Accessible Customer Service Plan

Providing Products and Services to People with Disabilities

Luminus Financial is committed to excellence in serving all customers including people with disabilities.

Assistive devices
We will ensure that our staff is familiar with various assistive devices that may be used by customers/members with disabilities while accessing our 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, Luminus Financial will notify customers/members promptly. 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.
The notice will be placed at all Luminus Financial branches and our website.

Training for staff
Luminus Financial will provide training to all its employees, board of directors, volunteers and others who deal or may deal with the public or other third parties on their behalf.
This training will be provided to employees, board of directors, volunteers, and others within three months of being hired or voted into their positions. 
Training will include:
• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• Luminus Financial’s accessible customer service plan.
• 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
• What to do if a person with a disability is having difficulty in accessing Luminus Financial’s products and services
Employees, board of directors, volunteers, and others will also be trained when changes are made to Luminus Financial’s accessible customer service plan.

Feedback process
Customers who wish to provide feedback on the way Luminus Financial  provides products and services to people with disabilities can, e-mail, telephone, mail, there suggestions or opinions. All feedback and or member complaints will be directed to the Compliance Officer.  If requested, members can expect to receive a response within fourteen days.

Modifications to this or other policies
Any policy of Luminus Financial that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.