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Accessibility commitment

Statement of Organizational Commitment and Multi-Year Accessibility Plan

In this document we, us and our mean Sun Life Financial Inc., Sun Life Assurance Company of Canada, and their affiliates in Canada.

We strive to provide products and services in a way that respects the dignity and independence of persons with disabilities. We are committed to giving persons with disabilities the same opportunity to access our products and services and allowing them to benefit from the same services, in the same place and in a similar way as other clients. We are also committed to meeting the needs of persons with disabilities in a timely manner, and we will meet applicable legislative requirements for preventing and removing barriers.

Customer service policy statement

Read our customer service policy statement to learn more about our commitment to providing products and services to persons with disabilities.

Our Multi-Year Accessibility Plan outlines our approach to establish accessibility for persons with disabilities.

1 Accessible Workplace Emergency Information

We are committed to providing employees with disabilities individualized emergency information in an accessible way upon request. This information is posted on the company intranet site.

Completion Date – January 1, 2012
Status – Implemented

1.1 Accessible Emergency Information

We are committed to providing persons with disabilities publicly available emergency information in an accessible format upon request.

Completion date – January 1, 2012
Status – Implemented

2 Training

We will ensure training is provided to all employees, agents and service providers that incorporates the requirements of accessibility standards and the Human Rights Code as it pertains to persons with disabilities. This training will be provided on an ongoing basis as policies change.

We keep a record of the training provided, which includes the dates on which the training was provided and the number of individuals to whom it was provided.

Completion Date – January 1, 2015
Status – Implemented

3 Information and Communications - Accessible Formats and Communication Supports

We are committed to meeting the communication needs of persons with disabilities.

Upon request, we will provide or arrange for publicly available information in accessible formats and/or with 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 may consult with the person to determine the suitability of the accessible format or communication support.

Completion Date – January 1, 2016
Status – In Progress 

3.1 Information and Communications - Feedback Process

Processes for receiving and responding to feedback will be provided in an accessible format or communication supports will be provided or arranged for upon request. We may consult with the person to determine the suitability of the accessible format or communication support required.

Completion Date – January 1, 2015
Status – Implemented

3.2 Information and Communications - Websites and Web Content

Sun Life is committed to the needs of our online clients and making our websites usable and functional by persons of all abilities and to make sure new websites and web content published after January 1, 2012 conforms with WCAG 2.0, Level A.
Completion Date – January 1, 2014
Status – Implemented

We will take the necessary steps to make sure websites and web content published after January 1, 2014 conforms with WCAG 2.0, Level AA (excluding success criteria 1.2.4 Captions (Live) and success criteria 1.2.5 Audio Descriptions (Pre-Recorded)).

Completion Date – January 1, 2021
Status – In progress

4 Employment

Sun Life is committed to fair and accessible employment practices. We are exploring other approaches and assistive technologies for recruiting, training and development in Canada. Upon request, we will accommodate people with disabilities during the recruitment and assessment process and when people are hired.

We are committed to develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability.

Completion Date – January 1, 2016
Status – In Progress

5 We will review this accessibility plan every five years.

6 Questions about our Statement of Commitment or Multi-Year Accessibility Plan

If anyone has a question about this document, please contact our Ombudsman office at ombudsman@sunlife.com.

Accessible formats of this document are available upon request.