Accessibility Services

Scotiabank is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equitable opportunity. We are committed to meeting the needs of people with disabilities, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements.

Accessibility is a journey, and at Scotiabank we are continually striving to improve accessibility of our products and services. If you have any questions or suggestions regarding our accessibility initiatives we welcome your feedback.

Scotiabank is committed to meeting the objectives and requirements outlined in the Accessible Canada Act (ACA), and to meeting the accessibility needs of persons with disabilities in a timely manner, through the implementation of the requirements of the ACA and its applicable regulations. Scotiabank believes in integration and equitable opportunity through a diverse and inclusive environment, and is committed to identifying, preventing and removing barriers to accessibility and meeting accessibility requirements.

While regulations to the Accessible Canada Act are being developed, Scotiabank has developed an Accessibility Plan which conforms with the requirements of the Accessibility for Ontarians with Disabilities Act, 2005 and its regulations.

The Accessibility Plan outlines the steps Scotiabank is taking to identify, prevent and remove barriers to accessibility and to improve opportunities for people with disabilities. Our Accessibility Plan was developed with the involvement of many stakeholders, including individuals with disabilities. Their time and expertise assisted us in creating an Accessibility Plan that we believe will have a positive impact on the way we identify, prevent and remove barriers.

For more information on the Accessibility Plan, please contact clientaccessibility@scotiabank.com.

Scotiabank is committed to meeting the diverse banking needs of our clients. We offer a variety of ways to do this including:

Scotiabank ABMs in our branches are physically accessible and include audio navigation for customers who are visually impaired. Wheelchair accessible Branches can be located by searching online at http://maps.scotiabank.com/

Scotiabank will take the initiative to communicate with individuals with disabilities in ways that account for their disability while remaining accommodating and respectful. These options include:

• Email, secure email, telephone, mail, in person meetings, TTY, live chat and relay services.
• Private conversations regarding personal financial information are also available using our live chat after signing onto ScotiaOnline.
• For customers who are culturally Deaf, oral deaf, deafened, hard of hearing, or speech impaired, our live chat is a secure option for communicating with our contact centres.
• Upon request, Scotiabank will make arrangements for Sign Language interpretation, which will be provided at no cost to the customer.

An accessible or alternate format for a document is a method of arranging information in a specific format in order to remove potential barriers to accessing and understanding information. Scotiabank is committed to providing accessible information and communication to its customers and recognizes that persons with disabilities may use methods other than standard print to access information. Some methods that Scotiabank offers include audio format, large text, accessible PDF and Braille.

You can request alternate format documents by:

• Calling 1-800-4-SCOTIA and entering your card or account number when prompted. When asked why you’re calling, say “Agent” or just press “0”.
• Speaking to your Scotiabank advisor.
• Emailing clientaccessibility@scotiabank.com to let us know exactly what you need.
• Using the live chat feature when it appears on the Scotiabank website.

Once we receive your request, your documents will be sent to you within 10 – 12 business days.

Website accessibility refers to the inclusive practice of designing websites so that people with disabilities and those with different or diverse abilities can understand content, navigate and interact online and have equal access to information and functionality. Scotiabank is committed to providing a website that is accessible to the widest possible audience. We are actively working towards achieving a fully accessible website that endeavours to conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 and is usable with assistive technology.

When it comes to meeting accessibility standards for our products and services, we’re always looking to improve. Whether we’re doing something you like, or if there’s something you think we can do better, we’d love to hear from you.

Feel free to contact us by email.

Your feedback will be reviewed by our accessibility team, where we will consider possible action and reasonable accommodations that can be taken to improve our services. If requested, we will provide accessible formats and communication supports in the feedback process.

If we didn’t meet your expectations, we want to know about it. If you wish to file a complaint, please refer to Scotiabank’s Complaints Handling page to learn more about the options available to you.