Accessible Client Service Policy

Harbourfront and the Harbourfront Group of companies (“Harbourfront”) is committed to ensuring equal access and participation for people with disabilities. Harbourfront is committed to meeting its current and ongoing obligations under the Canadian Human Rights Code respecting non-discrimination. We will continue to improve our accessibility for clients of our products and services including those with special needs or limitations. We strive to have accessibility “built in” to our customer service procedures, where this is not currently available, we will focus on providing an alternative or adapting to individual needs.

Harbourfront will communicate with persons with disabilities that consider their accessibility needs. All our employees will communicate in a way that is respectful and enables persons with disabilities to communicate effectively for the purposes of providing services, and facilities. Our employees will be trained how to interact and communicate with people of various types of disabilities. Accessible formats and communication support: We will consult with the client to determine the suitability of the accessible format or communication support. Where it is not practical to provide the requested alternate format or communication support, the person with disability will be informed in a timely manner.

Assistive Devices:
Harbourfront is committed to serving people with disabilities who use personal assistive devices when accessing our products and services. Persons with disabilities may use their personal assistive devices when accessing our goods, services, or facilities. In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services, or facilities. We will ensure that employees are trained and are familiar with various assistive devices that may be used by clients and visitors with disabilities while accessing our services or facilities.

Service animals and support persons:
Harbourfront welcomes clients and visitors who are accompanied by a service animal or support person (e.g., sign language interpreter, caregiver) to our premises that are open to the public. In compliance with other applicable laws, if a support person or a service animal is unable to enter an area of the premises, we will provide assistance and suggest appropriate alternative.

Harbourfront will provide accessible customer service training to all employees who provide services to our clients. New employees will receive accessible customer service training as part of the new hire orientation. All employees will receive supplemental training when changes are made to these policies, procedures, and regulatory guidelines.

Notice of temporary disruptions:
In the event of a planned or unexpected disruption to services for clients and visitors with disabilities, Harbourfront will provide notice of the disruption to the facilities or services usually available to people with disabilities. This notice will include information about the reason for the disruption, its anticipated
duration, and a description of alternate services or facilities, if available.

If a client arrives at the premises and there is a last-minute disruption to the services or facilities
available for people with disabilities, the client or visitor is asked to contact 604-558-6838 for immediate assistance.

Customer Service Feedback:
Harbourfront welcomes feedback on how we better meet our customer’s accessibility needs. We are committed to resolving your concern and/or complaint in a fair and timely manner. Individuals who wish to provide feedback, may contact us:

By Email: [email protected]
By Phone: 604-558-6838
By Mail:

Harbourfront Wealth Management
Royal Centre, 1800-1055 West Georgia Street
PO BOX 11118
Vancouver, B.C. V6E 3P3
Attention: Human Resources Department