Accessible Member Service Plan

Providing Goods and Services to People with Disabilities

OPPA Credit Union is committed to excellence in serving all members including people with disabilities.

Assistive Devices

We shall ensure that our staff is trained and familiar with various assistive devices that may be used by members with disabilities while accessing our goods and services.


We shall 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 shall be allowed to have that person accompany them on our premises. Fees will not be charged for support persons for admission to OPPA Credit Union’s premises.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for members with disabilities, OPPA Credit Union shall notify members promptly. This clearly posted notice shall 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 shall be placed at all public entrances and service counters on our premises.

Training for Staff

OPPA Credit Union shall provide training to all Management personnel, employees, volunteers, Board of Directors and all those who are involved in the development and approval of member service policies, practices and procedures.  This training shall be provided as part of orientation training for new employees and on a continuing basis as required.  Training shall include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • OPPA Credit Union’s policy and procedures related to the member service standards
  • 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 support person

Feedback Process

Members who wish to provide feedback on the way OPPA Credit Union provides goods and services to people with disabilities can contact our office to obtain a Member Feedback Form. All feedback will be directed to the Senior Manager, Credit and Risk who will respond within a reasonable time period.

Modifications to This Policy

Any policy of OPPA Credit Union that does not respect and promote the dignity and independence of people with disabilities shall be modified or repealed.

Copies of OPPA Credit Union’s Accessibility Standards for Member Service Policy and Procedures are available upon request.


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