Accessibility Statement

At Alterna Bank, we’re committed to meeting the accessibility requirements for all our employees, clients, and members of the public by helping everyone access our products and services in a welcoming, fair, and inclusive environment. 

That means making sure everyone can do what they need online and with paper documents like statements and printed materials. 

Our Team is trained and prepared to meet your accommodation requests in order for you to do business with us, and ensure a consistent, comfortable experience. If there’s anything we can do to make our services more accessible, please let us know – our Team will make every effort to meet your needs. 

Meeting your needs does not stop at products and services. It also includes providing an excellent customer experience to all our clients. Being aware of your accommodation requests, and understanding how to support them wherever possible, is an important part of that. That’s why our Team receives training and ongoing education regarding accessibility, and how to meet the needs of all our employees, clients, and members of the public.

Click here to view our 2026-2029 Accessibility Plan.

Alterna Bank welcomes feedback from our employees, clients, and members of the public on our Accessibility Plan or any other accessibility related matters.

Feedback can be given anonymously. We will acknowledge your feedback within two business days unless you have submitted your feedback anonymously.

This Accessibility Plan is also available in alternative formats, including Braille and audio.

If you would like to share your feedback with us or request this Accessibility Plan or a description of our feedback process in an alternative format, you can contact the Manager, Concern Resolution in the following ways:

Email: resolution.centre@alterna.ca  
Phone: 1.866.560.0120
Hours of operation:

Monday to Friday: 8:00 am to 8:00 pm ET
Saturday and Sunday: 9:30 am to 4:00 pm ET

Mail:
Contact Centre
319 McRae Avenue, 2nd Floor, Ottawa, ON K1Z 0B9

Online feedback form: Email Us. 

A large print version of Alterna Bank’s Accessibility Plan 2026-2029 is available here.  (PDF)

If you’ve got a specific request, problem or concern about your experience or relationship with Alterna, please use our Complaint Resolution Process.