Multi-year accessibility plan

The Accessibility for Ontarians with Disabilities Act (AODA) seeks to provide a fully accessible Ontario by 2025. Specifically, the Integrated Accessibility Standards Regulation (IASR) requires every employer with 50 or more employees, to develop and post a Multi-Year Accessibility Plan on their website by January 1st, 2014. In accordance with the IASR, Questrade’s multi-year accessibility plan outlines our strategy to prevent and remove barriers to accessibility.

Questrade Wealth Management Inc. and Questrade, Inc. are wholly owned subsidiaries of Questrade Financial Group Inc.. We will collectively refer to Questrade Wealth Management Inc. and Questrade, Inc. as Questrade in the multi-year accessibility plan.

General requirements

Accessibility policies
The Questrade accessibility policy has been created to govern how Questrade achieves or will achieve accessibility through meeting the requirements of the IASR. An organizational statement of commitment to meet the needs of persons with disabilities in a timely manner has been included in the Questrade accessibility policy. When requested, it will be available to the public and will be provided in an accessible format.

Accessibility committee
We have established the Questrade AODA (Accessibility for Ontarians with Disabilities Act) Committee to ensure our compliance with the requirements of the IASR. The committee is responsible for:

  • Preparing and implementing Questrade’s multi-year accessibility plan
  • Tracking and reporting the progress of the plan

In addition, the committee receives, responds to, and acts on accessibility matters received from the Ontario Ministry of Labour, the general public, and from Questrade’s employees.

Accessibility plans
Questrade’s multi-year accessibility plan is complete and posted on the company website and will be reviewed by the committee at least once every five years.

Self-service kiosks
Questrade staff will have regard to the accessibility for persons with disabilities when designing, procuring, or acquiring self-service kiosks.

The Questrade Accessibility Committee will develop and provide training for appropriate persons within the organization. This training will cover the requirements of the accessibility standards and the Human Rights Code. This training will be developed such that its content is appropriate to the duties of the employees or other persons that it is provided to (e.g. specific training will be created for managers). The training will be provided as soon as practicable and appropriate records will be kept. In the case that policies and procedures change, additional training will be provided.

Information and communications

Accessible formats of feedback-related documents are available upon request for persons with disabilities. We will ensure that a formal process for receiving and responding to feedback is in place as outlined in the IASR – Information and Communications Standard. Here’s how you can share your feedback with us:

The Accessibility Committee will determine how to best notify the public about the availability of accessible formats of feedback documents.

Accessible formats and communication supports
Questrade will develop a strategy and process for persons requesting accessible formats and communications supports related to information about Questrade goods and services. Questrade will consult with the person on their accessibility needs and develop a process for responding to requests. Questrade will incorporate language into marketing materials stating that accessible formats may be made available on request. Questrade will comply with these regulations by the dates outlined in the IASR.

Emergency procedures, plans, or public safety information
Questrade will, at a minimum, meet the requirements of the Act with respect to emergency policies, procedures, and practices. Public safety information related to the emergency procedure or plans will be provided in an accessible format upon request, as soon as practicable.

Accessible websites and web content
We will work with our internal web development team to ensure that the company achieves the appropriate level of World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) within the timelines outlined in the IASR.

Employment Recruitment

Questrade will notify employees and the public about the availability of accommodation for applicants with disabilities in its recruitment process. The Questrade career webpage will make applicants aware that accommodations are available upon request in accordance with AODA. This update will be put in place in accordance with the deadlines outlined in the IASR.

Recruitment, assessment, or selection process
Language will be incorporated in notifications to applicants that accommodations are available upon request during the recruitment process. The Accessibility Committee will create a process for obtaining/providing requests in a matter that takes into account the applicant’s needs. These internal recruitment processes/procedures will be put in place in accordance with the deadlines outlined in the IASR.

Notice to successful applicants
Offers of employment will be reviewed and updated to include policies on accommodating employees with disabilities. These updates will be put in place in accordance with the deadlines outlined in the IASR.

Questrade will take the following steps to develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability:

  • We will develop a process for developing and documenting individual accommodation plans, including all the action items outlined in the IASR.
  • To help those who have been absent from work due to a disability, we will develop a return-to-work process. This will include the steps that Questrade needs to take to facilitate the employee’s return to work and take into account the employee’s individual accommodation plan.

Questrade will take the following steps to ensure the accessibility needs of employees with disabilities needs are taken into account if Questrade is using performance management, career development, and redeployment processes:

  • The current performance management process will be reviewed to ensure accessibility is incorporated.
  • Career development and advancement processes will be reviewed to ensure accessibility is incorporated.

Questrade will take the following steps to prevent and remove other accessibility barriers identified:

Emergency response information
When required, we will provide individualized workplace emergency response information to employees who have a disability. We will also obtain consent from the employee to share the information with those designated to provide assistance in the event of an emergency. Upon request, a member of the joint health and safety committee will work to provide accommodation to the individual as soon as possible. The emergency workplace response plan will be reviewed and updated in accordance with the IASR requirements.

Informing employees of supports, accessible formats, and communication supports for employees
Questrade will develop a process for informing employees of accessibility policies used to support employees with disabilities. These policies will be communicated as soon as practicable as deemed by the accessibility committee, and updated policy information will be provided as needed. Questrade will develop a process for consulting and making arrangements for employees who request communications in accessible formats as per the requirements in the IASR.

All action items listed in the above section will be completed by the dates outlined in the IASR.

Design of public spaces

Questrade will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces such as:

  • Service-related elements such as service counters, fixed queuing lines, and waiting areas

Questrade will develop procedures for maintaining accessible public spaces and to address any temporary disruptions.

All action items listed in the above section will be completed by the dates outlined in the IASR.

Contact us

For more information on the Questrade Accessible Customer Service Policy, or to request this accessibility plan in an accessible format, please contact a member of the accessibility committee:

Email: [email protected]
ATTN: Questrade Accessibility Committee
North American Centre
5650 Yonge St, Suite 1700
Toronto, Ontario
Phone: 1.888.783.7866

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