Accessible customer service policy

Richardson Wealth is committed to providing excellence in accessible service for all customers. 

Richardson Wealth will use reasonable efforts to ensure that its policies, practices and procedures are provided in a manner that respects the dignity and independence of persons with disabilities and that the services provided are integrated with those provided to persons who do not have disabilities unless an alternative measure is necessary to enable a person with a disability to obtain, use or benefit from Richardson Wealth’s services. 

When communicating with a person with a disability, Richardson Wealth will do so in a manner that takes into account the person’s disability when necessary.

General principles

Assistive devices

Richardson Wealth will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.

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.  It should be noted that it is the responsibility of the person with a disability to ensure that his or her service animal is kept in control at all times.

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.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities at any Richardson Wealth branch location, clients will be notified by posting the details at the branch location.  The notification will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities, if available.

Training

Richardson Wealth will provide training to all employees, regardless of province, on our accessible customer service policy.  The amount and format of training given will be tailored to suit each employee’s interaction with clients and will focus on the following:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Richardson Wealth’s policy
  • 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 a Richardson Wealth branch location.

Employees will be trained as soon as practical following their date of hire, no more than 6 months after their start date, as well as on an ongoing basis as changes occur to applicable policies, procedures and practices. Richardson Wealth will keep records of the training.  

All documents required by the Accessibility Standards for Customer Service are available upon request, subject to privacy protection laws.  When providing such documents to a person with a disability, Richardson Wealth will provide the document, or the information contained in the document, in a format that takes into consideration the person’s disability.

Feedback

Richardson Wealth is committed to providing high quality service to all of our clients.  Feedback from clients about the delivery of services to persons with disabilities may be given in confidence by telephone, in person, in writing, in electronic format or through other methods.

Email To: 

Accessibility@RichardsonWealth.com 

Mail or deliver to:

Richardson Wealth
Human Resources
145 King Street West, Suite 500
Toronto, Ontario
M5H 1J8

Fax to:

416.943.6691

Click here for our Accessibility Policy & Practice


Our Commitment - MyRichardsonWealth

Richardson Wealth Limited considers digital accessibility a vital element in today's digital landscape. Ensuring that MyRichardsonWealth is perceivable, operable, and understandable by people with one or more physical or cognitive disabilities, whether temporary or permanent, is important to us. As such, we have set forth a clear plan to achieve the digital accessibility of MyRichardsonWealth. Our goal is to achieve level AA conformance as set forth by the internationally accepted accessibility standard, WCAG 2.1. To help us achieve conformance , we have enlisted the services of Online ADA, a national leader in digital accessibility consulting services.

It is our pledge to our customers that we will do everything in our power to ensure that MyRichardsonWealth meets the Level AA WCAG 2.1 standard. This standard continually evolves; interpretation of the guidelines is fluid and can shift as accessibility professionals more fully examine their implications and application.

Certified WCAG 2.1 AA Partially Conformant

Conformance Status: Partial Conformance

Online ADA has analyzed MyRichardsonWealth using industry-standard automated and manual auditing procedures to identify WCAG violations. Our team has fixed the identified violations, with exceptions as noted below, and Online ADA has confirmed that if the excepted content were removed, MyRichardsonWealth would meet or exceed the WCAG 2.1 level AA standard.

Exceptions

  1. Some user interface components, particularly comboboxes, created by Telerik are technically not in conformance with the HTML specification, which results in automated accessibility checkers marking these components as failing one or more WCAG 2.1 success criteria. The components work properly for all users in spite of this.
  2. The Markets section of the platform incorporates content by Thomson Reuters that does not meet color contrast minimums, have keyboard accessibility problems, have motion that cannot be paused or stopped, and that do not fully conform to the HTML specification. Richardson Wealth Limited is working with the content provider to resolve the accessibility problems.

Feedback & Formal Complaints

If, for any reason, you find that a part of MyRichardsonWealth does not meet the WCAG 2.1, Level AA standard, or find that a part could have its accessibility improved, please reach out to us and we will review your feedback promptly and carefully.

Web Technology Requirements

Accessibility of MyRichardsonWealth relies on the following technologies to work with the particular combination of web browser and any assistive technologies or plugins installed on your computer:

  • HTML
  • WAI-ARIA
  • CSS
  • JavaScript

These technologies are relied upon for conformance with the accessibility standards referenced.


Our Commitment - Richardson Wealth corporate website

Richardson Wealth Limited considers digital accessibility a vital element in today's digital landscape. Ensuring that Richardson Wealth corporate website is perceivable, operable, and understandable by people with one or more physical or cognitive disabilities, whether temporary or permanent, is important to us. As such, we have set forth a clear plan to achieve the digital accessibility of Richardson Wealth corporate website. Our goal is to achieve level AA conformance as set forth by the internationally accepted accessibility standard, WCAG 2.1. To help us achieve conformance , we have enlisted the services of Online ADA, a national leader in digital accessibility consulting services.

It is our pledge to our customers that we will do everything in our power to ensure that Richardson Wealth corporate website meets the Level AA WCAG 2.1 standard. This standard continually evolves; interpretation of the guidelines is fluid and can shift as accessibility professionals more fully examine their implications and application.

Certified WCAG 2.1 AA Partially Conformant

Conformance Status: Partial Conformance

Online ADA has analyzed Richardson Wealth corporate website using industry-standard automated and manual auditing procedures to identify WCAG violations. Our team has fixed the identified violations, with exceptions as noted below, and Online ADA has confirmed that if the excepted content were removed, Richardson Wealth corporate website would meet or exceed the WCAG 2.1 level AA standard.

Exceptions

  1. Some infographics on the site have title attributes with values comprised of file names. These do not seem to be communicated to assistive technologies, however, and so do not affect the user experience.

Feedback & Formal Complaints

If, for any reason, you find that a part of Richardson Wealth corporate website does not meet the WCAG 2.1, Level AA standard, or find that a part could have its accessibility improved, please reach out to us and we will review your feedback promptly and carefully.

Web Technology Requirements

Accessibility of Richardson Wealth corporate website relies on the following technologies to work with the particular combination of web browser and any assistive technologies or plugins installed on your computer:

  • HTML
  • WAI-ARIA
  • CSS
  • JavaScript
These technologies are relied upon for conformance with the accessibility standards referenced.