RFA Mortgage Corporation & Accessibility
RFA is committed to treating people in a way that allows them to maintain their dignity and independence, including people with disabilities. We firmly believe in integration and equal opportunity.
Below outlines what RFA Mortgage Corporation is doing to support accessibility.
This section summarizes what RFA Mortgage Corporation is doing to provide accessible goods & services to persons with disabilities.
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Accessibility for People with Disabilities (AODA)
The Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) was created to ensure that all persons with disabilities are treated with respect, dignity and equally by providers of goods and services. AODA provides that all persons or organizations that provide goods or services to the public must do so in accordance with AODA and Ontario Regulation 191/11 Integrated Accessibility Standards (the “Accessibility Standard”).
RFA is committed to ensuring full compliance with AODA and the Accessibility Standard.
Customer Service PolicyRFA strives to provide its services in a manner that respects the dignity and independence of people with disabilities. RFA is committed to giving people with disabilities the same opportunity as others to access and benefit from its services.
The purpose of this policy is to ensure that RFA’s business is accessible to persons with disabilities by identifying, removing, and preventing barriers that might interfere with their ability to make use of RFA’s services and facilities.
RFA will use reasonable efforts to ensure that its policies, practices, and procedures are consistent with the following principles:
• That RFA’s services are provided in a manner that respects the dignity and independence of persons with disabilities
• That RFA operates its business such that persons with disabilities will benefit from its services in the same or similarly way as others, and that where integration is not possible, alternative measures will be used to enable a person with disabilities to obtain, use or benefit from RFA’s services
• That persons with disabilities are given an opportunity equal to that given to others to obtain, use or benefit from RFA’s services.
Notice of Temporary Disruptions in Services or Facilities
RFA is aware that the operation of its services and facilities is important to our customers. On occasion, disruptions in RFA’s services and facilities may occur due to reasons that may or may not be within RFA’s control or knowledge.
RFA will make reasonable efforts to provide notice to the public of any disruption in its services and/or facilities, including information about the reason for the disruption, its anticipated duration and a description of alternative services and/or facilities, if any that may be available. RFA will make reasonable efforts to provide prior notice of any planned disruptions in its services and/or facilities, if possible, recognizing that in some circumstances, including an unplanned temporary disruption, advance notice will not be possible. In such cases, RFA will provide notice as soon as reasonably possible.
When temporary disruptions occur to RFA’s services and/or facilities, RFA will provide notice by posting the information in visible places, or on the company’s website (www.rfa.ca), or by any other method that may be reasonable under the circumstances as soon as reasonably possible.
Assisted Devices and Measures that Assist with Accessibility
A person with a disability may provide their own assistive device for the purpose of obtaining, using and benefiting from RFA’s services and facilities. Exceptions may occur in situations where RFA has determined that the assistive device may pose a risk to the health and safety of a person with a disability or the health and safety of others on its premises. In these situations and others, RFA may offer a person with disability other reasonable measures to assist him or her in obtaining, using and benefiting from RFA’s services and facilities, where RFA has such other measures available.
It is the responsibility of the person with the disability to ensure that his or her assistive device is operated in a safe and controlled manner at all times.
Use of Service Animals and Support Persons
Service Animals
A person with a disability may enter premises owned and/or operated by RFA accompanied by a service animal and keep the animal with them if the public has access to such premises and the animal is not otherwise excluded by law. If a service animal is excluded by law, RFA will ensure that alternate means are available to enable the person with a disability to obtain, use or benefit from RFA’s services and facilities.
If it is not readily apparent that an animal is a service animal, RFA may ask the person with a disability for a letter from a physician or nurse confirming that the person requires the animal for reasons relating to his or her disability. RFA may also, or instead, ask for a valid identification card or certificate of training from a recognized guide dog or service animal training school.
It is the responsibility of the person with disability to ensure that his or her service animal is kept in control at all times. If an employee or any other person on RFA premises has a severe allergy to animals, which could result in health and safety concerns, RFA will make reasonable efforts in the circumstances to meet the needs of all individuals.
Support Persons
A person with a disability may enter premises owned and/or operated by RFA with a support person and have access to the support person while on the premises. RFA may require a person with disability to be accompanied by a support person while on RFA premises in situations where it is necessary to protect the health or safety of the person with a disability or the health and safety of others on the premises. A person with a disability who is accompanied by a support person will have access to his or her support person while on RFA premises.
In situations where the support person will be exposed to confidential information, RFA may require that the support person sign a confidentiality agreement.
Availability of Documents for Customer Service Standard
All documents required by the Accessibility Standards for Customer Service Regulation, including this policy, are available upon request by any customer.
When providing a document to a person with a disability, RFA will provide the document, or the information contained in the document, in a format that properly takes the person’s disability into account.
All documents required by the Accessibility Standards for Customer Service Regulation, including this policy, will be posted on RFA’s website (www.rfa.ca).
Training
RFA will provide training to its employees, agents and volunteers about the provisions of RFA’s services to persons with disabilities.
Training will include:
• The purpose and application of this policy
• A review of the purposes and requirements of the Accessibility for Ontarians with Disabilities Act
• A review of the purposes of the purposes and requirements of the Accessibility Standards for Customer Service Regulation
• How to interact and communicate with persons with various types of disabilities
• What to do if a person with a disability is having difficulty accessing RFA’s services and/or facilities
• RFA’s policies, practices and procedures relating to the customer service standard
• How to use equipment or devices available on RFA’s premises, or that is otherwise provided by RFA, to assist with the provision of RFA’s services to persons with disabilities
• How to interact with persons with disabilities who use assistive devices or who require the assistance of a support person or service animal
Training will be provided as soon as practicable to current and new RFA Staff members and whenever changes are made to RFA’s policies, procedures and practices governing the provision of its services to persons with disabilities.
RFA will maintain records of all training conducted pursuant to this policy. These records will include the number of individuals trained and the dates on which the training occurred.
Feedback
RFA is committed to providing high quality services to all members of the public it serves. Feedback from the public is appreciated as it may identify areas that require change and encourage continuous service improvements, including improvements in the manner in which RFA provides services to persons with disabilities.
Feedback is welcomed and appreciated. Anyone wishing to provide feedback on the manner in which RFA provides goods and services to persons with disabilities may do so by telephone, fax, email, or regular mail as follows:
Customer Service
RFA
Attention: Customer Service
2401-1 Yonge Street
Toronto, Ontario M5E 1E5
Phone: 647.259.7873 or 1.877.416.7873
Email: escalations@rfamortgages.com
Fax: 1.877.905.7873Integrated Accessibility Standard
This policy, which has been established in compliance with Regulation 191/11, “Integrated Accessibility Standards” (“Regulation”) under the Accessibility for Ontarians with Disabilities Act, 2005, aligns with RFA’s commitment to treat all employees in a way that respects their dignity and independence. This policy will be implemented in accordance with the time frames established by the Regulation.
RFA strives to provide its services in a manner that respects the dignity and independence of people with disabilities. RFA is committed to giving people with disabilities the same opportunity as others to access and benefit from its services. RFA believes in integration and equal opportunity. We are committed to meeting the needs of persons with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements in accordance with the Accessibility for Ontarians with Disabilities Act.
Accessibility Plan
RFA will develop, maintain and document an Accessibility Plan outlining the company’s strategy to prevent and remove barriers from its workplace and to improve opportunities for persons with disabilities.
The Accessibility Plan will be reviewed and updated at least once every five years and will be posted on the company’s external website. Upon request, RFA will provide a copy of the Accessibility Plan in an accessible format.
Training
RFA will provide training to its employees, agents and volunteers on requirements of the accessibility standards referred to in the Regulation and continue to provide training on the Human Rights Code as it pertains to persons with disabilities.
The training will be provided as soon as practicable to current and new RFA Staff members and whenever changes are made to RFA’s policies, procedures and practices governing the provision of its services to persons with disabilities. RFA will keep a record of the training it provides.
Information and Communications Standards
Feedback, Accessible Formats & Communication Supports
RFA is committed to providing accessible information in an ongoing effort to make services available to customers, clients and employees of RFA. The purpose of this policy is to ensure that every reasonable effort is made to provide materials in alternate formats, upon request. RFA will make every effort to provide materials in an accessible format upon request. If materials are not able to be converted to an accessible format, RFA will provide details of the reasoning behind why the material cannot be converted. In this case, RFA will provide a summary of the requested information or communications in a format that is suitable for the person with a disability.
Accessible Websites & Web Content
RFA will continue to make its website and web content conform to the World Wide Consortium Web Content Accessibility Guidelines (WCAG) 2.0 Level AA.
Employment
Recruitment – General
RFA is committed to removing barriers and meeting the accommodation needs of persons with disabilities to create a workplace that provides equal employment opportunities and employment practices throughout all stages of the employment life cycle.
Recruitment, Assessment or Selection Process
When recruiting, RFA will provide reasonable accommodations for applicants with disabilities. Candidates will be notified during the recruitment process that an accommodation can be provided upon request.
If a selected job applicant requests an accommodation, RFA will consult with the applicant and provide suitable accommodation that takes the person’s accessibility needs into account.
Notice to Successful Job Applicants and Employees About Accommodations
RFA will make available to all employees the policies in place to support persons with disabilities within a reasonable amount of time. Employees will be notified regarding any changes to these documents.
Upon request, this information will also be provided in an alternate format which will take an employee’s accessibility needs into account.
Informing Employees of Supports
RFA will inform its employees of its polices and of any changes to its policies which are used to support employees with disabilities. This information will be provided to new employees as soon as is practicable after commencing employment.
Accessible Formats & Communication Supports for Employees
Upon the request of an employee with a disability, RFA will consult with the employee in order to provide or arrange accessible formats and communication supports for information that is needed to perform the employee’s job and for information that is generally available to other employees. RFA will also consult with the employee making the request in determining the suitability of an accessible format or communication support.
Workplace Emergency Response Information
RFA will develop individualized emergency response information for employees who have a disability and will provide the plan in an accessible format (if the disability is such that the individualized information is necessary and RFA is aware of the need for an accommodation). In addition, this information will be provided, with the employee’s consent, to any person the employee designates as a support person. Individualized emergency response information will be provided as soon as is possible.
RFA reviews individualized workplace emergency response information when:
• The employee moves to a different location in the organization
• The employee’s overall accommodations needs or plans are reviewed
• RFA reviews its general emergency response policies
Documented Individual Accommodation Plans
For employees who require accommodations, an Individual Accommodation Plan will be developed. The Individual Accommodation Plan will involve a collaborative effort between the employee, their manager and Human Resources.
Return to Work Process
RFA maintains a documented return to work process for its employees who have been absent due to a disability and who requires disability-related accommodations in order to return to work. The process includes an individual accommodation plan to facilitate the return to work.
Performance Management, Career Development and Advancement and Redeployment.
RFA will take accessibility needs and individual accommodation plans into consideration for employees with disabilities, as well as individual accommodation plans when conducting performance management, providing career development and advancement to employees, or when redeploying employees.
Questions about this policy
If you have any questions regarding this policy or would like to request a copy of this policy in a format that takes into account any disability you may have, you may contact us by any of the means noted above.
To view our Integrated Accessibility Standards – Multi-Year Accessibility Plan, please click here.
Information & Communications
Feedback, Accessible Formats & Communication Supports
RFA is committed to providing accessible information in an ongoing effort to make services available to customers, clients and employees of RFA. The purpose of this policy is to ensure that every reasonable effort is made to provide materials in alternate formats, upon request. RFA will make every effort to provide materials in an accessible format. If materials are not able to be converted to an accessible format, RFA will provide details of the reasoning behind why the material cannot be converted. In this case, RFA will provide a summary of the requested information or communications in a format that is suitable for the person with a disability.
Accessible Websites & Web Content
RFA will continue to make its website and web content conform to the World Wide Consortium Web Content Accessibility Guidelines (WCAG) 2.0 Level AA.
Employment
Recruitment – General
RFA is committed to removing barriers and meeting the accommodation needs of persons with disabilities to create a workplace that provides equal employment opportunities and employment practices throughout all stages of the employment life cycle.
Recruitment, Assessment or Selection Process
When recruiting, RFA will provide reasonable accommodations for applicants with disabilities. Candidates will be notified during the recruitment process that an accommodation can be provided upon request.
If a selected job applicant requests an accommodation, RFA will consult with the applicant and provide suitable accommodation that takes the person’s accessibility needs into account.
Notice to Successful Job Applicants and Employees About Accommodations
RFA will make available to all employees the policies in place to support persons with disabilities within a reasonable amount of time. Employees will be notified regarding any changes to these documents.
Upon request, this information will also be provided in an alternate format which will take an employee’s accessibility needs into account.
Informing Employees of Supports
RFA will inform its employees of its polices and of any changes to its policies which are used to support employees with disabilities. This information will be provided to new employees as soon as is practicable after commencing employment.
Accessible Formats & Communication Supports for Employees
Upon the request of an employee with a disability, RFA will consult with the employee in order to provide or arrange accessible formats and communication supports for information that is needed to perform the employee’s job and for information that is generally available to other employees. RFA will also consult with the employee making the request in determining the suitability of an accessible format or communication support.
Workplace Emergency Response Information
RFA will develop individualized emergency response information for employees who have a disability and will provide the plan in an accessible format (if the disability is such that the individualized information is necessary and RFA is aware of the need for an accommodation). In addition, this information will be provided, with the employee’s consent, to any person the employee designates as a support person. Individualized emergency response information will be provided as soon as is possible.
RFA reviews individualized workplace emergency response information when:
• The employee moves to a different location in the organization
• The employee’s overall accommodations needs or plans are reviewed
• RFA reviews its general emergency response policies
Documented Individual Accommodation Plans
For employees who require accommodations, an Individual Accommodation Plan will be developed. The Individual Accommodation Plan will involve a collaborative effort between the employee, their manager, and Human Resources.
Return to Work Process
RFA maintains a documented return to work process for its employees who have been absent due to a disability and who requires disability-related accommodations in order to return to work. The process includes an individual accommodation plan to facilitate the return to work. Human Resources will update the return to work plan as changes to the employee’s functional status become available.
Performance Management, Career Development and Advancement and Redeployment
RFA will take accessibility needs and individual accommodation plans into consideration for employees with disabilities, as well as individual accommodation plans when conducting performance management, providing career development and advancement to employees, or when redeploying employees.
Transportation
RFA is committed to meeting all legislated accessibility requirements. Currently, this IAS does not apply to our core business or strategic direction; however, this IAS will be monitored to ensure future compliance.
Design of Public Spaces
Exterior Paths of Travel, Service Counters and Waiting Areas
RFA has not newly developed or reconstructed any exterior paths of travel, service counters and waiting areas since January 2017 but is aware of the requirements of the Design of Public Spaces Standards should it do so in the future.
Maintenance of Accessible Elements
RFA is aware of the maintenance requirement should it newly develop or reconstruct any public spaces covered by the Design of Public Spaces Standards in the future.
If you would like more details about RFA Mortgage Corporation's accessibility plan and policies, please view the following documents:
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Integrated Accessibility Standards Overview
In 2005, the government of Ontario passed the Accessibility for Ontarians with Disabilities Act (AODA). The goal of the AODA is to remove barriers and make Ontario an accessible province for persons with disabilities. To help public, private and not-for-profit organizations identify, prevent and remove barriers to accessibility, the AODA sets out specific accessibility standards in five areas:
• Customer Service
• Information and Communications
• Employment
• Transportation
• Design of Public Spaces
RFA strives to provide an accessible environment for its employees and members of the public. RFA is committed to developing, implementing, and maintaining policies aimed at meeting the accessibility needs of persons with a disability in a timely manner.
RFA is committed to achieving accessibility and is responsible to ensure the goals of our multi-year accessibility plan are achieved. The multi-year plan accessibility plan is our framework to identify and eliminate barriers for persons with disabilities and support AODA requirements and initiatives. The plan will be reviewed every five years.
To obtain this information in an alternate format, please contact escalations@rfamortgages.com or 1.877.416.7873.
Multi-year Accessibility Plan
Click here to access RFA’s Multi-year Accessibility Plan.
We welcome your feedback about how we provide our products and services to people with disabilities. If you would like to provide comments or if you have questions about accessibility, or need our policy in an alternate format, you may contact us at 1.877.416.7873 or email escalations@rfamortgages.com.
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