Scotiabank Launches Dedicated Phone Line to Enhance Accessibility for Customers using Video Relay Services

TORONTO, Aug. 23, 2023

Scotiabank's new service offering allows customers using the VRS application to call a dedicated phone number with American Sign Language (ASL) or langue des signes québécoise (LSQ). Specifically trained Scotiabank Customer Care Advisors will receive the call and communicate with the interpreter and the customer to ensure a secure and accessible customer experience.

"With our ongoing commitment to providing equitable access to all our customers, Scotiabank is proud to introduce a new communication channel for VRS users," said Eric Scipio del Campo, SVP, Global Contact Centres at Scotiabank. "Our collaboration with the Canadian Administrator of Video Relay Services, an authority in VRS, has allowed us to refine a service for our deaf, hard of hearing, and speech impaired customers. Together, we are delivering a more inclusive, barrier-free banking experience that ensures every customer feels valued."

VRS users in Canada can now dial 1-866-267-4726 to connect with a Scotiabank Customer Care Advisor through an interpreter who is fluent in either ASL or LSQ. For more information about Accessibility at Scotiabank, please visit our redesigned Accessibility site.

"As we approach International Week of the Deaf in September, Scotiabank's launch of a dedicated phone line for Canada VRS users serves as a testament to their commitment to the Deaf community and inclusivity as a whole. What's more, this action is one of the ways in which they are helping to realize a barrier-free Canada," said Suzanne Laforest, CEO and Executive Director of CAV.

Scotiabank continues to embrace advancements in technology to foster a culture of accessibility and create a more level playing field for all customers. Scotiabank's inaugural Accessible Canada Act Accessibility Plan 2023-2026 outlines the Bank's commitment to identifying, preventing, and removing barriers for persons with disabilities.

Scotiabank's ongoing commitment to accessibility is further demonstrated through ScotiaRISE, the Bank's 10-year $500 million initiative to promote economic resilience among disadvantaged groups. By working together to remove barriers to advancement and increase access to opportunities, Scotiabank aims to create a more inclusive and resilient world for everyone, as demonstrated through charitable support of: