Accessibility Statement (AODA)

Accessible Member Services Policy (AODA)

The mission of the Community First is to provide financial comfort to our Members by minimizing anxiety generated from significant changes and choices in the financial services market.

In fulfilling our mission, CFCU strives at all times to provide its products and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our products and services and allowing them to benefit from the same services, in the same place and in a similar way as other Members.

Click here to read our most up-to-date Accessibility Policy.

Application of the Accessible Member Service Policy 

The Accessible Member Service Policy applies to all Employees of the Credit Union.  In this policy, the term “Employee” includes all staff, contract service providers and directors of the Credit Union.

Click here to read our most up-to-date Member Service Policy.

Providing Products and Services to People with Disabilities

CFCU is committed to excellence in serving all Members including people with disabilities and we will carry out our functions and responsibilities in the following areas:

Definitions Expand/Collapse

“Assistive devices” shall mean an auxiliary aid such as communication aids, cognition aids, personal mobility aids and medical aids (i.e. canes, crutches, wheelchairs, or hearing aids).

“Employees” shall mean every person who deals with members of the public or other third parties on behalf of CFCU, whether the person does so as an employee, agent, volunteer or otherwise.

“Persons with Disabilities” shall mean those individuals who have a disability.  “Disability” as defined under the Ontario Human Rights Code is:

  • 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;
  • a condition of mental impairment or a developmental disability;
  • a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
  • a mental disorder, or;
  • 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 Animals” shall mean any animal individually trained to do work or perform tasks for the benefit of a person with a disability.

“Support persons” shall mean any person whether a paid professional, volunteer, family member, or friend who accompanies a person with a disability in order to help with communications, personal care or medical needs or with access to products or services.

Communication Expand/Collapse

We will communicate with people with disabilities in ways that take into account their disability. We will offer to communicate with Members by telephone, telephone relay, email, courier, mail and/or fax, provided the identity of the Member has been verified.

We will train employees who communicate with Members on how to interact and communicate with people with various types of disabilities.

Assistive Devices Expand/Collapse

We are committed to serving people with disabilities, who use assistive devices to obtain, use or benefit from our products and services. We will ensure that our employees are trained and familiar with various assistive devices that may be used by Members with disabilities while accessing our products or services.

Financial Documents Expand/Collapse

We are committed to providing accessible financial documents to all of our Members. For this reason, financial documents will be provided, upon request, in the following formats: hard copy, Braille, by email, electronic format and by phone

We will answer any questions Members may have about the content of statements or notifications in person, by telephone or email, provided the identity of the Member has been verified.

Service Animals Expand/Collapse

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all employees, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

Support Persons Expand/Collapse

We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter CFCU’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Where confidentiality is important because of the kinds of information discussed, CFCU must obtain the consent of the member and may require the support person to sign a confidentiality agreement.

Notice of Temporary Disruption Expand/Collapse

CFCU will provide Members with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

The notice will be placed at all public entrances and service counters on our premises. In the case of an extended disruption notice will also be placed on the CFCU website.

Training for Staff Expand/Collapse

CFCU will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approval of Member service policies, practices and procedures. Individuals in the following positions will be trained:
Member Service Representatives, Financial Service Representatives, Wealth Advisors, Managers, Board of Directors, Head Office, Administrative Employees, and Branch Employees

New employees will receive this training within the first 30 days after the employee commences their duties.

Training will include the following:

  • The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • What to do if a person with a disability is having difficulty in accessing CFCU’s products and services
  • CFCU’s policies, practices and procedures relating to the Customer Service Standard.

Applicable employees will be trained on policies, practices and procedures that affect the way products and services are provided to people with disabilities. Employees will also be notified when changes are made to these policies, practices and procedures.

Employment at Community First Expand/Collapse

Community First encourages applications from all qualified candidates.  CFCU has a great record for accommodating persons with disabilities.  Job Candidates are encouraged to contact Shannon McFadden, Human Resources Manager, if they need accommodation at any stage of the application process or want more information on our accommodation policies.

Community First is committed to the success of all its employees.  If current employees require accommodation because of illness or disability, they are encouraged to contact Human Resources.

Feedback Process Expand/Collapse

It is the goal of YNCU to meet and surpass member/customer expectations while serving persons with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

If members/customers are having difficulty accessing our services, or wish to share their feedback, the following methods may be used:

  • Email to
  • Postal mail to Access Feedback, YNCU, 38 Executive Place, Kitchener ON N2P 2N4
  • Telephone 1-888-413-YNCU (9628) and speak with a Service Excellence Associate
  • Speaking with a Manager at any branch, who will forward comments to the Access Co-ordinator in Human Resources
  • By completing a comment form in any branch, or
  • By completing a comment form through the website (go to and click ‘Contact Us’ at the top of any page, then click Online Contact Form. From the dropdown list select ‘Accessibility’. Type comments in the comment box.)

Where feedback indicates our service does not meet the requirements of this policy, complaints will be addressed as soon as reasonably possible and will be acknowledged no later than five (5) business days from the date of receipt. Members/customers can expect to hear back within five (5) business days.

Feedback may be shared anonymously however we will not be able to respond or acknowledge anonymous comments.

Questions About This Policy Expand/Collapse

This policy exists to achieve service excellence to Members with disabilities. If anyone has a question about the policy, or if the purpose of the policy is not understood, an explanation should be provided by, or referred to, the Director, Human Resources of CFCU.