Accessibility Policy

Our commitment

Franklin Templeton Investments Corporation (“Franklin Templeton”) is committed to creating an inclusive environment for people with varying abilities to promote the equality for all. We aim to do this by ensuring equal opportunities through accessible means for clients, for employees, and for those that may review or select our goods and services to meet their future goals. We recognize the need to identify and remove barriers faced by people with disabilities and we are firmly committed to meeting the needs of people with disabilities in a timely manner through compliance with the requirements under the Accessibility for Ontarians with Disabilities Act, 2005 (“Act”) (AODA).

In accordance with the Act and the Integrated Accessibility Standards Regulations (Ontario Regulation 191/11) (the “IASR”) Franklin Templeton has developed this policy in order to achieve greater accessibility for people with disabilities and to meet its obligations under the IASR.

For the purpose of this policy, Franklin Templeton includes Franklin Templeton’s Canadian subsidiaries, Fiduciary Trust Company of Canada, and FTC Investor Services Inc. 

This Policy applies to all employees of Franklin Templeton and all individuals and other third parties that provide goods, services, or facilities on Franklin Templeton’s behalf.

If you have any questions about the accessibility of our website, products and services, or if you have suggestions about improving the usability or accessibility of the information we provide, please contact us by email at service@franklintempleton.ca or by phone at 1-800-387-0830. You may also contact us via a message relay service (MRS). To enable us to respond in a manner most helpful to you, please indicate the nature of the accessibility question or issue, your contact information and preferred method of contact.

Accessibility Plan

Franklin Templeton has established a multi-year accessibility plan that outlines our strategy to prevent and remove barriers and meet the requirements under the IASR. We will review and update the accessibility plan at least once every five years. Our accessibility plan will be posted on our website and will also be made available in an accessible format upon request.

CUSTOMER SERVICE

Franklin Templeton is committed to excellence in customer service, and to providing our products and services in a way that respects the dignity and independence of persons with disabilities. We are also committed to ensuring that customers with disabilities receive accessible products and services with the same quality and with similar timeliness as others do.

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  • Franklin Templeton employees or others located both in and outside of Ontario, who provide goods, services, or facilities to Ontarians on behalf of Franklin Templeton are required to abide by this policy. This policy does not encompass service to employees or internal partners; these are addressed in our Accessibility Plan.

  • Franklin Templeton will put in place strategies to communicate with people with disabilities in ways that take into account their disability.

    We will train all employees and volunteers and others who communicate with customers on Franklin Templeton’s behalf on how to interact and communicate with people with various types of disabilities.

  • Franklin Templeton is committed to providing fully accessible telephone service to our customers. We will train employees to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly.

    We will offer to communicate with customers by email, instant message conversation, or relay services if telephone communication is not suitable for a customer’s communication needs or is not available.

  • Currently, Franklin Templeton does not have self-serve kiosks. However, if Franklin Templeton decides to design, procure, or acquire self-serve kiosks at a future date, we will have regard to accessibility for people with disabilities.

  • Franklin Templeton is committed to providing accessible statements to all our customers. For this reason, statements will be provided in customized accessible formats upon request.

  • Franklin Templeton will provide customers with notice in the event of a planned or unexpected disruption to the services or facilities usually used by people with disabilities (e.g., a disruption to customer services phone lines, website, or physical access to a Franklin Templeton location). This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed on our website www.franklintempleton.ca and at reception desks in our various offices.

USE OF ASSISTIVE DEVICES, SERVICE ANIMALS AND SUPPORT PERSONS

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  • Franklin Templeton is committed to serving people with disabilities who use assistive devices (e.g., wheelchairs, canes, walkers, oxygen tanks, hearing aids, other), service animals and those accompanied by a support person to access our products and services.

    • We will ensure that our employees are familiar with various assistive devices that may be used by customers with disabilities while accessing our products or services.

    • Service animals are allowed on the parts of our premises that are open to the public, unless prohibited by law. We will ensure that all employees are properly trained in how to interact with people with disabilities who are accompanied by a service animal. If it is not readily apparent that the animal is used by the person for reasons related to his or her disability, we may ask the person to provide a letter from a physician or nurse that confirms that the animal is required for reasons related to their disability. This is the only type of verification that will be accepted. It is always the responsibility of the person with a service animal to control the animal.

    • At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises, subject to applicable law and any identification or visitor requirements. Additionally, people with disabilities may opt not to have their support person present, unless there is an overriding health and safety concern.

  • Franklin Templeton provides training to all employees, volunteers; all persons who participate in developing our policies; and all other persons who provide goods, services, or facilities on behalf of Franklin Templeton.

    The training will be appropriate to the duties of the person being trained and will be provided as soon as practicable. A record will be kept of the dates of the training and the number of individuals trained.

    We will provide training on an ongoing basis when changes are made to our IASR policies.

    Franklin Templeton will provide training on accessible customer service to all employees and volunteers, and others who provide customer service on Franklin Templeton’s behalf or who are involved in the development and approvals of Franklin Templeton’s customer service policies, practices and procedures.

    Employees and others will be trained, as appropriate, on policies, practices, and procedures that affect the way products and services are provided to persons with disabilities. They will also be trained on an ongoing basis when changes are made to these policies, practices, and procedures.

  • Franklin Templeton welcomes feedback, including feedback about the delivery of our products and services to people with disabilities and our feedback process. Complaints will be addressed according to our organization’s regular complaint management procedures. Customers may submit feedback to our Customer Service Officer as follows:

    Email: service@franklintempleton.ca

    Telephone: call our Customer Service department at 1-800-387-0830

    Mail: 5000 Yonge Street, Suite 900, Toronto, Ontario, M2N 0A7

    Customer Service Officer, Franklin Templeton Investments Corp.

    You may also contact us via a Message Relay Service (MRS)

    Franklin Templeton is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.

INFORMATION AND COMMUNICATION

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  • Franklin Templeton strives to provide information about our goods and services in formats that are accessible to our customers. When an accessible format or communication support is requested, we will make the necessary arrangements in a timely manner that considers the person’s accessibility needs due to disability. We will consult with the person making the request when determining the suitability of an accessible format or communication support. We will notify the public about the availability of accessible formats and communication supports.

  • We value our customers and have a feedback process in place to receive customer input. In order to make our feedback process more accessible to people with disabilities we will provide accessible formats and communication supports upon request.

  • Currently, Franklin Templeton does not prepare emergency procedures, plans or public safety information that are available to the public. If Franklin Templeton prepares public emergency information at a future date, we will ensure that it is provided to a person with a disability in an accessible format upon request.

  • Franklin Templeton recognizes the importance of website accessibility. We are continually improving our website to make it as accessible as possible and are committed to making ongoing progressive improvements. Franklin Templeton will, except where impracticable, ensure that its internet websites that are accessible to members of the public conform with the applicable requirements of the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG).

EMPLOYMENT

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  • As part of our recruitment process, Franklin Templeton will notify current employees and the public about the availability of accommodation for applicants with disabilities. Job applicants that are individually chosen to participate in the selection process will be notified that accommodations are available upon request. If an accommodation is requested, we will consult with the applicant when determining a suitable accommodation. Franklin Templeton will notify successful job applicants about our policies related to the accommodation of employees with disabilities when making an offer of employment.

  • Franklin Templeton will inform our employees of all company policies that support employees with disabilities, including policies on the provision of job accommodations that consider an employee’s accessibility needs due to disability. This information will be provided to new employees as soon as practicable after they begin their employment. Employees will be provided with updated information whenever there is a change to policies pertaining to the provision of job accommodations for employees with disabilities.

  • When requested, Franklin Templeton will provide accessible formats and communication supports to an employee with a disability for information that is needed in order to perform the employee’s job and information that is generally available to employees in the workplace. The appropriate format or communication support will be selected after consultation with the employee making the request.

  • Individualized workplace emergency response information will be prepared for employees with disabilities where the disability is such that the individualized information is necessary, and Franklin Templeton is aware of the need for accommodation due to the employee’s disability. These will be prepared as soon as practicable after Franklin Templeton becomes aware of the need for accommodation due to the employee’s disability.

    With the employee’s consent, a person will be designated to provide assistance where necessary.

    An employee’s individualized workplace emergency response plan will be reviewed:

    (a) when the employee moves to a different location;

    (b) when the employee’s overall accommodations need, or plans are reviewed; and

    (c) when our general emergency response policies are reviewed.

  • Franklin Templeton has a documented return to work process for employees with disabilities who are returning to work and require disability-related accommodation. The return to work process outlines the steps Franklin Templeton takes to facilitate the return to work of employees who were absent from work due to disability. As of January 1, 2016, this process also incorporates the individualized accommodation plan.

    This process will not replace or override any other return to work process created by or under another statute. If an employee has an illness or injury that is covered under the return to work process in the Workplace Safety and Insurance Act, then that process will govern.

  • Franklin Templeton will take into account the accessibility needs of employees with disabilities, including individualized accommodation plans, during performance management, career development and redeployment.

  • Employees with disabilities will be provided with written individualized accommodation plans. Franklin Templeton will put in place a written process for the development of documented individual accommodation plans for employees with disabilities and the process will include all elements and requirements as set out in the Integrated Accessibility Standards.

Design of Public Spaces

Franklin Templeton will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. Procedures will be developed for preventative and emergency maintenance of the accessible elements that are put in place in compliance with Design of Public Spaces Standard.

Need Help?

Email: service@franklintempleton.ca

Call our Client Services team at:
1.800.387.0830
Monday – Friday
8 a.m. – 8 p.m. ET

Vision or hearing impairments
For individuals with vision or hearing impairments, you may contact us via a Message Relay Service.