Accessibility

As a leading global financial services group, we’re in the privileged position of being able to help millions of customers live longer and healthier lives, protect what matters the most, manage their wealth and save for retirement. We believe that providing accessible products and services is a very important part of being a professional and socially responsible financial services company. Our mission is to help people make decisions easier and lives better.

This policy has been developed to break down barriers and increase accessibility for persons with disabilities in the areas of Customer Service, Information and Communications, and Employment.

This policy is intended to promote outcomes for our customers that are consistent with the principles outlined in Manulife’s Fair Treatment of Customers Policy.

If you would like more information about accessibility at Manulife, we encourage you to review the following information or to contact us at accessibility@manulife.ca or 1-855-891-8671.

Manulife is committed to excellence in servicing all customers including people with disabilities. We have implemented a Customer Service Policy to comply with our obligations under applicable accessibility legislation.

We want our Company to be a place where everyone feels included, respected and comfortable with being themselves. And to truly understand and best serve our customers, we need to be as diverse as they are.

We’re fostering a working environment where all our employees feel accepted, valued and included. We believe that strength lies in embracing our differences and that diversity plays a key role in driving innovation and growth within our Company.

As part of Manulife’s accessibility strategy, our internal policies and procedures help ensure our employees and candidates are well informed of the following:

• Process to request accommodation
• Support and individualized accommodation plan for employees and applicants with disability and accessibility needs
• Accessible formats and communication support
• Individualized workplace emergency response information
• Return to work process for employees who have been absent from work due to a disability and who require disability-related accommodations
• Performance management and career development

Manulife will notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment process. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Manulife will notify job applicants, when they are individually selected to participate further in an assessment or selection process, that accommodations are available upon request in relation to the materials or processes to be used.

If a selected applicant requests an accommodation, Manulife will consult with the applicant and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

When making offers of employment, Manulife will notify the successful applicant of its policies for accommodating employees with disabilities.

Manulife has developed and will maintain a Multi-Year Accessibility Plan outlining the company’s strategy to prevent and remove barriers from its workplace and to improve opportunities for persons with disabilities.

The Multi-Year Accessibility Plan will be reviewed and updated at least once every five years and is posted on the Company’s internal and external websites. Upon request, Manulife will provide or arrange for the provision the Multi-Year Accessibility Plan in an alternate format, in a timely manner. Please contact us at accessibility@manulife.ca or 1-855-891-8671 to request an alternate format of the Multi-year Accessibility Plan.

Manulife will provide training to employees, volunteers, individuals who are involved in the development of customer service/employee policies, practices and procedures and all individuals providing goods, services or facilities on the Company’s behalf on applicable accessibility legislation and on the Human Rights Code as it relates to people with disabilities. Training will be provided to new employees at the time of hire The training provided will take into consideration and be appropriate to the duties of those receiving the training.

Manulife is committed to the ongoing review of its policies, practices and procedures.

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

To obtain this document in an alternate format, please contact accessibility@manulife.ca or 1-855-891-8671.

Manulife will communicate with persons with disabilities in ways that take into account their accessibility needs.

This means staff will communicate in a way that enables persons with disabilities to communicate effectively for purposes of using, receiving and requesting goods, services and facilities.

Upon request, we will provide, or arrange for the provision of, accessible formats or communication supports for persons with disabilities in a timely manner, taking into account the person's accessibility needs due to disability, and at a cost that is no more than the regular cost charged to other persons. 

We will consult with the customer to determine the suitability of the accessible format or communication support. Where it is not practicable to provide the requested alternate format or communication support, the person with disability will be informed in a timely manner.

Please contact us at accessibility@manulife.ca or 1-855-891-8671 to request an alternate format or communications supports.

Manulife is committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our goods and services.

Manulife will ensure that staff are familiar with and can advise customers regarding the assistive devices that are available to help them access our goods and services.

Persons with disabilities may bring their service animal on the parts of our premises that are open to the public.

Any person with a disability who is accompanied by a support person will be allowed to have that support person accompany them on company premises.

When support persons are required (e.g., sign language interpreters, real-time captioners, attendants) for company meetings, consultations, or events, Manulife will, upon request, pay support persons directly for their time and reasonable travel expenses, in accordance with company travel and hospitality guidelines.

On rare occasions where Manulife determines that, in compliance with other applicable laws, a support person or a service animal is unable to enter an area of the premises, we will suggest appropriate alternatives and provide assistance.

Manulife will continue to consider accessibility needs when designing, procuring or acquiring our self-serve kiosks to better serve persons with disabilities.

Manulife will notify customers in the event of a planned or unexpected disruption in the facilities or services used by persons with disabilities. The notice will include information about the reason for the disruption, how long the disruption is expected to last, and a description of any alternative facilities or services that are available.

The notice will be placed at all public entrances and reception counters on our premises. Depending on the nature of the disruption, notice will also be provided on outgoing telephone recordings and/or on Company websites.

Manulife will provide training to all employees, volunteers, individuals who are involved in the development of customer service/employee policies, practices and procedures and all individuals providing goods, services or facilities on the Company’s behalf. Training will be provided to new employees at the time of hire.

• The training will include:
• Definition of disability.
• Manulife commitment, policy, practices and procedures relating to the provision of goods or services to persons with disabilities.
• A review of the purposes of accessibility laws, accessible customer service standards.
• Information and communication standards and other applicable standards as may be developed under accessibility laws.
• The human rights codes as it relate to people with disabilities.
• Tips on how to interact and communicate with persons with various types of disabilities.
• How to interact and communicate with persons 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 Manulife’s premises, or otherwise, that may assist with the provision of goods or services to persons with disabilities.
• What to do if a person with a disability is having difficulty in accessing Manulife’s goods and services.
• Employment standards to support employees with disabilities

Training will be provided to:

• All its employees and volunteers;
• All persons who participate in developing Manulife’s policies; and
• All other persons who provide goods, services, or facilities on behalf of Manulife.

The training will be appropriate and geared towards the duties of the employees, volunteers and other persons. Training will also be provided when changes are made to Manulife’s accessibility policies. Manulife will keep a record of the training it provides.

To continue to improve our customer service, we welcome your comments about the provision of our goods and services to people with disabilities. We will continue to ensure that our process for receiving and responding to feedback is accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communications supports, upon request. Please contact accessibility@manulife.ca or 1-855-891-8671.

Privacy will be respected and feedback will be reviewed and addressed in accordance with the company’s Complaint Handling protocols.

Customers can expect an acknowledgement within two business days and, in most cases, a response within fifteen business days of the receipt of the complaint.

Our first plan covered the period of 2012 – 2021. This new Multi-Year Accessibility Plan builds on this work and reaffirms Manulife’s commitment to accessibility across its Canadian operations.

Policies, procedures and processes have been put into practice and are based on best practice research and the general requirements of accessibility standards. They align with Manulife’s belief that everyone should be treated with courtesy and respect and made to feel welcome. We remain committed to complying with our policies and will review them on an ongoing basis for any required changes in order to promote accessibility within our operations.

Manulife is committed to offering products and services to persons with disabilities, in ways that are consistent with the principles of dignity, independence, integration and equal opportunity. Manulife has a core belief that everyone should be treated with courtesy and respect and made to feel welcome.

Manulife has put policies, procedures and processes in place to provide accessible customer service. Policies, procedures and processes will be reviewed on a periodic basis and cover the following:  

How to communicate with persons with disabilities in ways that consider their disability. This means staff will communicate in a way that enables persons with disabilities to communicate effectively for purposes of using, receiving and requesting goods, services and facilities.

How to provide, or arrange for the provision of, accessible formats and communication supports for persons with disabilities in a timely manner, considering the person’s accessibility needs due to disability. These documents will be provided at a cost that is no more than the regular cost charged to other persons.

The type of devices that are available for customers to use in accessing our goods and services.

• That a support person is allowed to accompany a person with disability on company premises.
• Persons with disabilities are allowed to bring their service animal on the parts of our premises that are open to the public.

What measures should be taken in the event of a planned or unexpected disruption in the facilities or services used by persons with disabilities. 

• Our commitment to ensure that the feedback process is accessible to persons with disabilities, and the need to receive and respond to feedback from the public in a timely manner that takes into consideration the persons disability
• Complaints will be addressed by the Ombudsman.

• Staff in Ontario and Manitoba have taken the training that outlines the requirements of the accessibility standards, including customer service and the applicable Human Rights Code as it pertains to persons with disabilities. The training is rolled out to new employees as part of the new hire curriculum.
• A refresher training course will be provided in 2021, and will be expanded to all employees who interact with our customers and who are involved in the development of customer service policies, practices and procedures, regardless of their location.

Manulife will provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary, and if Manulife is aware of the need for accommodation due to the employee’s disability. Manulife will take the appropriate steps to determine whether employees require individualized emergency response information.

Manulife will take into account the accessibility needs of employees with disabilities, as well as any individual accommodation plans, when:

• Using performance management processes with employees with disabilities.
• Providing career development and advancement to employees with disabilities.
• Redeploying employees with disabilities.

• Manulife will endeavour to make our public websites, including web content, conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 – Level AA. Work on ensuring that our external web content complies with WCAG 2.0, Level AA is an ongoing process.
• Website means a collection of related web pages, images, videos or other digital assets that are addressed relative to a common Uniform Resource Identifier (URI) and accessible to the public.

Manulife will provide customers and other third parties with any publicly available emergency information in an accessible manner, upon request.

Manulife will focus on removing barriers in our buildings and public spaces.

• Buildings – As of January 1, 2015, new construction and renovations will reflect updated accessibility requirements as outlined by building codes.
• Public Spaces – Will be redesigned to meet accessibility standards where there is new construction and major changes to existing features.
• Manulife will maintain procedures for preventative and emergency maintenance of accessible elements in its public spaces.
• In the event of a planned service disruption to facilities and services that are relied upon by persons with disabilities to access Manulife’s facilities and public spaces, notice of the disruption will be provided in advance. In the event of an unexpected disruption, notice will be provided as soon as possible.