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Our Accessibility Plan
2026-2029

Learn more about Coast Capital’s approach to advancing accessibility for persons with disabilities.
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Gavin Toy

Message from the President & CEO

Coast Capital’s purpose—building better futures together—guides everything we do and shapes how we engage with our members, support our employees and strengthen our communities.

Accessibility is central to that purpose. At some point in our lives, many of us—or people close to us—will experience a temporary or permanent disability—whether that is apparent or non-apparent. That reality reminds us that accessibility is not separate from inclusion; it is essential to creating equitable experiences for everyone who interacts with us. When we remove barriers, we create opportunities for people to fully participate and succeed.

Our 2026–2029 Accessibility Plan builds on the important progress made through our previous plan. It reflects our continued commitment to advancing accessibility, upholding the principles of the Accessible Canada Act, and taking meaningful action to identify, remove, and prevent barriers across our organization. This work enables us to create a more accessible banking experience for our members and a more inclusive workplace for our employees.

This plan also comes at a defining moment in our journey. Following our merger with Prospera and Sunshine Coast Financial in May 2026, together we are now Canada’s largest purpose-driven credit union. Looking ahead, we have a unique opportunity to strengthen and align accessibility practices across our combined organization—learning from one another and delivering more inclusive experiences at greater scale.

As we work toward becoming a more equitable, diverse and inclusive organization, this plan strengthens accountability and supports the alignment of accessibility practices across our combined organization. A truly inclusive future is one where everyone has the opportunity to reach their full potential. We’re committed to building that future—together.

Gavin Toy
President and Chief Executive Officer

General

Contact Information

The accessibility lead for Coast Capital is our Chief People, Communications and Corporate Services Officer. You can reach out to Coast to provide feedback on this Plan, request alternative formats of this Plan, or request a description of the feedback process for accessibility at Coast Capital in an alternative format. To do this, please contact:

The following formats are available upon request:

  • Print
  • Large Print
  • Braille
  • Audio
  • Other electronic formats that are compatible with adaptive technologies

Learn more about the feedback process for accessibility by selecting this link.

About Coast Capital Savings Federal Credit Union

This Accessibility Plan applies to Coast Capital, part of Coast Capital Savings Federal Credit Union (CCSFCU), Canada’s largest national purpose-driven credit union. With more than 730,000 members and $40 billion in assets under administration, CCSFCU offers a modern, cooperative alternative in banking—strengthening choice, access and value for Canadians.

For over 85 years, we’ve worked to improve the financial well-being of our members, provide rewarding careers for our employees and positively impact communities. CCSFCU operates as a family of trusted brands, including Prospera, Coast Capital and Sunshine Coast Financial, serving members through more than 70 branches and across digital and phone channels to help them save, spend and invest confidently throughout their lifetime.

A proud social purpose organization and Certified B Corporation™, we are part of a global movement building a more inclusive, equitable and regenerative economic system. Over the last two decades, we’ve invested more than $135 million into the communities we serve. Consistently recognized as a best-in-class employer, we’re deeply committed to making our credit union a great place to work.

Our Commitment

We believe in equity, diversity, inclusion and accessibility. These values guide how we serve our members and support our employees. Coast Capital is a Certified B Corporation™, which means we meet high standards for social and environmental responsibility. Learn more about what B Corp certification means by selecting this link.

Accessibility is part of our promise to create a fair and inclusive experience for everyone. We are committed to removing barriers so that no person or community is left behind.

Our Journey

We started our inclusion journey in 2018 by creating an Equity, Diversity, Inclusion (EDI) Council and employee resource groups (ERGs). We also began offering training to help employees learn and grow. In 2020, we became a social purpose organization with a mission to help people achieve a better future.

Every year, we give back 10% of our budgeted bottom line to our communities. We continue to look for ways we can include racial equity and social justice in the work we undertake within communities.

Accessibility Plan

The principles of the Accessible Canada Act (ACA) align with our values. Our goal is to be a fully accessible and inclusive organization. This plan outlines the steps we will take to remove barriers for employees and members. Learn more about the Accessible Canada Act by selecting this link.

Coast Capital’s Approach to Disability

Coast Capital takes a person-first approach to disability. We know disability is complex. It happens when a person interacts with the world around them. Physical and non-physical barriers in workplaces and communities can limit full and equal participation.

Disability can happen at any time in life. Some people are born with a disability. Others develop one later. It can be permanent, temporary, or come and go. Disability can change over time. It may get worse, stay the same, or improve. It can range from very mild to very severe.

Our definition of disability builds on the Accessible Canada Act. It follows the social model of disability, which says barriers—not people—create disability. At Coast Capital, this reminds us that we have a responsibility to remove barriers. These barriers are created and reinforced by the ways we think and act as a society.

Consultations

We consulted employees with disabilities, allies, and others at Coast Capital to create this Accessibility Plan.

We also reviewed feedback from members with lived experience of disability. We presented the actions in this Plan to Coast Capital’s Equity, Diversity, and Inclusion, Accessibility (EDIA) Council. They provided input and feedback. This Council includes employees with disabilities. This feedback from persons with disabilities guided our Accessibility Plan.

Coast Capital participates in industry discussions about accessibility. We attend monthly meetings hosted by the Canadian Bankers Association. These meetings focus on priority areas for accessibility standards. Our participation helps us stay informed and contribute to improving accessibility at Coast Capital and in the financial sector.

In 2025, we hired an Equity, Diversity, Inclusion, Accessibility (EDIA) and Policy Specialist and an Occupational Health and Safety (OHS) Disability and Accommodation Specialist. These roles help create strategies, policies and practices that foster a barrier-free and inclusive environment for both employees and members. To strengthen inclusivity, we have built awareness of our accommodation commitments within our internal recruitment practices.

Accessibility Plan Development Process

Coast Capital developed this Accessibility Plan through internal collaboration and engagement. The plan reflects lived experiences and organizational priorities.

To build this plan, we:

  • Reviewed survey feedback from members about accessibility in our branches, including feedback from members with disabilities.
  • Reviewed our documented processes and policies. We explored accessibility in the seven priority areas outlined in the Accessible Canada Act.
  • Assessed accessibility in our digital tools and physical spaces.
  • Consulted with employees with disabilities and allies at Coast Capital.

This work helped us identify barriers to accessibility at Coast Capital. It guided the actions in this Accessibility Plan to remove or reduce those barriers.

Coast Capital’s Accessibility Plan aligns with our EDIA organizational strategy. We have set goals that support inclusive hiring practices and reasonable accommodations for employees with disabilities. These goals are cross-functional and connected to our broader equity, diversity, inclusion, and accessibility commitments. This alignment ensures that accessibility is part of how we hire, support, and retain talent across Coast Capital.

team sittng at a table one woman has a prosthetic arm

Areas Described Under the Act

There are seven priority areas described under Section 5 of the Accessible Canada Act, which are as follows:

  1. Employment
  2. The Built Environment
  3. Information and Communication Technologies (ICT)
  4. Communication (other than ICT)
  5. Procurement of Goods, Services and Facilities
  6. Design and Delivery of Programs and Services
  7. Transportation

For each priority area in this plan, we have included:

  • A short summary
  • What we are doing well
  • Barriers to accessibility
  • The actions we will take to reduce or remove those barriers

Culture and Governance

What We Are Doing Well

We are building a shared understanding that accessibility is essential to equity, diversity, and inclusion. Through conversations, committees, ERGs and networks, and learning opportunities, we have been socializing accessibility as a shared responsibility and an important part of how we create inclusive experiences for employees, members, and communities. Additionally, our Social Purpose Office is focused on supporting our members, employees, and broader communities - equity, diversity, inclusion, and accessibility are essential to this focus. External recognition has reinforced our culture of inclusive leadership and accountability. In 2025, the Clearbrook Branch was recognized with the Inclusive Employer Excellence Award, reflecting Coast Capital’s commitment to accessibility, equity, and inclusion through leadership practices. EDIA and plain language are being integrated into hiring, policy, and learning practices.

Barriers

While meaningful progress has been made, we recognize some barriers that limit consistency and impact:

  • Accessibility awareness and understanding varies across the organization, particularly regarding the practical application of accessibility requirements and day-to-day workflows.
  • Accessibility efforts are not always embedded early in planning and design processes, increasing the risk of reactive rather than proactive solutions.

Actions

  • Integrate accessibility considerations early into planning design, and approval processes to reduce reactive solutions.
  • Continue to build accessibility awareness through internal and external learning opportunities, while increasing focus on practical, role-based application of accessibility requirements within day-to-day workflows
  • Expand the use of plain language, inclusive communication, and accessible design principles across policies, learning materials, and internal/external communications.
  • We will continue to hold yearly events and activities, through our DisAbility @ Coast ERG, during specific times of the year to promote accessibility. The times of the year may include:
    • National AccessAbility Week
    • International Day of Persons with Disabilities
    • National Disability Employment Awareness Month

Employment

The Employment priority area covers an employee’s entire experience at Coast Capital. It starts from the recruitment and onboarding process and ends when the individual leaves the organization. It also includes accommodation and short and long-term disability absences from work. Within Employment, Coast Capital will focus its efforts on:

What We Are Doing Well

We have taken meaningful steps to strengthen accessibility and inclusion across the employee lifecycle. Coast Capital has published an Accessibility Policy and launched mandatory accessibility training to build awareness and shared responsibility across the organization. We have hired dedicated accessibility focused roles to support this work and embedded accessibility into recruitment practices, including accessibility statements and clear accommodation processes in job postings. A formal process is in place to support candidate accommodation requests, and hiring tools have been reviewed with equity, diversity, inclusion, and accessibility considerations. Self-identification is built into the application and onboarding process. Furthermore, we now collect recruitment data related to persons with disabilities. We have also introduced Individual Emergency Evacuation Plans, implemented an ergonomic program, and established a centralized accommodation budget to improve consistency, equity, and access to workplace supports.

Hiring

Barriers Related to Hiring

  • Coast Capital shares its job postings on traditional job search engines but can also share job postings on accessibility-based organizations’ job boards or websites.
  • Hiring practices are not standardized across the organization, which can result in inconsistent candidate assessment.
  • Job postings do not consistently use inclusive and accessible language.

Actions Related to Hiring

  • We will aim to partner with organizations or hiring programs for persons with disabilities. This will help make our available positions more visible to individuals with disabilities.
  • We will develop and implement a standardized interview scoring system and accountability checklist for hiring managers.
  • We will establish guidelines for diverse interview panel compositions.
  • We will review and revise job postings for inclusive and accessible language.

Accommodations

Barriers Related to Accommodations

  • We lack internal expertise in assistive technology and digital accessibility integration.
  • We lack internal expertise in accommodation and accessibility assessments for complex disability needs.
  • We lack tools for those on a leave of absence to access internal job postings when necessary.

Actions Related to Accommodations

  • We will strengthen internal knowledge and resources in assistive technology and digital accessibility integration to effectively assess and implement employee accommodation needs.
  • We will partner with a third-party vendor who can support accommodation and occupational workplace assessments and recommendations.
  • We will develop a process to support employees with an internal job search as required, when on a leave of absence.

Data

Barriers Related to Data

  • Opportunities exist to improve communication with employees about self-identification.

  • We do not gather or analyze employee feedback specific to accessibility across the employee lifecycle.

Actions Related to Data

  • We will develop a multi-year communication plan to explain the benefits of self-identification to employees.
  • We will collect and use employee feedback about accessibility through existing engagement and feedback tools.

Training

Barriers Related to Training

  • Training related to inclusive hiring practices and bias awareness is not role-specific or embedded across all stages of the hiring process.

Actions Related to Training

  • We will create micro-learning opportunities for hiring managers and leaders on inclusive hiring practices and unconscious bias.
  • We will provide the Talent Acquisition (TA) team with EDIA training and practical tools to embed inclusive practices throughout recruitment and hiring.

The Built Environment

What We Are Doing Well

We have made improvements to the built environment to support accessibility for employees and members. This includes improving accessible parking design, such as adding rear vehicle unloading space and clearly marked sidewalk access points. At the Cloverdale Branch, employee workstations were upgraded with ergonomic task chairs, and desks were replaced with height adjustable sit-stand desks. At the Grandview Corners Branch, employee workstations and member seating were updated with ergonomic task chairs, and teller stations were upgraded with height adjustable chairs that include footrests. The Facilities team attended training through the Rick Hansen Foundation, to build awareness of accessibility considerations. During the design of the new Austin Heights Branch, accessibility considerations were incorporated through consultation on automatic door operator controls, as well as inclusive and accessible signage to support wayfinding.

Barriers

  • We do not identify branches that support barrier-free physical access in Coast Capital's Branch Locator.
  • We do not currently have a standardized accessible communication protocol to proactively notify persons with disabilities of any planned or unplanned service disruptions (e.g., construction, elevator outages).

Actions

  • We will identify branches that are accessible. We will work to implement a filter on our website and mobile application to help members easily identify the accessibility features of each branch.
  • We will develop and implement a standardized accessible communication protocol to ensure persons with disabilities are proactively notified of any planned or unplanned service disruptions that may impact access to facilities or services. Communications will use plain language, accessible formats, and multiple channels.

Information and Communication Technologies (ICT)

What We Are Doing Well

We have made meaningful improvements to our ICT that support accessibility for employees and members. Coast Capital developed a Web Content Accessibility Guidelines (WCAG) 2.0 AA Action Plan to guide remediation across digital, member-facing platforms, and we continue to meet internal timelines. Our Brand Guide has been updated to reflect accessible communication standards. We improved usability and accessibility on our internal intranet by transitioning from SharePoint Classic to SharePoint Modern. Enhancements to our digital banking platform, such as bulk bill payments and streamlining multi-membership reporting, reduce navigation barriers for members. Employees benefit from the Windows 11 upgrade, which includes improved built-in accessibility tools. Additionally, we launched the Automated Banking Machine (ABM) upgrade project to enhance digital banking experiences for all users.

Barriers

  • Additional work is required to align digital accessibility with the ICT requirements.
  • We lack internal technical accessibility expertise to design, assess, and maintain digital products and services in alignment with WCAG, across ICT systems.
  • We do not include a list of accessible ABMs on our external website so members can locate their nearest accessible ABM.

Actions

  • We will implement a phased approach to align digital assets, including public facing websites, web applications, mobile applications, and digital documents, with ICT accessibility requirements.
  • ICT Teams will take training on WCAG standards, e.g. WebAim Conference, and will require a refresher every three years.
  • We will ensure appropriate resources are in place to support digital accessibility across ICT systems.
  • We will identify accessibility features of our ABMs on our website.

Communication other than Information and Communication Technologies (ICT)

What We Are Doing Well

We have taken meaningful steps to improve accessible and inclusive communication for employees and members. EDIA and plain language are being integrated into hiring, policy, and learning practices. We have onboarded a document remediation vendor to support the creation of accessible internal and external documents. We developed an Accessibility Policy that outlines processes for requesting alternate formats and provides clear feedback mechanisms for reporting accessibility barriers. Accessibility advocacy has been recognized through employee awards, and sign language interpretation is included as a standard feature at all Annual General Meetings (AGMs). Accessibility statements and job postings have been updated to reflect Coast Capital's commitment to inclusion. Our Communications Team continues to support the Disability @ Coast ERG in raising awareness and amplifying accessibility-related content and initiatives across the organization. Furthermore, improvements have been made within our internal intranet platform to enhance clarity and usability in accessing internal information and resources.

Barriers

  • We do not have a consistent process to ensure all public-facing communication is accessible.
  • We do not provide member-facing employees with sufficient guidance and training to support member accessibility-related needs.

Actions

  • We will establish internal publishing procedures to ensure all member-facing PDFs are created in accessible format by default.
  • We will develop and deliver training for member-facing employees to support interactions with members who request alternate formats or are accompanied by service animals or support persons.

The Procurement of Goods, Services, and Facilities

What We Are Doing Well

We have taken steps to strengthen accessible procurement practices across the organization. Internal policies have been updated to reflect a commitment to considering accessibility requirements wherever possible when purchasing goods and services. The procurement team has also completed accessibility-focused training to build internal knowledge and capacity.

Barriers

  • Accessibility requirements are not always identified, assessed, or documented in our procurement process.

Actions

  • We will be implementing a procurement checklist that will facilitate accessible procurement decisions and will include accessibility clauses in our contractual agreements where applicable.

The Design and Delivery of Programs and Services

What We Are Doing Well

We offer members a range of financial products and services that support accessible banking and provide multiple ways to access services so members can choose the option that best meets their needs. In addition to offering accessible products and services, members are supported through career coaching and access to financial education resources. We have established processes to receive and review member feedback related to accessibility, including adding accessibility questions to member surveys. An Accessibility Policy has been developed to guide inclusive service delivery, including processes for alternate format requests and support for members accompanied by service animals or support persons. We have also introduced a self-serve digital mortgage renewal option that provides a flexible and accessible way for members to renew their mortgage online.

Barriers

  • People with lived experience of disability are not consistently involved in the design or redesign of programs and services.
  • While accessibility-related feedback is collected, members may not always see how their feedback informs changes to programs and services.

Actions

  • Involve people with lived experience of disability in the design and redesign of programs and services.
  • Share plain-language updates that highlight service improvements informed by accessibility feedback.

Transportation

What We Are Doing Well

We have taken steps to improve accessible transportation and parking for employees and members. Our accommodation program has been updated to include support for accessible transportation, lodging, parking, and the reimbursement of accessibility-related costs. We have also implemented accessible parking standards that support safe and independent access.

Barriers

  • Accessibility needs related to transportation, accommodation, and reimbursement are not clearly reflected in business travel for employees.
  • Accessibility-related travel support and costs are not currently managed through a centralized defined process.

Actions

  • We will update policies to include accessibility provisions to ensure equitable planning, transportation, accommodation, and reimbursement for employees with disabilities.
  • We will establish a centralized approach for managing accessibility-related travel support and costs.

Definitions

Accessibility

Accessibility refers to how services, technology, locations, devices, environments, and products are designed to accommodate persons with disabilities. Accessibility means giving people of all abilities equal opportunities to take part in life activities. According to the Ontario Human Rights Commission, the term implies conscious planning, design, and/or effort to make sure something is barrier-free to persons with disabilities. Accessibility also benefits the general population by making everything more usable and practical for all people.

Accommodation

The process of taking steps to adjust rules, policies, practices or situations that have a negative impact on an individual or groups protected under applicable human rights or accessibility legislation.

Alternate Format

A format that allows people with disabilities to access content in a manner that is relevant to them, and equivalent to the experience of others. Examples include accessible PDFs, large print, Braille, and audio.

Assistive Technology

Assistive technology is any device, software, or tool that helps a person with a disability do a task more easily. Examples include screen readers, speech to text software, ergonomic equipment, or communication devices.

Barrier

According to the Accessible Canada Act (2019), a barrier is “anything - including anything physical, architectural, technological, or attitudinal, anything that is based on information or communications or anything that is the result of a policy or a practice - that hinders the full and equal participation in society of persons with an impairment, including a physical, mental, intellectual, cognitive, learning, communication or sensory impairment or a functional limitation.”

Disability

According to the Accessible Canada Act (2019), disability is defined as “any impairment, including a physical, mental, intellectual, cognitive, learning, communication or sensory impairment — or a functional limitation — whether permanent, temporary or episodic in nature or evident or not, that, in interaction with a barrier, hinders a person’s full and equal participation in society.”

Plain Language

Plain language means writing and speaking in a clear, simple way so people can easily understand the information the first time they read or hear it. It avoids unnecessary jargon and uses everyday words.

Remediation

Remediation is the process of fixing digital content, documents, websites, applications, or systems, so they meet accessibility standards, such as the Web Content Accessibility Guidelines (WCAG).

Service Disruption

A service disruption is when something is not working the way it normally does. For example, if an elevator, door opener, website feature, or branch entrance is temporarily unavailable. Service disruptions can make access harder for people with disabilities.

Web Content Accessibility Guidelines (WCAG)

The Web Content Accessibility Guidelines or WCAG are technical standards on web accessibility. WCAG covers a wide range of recommendations to make websites fully accessible.