Accessibility for Persons with Disabilities

Accessibility for Persons with Disabilities

DUCA's AODA Policy


In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), this policy has been developed to ensure that all employees, Members, prospective Members, visitors or the general public, and applicants for employment have fair and equitable access to DUCA Financial Services Credit Union Ltd.’s (DUCA) programs and services and to improve opportunities for persons with disabilities.


This policy applies to all employees, Directors, independent consultants, contractors, Members, prospective Members, visitors or the general public, and applicants for employment.


Accessibility: refers to the design of products, devices, services, or environments for persons with disabilities.  Accessibility can be viewed as the "ability to access" and benefit from some system or entity.

Alternative Formats: alternate ways to provide goods and services. Some alternate formats can be used by everyone, while others are designed to address the needs of a specific

Assistive Device: a technical aid, communication device, or medical aid modified or customized, that is used to increase, maintain, or improve the functional abilities of persons with disabilities.

Barrier: anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an architectural barrier, an information or communications barrier, an attitudinal barrier, a technological barrier, a systemic barrier, policy, or a practice.

Disability: Under the AODA, disability is defined in the same manner as in the Ontario Human Rights code:

  1. Any degree of physical disability, infirmity, malformation, or disfigurement that is caused by bodily injury, birth defect, or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal, or on a wheelchair or other remedial appliance or device;
  2. A condition of mental impairment or a developmental disability;
  3. A learning disability or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
  4. A mental disorder; or
  5. An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Service Animal:  an animal is a service animal if it is readily apparent that the animal is used by the person for reasons relating to his or her disability, or if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Support Person: a person who accompanies a person with a disability to help with communication, mobility, personal care, medical needs, or with access to goods or services.

General Policy Guidelines

DUCA is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the AODA and Ontario’s accessibility laws.



We are committed to training all employees, Directors, and independent contractors in Ontario’s accessibility laws and aspects of the Ontario Human Rights Code that relate to persons with disabilities.

Training will be provided to all new employees upon hire and on an ongoing basis for existing employees to ensure all employees remain current with any policy or procedural changes as it relates to the AODA Customer Service or other Standards.

Self-Service Kiosks

We will consider accessibility for people with disabilities when designing, procuring, or acquiring self-service kiosks.

Information and Communications

We will communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible or alternative formats or with communication supports.

We will also meet internationally-recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.

Service Animals

We welcome persons with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the general public. While visiting any DUCA location, it is the responsibility of the person with the service animal to keep the animal under control at all times.

In the event an employee or Member has allergies to a service animal or expresses discomfort, we will offer alternate reasonable arrangements.

Support Persons

DUCA is committed to welcoming people with disabilities who are accompanied by a support person.  We will request consent from the person with a disability prior to communicating confidential information related to their business with DUCA in the presence of the support person.

Assistive Devices

DUCA is committed to serving people with disabilities who use assistive devices to obtain,

use or benefit from goods and services. Employees are familiar with various assistive devices that may be used by persons with disabilities while accessing goods or services. DUCA is committed to purchasing technology as required to ensure accessibility in accordance with the AODA and all associated regulations.


We will notify employees, applicants for employment, and the general public that accommodations can be made during recruitment and hiring.

We will notify employees that supports are available for those with disabilities. We will put in place a process to develop individual accommodation plans for employees.

Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency.

Design of Public Spaces

We will meet accessibility laws when building or making major changes to public spaces. Currently, DUCA’s public spaces include:

  • Outdoor paths of travel e.g. sidewalks, ramps, stairs, curb ramps, rest areas, and accessible pedestrian signals
  • Accessible off-street parking
  • Service-related elements e.g. service counters, fixed queuing lines, and waiting areas

We will put procedures in place to prevent service disruptions to the accessible parts of our public spaces.

Notice of Temporary Disruption

DUCA will make every reasonable effort to provide Members with notice in the event of a planned or unexpected disruption in the services or facilities usually used by persons with disabilities. This notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative facilities or services, if available.

DUCA will not be able to give advance notice in case of an emergency or unanticipated disruption.

Notices will be posted in accessible locations (including the website, if possible). Printed notices will be clearly laid out, of sufficient size and easily readable, and they will be displayed prominently at entrances, on notice boards, at service workstations, or self-service kiosks.


DUCA is committed to providing fair and equal access to facilities, products, services, employment and

programs for everyone, including persons with disabilities.

Feedback may be provided in person, by telephone, in writing, by email, or in an alternate format upon request.  DUCA’s public website contains contact information on the Contact Us page.

All feedback related to accessibility should be directed to the People & Culture department.

Changes to Existing Policies

We will review and modify or remove an existing policy that does not respect and promote the dignity and independence of people with disabilities.