Accessibility statement

FCT is committed to creating an inclusive environment that accommodates all individuals, including those with disabilities. We'll make every reasonable effort to ensure our communications are accessible and that our website and mobile apps conform to the Web Content Accessibility Guidelines (WCAG) 2.0, Level A & AA and comply with applicable accessibility laws.

We've partnered with Level Access to develop and manage our digital accessibility program. Our accessibility program evaluates and audits our digital communications on an ongoing basis and is supported by a diverse team of accessibility professionals, including people with disabilities. We are working to ensure our digital content meets required accessibility standards and goes beyond minimum compliance. We're doing this by making an assistive CX technology application available free of charge through our digital properties for customers who have trouble typing, gesturing, moving a mouse, or reading.

We want to hear from you if you encounter any accessibility barriers on our digital properties. Please contact our HR Shared Services team at HRSharedServices@fct.ca or call 905.287.1000 and we'll do our best to accommodate your request.

 

FCT's integrated accessibility standards policy, customer service policy and multi-year accessibility plan

 

Applicability 

This policy applies to FCT (which for this purpose includes FCT Insurance Company Ltd., the Canadian branch of First American Title Insurance Company, First Canadian Title Company Limited, and their affiliated companies in Canada (the “Company”)). 

This policy has been drafted in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”) and its Regulations. It provides information on how FCT meets the accessibility needs that apply to FCT in Ontario, including customer service, information and communications and employment. 

 

Statement of commitment

FCT 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're 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

FCT is committed to providing our customers with publicly available emergency information in an accessible way upon request. We'll also provide employees with disabilities with individualized emergency response information when necessary.

 

Training

FCT is committed to training all FCT employees and agency workers in accessible customer service, other Ontario’s accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities. 

In addition, we will train: 

  1. all persons who participate in developing the organization’s policies; and 
  2. all other persons who provide goods, services or facilities on behalf of the organization 

Training will be provided in a way that best suits the duties of employees as it relates to their specific roles. 

Training includes: 

  • purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service 

Standards 

  • our policies related to the Customer Service Standards 
  • how to interact and communicate with people with various types of disabilities 2 
  • 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, services or facilities to people with disabilities. These include: Wheelchairs, laptops, smartphones, tablets etc. 
  • what to do if a person with a disability is having difficulty in accessing our organization’s goods, services or facilities. 

We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies. 

We maintain records of the training provided including the dates on which the training was provided and the number of individuals to whom it was provided. 

 

Information and communications

FCT 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. FCT will provide, on request, information in an accessible format or with communication supports to people with disabilities, in a manner that accounts for their disability.

FCT will ensure the following are accessible to people with disabilities upon request and will post such information on its fct.ca website:

  • Information on how to retrieve feedback processes and publicly available information in an accessible format
  • A core team to be ready to make the feedback process available in conjunction with external resources.

 

Employment

FCT is committed to fair and accessible employment practices.

FCT is an equal opportunity employer and is committed to an active non-discrimination program. All FCT job postings incorporate FCT’s commitment to an inclusive work environment. Job applicants are notified that a request for accommodation will be accepted as part of FCT’s hiring process.

If a candidate specifies a need for accommodation, FCT will work with the candidate and arrange for a suitable accommodation process.

Successful candidates are notified about their rights to request accommodation and to discuss it with FCT prior to commencing employments so suitable arrangements are made.

FCT notifies staff that supports are available for those with disabilities as soon as practicable after they begin their employment. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that take into account an employee’s accessibility needs due to a disability.

We will consult with employees when arranging for the provision of suitable accommodation in a manner that takes into account the accessibility needs due to disability. We will consult with the person making the request in determining the suitability of an accessible format or communication supports specifically for:

  1. information that is needed in order to perform the employee’s job; and
  2. information that is generally available to employees in the workplace

Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. With the employee’s consent, we will provide workplace emergency information to designated person(s) who will be providing assistance to that employee during an emergency.

We will provide the information as soon as practicable after we become aware of the need for accommodation due to the employee’s disability.

We will review the individualized workplace emergency response information:

  1. when the employee moves to a different location in the organization.
  2. when the employee’s overall accommodations needs or plans are reviewed; and
  3. when the employer reviews its general emergency response policies.

We have a written process to develop individual accommodation plans for employees

We have a written process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work.

Our performance management, career development and redeployment processes take into account the accessibility needs of all employees.

 

Customer service

FCT has remained in compliance with the AODA Customer Service Standard, as follows:

  • Assistive devices

    The Company will ensure that staff members are trained and familiar with various assistive devices which we provide that may be used by customers with disabilities while accessing the Company's goods or services.

  • Communication

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

  • Service animals

    The Company welcomes people with disabilities and their service animals. Service animals are allowed on the parts of the Company 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 the Company premises or to access the Company's goods and services.

  • Notice of temporary disruption

    In the event of a planned or unexpected disruption to services for customers with disabilities, including the Company website or call centre, the Company will notify customers promptly and as appropriate, following established procedures. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. This notice will be placed on the Company website or at the Company home office in Oakville, Ontario as appropriate.

  • Training for staff

    The Company will provide training to all FCT employees as well as agency workers. The training will be provided to Ontario staff within ninety days of joining the Company and will include an overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.

  • Feedback process

    Customers who wish to provide feedback on the way the Company provides goods and services to people with disabilities can email or call the Company. Accessible formats and communication supports are available, on request. All feedback will be directed to either the Chief Compliance Officer. Customers can expect to hear back in 10 business days. Complaints will be addressed according to the Company’s regular complaint management procedures.

  • Modifications to this or other policies

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

 

Design of public spaces

FCT will meet the accessibility standards for the design of public spaces when building or making major modifications to public spaces at its offices in Ontario. Public spaces include: outdoor public eating areas; outdoor paths of travel; and service-related elements. FCT will put procedures in place to prevent service disruptions to its accessible parts of its public spaces.

In the event of a service disruption, we'll notify the public of the service disruption and alternatives available.

 

For more information and where to find a copy of this document

For more information on this accessibility plan, please contact the HR Shared Services team at:

Email: HRSharedServices@fct.ca

Phone: 905.287.1000

Accessible formats of this document are available free upon request from: HRSharedServices@fct.ca

FCT has provided our 2023 accessibility compliance report for download.

We can arrange for accessible feedback and alternate formats upon request

Last updated March 2024.