Member Service Plan

TTC Pension Plan (TTCPP) is committed to providing services in a way that respects the independence and dignity of all people and encourages integration and equality of opportunity.

Assistive Devices

People with disabilities may use their personal assistive devices as required in accessing services provided by TTCPP.

Support Persons

People with disabilities are permitted to be accompanied by their support person when accessing services provided by TTCPP. Authorization will be required where confidential information is being shared with the support person.

Service Animals

Service animals are allowed on TTCPP premises that are open to the public.

Service Disruptions

Where there is a temporary disruption of accessible access on TTCPP premises, a notice will be posted. If a person with a disability has made an appointment with TTCPP staff, that person will be contacted directly.

Request for Documentation in Accessible Format

TTCPP is committed to providing forms and publications to all its stakeholders and will take reasonable actions to provide other means of access to information that persons with disabilities may require.

Members requiring publicly available documents in an alternate format should contact us by email at membercare@ttcpp.ca , include their contact information, the name of required document, and the format requested (e.g. large print, hard copy, email, html, etc.). Requests can also be handled by phone at 1-800-663-6820.

It might be necessary for TTCPP to discuss other possible formats with members. Alternative formats will be provided within a reasonable time, or an explanation will be provided for any delay.

Training for Staff

TTCPP will train all employees. Training will include the following:

• An overview of the AODA, 2005 and the requirements of the Customer Service Standard
• How to interact and communicate with people with various types of disabilities
• How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
• What to do if a person with a disability is having difficulty in accessing TTCPP services
• TTCPP’s policies, practices and procedures relating to the Customer Service Standard

Feedback Process

TTCPP welcomes feedback on the ways in which it provides its member service to persons with disabilities. Individuals are encouraged to provide their feedback directly to Member Care at membercare@ttcpp.ca or 1-800-663-6820. Members who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.