Capital One Canada Accessibility Plan 2023 to 2026
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 2023 to 2026.
Table of Contents
A message from the President of Capital One Canada
Areas described under section 5 of the Accessible Canada Act (ACA)
Information and communication technologies (ICT)
The design and delivery of programs and services
The procurement of goods, services and facilities
A message from the President of Capital One Canada
At Capital One, we’re on a mission to Change Banking for Good by helping Canadians succeed with credit.
As a founder-led organization focused on a long-term mission, Capital One Canada prioritizes putting people at the centre of all that we do. We believe in the positive impact we can have in supporting our customers – and our associates – by delivering ingenuity, simplicity and humanity to banking.
That’s why the principles of the Accessible Canada Act align so closely with our values at Capital One Canada. Diversity, Inclusion and Belonging are the cornerstones of our culture and accessibility is a big part of this. For our associates, we strive to create a workplace where they can do their best and feel included. For our customers, we’re constantly working to make our digital environments accessible. And for our community, we’re building relationships with community-based organizations towards the goal of being more inclusive.
This Accessibility Plan is one of many opportunities for us to assess how we’re changing banking for good, while allowing us to identify barriers that remain for people with disabilities at Capital One. This Plan outlines the actions we’ll take over the next three years to improve accessibility at our organization. We would also like to achieve our goal of being one of the leading barrier-free financial institutions in Canada.
I am proud of the work that is being done to improve accessibility at Capital One Canada. We’ll continue to move forward as an organization, pushing ourselves to contribute to a barrier-free Canada by 2040.
Sincerely,
Patrick Ens
President,
Capital One Bank, Canada Branch
General
Contact Information
The accessibility lead for Capital One is Amit Sonnilal, Head of Customer Channels. To request alternative formats of this Plan or to provide feedback on this Plan, please contact:
Address:
161 Bay Street, Suite 1800
Toronto, ON
M5J 2S1
Email address: accessibility.feedback.canada@capitalone.com
Telephone number: 1-800-481-3239
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 practice 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 or 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, and we’re committed as an organization to working to make accessibility for all a reality.
Consultation process
To prepare for the creation of this Accessibility Plan, we partnered with BDO Canada to complete a full assessment of accessibility at Capital One Canada. BDO completed an in-depth documentation review of Capital One Canada’s policies, processes and practices. BDO then conducted online interviews with managers, leaders and associates who had knowledge in the seven priority areas of the ACA. Capital One also circulated an online associate survey where all Canadian associates could provide their feedback on barriers to accessibility. Through one-on-one interviews and anonymous associate surveys, BDO also consulted with our associates who have lived experience with disabilities.
During our initial consultations, we did not seek feedback from our customers to gather feedback on accessibility, which we are committed to doing going forward.
All barriers and commitments expressed in this Plan are a direct result of the documentation review and the feedback received during consultations.
Areas described under section 5 of the Accessible Canada Act (ACA)
There are seven priority areas described under Section 5 of the Accessible Canada Act. These areas include:
- Employment
- The 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
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. As Transportation is not currently relevant to the work at Capital One, it has not been included in this Plan.
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
We’ve taken action at Capital One towards being inclusive and welcoming to all. We recently finalized our Employment Equity Plan 2023 to 2026, which calls out our need to increase the representation of people with disabilities within our organization. And, we’ve already begun taking steps to realize this goal by working with Specialisterne Canada to improve our accommodations process for individuals with disabilities during job interviews.
Capital One provides training, education and events for associates about accessibility, disability and accommodations. We also hold annual self-identification campaigns and stress the importance of collecting this data.
Capital One has numerous associate-driven Business Resource Groups (BRGs) that provide programs, resources and tools that enable associates to achieve their full potential. These include the CapAbilities BRG which aims to support associates with disabilities and remove barriers throughout the organization.
Barriers and actions
Barrier 1: Organizational structure
We don’t currently have an organizational structure that can support us in becoming more accessible in the long term.
Action 1: Assign accessibility champions
We’re committed to building accessibility into our organizational structure over the next three years. This will mean either adding positions or modifying established job descriptions to assign accessibility champions. We’ll list these champions on our intranet and support them with additional training and resources.
Barrier 2: Low representation of persons with disabilities
We want people with disabilities to make up a larger percentage of our workforce at Capital One Canada. We believe we have unrecognized barriers within our current practices that may be stopping some people with disabilities from becoming associates or self-identifying as a person with a disability or disabilities.
Action 2: Increase representation of people with disabilities
We’ll work to increase the representation of people with disabilities. Part of this will be by continuing to partner with community organizations and employment service providers for people with disabilities.
Barrier 3: Lack of training and awareness
While training and resources about accessibility exist for associates, further training and resources are needed to ensure continuous learning. We need to create more awareness for our associates about accessibility and disabilities.
Action 3: Add training and awareness for associates
We’ll develop and implement additional accessibility training for all associates. We’ll also take part in days of significance for people with disabilities.
Barrier 4: Internal policies and procedures
Our processes and procedures are not always created with accessibility in mind.
Action 4: Review policies and procedures
We’ll review all policies and procedures with consideration for different types of disabilities and accessibility best practices. We’ll also consider ways we can build in feedback from people with disabilities when we create policies and procedures in the future.
Barrier 5: Accommodation requirements
We currently require associates to provide a medical note from their physician to receive accommodations. Some organizations are moving away from requiring a medical note for all accommodations to decrease barriers for those seeking accommodations.
Action 5: Simplify the accommodation process
Capital One will continue to find opportunities to evolve our accommodation process to provide associates with better and easier access to support.
Barrier 6: Potential training barriers for associates with disabilities
Training for associates at Capital One hasn’t been fully reviewed for accessibility.
Action 6: Complete a review of training opportunities
With the help of our accessibility champions, people with disabilities and allies, we’ll review all learning and development training to ensure it’s accessible to all.
The 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 ensures that our physical space meets accessibility building code requirements. Our office space is equipped with accessible washrooms, sit/stand workstations, prayer and wellness rooms and automatic door openers.
In 2020, Capital One created a Facility Accessibility Review and Barrier Removal Plan. Based on this review and plan, we were able to remove many physical barriers to accessibility experienced at Capital One Canada office spaces.
At the start of the COVID-19 pandemic we reduced the number of people working in our physical office spaces. Most of our associates now take part in a hybrid work arrangement. Because of this, we provided every associate with a budget to set up their home office space.
Barriers and actions
Barrier 1: Hybrid work environment accommodations
As of May 2, 2023, associates are being asked to return to the office in a hybrid work arrangement. This can pose some difficulties for associates with disabilities. There’s currently no mention of accessibility considerations or accommodations within the Canada Hybrid Handbook that was published in 2022.
Action 1: Update our remote work policy
Capital One is committed to updating the Canada Hybrid Handbook to include accessibility considerations and accommodations for associates with disabilities. We’ll also continue to work on our remote work policy so that it takes associates with disabilities into consideration.
Barrier 2: Built environment audits are out of date
We haven’t completed a built environment accessibility audit since 2020.
Action 2: Audit our built environment continuously
We’ll create a process that allows the accessibility of our physical space to be considered on a regular basis. We’ll also ensure that any barriers we discover in built environment audits are addressed within a specific time frame.
Barrier 3: Built environment reporting mechanism
Capital One leases our office space and we have limited control over certain areas of the physical environment of the building. As such, we don’t have a way for associates to properly report barriers or provide feedback on both our leased space and the shared building as a whole.
Action 3: Address building accessibility feedback
We’ll continue to work with our property manager to address barriers to accessibility within the building.
Barrier 4: Evacuation procedures
The needs of people with disabilities are not specifically addressed in evacuation and emergency response plans.
Action 4: Update evacuation and emergency response plans
We’ll update evacuation and emergency response plans to address the needs and concerns of people with disabilities. We’ll communicate these plans to all associates and visitors.
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 holds our respective business lines accountable for accessibility in our digital services. As a primarily digital service provider, our attention to the accessibility of digital platforms and services is paramount.
We also have numerous associates who are enthusiastic about making sure our customers can easily use our services. We make sure these associates attend conferences and training sessions to learn about the latest information and best practices in the industry.
We also leverage our Digital Accessibility Team (DAT), which functions as a centre of excellence and provides support for digital enterprises across our organization. The DAT follows a Digital Accessibility Standard that is reviewed every two years. This standard defines the requirements that are necessary to create, manage and deploy digital content (such as our website, mobile app, emails and more). This is in alignment with the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA and the Canadian Human Rights Act.
As Capital One is primarily a digital services provider, we’ll continue to pay significant attention to the accessibility of our digital platforms and services.
Barriers and actions
Barrier 1: Designing for accessibility
Accessibility standards haven’t historically been applied during the research and design phase of ICT.
Action 1: Build accessibility into ICT research and design
Capital One is currently building accessibility into the research and design phase of ICT. All new digital designs for our website will meet Web Content Accessibility Guidelines (WCAG) 2.1 Level AA standards for accessibility, and we will continue to work towards this for our mobile app.
Barrier 2: Access to accessibility software
Although some pre-approved accessibility software exists that associates can access, the list is not widely circulated across the organization. This leaves some associates unsure of the tools available to them. There are also numerous accessibility-related softwares and tools that require manual approvals, which can cause delays in associate access.
Action 2: Update accessibility software process
We’ll create a plan to communicate the list of pre-approved accessibility softwares. We’ll also review the access approval process for accessibility-related software and tools in order to ensure associates gain access to what they need in a timely manner.
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
While Capital One has established accessibility practices for our communications, we still plan to focus on this priority area over the next three years.
Our Employment Equity Plan includes a section on creating best-in-class communications that are accessible to all. These practices include using sans serif font, appropriate text size and formatting and considering diverse perspectives. We avoid generalizations or stereotypes in all forms of communication, including images and video and are mindful of accessibility needs with event planning.
Our Internal Communications team works to promote and increase awareness for DIB training and activities for all associates. To optimize attendance, the Communications team routinely collects feedback to improve these offerings.
Barriers and actions
Barrier 1: Accessible communications knowledge and standards
There are no documented policies or standards that set requirements for accessible presentations and documents within the organization. Because of this, not all materials are fully accessible. Further training, education and resources are also needed to ensure communications teams understand how to make all communications accessible at Capital One.
Action 1: Create accessible communications standards
We’ll define a set of accessibility standards for written communications produced by internal and external communications teams. These standards will be applied to new communications and updates to existing communications. We’ll also ensure that all of our communication team members go through accessibility related training.
Barrier 2: Accessibility of social media posts
Social media posts currently don’t contain alternative text for visually impaired audiences.
Action 2: Train the Social Media team in accessibility
We’ll make sure that the Social Media team is offered training on how to create accessible posts. This will include information on concepts such as plain language, alternative text and captions on videos.
Barrier 3: Representation of people with disabilities on social media
Our Social Media team ensures diverse representation of individuals within social media posts. However, the team is not specifically considering the inclusion of people with disabilities within those posts.
Action 3: Include people with disabilities on social media
As an organization dedicated to inclusion, we want people with disabilities to know that they belong at Capital One. We’ll create a process to ensure we’re careful to include people with disabilities in our social media posts.
Barrier 4: Lack of communication about accessibility-related initiatives
We do little to highlight the important work we’re doing in communities to raise awareness and support for disabilities that affect Canadians.
Action 4: Raise awareness about our accessibility work
Over the next three years, our Communications team will create awareness campaigns to highlight the work we do as an organization in our communities. This will include campaigns during National Accessibility Awareness Week (NAAW). We’ll share our progress on accessibility initiatives with our associates. We’ll also regularly publicly communicate stories about our efforts to promote the inclusion of people with disabilities.
The 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
We’re always looking for ways to improve the accessibility of the services we offer our associates and customers. For our associates, we do this by conducting an All-Associate Survey three times a year to collect feedback on engagement, leadership, enablement and inclusion. For our customers, we provide credit card statements in multiple formats (large print and screen reader enabled PDFs), relay services (teletypewriter), phone calls and online banking. Our mobile app also allows users to use some assistive technologies to read information.
Barriers and actions
Barrier 1: Lack of training and education
Customer service associates don’t receive training in accessible customer service or how to deliver services to people with disabilities.
Action 1: Add accessibility training for customer service associates
We’ll develop and provide accessibility training and practice opportunities to all customer service associates. These will include information about the services that are available to people with disabilities and how to provide these customers with positive experiences. We’ll ensure that associates who are interested in attending further training or conferences are provided with these opportunities.
Barrier 2: Accessible customer service delivery
Agents are often unable to fully support someone with a disability at the first point of contact. To send an email to a customer who can’t engage on the phone, agents must escalate a request and ask for permission to send an email to the customer. This causes delays in providing service to the customer.
Action 2: Review our customer policies and procedures
We’ll conduct a thorough review of our customer service policies and procedures to ensure that associates can provide accessible options or services in a timely fashion.
Barrier 3: Lack of customer feedback about accessibility
During the creation of this Accessibility Plan, we focused primarily on gathering input and feedback from associates, especially from associates with disabilities. We felt that it was important for us to learn from our associates and concentrate on their experiences as both associates and service providers. We did not conduct thorough consultations with our customers in the development of this Plan.
Action 3: Consult customers
Over the next three years, Capital One is committed to consulting with our customers with disabilities. We’ll create a consultation plan that includes opportunities for customers with disabilities to provide input and share their lived experiences. We’ll ensure that their opinions and experiences influence our actions towards becoming fully accessible.
The 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 is just beginning to embed accessibility in procurement. This will be an area of focus for us over the next three years.
Barriers and actions
Barrier 1: Accessible procurement
Accessibility is not strongly considered in the procurement process at Capital One. The Procurement team is not fully aware of accessibility in procurement best practices and procurement-related documents are not always accessible. There are minimal checks in place to ensure that procured goods and services have been vetted for accessibility.
Action 1: Review procurement practices for accessibility
We’ll support the Procurement team in learning more about best practices in accessibility in procurement. We’ll also review our procurement documents and practices to identify opportunities to incorporate and improve accessibility. We’ll consider ways to ensure that the goods and services we purchase have been made with accessibility in mind.
Transportation
Due to Capital One’s limited involvement with transportation, barriers have not been identified under this priority. Should we become more involved with any form of transportation, a full accessibility review in this priority area will be conducted.
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 people with disabilities.
Feedback
Capital One welcomes feedback on accessibility, especially from people with disabilities. We’ve established the following process for receiving and actioning feedback related to accessibility. Feedback related to barriers to accessibility at Capital One or the implementation of 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
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.
Glossary
Accessibility
Accessibility refers to how services, technology, locations, devices, environments and products are designed to accommodate people with disabilities. Accessibility means giving people of all abilities 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 people with disabilities. Accessibility also benefits the general population by making everything more usable and practical for all people.
American Sign Language (ASL)
American Sign Language/ASL
Barrier
According to the Accessible Canada Act (2019) a barrier is “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 people with an impairment, including a physical, mental, intellectual, cognitive, learning, communication or sensory impairment or a functional limitation.
Disability
According to the Accessible Canada Act (2019) disability is defined as “any impairment, including a physical, mental, intellectual, cognitive, learning, communication or sensory impairment - or a functional limitation - whether permanent, temporary or episodic in nature, or evident or not, that, in interaction with a barrier, hinders a person’s full and equal participation in society.
Langue des Signes Québécoise/(LSQ)
Langue des signes québécoise (Québec Sign Language)