Accessibility commitment

Statement of Organizational Commitment and Multi-Year Accessibility Plan

In this document weus 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 establishing accessible products, services, employment, and workplaces 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.

Completion Date – January 1, 2012
Status – Completed

2 Training

We will ensure training is provided to all employees and agents which 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 we 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 – Completed

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 to be made available in accessible formats and/or with communication supports for persons with disabilities. The accessible format will be provided in a timely manner and at a cost that is no more than the regular cost charged to other persons. We will consult with the person making the request to determine the suitability of the format or communication support.

Completion Date – January 1, 2016
Status – Completed

3.1 Information and Communications - Feedback Process

Our processes for receiving and responding to feedback are accessible to persons with disabilities. We will provide or arrange for accessible formats or communication supports upon request. We will consult with the person to determine the suitability of the accessible format or communication support required.

Completion Date – January 1, 2015
Status – Completed

3.2 Information and Communications - Websites and Web Content

Sun Life is committed to:

Making our new public websites and web content published on our public websites after January 1, 2012 conform with the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines (WCAG) 2.0, Level A.

Completion Date – January 1, 2014

Status – Completed

Taking the necessary steps to make our public websites and web content published on our public websites, conform 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 - Completed

4 Employment

Sun Life is committed to fair and accessible employment practices:

  • We explore alternative approaches and assistive technologies for recruiting, training and development in Canada.
  • During the recruitment process, applicants are informed that accommodations are available upon request.
  • We accommodate persons with disabilities during the recruitment, assessment and applicant selection process, as needed.
  • Our offer of employment to a successful candidate, must confirm our policies for accommodating employees with disabilities. Similarly, our employees are informed of our policies to support employees with disabilities.
  • We develop individual accommodation plans and return-to-work policies for employees that have been absent due to a disability.

Completion Date – January 1, 2016
Status – Completed

5 Public Spaces

Sun Life is committed to incorporating accessibility features/considering accessibility for people with disabilities in the design of our public spaces. Where appropriate, we will provide clients with notice if there is a temporary disruption when accessible elements are not in working order.

Completion Date – January 1, 2017
Status – Completed

6 We will review this accessibility plan every five years.

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

If anyone has a question about this document, please contact our Client Advocacy team at:


Toll-free 1-877-SUNLIFE (786-5433)

Client Advocacy
Sun Life Canada
1155 Metcalfe Street
Montreal H3B 2V6
Delivery code – 602E15

Accessible formats and communication supports for this document are available upon request.