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Accessibility at Meridian

Accessibility at Meridian

Our commitment

Meridian Credit Union and its subsidiary Meridian OneCap Corporation (collectively, “Meridian”) is committed to providing goods and services in a way that respects the dignity and independence of people with disabilities.  Meridian is also committed to giving people with disabilities the same opportunity to access its goods and services and allow them to benefit from the same services, in the same place, and in a similar way as other Members.  Meridian is committed to meeting its obligations under the Accessibility for Ontarians with Disabilities Act (“AODA”).

As part of these commitments, Meridian developed a multi-year accessibility plan which outlines its strategy to prevent and remove barriers to accessibility and to meet the requirements under AODA (the “Accessibility Plan”).

Meridian’s Accessibility Plan will be reviewed and updated at least once every five years and as required.

Past achievements to remove and prevent barriers

Meridian takes pride in the efforts it has made to improve accessibility for people with disabilities and to meet the requirements of AODA, including:

  • Accessible parking spaces and ramps at doorways at its community branches and corporate offices.
  • Power-assisted door openers found in 96% of branches.  Meridian is working towards having power-assisted door openers in all branches.
  • Trained Contact Centre representatives in Meridian’s Contact Centre to support teletypewriters (“TTY”) which is text telephone technology for Members with hearing impairments.
  • Web Content Accessibility Guidelines (“WCAG”) 2.0 AA standard on the Meridian website.  Through continuous automated and manual testing, Meridian ensures that its website is accessible to all users with different abilities.
  • All employee e-learning is deployed using the WCAG 2.0 AA standard.

Meridian provides tailored products, services, and advice for persons with disabilities

  • Meridian provides support for its Members with disabilities through outreach, advocacy, financial education, and more, including:
  • A Registered Disability Savings Plan product which is a government registered savings plan intended to help an individual who is approved to receive the disability tax credit to save for their long-term financial security.
  • A Meridian Accessibility Branch Champion Program which is a voluntary learning program for Meridian branch employees on how to best service its Members with disabilities.
  • Capability to administer Henson trusts; a type of trust designed to benefit people with disabilities.

Meridian undertakes workplace initiatives to support employees with disabilities and their families, including:

  • An employee resource group dedicated to improving accessibility and removing barriers for Members and employees.
  • Support for job applicants with a disability.
  • An employee and family assistance program that aids employees who are working and living with a disability, and/or have family members with a disability.
  • Education sessions with experts to help employees better understand disabilities and learn how Meridian can support Members and other employees with disabilities.

Multi-year accessibility plan

General requirements

Accessibility plans

Employment standards

Customer service

Your feedback matters

Feedback regarding the way Meridian provides goods and services to people with disabilities can be made by using the process outlined below. All feedback is taken seriously and each communication is directed to the responsible department for review and necessary action. Members can expect to receive acknowledgment of receipt and a commitment to investigate the next business day.

Complaint Process

If you have a problem, issue or complaint of any sort, we encourage you to contact us following the process outlined below.

Step 1

In advance, gather all the relevant information, such as:

Your preferred method of reply: mail, e-mail, or phone (if phone, when is the best time to call)

Date(s) of occurrence

Supporting statements or documents, if any

The names of any specific employees involved

Clarify the situation and sequence of events in your own mind, and then determine what you would like us to do.

Step 2

Contact your local branch.

Our employees are empowered to handle virtually any problem that you may have encountered.

If branch employees are unable to fully rectify your concern, please don't hesitate to ask to speak to your Branch Manager.

Step 3

If the employee or Branch Manager was unable to satisfy your concern, you may wish to escalate your concern further by contacting our Member Relations Officer:

By Mail: Meridian

Attention: Member Relations Officer

75 Corporate Park Drive

St. Catharines, Ontario L2S 3W3