Article
Canada’s banks are leaders in providing accessible environments for their customers and employees and are committed to preventing and removing barriers to accessing banking services.
Accessible banking
Most banks have dedicated accessibility groups within their human resource and information technology functions. These groups have a mandate to offer barrier-free facilities and services in their branches, offices, and bank machines, and through their websites, phone banking and mobile applications. Examples include:
- Enhancements at branches such as door operators, ramps and washroom upgrades
- Sign language interpreters upon request
- Braille, large print and audio for various customer materials
- Accessibility features on websites, such as colour contrast and the ability to increase text size
- Teletype technology for telephone banking
- Video relay services that allow customers with hearing loss and use sign language to conduct their banking remotely
- Features on mobile apps including sounds and vibrations that let customers know when transactions are complete and large buttons to assist customers who only have the use of one hand or who have a tremor
About the Accessible Canada Act
The Accessible Canada Act (ACA or the Act) is a federal legislation aimed at identifying, preventing and eliminating barriers to create a more accessible and inclusive Canada. It sets out goals to make Canada barrier-free by 2040, with a focus on areas such as employment, built environments, communication technologies, and service delivery, etc. The Act applies to organizations under federal jurisdiction, including banks, telecommunications, transportation, and government services. More information about the ACA can be found on the Government of Canada website.
Canada’s banking sector supported Bill C-81 - An Act to ensure a barrier-free Canada (the Accessible Canada Act) which came into force in 2019. The Canadian Bankers Association (CBA) was actively involved in the consultation process that led to the Act and supported regulations that set the standards for accessibility in Canada.
The legislation benefits all Canadians, especially persons with disabilities, through the proactive identification, removal, and prevention of barriers to accessibility in seven priority areas:
- Employment
- The built environment
- Information and communication technologies (ICT)
- Communication other than ICT
- The design and delivery of programs and services
- The procurement of goods, services and facilities
- Transportation
The ACA applies to a wide range of federally regulated entities. This includes, for example:
- Industry sectors such as banking, telecommunications and transportation
- Government of Canada departments and agencies
- Parliament
- Crown corporations
- Canadian Armed Forces
- Royal Canadian Mounted Police
- First Nations band councils
The ACA requires regulated entities to prepare and publish accessibility plans, set up feedback processes and report openly on progress. The ACA gives the authority to create and enforce accessibility regulations.
Requirements under the ICT Standards and Regulations Under the ACA - The ACA outlines standards related to ICT that organizations should adhere to, ensuring that technology and digital services are accessible to all. Under the proposed regulations, as of June 1, 2028, when purchasing products or services related to their web pages, mobile applications and digital documents, federal public sector organizations and large businesses would be required to obtain an accessibility conformance assessment against the CAN/ASC-EN Standard. An accessibility conformance assessment describes which requirements from the CAN/ASC-EN Standard would apply to the digital technology being purchased, shows whether the digital technology conforms to those applicable requirements or not, and gives the reasons why.
Enforcement - The Accessibility Commissioner is responsible for enforcing the ACA for organizations such as the Government of Canada, parliamentary entities, and banks. Under the ACA, administrative monetary penalties (AMPs) are meant to promote compliance.
To ensure compliance, the Commissioner may use tools like inspections, production orders, compliance orders, notices of violation (with penalties up to C$250,000), and compliance agreements.
Complaints - Individuals may file a complaint if an organization fails to comply with the ACA, resulting in physical or psychological harm, property damage, financial loss, or other adverse effects. These complaints are handled by the Accessibility Commissioner.
Note: Accessibility complaints under the ACA are separate from discrimination complaints under the Canadian Human Rights Act (CHRA). Organizations that meet accessibility requirements may still face discrimination complaints under the CHRA.
Support for employees
Banks are leaders in supporting and developing inclusive workplaces. Banks offer individual solutions to employees with accommodation needs to ensure they continue to foster an accessible work environment.
Banks have moved accessibility mandates forward in their institutions through various approaches including accessibility committees, policies and strategies, all with the goal to continuously work towards amplifying the voices of employees with disabilities.
More work to be done
Banks recognize that although significant progress has been made in making Canada more inclusive, people with disabilities still encounter barriers. Banks are committed to continually working to improve the inclusive design of their branches, products and services.
You can find out more about banks’ accessibility commitments on their websites: