Accessibility Statement

This Accessibility Statement applies to all divisions of National Bank Financial Inc. (hereafter, “NBF”). At NBF diversity and accessibility are part of our culture. NBF adopted accessibility standards that align with the accessibility legislation applicable to our activities. It finds its expression in our officers’ and employees’ concrete actions and close relationships with the clients we serve. NBF has policies and practices aimed at promoting full access to our services to people with disabilities. Our policies are consistent with the core principles of independence, dignity, integration and equal opportunities.

Our policies include information about:

  • employee’s training;
  • the use of service animals and support persons;
  • disruptions in service; and
  • the feedback process.

Employees’ Training

The training covers the following:

  • Accessibility rules and disability-related obligations under the Human Rights Code;
  • Instruction on how to interact and communicate with people with various types of disabilities;
  • Instruction on how to interact with people with disabilities who use assistive devices or require the assistance of a guide dog, other service animal or a support person;
  • Instruction on how to use equipment or devices available at the premises or that is provided otherwise, that may help people with disabilities access our services, such as TTY telephones, elevators, lifts, accessible interactive kiosks or other technology; and
  • Instruction on what to do if a person with a disability is having difficulty accessing our services.

NBF maintains ongoing training with all employees on an as needed basis.

Service Animals and Support Persons

A person with a disability is permitted to be accompanied by his or her guide dog or other service animal in the areas of our premises that are open to the public. When a person with a disability is accompanied by a support person, both persons are permitted to enter the premises opened to the public.

Disruptions in Service

When our facilities or services are provided for people with disabilities, they must be notified when those facilities or services are temporarily unavailable. If a disruption is known in advance, a notice has to be provided within a reasonable time in advance of the disruption. When a disruption occurs unexpectedly, such as when technology breaks down, a notice has to be provided as soon as possible. The notice has to include the reason for the disruption, how long it is expected to last, and what alternative facilities or services exist, if any. 

Feedback Process

The National Bank of Canada Client Complaint Appeal Office centralizes feedback whatever the complaint and/or comment is. The feedback process is available on the main page of National Bank of Canada website at under: Accessibility feedback process.

A copy of this statement can be provided upon request including in an accessible format.

The Accessibility plan is available here

Updated December 2023.