Policy statement

PenFinancial is committed to eliminating barriers and improving accessibility for persons with disabilities in a manner that respects dignity, independence, integration and equal opportunity. PenFinancial recognizes the diverse needs of all our employees and members and will respond by striving to provide services and facilities that are accessible to all.

Download PenFinancial's Multi-Year Accessible Plan



PenFinancial is committed to establishing, implementing and maintaining a program for training on how to provide customer service to people with disabilities.

PenFinancial shall ensure that all employees receive ongoing training about the provision of its programs and services to persons with disabilities.

In addition, every person who participates in developing the policies, procedures and practices governing the provision of programs or services will receive appropriate training.


Alternate formats

PenFinancial is committed to providing accommodation to its members where appropriate. If PenFinancial is requested to provide a copy of a document to a person with a disability, PenFinancial will work with the person with the disability to provide the document in an acceptable and appropriate format.


Feedback process

PenFinancial will maintain a feedback process to enable members of the public to comment on the provision of programs and services to persons with disabilities. Feedback from the public is welcomed as it may identify areas that require change and encourage continuous service improvements. Feedback shall be received in any form (i.e. in person, by telephone, in writing, or in electronic format including email) and all such feedback will be maintained for reporting purposes. All feedback will be kept in strict confidence and used to improve member service. A response to feedback is not mandatory, however depending on the situation, it may be appropriate to respond to the member of the public. Should a response be deemed appropriate and should the member of the public have chosen to supply his or her contact information, he or she will be provided with a response.


If anyone has questions about this policy, please contact:

Stefanie Theal, Human Resources Business Partner
PenFinancial Credit Union
247 East Main Street
Welland, ON, L3B 3X1

Phone: (289) 820-9744 ext: 1018