Our Accessibility Vision

We are committed to include Ontarians of all abilities in realizing our vision.


LoyaltyOne’s Vision involves harnessing powerful insights of loyalty to enrich relationships between companies and their customers. We are committed to include Ontarians of all abilities in realizing our vision.


Accessibility Goals

LoyaltyOne complies with the Accessibility for Ontarians Act, 2005 (AODA). We view accessibility as providing our associates, customers and stakeholders with uninhibited access to all our services and information. Our goal is to be a barrier-free organization by identifying, removing and preventing barriers that may limit the involvement of people regardless of ability. Most importantly, the core principles of the Act - independence, dignity, integration, equality of opportunity for people with disabilities - are aligned with inclusion, our strategy to give persons with disabilities opportunity equal to that given to others to obtain, use or benefit from the goods and services provided on behalf of LoyaltyOne.


Our Accessibility Principles

  • To support initiatives that remove barriers and promote or increase equitable access to powerful relationships between companies and their customers enriched by loyalty.
  • To promote a healthy, barrier-free work environment where employees can participate fully in all aspects of their job.
  • To be a great place to work and celebrate our people by creating a rewarding and meaningful experience that is accessible to all employees, associates, customers, stakeholders and people with disabilities.
  • To maintain a comprehensive Accessibility Policy and a Five-year Accessibility Plan.
  • To provide, through our ongoing work, a range of accessibility services and support for people with disabilities.
  • To ensure that our information and communications to employees, associates, customers and stakeholders are accessible.


Complying with the Accessibility Standards for Customer Service Regulation

LoyaltyOne has been in compliance with the Accessible Customer Service Standards Regulation since 2012. We continue to ensure that in our day-to-day activities, we fulfill all the requirements of this Regulation in keeping with the principles of dignity, independence, equality and integration.  For example:

  • LoyaltyOne ensures that all new staff receive training on the requirements of the Regulation, with particular emphasis on how to serve and communicate with all people.
  • We welcome feedback in person, by mail or email, by telephone and by fax. The public is encouraged to provide feedback using the “Contact Us” area of the LoyaltyOne website. All feedback is sent to the appropriate General Manager for review and action.


Complying with the 2012 Requirements of the Accessible Employment Standards Regulation

LoyaltyOne meets the requirements of Section 27 of Accessible Employment Standards within the IASR. Under this section, we are required to provide individualized workplace emergency response information to employees who have a disability. If the employee requires assistance in case of an emergency, and consented to have information about his or her accommodation needs shared, LoyaltyOne will provide the workplace emergency response information to the person designated by LoyaltyOne to provide assistance to the employee.

  • LoyaltyOne employees have been notified of our commitment to work with them to create individual workplace emergency response information. The availability of accommodations is communicated to all employees on a regular basis. Alternate formats are used if required by specific employees. Our respectful process ensures privacy for people who self-identify as needing accommodation.
    • Where the need for an individualized workplace emergency response is identified, the designated Chief Fire Warden will confer with the employee to establish a specific emergency plan based on the needs of the individual employee.


Meeting our Accessibility Commitment Going Forward

Introducing the LoyaltyOne Five-Year Accessibility Plan

  • This Five-year plan was created to comply with Section 4 of the Integrated Accessibility Standards Regulation, which requires large organizations like LoyaltyOne to establish, implement, maintain and document a multi-year accessibility plan by January 1, 2014.
  • In 2017 there are new requirements related to exterior paths of travel; accessible parking; obtaining services, and maintaining accessible parts of our public spaces under the Design of Public Spaces Regulation. We are also required to continue to comply with the Accessible Customer Service Standards.
  • Much of our work in 2018 will be to ensure that we maintain our accessibility practices and fine-tune them to align with feedback. When the Accessible Built Environment Standards become law, we will integrate our strategies for any requirements that apply to LoyaltyOne into a revised version of our Five-year Accessibility Plan.
  • In addition to ensuring we are in compliance with accessibility regulations, our plans for 2018 will build on our growing understanding of how we can be more fully accessible, and where we can play a leadership role in accessibility that may go beyond strict compliance with the regulations.
  • We welcome feedback and requests in person, by mail or email, by telephone and by fax. The public is encouraged to provide feedback and/or requests using the “Contact Us” area of the LoyaltyOne website.