Accessibility Services

Because banking should be easy

Accessibility Commitment Statement

Scotiabank is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equitable opportunity. We are committed to meeting the needs of people with disabilities, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements.

Accessibility is a journey, and at Scotiabank we are continually striving to improve accessibility of our products and services. If you have any questions or suggestions regarding our accessibility initiatives we welcome your feedback.

Scotiabank's Accessibility Plan

Scotiabank has adopted the standards of the Accessibility of Ontarian’s with Disabilities Act (AODA), and developed plans for implementing them across the offices and business lines operating in Canada. This Plan outlines what we will continue to do to remove and prevent accessibility barriers in our organization for both customers and employees. You can learn more about our Accessibility Plan here.

Scotiabank is committed to meeting the diverse banking needs of our clients. We offer a variety of ways to do this including:


Scotiabank ABMs in our branches are physically accessible and include audio navigation for customers who are visually impaired. Wheelchair accessible Branches can be located by searching online at


Scotiabank will take the initiative to communicate with individuals with disabilities in ways that account for their disability while remaining accommodating and respectful. These options include:

  • Email, secure email, telephone, mail, in person meetings, TTY, live chat and relay services.
  • Private conversations regarding personal financial information are also available using our live chat after signing onto ScotiaOnline.
  • For customers who are culturally Deaf, oral deaf, deafened, hard of hearing, or speech impaired, our live chat is a secure option for communicating with our contact centres.
  • Upon request, Scotiabank will make arrangements for Sign Language interpretation, which will be provided at no cost to the customer.

Alternate Format

An accessible or alternate format for a document is a method of arranging information in a specific format in order to remove potential barriers to accessing and understanding information. Scotiabank is committed to providing accessible information and communication to its customers and recognizes that persons with disabilities may use methods other than standard print to access information. Some methods that Scotiabank offers include audio format, large text, accessible PDF and Braille.

You can request alternate format documents by:

  • Calling 1-800-4-SCOTIA and entering your card or account number when prompted. When asked why you’re calling, say “Agent” or just press “0”.
  • Speaking to your Scotiabank advisor.
  • Emailing to let us know exactly what you need.
  • Using the live chat feature when it appears on the Scotiabank website.

Once we receive your request, your documents will be sent to you within 10 – 12 business days.

Website Accessibiity

Website accessibility refers to the inclusive practice of designing websites so that people with disabilities and those with different or diverse abilities can understand content, navigate and interact online and have equal access to information and functionality. Scotiabank is committed to providing a website that is accessible to the widest possible audience. We are actively working towards achieving a fully accessible website that endeavours to conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 and is usable with assistive technology.

We welcome your feedback on accessibility

When it comes to meeting accessibility standards for our products and services, we’re always looking to improve. Whether we’re doing something you like, or if there’s something you think we can do better, we’d love to hear from you.

Feel free to contact us by email.

What can you expect when you provide feedback?

You’ll receive a confirmation message indicating that we received your communication within one business day. Your feedback will then be reviewed by our accessibility team, where we will consider possible action and reasonable accommodations that can be taken to improve our services. You will receive an update within five business days. If requested, we will provide accessible formats and communication supports in the feedback process.