardless of ability, context or situation. We believe online banking can and should be barrier-free and that good design should reflect the diversity of the people who interact with it. Consistent with this commitment, Scotiabank has taken the following steps:
- Compliance with the Web Content Accessibility Guidelines (WCAG) for public facing websites, applications and digital content;
- Scotia Digital established a Digital Accessibility team with a focus of enabling and empowering teams to take accountability for accessibility within their business lines;
- Launched a roles-based digital accessibility training curriculum called A11yBoost. Over 2,400 employees in 5 countries have participated to- date;
- The global design system, Canvas, used in the design and development of our digital banking experiences meets Web Content Accessibility Guidelines (WCAG); and,
- The Design Research groups at Scotia Digital set goals to ensure that customers with disabilities are represented in user research.
Scotiabank is committed to providing accessible spaces for customers and employees. This is achieved by complying with applicable legislation and building codes across Canada. Not only do physical spaces help us build barrier free spaces, but they help us build spaces that are inclusive for everyone. Scotiabank also ensures it complies with applicable accessibility laws and regulations when building or making major changes to public spaces. Further in the event of a service disruption, we will notify the public of the service disruption and alternatives available.
Automated Banking Machines
Scotiabank takes accessibility into account for people with disabilities when we are designing, building or planning for self-service kiosks, including ABMs. We provide these features so that our customers can use our services and make choices while ensuring independence and autonomy. Consistent with this commitment, Scotiabank:
- Co-designed the audio navigation on our ABM’s with customers who are blind.
- Ensured that the ABM’s meet the CSA Standard (B651) for accessible ABM’s including Scotia Digital employee involvement with Canadian Standards Association Committee for updating Automated Banking Machine accessibility standards.