Accessibility Statement

This 2015-2021 Accessibility Plan outlines the policies and actions that Community Trust Company will put in place to improve opportunities for people with disabilities.

Community Trust Company 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 (AODA). Our plan shows how Community Trust Company will play its role in making Ontario an accessible province for all.

Customer Service

Community Trust Company has remained in compliance with the Customer Service Standard. Customer feedback related to accessibility at the Company is dealt with by the Chief Privacy Officer. “Resolving Your Complaints,” which offers three steps through which feedback can be directed, is publicly available on our website. When feedback was received, Community Trust Company dealt with it appropriately and in a timely manner.

Information and Communications

Past information and communications initiatives include:
  • In April 2017, when CTC launched its website, we ensured it was up to Web Content Accessibility Guidelines (WCAG) standards
  • All relevant employees received WCAG related training to ensure continued compliance with these standards.

Customer Service

Community Trust Company is committed to providing accessible customer service to people with disabilities. We will continue to provide a Customer Service Standard to customers with disabilities at the same level of quality and timeliness as others.

Information and Communications

Community Trust Company is committed to meeting the communication needs of people with disabilities.
  • We will consult with people with disabilities to understand their information and communication needs.
  • We will ensure existing feedback processes are accessible to people with disabilities upon request.
  • We will ensure all publicly available information is made accessible upon request to customers and clients. We will also provide employees with disabilities with individualized emergency response information when necessary.
  • We will ensure all websites and content conform to the Web Content Accessibility Guideline (WCAG) 2.0, Level AA by January 1, 2021.

Community Trust Company is committed to fair and accessible employment practices.
  • We will notify the public and staff that, when requested, Community Trust Company will accommodate people with disabilities during the recruitment and assessment processes and when people are hired.
  • We will ensure the accessibility needs of employees with disabilities are recognized if Community Trust Company is using performance management, career development and redeployment processes.
  • We will work to prevent and remove other accessibility barriers identified.
  • We will continue to post on various job boards (LinkedIn, Company Website, Indeed, Monster) to reach a broader applicant pool.

Community Trust Company will provide training to employees, volunteers 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.

Design of Public Spaces

Community Trust Company will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. Public spaces include:
  • Recreational trails/beach access routes
  • Outdoor public eating areas like rest stops or picnic areas
  • Outdoor play spaces, like playgrounds in provincial parks and local communities
  • Outdoor paths of travel, like sidewalks, ramps, stairs, curb ramps, rest areas and accessible pedestrian signals
  • Accessible off-street parking
  • Service-related elements like service counters, fixed queuing lines and waiting areas
In the event of a service disruption, we will notify the public of the service disruption and alternatives available.

For more information on this accessibility plan, please contact us at:

Community Trust Company
2350 Matheson Blvd East,
Mississauga, ON L4W 5G9

Phone: 416-763-2291
Fax: 416-763-2444