Accessibility for Ontarians with Disabilities Act

1. PURPOSE:

This policy defines the requirements and sets forth the Western Union Policy of the Accessible Customer Service Plan Providing Goods and Services to People with Disabilities as required by the Accessibility for Ontarians with Disabilities Act.

2. POLICY SCOPE:

This Policy applies to all employees and Western Union service providers that work in or provide services to consumers on behalf of western Union in Ontario, Canada.

3. POLICY STATEMENT:

Western Union Financial Services (Canada), Inc. (“Western Union”) is committed to excellence in serving all customers including people with disabilities.

Assistive devices

We will ensure that our staff is trained and familiar with any assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.

Communication

We will communicate with people with disabilities in ways that take into account their disability.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

  • Fees will not be charged for support persons.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Western Union will notify customers. Western Union will provide notice to consumers of any planned or unexpected disruption to services or facilities for consumers with disabilities, including information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be placed at all Ontario agent locations, on Westernunion.ca and the call centers will be notified in order to make Ontario consumers aware of the disruption to services.

Training

Western Union will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Individuals in the following positions will be trained:

  • Customer Service Representatives
  • Agents
  • Call Center Associates
  • Employees

This training will be provided to employees no later than 60 days after hiring. Agents will be trained no later than 60 days after they have been activated, and call center employees and customer service representatives will be trained upon being hired.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • Western Union’s plan related to the customer service standard.
  • How to interact and communicate with people with various types of disabilities.
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.
  • How to use the equipment or devices available on site or otherwise that may help with providing goods or services to people with disabilities.
  • What to do if a person with a disability is having difficulty in accessing Western Union’s goods and services.

Additional training will be provided when changes are made to Western Union’s accessible customer service plan.

Feedback process

Customers who wish to provide feedback on the way Western Union provides goods and services to people with disabilities can email aodafeedback@westernunion.com, or call 1-800-235-0000. All feedback, including complaints, will be reviewed internally and Western Union will make reasonable efforts torespond to customers within seven (7) business days from the date in which the feedback was received.

Modifications to this or other policies

Any policy of Western Union that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Notice of Availability

Western Union will notify the public that our policies are available upon request by posting this policy on Western Union’s website.

4. Exceptions to Policy:

None

Western Union Financial Services (Canada), Inc. Accessibility Plan and Policies

This 2014-2021 accessibility plan outlines the policies and actions that Western Union Financial Services (Canada), Inc. (“Western Union Canada”) will put in place to improve opportunities for people with disabilities.

Statement of Commitment

Western Union Canada is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

Accessible Emergency Information

Western Union Canada is committed to providing consumers with publicly available emergency information in an accessible way upon request. We will also provide employees with individualized emergency response information when necessary.

Training

Western Union Canada will provide training to employees, and other staff members on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers and other staff members.

Western Union Canada will take the following steps to ensure employees are provided with the training needed to meet Ontario’s accessible laws by January 1, 2015:

Customer Service Representatives

Agents

Call Center Associates

Employees

This training will be provided to employees no later than 60 days after hiring. Agents will be trained no later than 60 days after they have been activated, and call center employees and customer service representatives will be trained upon being hired.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Western Union’s plan related to the customer service standard.
  • How to interact and communicate with people with various types of disabilities.
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.
  • How to use the equipment or devices available on site or otherwise that may help with providing goods or services to people with disabilities.
  • What to do if a person with a disability is having difficulty in accessing Western Union’s goods and services.

Additional training will be provided when changes are made to Western Union’s accessible customer service plan.

Information and communications

Western Union Canada is committed to meeting the communication needs of people with disabilities. We will consult with people with disabilities to determine their information and communication needs.

Western Union Canada will take the following steps to make ensure existing feedback processes are accessible to people with disabilities upon request by January 1, 2015:

  • Customers who wish to provide feedback on the way Western Union Canada provides goods and services to people with disabilities can email aodafeedback@westernunion.com, or call 1-800-235-0000.
  • The contact information for feedback will be posted on the Western Union Canada website by January 1, 2015.
    Western Union Canada will take the following steps to make sure all publicly available information is made accessible upon request by January 1, 2016:
  • Contact information will be available on the company’s website with instructions on how to access the disability plans.
    Western Union Canada will take the following steps to make all websites and content conform with WCAG 2.0, Level AA by January 1, 2021:
  • We are in the process of reviewing our websites to determine what needs to be done in order to conform with WCAG 2.0 Level AA.
  • A committee has been formed in order to work through these processes.

Employment

Western Union Canada is committed to fair and accessible employment practices. We are reviewing our current employment practices to determine what steps may be necessary to ensure accessibility to all employees.

Design of Public Spaces

Western Union Canada will work with its property managers to ensure that all public spaces are accessible to those with disabilities.

For more information

For more information on this accessibility plan, please contact aodafeedback@westernunion.com or call 1-800-235-0000.