Capital One Canada Accessibility Plan 2026 – 2029

If you would like to provide anonymous feedback on our accessibility plan, we welcome you to do so on our Feedback page.

Download a PDF version of our Accessibility Plan for 2026–2029.

Table of Contents

Message from the President of Capital One Canada
General
Areas Described Under the Act
Governance and Culture
Employment
Built Environment
Information and Communication Technologies (ICT)
Communication, other than ICT
Design and Delivery of Programs and Services
Procurement of Goods, Services and Facilities
Transportation
Reporting and Implementation
Glossary

Message from the President of Capital One Canada

At Capital One, we remain committed to our mission to Change Banking for Good by helping Canadians to succeed with credit.

As a founder-led organization focused on long-term impact, Capital One Canada continues to put people at the centre of everything we do. We believe in the positive impact we can have in supporting our customers and our associates by delivering inclusive, accessible, and human-centred banking experiences.

The principles of the Accessible Canada Act closely align with our values. Diversity, Inclusion, and Belonging are core to our culture, and accessibility is a fundamental pillar of that commitment. In 2023, Capital One Canada took a significant step forward by publishing our first Accessibility Plan. Today, I am incredibly proud to share that we have successfully completed 100% of the commitments outlined in that inaugural plan. This is a significant milestone for us and a testament to the dedication of our teams across the organization.

Since that first milestone, we have made transformative progress in identifying and removing barriers. Our new 2026–2029 Accessibility Plan builds on that exceptional foundation. It outlines the next phase we will take to further strengthen our inclusive practices and further embed accessibility into how we design our products, services, and workplaces.

While we celebrate this achievement, we also recognize that accessibility is an ongoing journey. By continuing to listen, learn, and collaborate with our associates, customers, and community partners, we will keep working toward our goal of being a barrier-free financial institution.

I am inspired by the progress we have made and grateful for the partnership that continues to move this work forward. Together, we are contributing to a more inclusive and accessible Canada.

Sincerely,
Asa Harrington

President,
Capital One Bank, Canada Branch

General

Introduction

Capital One Bank (Canada Branch) (“Capital One”) is an authorized division of Capital One Bank, a subsidiary of Capital One Financial Corporation of McLean, Virginia. We’ve been offering Canadian consumers a range of Mastercard credit cards since 1996. Our corporate office is located in Toronto, Ontario.

The Accessible Canada Act (ACA) came into force in 2019 with the goal to realize a barrier-free Canada by 2040. It requires organizations to identify, remove and prevent barriers to accessibility. Capital One Canada created this Accessibility Plan to align ourselves with the ACA and to embed accessibility into our culture. We’re proud of the work we’ve done so far.

Accessibility Statement

Capital One understands that we have a responsibility to create a safe, dignified, and welcoming environment for everyone. We’re committed to working towards the goal of making Canada barrier free by 2040. This means ensuring our organization’s accessibility standards are inclusive and provide a barrier-free environment for all of our associates and customers.

Diversity, Inclusion and Belonging (DIB) are among our core values. We attract and develop talent from all backgrounds and experiences. We empower our associates to do great work by creating a culture of belonging and inclusion that values diverse perspectives, fosters collaboration, and encourages innovative ideas.

As an organization, we respect the needs of those who require any form of accommodation and are committed to accessibility for all.

We do this by incorporating accessibility best practices into our policies, procedures, equipment requirements, training and practices. As a part of our commitment, we’ll review these policies and practices annually, as organizational changes happen, in anticipation of plan update deadlines, or as otherwise required by law or regulation. In addition, we’ll strive to meet the needs of individuals with disabilities in a timely and effective manner.

Providing an accessible and barrier-free environment is a shared effort. We are committed as an organization to working to make accessibility for all a reality.

Feedback

Capital One welcomes feedback on accessibility, especially from persons with disabilities. We’ve established the following process for receiving and actioning feedback related to accessibility.

Feedback can be submitted anonymously or with contact information included. If the feedback includes contact information, it will be acknowledged within five business days. The feedback will be collected, considered, and shared with the rest of the business by the Canada Accessibility Office. It will then be forwarded to relevant divisions when necessary. Feedback submitted anonymously will not receive a response.

If the feedback includes contact information, any immediate action resulting from the feedback will be communicated to the person who submitted the feedback. All feedback related to accessibility will be captured in a central location for analysis and record keeping. Feedback will be used to help identify, prevent and remove barriers in a timely manner.

You can provide anonymous feedback through our feedback form.

Feedback to Capital One’s Accessibility Plan can be directed to:

Address:
Capital One Canada
Attention: Canada Accessibility Office
161 Bay Street, Suite 1800
Toronto, ON
M5J 2S1

Email address: accessibility.feedback.canada@capitalone.com

Telephone number: 1-800-481-3239

Consultation Process

To support the development of this Accessibility Plan, Capital One partnered with a third party to complete a full assessment of accessibility across the organization. This work builds on our previous Accessibility Plan and reflects a more detailed and expanded understanding of accessibility across our operations.

The assessment included a review of internal policies, processes, training materials, and accessibility-related documentation across the seven priority areas identified under the Accessible Canada Act. BDO also conducted interviews with managers, leaders and subject matter experts from across the organization to better understand how accessibility is experienced in practice. We engaged associates through a national survey, providing an opportunity to share feedback on barriers to accessibility and identify areas for improvement. In addition, one-on-one interviews were conducted with associates with lived experience of disability to better understand individual experiences and perspectives.

To further strengthen our understanding of accessibility in the digital environment, targeted user testing was conducted with individuals with disabilities, and a detailed accessibility assessment of our digital platforms was completed.

While this work focused primarily on internal consultation, we recognize the importance of engaging directly with customers with disabilities. We are committed to expanding our consultation approach in future planning cycles to include broader customer feedback.

The barriers and commitments outlined in this Plan are informed by the findings from this assessment and the feedback received through consultation activities.

Areas Described Under the Act

Section 5 of the Accessible Canada Act identifies seven priority areas for advancing accessibility. These priority areas are:

• Employment
• Built environment
• Information and communication technologies (ICT)
• Communication, other than ICT
• The procurement of goods, services and facilities
• The design and delivery of programs and services
• Transportation

In addition to these priority areas, Capital One recognizes the importance of Governance and Culture as a foundational element that supports progress across all areas of accessibility.

Each section will include information on what we’re doing well, barriers to accessibility that we’ve identified and the actions we’ll be taking over the next three years to remove or reduce those barriers.

Governance and Culture

This area focuses on how accessibility is embedded across Capital One through leadership, accountability and organizational culture. It includes governance structures, awareness, and how accessibility is integrated into everyday decision-making.

What we’re doing well

Capital One has made meaningful progress in strengthening how accessibility is governed and supported across the organization. Since our first Accessibility Plan, we have established formal structures, including a dedicated Accessibility Office, an Accessibility Committee, and executive oversight to help guide and advance this work. These structures help ensure accessibility is supported through clear accountability and ongoing oversight.

Accessibility is supported by a strong, values-driven culture. Associates consistently demonstrate a
commitment to inclusion and to “doing the right thing,” and accessibility continues to be recognized as an important part of how we support both our associates and our customers.

We continue to engage with associates, including those with lived experience of disability, through consultations and initiatives such as Business Resource Groups. These efforts help us better understand
barriers and identify opportunities to improve accessibility across the organization.

Barriers and actions

Barrier 1: Awareness of accessibility governance

While Capital One has established formal accessibility governance structures, awareness of roles, responsibilities and how to access support is not always consistent across the organization..

Action 1: Increase awareness of accessibility governance

We will strengthen awareness of our accessibility governance structure by clearly communicating roles, responsibilities and how associates can access support. This will include integrating accessibility into onboarding, leadership development and internal communications.

Barrier 2: Limited visibility of accessibility progress

Accessibility initiatives and progress are not always visible across the organization, which can make it difficult for associates to understand what is being done and how they can contribute.

Action 2: Improve communication and visibility

We will consistently share our accessibility progress, priorities and resources across the organization to improve transparency and support shared accountability.

Barrier 3: Inconsistent integration of accessibility

Accessibility isn’t always consistently integrated across all areas of the organization and may depend on individual knowledge or experience rather than established processes.

Action 3: Strengthen consistency across the organization

We will continue embedding accessibility into our processes, training, and decision-making to support more consistent and accessible-by-design practices across teams.

Barrier 4: Variability in leadership awareness and confidence

While leaders are supportive of accessibility, awareness and confidence in applying accessibility practices may vary across the organization.

Action 4: Strengthen leadership capability in accessibility

We will continue to support leaders by providing practical guidance and learning opportunities to help build confidence in applying accessibility and inclusive practices across teams.

Employment

The Employment priority area covers an associate’s entire experience at Capital One. It starts from the recruitment and onboarding process and ends when the individual leaves the organization. It also includes accommodation and short and long-term disability absences from work.

What we’re doing well

Capital One has continued to strengthen its approach to accessibility across the employment lifecycle. Over the past several years, we have made improvements to our accommodation processes, including introducing pre-approved accommodations and more coordinated review processes. These changes have helped reduce wait times and improve the overall experience for associates seeking support.

Accessibility is increasingly being integrated into training, onboarding and learning practices. Associates have access to training and resources related to accessibility and inclusion, including content focused on neurodiversity and inclusive workplace practices. Accessibility features, such as captioning and accessible formats, are also being used more consistently across learning environments.

We have also taken steps to improve transparency and access to information. In recruitment, candidates are provided with clear pathways to request accommodations, helping to support a more inclusive hiring experience. For employees, a centralized accessibility hub provides our associates and people leaders with key information, including guidance on accommodations, available supports, and how to access help.

Barriers and actions

Barrier 1: A coordinated approach to employment accessibility is still evolving

While accessibility is part of many employment practices, we have an opportunity to create an organization-wide approach with defined priorities, accountability and ways to measure progress.

Action 1: Establish a coordinated Employment Accessibility Strategy

We will create and implement an Employment Accessibility Strategy that sets clear priorities, roles and measures of success. This will help ensure accessibility is applied consistently across the employment lifecycle and support ongoing improvement over time.

Barrier 2: Recruitment processes can be optimized for a barrier-free hiring approach

Robust accessibility supports are available during recruitment, however, they could be more clearly and proactively communicated to candidates to ensure they have enough information about available accommodations, what to expect during the hiring process, or how to get support if they encounter barriers.

Action 2: Strengthen accessible and inclusive recruitment practices

We will improve communications about our commitment to accessible and barrier-free recruitment at every stage, and consider accessibility in the design and ongoing improvement of our recruitment systems.

Barrier 3: Awareness and consistency in accommodation and ergonomic supports can be improved

Accommodation and ergonomic supports are established and robust, but there are opportunities to improve understanding of the process and how it is applied consistently across the organization.

Action 3: Improve awareness, feedback, and consistency in accommodation processes

We will improve how associates learn about and access accommodation and ergonomic supports through clearer communication, training and onboarding. We will also use data to better understand timelines, identify gaps, and improve the consistency and effectiveness of the process over time.

Barrier 4: Feedback from associates is not consistently gathered or used across the employment lifecycle

Opportunities to gather feedback from associates are not always consistent or built into regular processes. Feedback is often collected on an ad hoc basis, and associates may not always see how their input is used to improve employment practices.

Action 4: Strengthen how feedback is gathered and used

We will create more consistent ways to gather feedback from associates across the employment lifecycle. We will also use this feedback to identify priorities and share how it is being used to improve employment practices.

Barrier 5: Pay equity practices do not consistently consider disability

Pay equity reviews do not always include disability as a factor. This means there is limited evidence to show that employees with disabilities are consistently paid equally for similar work across roles and levels.

Action 5: Strengthen disability-inclusive pay equity practices

We will review and document our pay equity practices to ensure they consider employees with disabilities and support equal pay for equal work across comparable roles and levels.

Built Environment

The Built Environment priority area includes the physical spaces that associates and visitors use. This includes automatic door openers, accessible washrooms, lighting, signage, noise, and more. It also includes work-from-home spaces.

What we're doing well

Capital One has taken steps to create physical spaces that are accessible and inclusive for associates and visitors. Office environments include features such as accessible washrooms, automatic door openers, and adaptable workstations that support a range of mobility and ergonomic needs.

Meeting and event spaces are also designed with accessibility in mind. Supports such as assistive listening devices and accessible layouts help enable participation in meetings, presentations and events.

Capital One has established structured emergency procedures that incorporate accessibility considerations. These include evacuation supports, planning for associates who may require assistance, and regular training and communication to support awareness and preparedness.

Barriers and actions

Barrier 1: Accessibility features within base building elements are not always within Capital One’s control

Some aspects of the built environment are managed by building partners, which can limit Capital One’s ability to directly address accessibility barriers. This can also impact the timing and communication of accessibility improvements.

Action 1: Strengthen collaboration and communication with building partners

We will improve communication and transparency around accessibility features and updates related to landlord-managed infrastructure. This includes providing regular updates and improving how accessibility issues are raised, tracked, and addressed.

Barrier 2: Awareness and understanding of emergency accessibility procedures may vary across associates

Although emergency procedures are in place, not all associates are aware of evacuation supports, assembly areas, or how to request assistance.

Action 2: Reinforce awareness of emergency procedures

We will strengthen awareness of emergency procedures and accessibility supports by integrating this information into onboarding, training and regular communications.

Barrier 3: Certain booth-style and fixed seating spaces are not accessible to all associates

Some booth-style or fixed seating areas may not be usable by all associates due to size constraints or inflexible design, limiting accessibility and comfort for individuals with diverse mobility or ergonomic needs.

Action 3: Review and improve accessibility of booth-style and fixed seating spaces

We will prioritize the assessment of booth-style and fixed seating spaces to identify accessibility barriers and inform future design changes and improvements as part of workplace planning efforts.

Information and Communication Technologies (ICT)

The ICT priority area-relates to all aspects of the technologies Capital One uses with their associates and customers in the digital environment. This includes hardware, software, systems, assistive devices, and all other aspects of technology.

What we're doing well

Capital One has taken steps to create physical spaces that are accessible and inclusive for associates and Capital One has made strong progress in integrating accessibility into its digital environment. Accessibility is increasingly embedded into the design and development of digital products and services, helping to reduce barriers and improve user experiences for associates and customers.

We have established practices to support ongoing improvement, including regular accessibility testing across digital platforms and the use of both automated and manual testing methods. These efforts help identify and address issues as part of the development lifecycle.

Accessibility is also supported through dedicated resources and cross-functional collaboration. Teams across technology, design, risk and compliance are working together to strengthen accessibility practices and support continuous improvement.

Barriers and actions

Barrier 1: Accessibility training for digital roles is continuing to evolve across all relevant roles

Accessibility training helps ensure that associates involved in designing, developing, and maintaining digital technologies have the knowledge and skills to apply accessibility practices effectively. As requirements continue to evolve, there is an opportunity to further expand and strengthen training across all relevant roles.

Action 1: Expand digital accessibility training and awareness

We will build on our existing training efforts by implementing mandatory, role-specific accessibility training for associates involved in digital technologies. This will include all relevant roles in the design, development, and delivery of digital products and services. Training will be integrated into onboarding and ongoing learning to support consistent application of accessibility practices and build the expertise needed to continue creating and maintaining accessible digital services.

Barrier 2: Accessibility is continuing to be strengthened within digital quality and release processes

Accessibility is increasingly embedded throughout digital development. As practices mature, there is an opportunity to further strengthen how accessibility is incorporated into pre-release and update processes across digital platforms.

Action 2: Strengthen accessibility in digital quality and release processes

We will further integrate accessibility into digital quality and release processes. This includes incorporating accessibility into pre-release checks, clarifying ownership and accountability, and supporting consistent practices to help ensure digital content and updates meet accessibility requirements before being made available to users.

Barrier 3: Accessibility practices for public-facing mobile applications are continuing to evolve

Accessibility is an important consideration in the development and maintenance of mobile
applications. As accessibility requirements continue to evolve, there’s an opportunity to further strengthen how accessibility is consistently assessed and maintained across all public-facing mobile applications.

Action 3: Strengthen accessibility across public-facing mobile applications

We will enhance how accessibility is incorporated into the development and management of our public-facing mobile applications. This includes improving processes to assess, maintain and support the accessibility of mobile applications over time, and ensuring accessibility is considered throughout the lifecycle of mobile updates and releases.

Barrier 4: Accessibility of public-facing digital documents is continuing to be strengthened across creation and publishing processes

Accessibility is considered in the development of digital documents. As requirements continue to evolve, there’s an opportunity to further strengthen how accessibility is consistently applied across document creation and publishing processes, including those involving third parties.

Action 4: Strengthen accessibility of public-facing documents

We will improve how accessibility is integrated into the creation and publication of digital documents. This includes enhancing the use of accessible templates, clarifying roles and responsibilities, and supporting consistent practices to help ensure that public-facing documents meet accessibility requirements.

Barrier 5: New accessibility statements requirements are being implemented across
digital technologies

New requirements under the Accessible Canada Act related to accessibility statements for digital technologies have recently come into effect. These requirements introduce new expectations for how accessibility information is communicated and how user feedback is received and addressed across digital platforms.

Action 5: Implement accessibility statements and feedback processes

We will further integrate accessibility into digital quality and release processes. This includes incorporating accessibility into pre-release checks, clarifying ownership and accountability, and supporting consistent practices to help ensure digital content and updates meet accessibility requirements before being made available to users.

Communication, other than ICT

The Communication other than ICT priority area relates to methods of communication used at Capital One to communicate with associates and customers. This includes print materials, publications, e-newsletters, presentations and all other methods of communication.

What we're doing well

Capital One has established a strong foundation for accessible communications. Accessibility is supported through training, including plain language guidance, and through the use of templates and standards that promote readability and inclusive design.

Accessible communication practices are also embedded into processes and tools. Templates for documents, presentations, and internal communications incorporate accessibility considerations such as colour contrast, structure and formatting.

We have also established processes to provide information in alternate formats for both associates and customers. These processes support timely responses and help ensure that information can be accessed in a way that meets individual needs. These processes are supported by defined workflows and service standards.

Barriers and actions

Barrier 1: Associates may not have clear, practical guidance for accessible communication

There is general awareness of accessibility, but associates desire clear, role-specific guidance for creating accessible communications in their day-to-day work. Providing these could lead to more consistent accessibility practices.

Action 1: Provide practical tools and guidance for associates

We will create and share guidelines, templates, and tools to help associates communicate in accessible ways. This includes practical support for everyday communications like emails, documents, and presentations. We will also build accessibility into the tools and processes associates already use and increase awareness, so it becomes part of daily work.

Design and Delivery of Programs and Services

The Design and Delivery of Programs and Services priority area relates to the way that Capital One designs and delivers our services and programs. It includes ensuring that all programs and services are accessible to associates and customers.

What we're doing well

Capital One has made progress in integrating accessibility into the design and delivery of its programs and services. Accessibility is increasingly considered within product and service development, helping to reduce barriers and improve the overall customer experience.

We have established processes to support accessible service delivery, including structured workflows to respond to accessibility-related requests such as alternate formats. These processes help ensure that accessibility needs are addressed in a timely and consistent manner.

Capital One continues to expand how services are delivered, including providing multiple channels for customers to access support. This flexibility supports greater independence and choice in how customers interact with our services. Front-line teams are also supported through training and practical tools that help them respond to accessibility needs in a respectful and consistent way.

Barriers and actions

Barrier 1: Accessibility is not yet consistently embedded across all programs and services

While accessibility is considered in some areas, it is not yet consistently applied across all services and delivery channels. In some cases, accessibility is addressed later in the process rather than being built in from the start.

Action 1: Strengthen accessible-by-design practices

We will strengthen how accessibility is built into the design and delivery of programs and services. This includes assessing current practices to identify gaps, integrating accessibility into planning and design, and reducing the need for manual workarounds by addressing accessibility earlier in the process.

Barrier 2: There is not a consistent approach to assessing accessibility across services

While accessibility is considered in some areas, it is not yet consistently applied across all services and Accessibility is assessed in different ways across service channels, and there is not yet a consistent approach to evaluating accessibility across services.

Action 2: Improve consistency in how accessibility is assessed

We will strengthen how accessibility is built into the design and delivery of programs and services. We will define how accessibility is assessed across key service channels and conduct assessments to identify gaps. This will help establish a more consistent approach to evaluating accessibility and support ongoing improvement across services.

Barrier 3: Accessibility expectations for new and emerging service models are still evolving

As new service models are introduced, such as chat and automated tools, accessibility expectations are not always clearly defined.

Action 3: Define accessibility expectations for evolving service models

We will establish clear accessibility expectations and review processes for new and evolving service models. This includes assessing how accessibility is considered when implementing new technologies, to help ensure they are inclusive and accessible.

Procurement of Goods, Services and Facilities

The Procurement priority relates to all goods, services and facilities obtained by Capital One. It involves all aspects of how accessibility is considered when buying goods, services, and facilities.

What we're doing well

Capital One has established strong procurement and third-party management practices that support accessibility. Accessibility is considered as part of vendor selection, and vendor claims are validated through testing and review rather than relying solely on self-attestation.

Governance and oversight of third-party providers are well defined. Procurement and third-party
management processes are supported by structured assessment and monitoring practices, helping to ensure that risks, including accessibility considerations, are reviewed on an ongoing basis.

These practices provide a strong foundation for continuing to integrate accessibility more consistently across procurement activities and support accessibility as part of broader risk and governance processes.

Barriers and actions

Barrier 1: Accessibility is not yet consistently applied or clearly defined across procurement activities

Accessibility practices may vary across procurement activities, and requirements are not always clearly defined. This can make it difficult for teams to know when accessibility applies and how to assess vendor compliance.

Action 1: Strengthen consistency and clarity in accessible procurement

We will strengthen how accessibility is applied across procurement processes. This includes defining clear accessibility requirements, outlining when they apply, and embedding them into vendor selection, evaluation, and contracting processes. We will also support consistent assessment and monitoring of vendors across the lifecycle.

Barrier 2: Procurement teams need role-specific training to apply accessibility requirements

Accessibility expectations, particularly for digital products and services, are evolving. Procurement and third-party management teams need additional training and guidance to apply these requirements consistently.

Action 2: Provide role-specific accessibility training for procurement roles

We will develop and deliver role-specific accessibility training for procurement and third-party management teams. This will help teams understand how accessibility requirements apply in procurement and how to incorporate them into vendor evaluation, contracting, and decision-making.

Transportation

The Transportation priority area considerations for employees and members of the public who participate in Capital One activities.

While Capital One has limited direct control over transportation, employees do travel for work, and the organization regularly engages with the public as part of its work.

What we’re doing well

Capital One offices are located in areas that are well connected to public transit, helping to support
accessible travel for associates and visitors.

We also provide transportation support for off-site meetings and events, including flexible options such as ride-share or reimbursement, which can help reduce barriers for associates.

Accessibility is considered when planning meetings and events, including selecting accessible locations and making accommodations where needed to support participation.

Barriers and actions

At this time, no significant barriers have been identified in the Transportation priority area.

We will continue to consider accessibility in travel and event planning and maintain awareness of available supports to ensure associates and visitors can participate fully in Capital One activities.

Reporting and implementation

This Accessibility Plan is an important step for Capital One to create a more accessible workplace. But our work can’t end here. Throughout this Plan, we’ve highlighted actions we’ll take to address barriers within our organization. We’re committed to taking these actions and identifying more ways we can continuously improve accessibility at Capital One.

The Accessible Canada Act mandates that organizations publish annual progress reports. These reports will track progress on the implementation of the actions described in this Plan. Capital One is excited to continue the implementation of these actions. The progress reports we publish in the coming years will reflect our desire to become barrier-free for persons with disabilities.

Glossary

Accessibility

Refers to how services, technology, locations, devices, environments and products are designed to accommodate persons with disabilities. Accessibility means giving persons with disabilities equal opportunities to take part in life activities. The term implies conscious planning, design, and/or effort to make sure something is barrier-free to persons with disabilities. Accessibility also benefits the general population by making everything more usable and practical for all people.

Barrier

According to the Accessible Canada Act, “Barrier means anything – including anything physical, architectural, technological or attitudinal, anything that is based on information or communications or anything that is the result of a policy or a practice – that hinders the full and equal participation in society of persons with a physical, mental, intellectual, learning, communication or sensory impairment or a functional limitation.”

Disability

According to the Accessible Canada Act, disability is “A physical, mental, intellectual, learning, communication or sensory impairment – or a functional limitation – whether permanent, temporary or episodic in nature, that, in interaction with a barrier, hinders a person’s full and equal participation in society.”