First National Financial LP

Customer Service Policy

First National values our relationships with both clients and brokers.

We work diligently to ensure that our products and services are accessible and inclusive at every point of contact.

Policy statement

First National Financial GP Corporation (“First National”) is committed to providing its products and services in a respectful and dignified manner which is accessible and inclusive to all persons who are customers of the organization including persons with disabilities. This is in accordance with the Accessibility for Ontarians with Disabilities Act, Ontario Regulation 429/07, Accessibility Standards for Customer Service.

Purpose and background

This document addresses the accessibility requirements of Ontario Regulation 429/07 Accessibility Standards for Customer Service under the Accessibility for Ontarians with Disabilities Act, 2005.

The Accessibility for Ontarians with Disabilities Act, 2005 (“the AODA”) is a Provincial Act with the purpose of developing, implementing and enforcing accessibility standards in Ontario to achieve accessibility for Ontarians with disabilities with respect to products, services, facilities, accommodation, employment, building structures and premises on or before January 1, 2025.

Our philosophy

First National, as Canada’s largest non-bank lender of commercial and residential mortgage solutions has an unwavering commitment to delivering excellent service. This is acommitment shared by Senior Management and every member of the First National team. Our philosophy is unique in its simplicity.

Deliver Service. Create Solutions. Build Success.

Our commitment

In keeping with our philosophy, First National is committed to providing our products and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our products and services and to allow them to benefit from our products and services in a similar way as other customers.   

Providing Products & Services to Persons with Disabilities


We will communicate with persons with disabilities in ways that take into account their disability. We will train our employees who communicate with customers on how to interact and communicate with persons with various types of disabilities.

Telephone services

We are committed to providing fully accessible telephone service to our customers. We will train employees to communicate with our customers over the telephone in clear and plain language and to speak clearly and slowly.

We will offer to communicate with customersin alternate formats, i.e., email, writing, fax, or using theirrelay services such as Teletypewriter(TTY),if telephone communication is not suitable to their communication needs or if it is not available.

Assistive devices

We are committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our products and services. We will ensure that our employees are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.

Use of service animals and support persons

Service animals 

We are committed to welcoming persons with disabilities who are accompanied by a service animal on parts of our premises that are open to the public and other third parties. We will also ensure that all employees dealing with the public are properly trained onhow to interact with persons with disabilities who are accompanied by a service animal. Please note that proof of requirement for a service animal and confirmation that the animal is a certified service may be required upon request from First National.

Support persons

We are committed to welcoming persons with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter First National’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises. 

Notice of temporary disruption

First National along with the Landlord of the building in which the company is situated will provide customers with notice in the event of a planned or unexpected disruption in the facilities or services usually used by persons with disabilities.This notice will include information about the reason for the disruption, the anticipated duration, and a description of alternative facilities or services, if available.

The notice will be placed at all public entrances on our premises or via another method of communication depending on what it pertains to.

Training for employees

First National will provide training to employees who interact with customers residing within Ontario. These employees will be trained on policies, practices and procedures that affect the way services are provided to persons with disabilities.

Training will include the following:

  • The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
  • How to interact and communicate with persons with various disabilities;
  • How to interact with persons 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 First National’s services; and
  • First National’s policies, practices and procedures relating to the customer service standard

Employees will also be trained on an ongoing basis when changes are made to these policies, practices and procedures. The HR department will track and record when First National employees receive training. Newly hired employees will be trained within one month of their start date. 

Feedback process

The ultimate goal of First National is to meet and surpass customer expectations while servicing customers with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback regarding the way First National provides products and services to persons with disabilities can be made by sending an email to Customers can expect to receive a response within two (2) business days.

Modifications to this or other policies

We are committed to developing customer service policies that respect and promote the dignity and independence of persons with disabilities. No changes will be made to this policy before considering any impact on people with disabilities. This customer service policy is available in alternative formats upon request.There will be a notification regarding the existence of this policy posted on First National’s corporate external website.

Questions about this policy

The purpose of this policy is to provide a frame work through which First National can achieve service excellence for all customers including customers with disabilities. Questions regarding this policy can be directed to:

Contact: Human Resources Department

Main Line: 416-593-1100 or 1-877-714-2930
Fax: 416 597-5939