Accessible Services

Our commitment

Franklin Templeton Investments Canada (“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.

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

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.

Providing products and services to people with disabilities

Franklin Templeton employees or others located both in and outside of Ontario, and 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, within the Employment Standard.

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  • We will communicate with people with disabilities in ways that take into account their disability.

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

  • We are 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.

  • We are committed to providing accessible statements to all of our customers. For this reason, statements will be provided in the following formats upon request and wherever possible: large print hard copy or email, email with text only electronic file that works with screen reading software, or review during in-person meeting with a customer service representative.

  • 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 and at reception desks in our various offices.

Use of assistive devices, service animals and support persons

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  • We are committed to serving people with disabilities who use assistive devices (e.g., wheelchairs, canes, walkers, oxygen tanks, hearing aids, other) 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.

  • 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 and other third parties. We will ensure that all employees are properly trained in how to interact with people with disabilities who are accompanied by a service animal. It is the responsibility of the person with a service animal to control the animal at all times.

    In the event that an employee or other customer is allergic to animals, alternative arrangements will be arranged.

  • We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter our premises with his or her support person.

    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. Additionally, people with disabilities may opt not to have their support person present, unless there is an overriding health and safety concern.

Training for employees and others

Franklin Templeton will provide training on accessible customer service to all employees, 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. Those who commence new duties that involve interaction with the public or other third parties will undertake training as part of their orientation, if they haven’t already done so.

Training will include:

  • A review of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Accessibility Standards for Customer Service (Ontario Regulation 191/11);
  • 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;
  • How to use the equipment or devices available on our premises, where provided, that may assist with the provision of products or services to people with disabilities;
  • What to do if a person with a disability is having difficulty in accessing our products or services; and
  • Our policies, practices and procedures relating to the provision of products or services to people with disabilities.

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.

Feedback process and questions about this policy

Franklin Templeton welcomes feedback, including feedback about the delivery of our products and services to people with disabilities and our feedback process.

All feedback and/or questions regarding this policy will be directed to the appropriate person. We welcome your questions or comments and will make every effort to respond to your inquiry within two business days. 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:
    Customer Service Officer, Franklin Templeton Investments Canada
    5000 Yonge Street
    Suite 900
    Toronto, Ontario
    M2N 0A7

Modifications to this or other policies

We are 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.

Any policy of Franklin Templeton that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

AODA Integrated Accessibility Standard

Franklin Templeton Investments Canada (“Franklin Templeton”) is committed to meeting the accessibility needs of people with disabilities in a timely manner. In order to meet this goal and to comply with the requirements under the Integrated Accessibility Standard (Ontario Regulation 191/11 of the Accessibility for Ontarians with Disabilities Act, 2005) (the “IASR”), Franklin Templeton has developed the following multi-year accessibility plan. This plan will be reviewed at least once every five years.

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

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  • RequirementDescriptionImplementation Status

    Development of Accessibility Policies and Statement of Organizational Commitment

    Deadline: January 1, 2014

    Create written policies pertaining to meeting the requirements under the IASR. The policies must include a statement of organizational commitment.

    Make the policies available to the public and in an accessible format upon request.

    Accessibility Policy, including a statement of organizational commitment, has been completed.

    Development of an Accessibility Plan

    Deadline: January 1, 2014

    Create a multi-year accessibility plan that must be reviewed at least once every five years.

    Post the plan on the Company's website and make it available in an accessible format upon request.

    Accessibility Plan is posted on the Company's website.

    The accessibility plan will be reviewed before January 1, 2019.

    Self-Serve Kiosks

    Deadline: January 1, 2014

    Have regard for accessibility features when designing, procuring or acquiring self-serve kiosks.

    No action required; Franklin Templeton does not have any self-serve kiosks or an intention to procure or acquire any self-serve kiosks at this time.

    Training

    Deadline: January 1, 2015

    Training of all employees, individuals involved in the development of policies and any third parties providing goods or services on the Company’s behalf.

    Training program is in place.

  • RequirementDescriptionImplementation Status

    Communication

    Deadline: January 1, 2012

    Ensure communication with people with disabilities in ways that take into account their disability.

    Employees and others are trained on how to communicate with people with various disabilities.

    Telephone Services

    Deadline: January 1, 2012

    Provide accessible telephone service to customers.

    Employees are trained to effectively communicate with customers over the telephone.

    Statements

    Deadline: January 1, 2012

    Provide accessible statements to customers.

    Statements are provided in various accessible formats upon request.

    Notice of temporary disruption

    Deadline: January 1, 2012

    Provide customers with notice of planned or unexpected disruption to services and facilities used by people with disabilities.

    Notice is provided in the event of planned or unexpected disruptions.

    Use of assistive devices

    Deadline: January 1, 2012

    Service customers with disabilities who use assistive devices.

    Ensure that employees are familiar with various assistive devices that may be used by customers with disabilities.

    Use of service animals

    Deadline: January 1, 2012

    Service customers with disabilities who use service animals, ensuring animals are permitted on premises

    Employees are trained on how to interact with people with disabilities who are accompanied by a service animal.

    Use of Support Persons

    Deadline: January 1, 2012

    Service customers with disabilities who are accompanied by a support person.

    Any person with a disability who is accompanied by a support person will be allowed to enter our premises with her or her support person.

    Training

    2012

    Feedback Process

    Deadline: January 1, 2012

    Process for customers to provide feedback on the delivery of products and services and our feedback process.

    Alternative feedback methods are provided.

  • RequirementDescriptionImplementation Status

    Public Safety Information

    Deadline: January 1, 2012

    Any emergency procedures, plans or public safety information that is made available to the public must be provided in an accessible format upon request.

    No action required; Franklin Templeton does not provide public safety information at this time.

    Web Accessibility

    Deadline: January 1, 2014 (new websites);
    January 1, 2021 (all web material)

    All new internet websites and corresponding content must comply with the WCAG 2.0 Level A (January 1, 2014).

    All internet websites and web content must conform with WCAG 2.0 Level AA, other than (a) success criteria 1.2.4 Captions (Live), and (b) success criteria 1.2.5 Audio Descriptions (Pre-recorded) (January 1, 2021).

    Franklin Templeton will take the required steps to ensure compliance with WCAG 2.0 Level A on or before January 1, 2021.

    Feedback

    Deadline: January 1, 2015

    Ensure that the Company’s feedback process is accessible to people with disabilities by providing accessible formats and communication supports upon request.

    Accessible formats and communication supports are provided upon request.

    Accessible formats and communication supports

    Deadline: January 1, 2016

    Provide accessible formats and communication supports to people with disabilities when requested at no additional cost.

    Accessible formats and communication supports are available upon request at no additional cost.

  • RequirementDescriptionImplementation Status

    Individualized Workplace Emergency Response Information

    Deadline: January 1, 2012

    Individualized workplace emergency response information must be prepared for employees with disabilities where

    • (a) the disability is such that the individualized information is necessary and,
    • (b) the Company is aware of the need for accommodation due to the employee's disability.

    An individualized emergency response plan must be developed as soon as practicable once the Company is aware of the need.

    If assistance will be required, the Company must first ask the employee for consent and then should select a person designated to provide assistance.

    An employee’s individualized emergency response plan must be reviewed:

    • (a) when the employee moves to a different location;
    • (b) when the employee’s overall accommodations needs or plans are reviewed; and
    • (c) when our general emergency response policies are reviewed.

    Franklin Templeton will develop an individualized emergency response plan with the employee as soon as practicable once they become aware of the need (overall emergency response plan already in place).

    Recruitment – General

    Deadline: January 1, 2016

    The Company will notify current employees and the public about the availability of accommodation for applicants with disabilities in our recruitment processes.

    Current employees and the public are notified about the availability of accommodation for applicants with disabilities.

    Recruitment – selection process

    Deadline: January 1, 2016

    Job applicants that are individually chosen to participate in the selection process will be notified that accommodations are available. If an accommodation is requested, we will consult with the applicant when determining a suitable accommodation.

    Job applicants that are individually chosen to participate in the selection process are notified that accommodations are available.

    Recruitment – notice to successful applicants

    Deadline: January 1, 2016

    The Company will notify successful job applicants about our policies related to the accommodation of employees with disabilities.

    Successful job applicants are notified of our policies related to the accommodation of employees with disabilities.

    Informing employees of supports

    Deadline: January 1, 2016

    Employees of the Company must be informed of policies used to support employees with disabilities, including policies related to job accommodation for employees with disabilities.

    This information must be provided as soon as practicable to new employees.

    When changes are made to current policies related to job accommodation, updated information must be provided to employees.

    Employees of the Company are notified of policies used to support employees with disabilities, including policies related to job accommodation for employees with disabilities.

    This information is included in the onboarding plan for new employees.

    Accessible formats and communication supports for employees

    Deadline: January 1, 2016

    The Company must provide accessible formats and communication supports to an employee with a disability for (a) information that is needed in order to perform the employee’s job and (b) information that is generally available to employees in the workplace.

    The Company must consult with the employee when determining the suitable format or communication support.

    Accessible formats and communication supports are available upon request.

    Individualized Accommodation Plan

    Deadline: January 1, 2016

    The Company must prepare a written procedure for the development of individualized accommodation plans for employees with disabilities.

    The procedure must include the following elements:

    1. The manner in which an employee requesting accommodation can participate in the development of the individual accommodation plan.

    2. The means by which the employee is assessed on an individual basis.

    3. The manner in which the employer can request an evaluation by an outside medical or other expert, at the employer’s expense, to assist the employer in determining if accommodation can be achieved and, if so, how accommodation can be achieved.

    4. The manner in which the employee can request the participation of a representative from their bargaining agent, where the employee is represented by a bargaining agent, or other representative from the workplace, where the employee is not represented by a bargaining agent, in the development of the accommodation plan.

    5. The steps taken to protect the privacy of the employee’s personal information.

    6. The frequency with which the individual accommodation plan will be reviewed and updated and the manner in which it will be done.

    7. If an individual accommodation plan is denied, the manner in which the reasons for the denial will be provided to the employee.

    8. The means of providing the individual accommodation plan in a format that takes into account the employee’s accessibility needs due to disability.

    In addition, the individualized accommodation plan should include: information regarding accessible formats and communication supports (if requested), the employee’s individualized emergency response information (if any), and information regarding any other accommodation that is to be provided.

    A documented process for the development of individualized accommodation plans for employees with disabilities has been finalized and is available for all employees.

    Return to Work Process

    Deadline: January 1, 2016

    The Company must have in place a written return to work process for employees absent due to disability who require disability related accommodation for returning to work.

    The process must (i) outline the steps the Company will take to facilitate the return to work, and (ii) incorporate individualized accommodation plans.

    A written return to work process is in place for employees absent due to disability who require disability related accommodation for returning to work.

    Performance Management

    Deadline: January 1, 2016

    The Company must take into account the accessibility needs of employees with disabilities as well as any individualized accommodation plan in place during the performance management process.

    The accessibility needs of employees with disabilities as well as any individualized accommodation plan in place will be taken into account during the performance management process.

    Career Development

    Deadline: January 1, 2016

    The Company must take into account the accessibility needs of employees with disabilities as well as any individualized accommodation plan in place when considering career development opportunities.

    The accessibility needs of employees with disabilities as well as any individualized accommodation plan in place will be taken into account when considering career development opportunities.

    Redeployment

    Deadline: January 1, 2016

    The Company must take into account the accessibility needs of employees with disabilities as well as any individualized accommodation plan in place during the redeployment process.

    The accessibility needs of employees with disabilities as well as any individualized accommodation plan in place will be taken into account during the redeployment process.

Design of Public Spaces

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