Accessibility Plan

Employment

Overview

Inclusion is central to our culture. The principles of dignity, independence, and equal opportunity guide our talent practices. We aim to remove barriers, help everyone reach their potential, and build teams that reflect our clients and communities. Closing gaps and preventing new barriers for people with disabilities remain top priorities.

Recruitment, hiring and onboarding

CIBC is committed to ensuring the accessibility of our recruitment process. This includes:

• Maintaining policies and resources that support accessibility
• Informing candidates about accommodations and our commitment to accessibility and inclusion in our job postings
• Sharing policies, programs, and resources with successful candidates during onboarding, including links to People Networks on our internal social networking platform

We are proud to report that as of 2025, 10% of our regular employees in Canada self-identify as having one or more disabilities¹. To strengthen our teams and increase representation of persons with disabilities, we maintain strategic partnerships, such as with Lime Connect, a leading network of talented individuals with disabilities, and Specialisterne Canada Inc., an expert in neurodivergent talent.

Retention

At CIBC, we are dedicated to creating an accessible workplace by using fair hiring and promotion practices, removing barriers, and providing accommodations. To show our commitment:

• Policies, programs, and resources support accessibility across performance management, career development, and redeployment
• A centrally managed accommodations program helps remove barriers, increases awareness of supports, and documents individual accommodation plans, including for returns from disability‑related absence
• Personalized emergency plans support the health and safety of employees who need assistance or accommodations

Inclusion at CIBC is championed by leadership and embraced at every level of the organization. Our Inclusion Leadership Council, chaired by our Senior Executive Vice President and Head of Personal and Business Banking, oversees our inclusion strategy. The council is supported by a dedicated Inclusion team, Inclusion Action Committees, and People Networks that bring our workforce together.

We encourage self‑disclosure by simplifying our self‑identification form and adding optional demographic questions.

Our WorkAbility People Network connects nearly 3,000 employees with disabilities and allies to remove attitudinal, systemic, technological, physical, and other barriers. We also conduct listening sessions to understand challenges and use insights to strengthen our people strategy.

We proactively provide ergonomic furniture, as well as equipment such as headsets. We are responsive to requests for accessible technology (dictation, screen magnification, read‑aloud), while also offering in‑house services including ASL interpretation, CART captioning, attendant and reader assistance; and a specialized Assistive Technology team that supports tailored technology solutions.

Career development and performance management

We are dedicated to helping our teams lead with inclusion. We offer learning in different accessible formats and are focused on advancing our accessibility culture through new learning opportunities. To show our commitment:

• Our annual mandatory training is fully accessible. It includes a course on integrity and respect in the workplace.
• We set clear standards for inclusive learning design, imagery, and accessibility so all new learning at CIBC is inclusive and accessible.
• We are strengthening our Accessibility Learning Strategy so everyone understands why inclusion matters and knows how to champion accessibility in their role.
• We launched digital training modules on the basics of accessibility to help employees and leaders support team members and clients with disabilities.
• We continue to promote a wide range of training on inclusive workplace practices, equitable client interactions, and respectful mental health conversations to foster a more supportive environment for our teams and clients.

We have identified some barriers in employment

Employee feedback indicates opportunities to improve awareness of available supports and how to request workplace accommodations for people with apparent and non‑apparent disabilities, including health conditions and neurodivergence. It also shows that accommodation needs are not always considered for internal events — for example, offering ASL interpretation and including accommodation options during registration for the events. Feeback also indicates that we can expand education on built‑in assistive technology tools, strengthen accessibility training for people leaders, and continue improving the accessibility of third party tools used internally. Finally, we should increase leadership opportunities for employees with disabilities to strengthen belonging and inclusion across the bank.

Ongoing plans

• Increase representation of employees with disabilities in Canada through targeted recruitment, ongoing partnerships (as previously noted), retention strategies, and initiatives that encourage self disclosure and belonging
• Maintain senior management inclusion scorecards aligned to our Inclusion Strategy; CIBC's objective is to have at least 13% of its workforce identify as a persons with disabilities (Canada + International)² 
• Highlight commitment to inclusion in all job postings while also providing clear instructions for requesting accommodations
• Use People Networks and our internal social networking platform to foster connections and promote accessibility initiatives
• Ensure new training initiatives and future learning assets are accessible under our Accessibility Learning Strategy
• Promote and increase completion of our enterprise-wide “Accessibility by Design” training launched in 2025

2026

• Ensure frontline new‑hire onboarding programs are fully accessible
• Strengthen accommodation policies, programs, and resources by introducing training for people leaders on best practices for supporting employees with disabilities
• Launch Accessible Internal Corporate Events Guidelines to standardize the accommodation request process

2027

• Increase awareness of built-in assistive technology so team members can independently access the accommodations they need
• Roll out training and resources for application developers to build accessible applications and onboard accessible third‑party applications; aligned with the Accessible Canada Act (ACA) Information and Communication Technology (ICT) regulations

2028+

• Explore creating a CIBC-wide mentorship program through CIBC’s WorkAbility People Network that offers inclusive, accessible coaching and advice to help employees with disabilities advance into leadership roles

The built environment

Overview

At CIBC, we design all new real estate projects to meet the requirements of the Accessibility for Ontarians with Disabilities Act, 2005³  (AODA). We also aim to meet, or where possible, exceed local accessibility standards.

Existing retail and corporate networks

We take an inclusive approach to designing and improving our spaces. This includes:

• Developing an inclusive design strategy informed by employees with lived experience of disability. This strategy goes beyond building code or AODA requirements and guides the design of our headquarters, CIBC Square South and North, and where appropriate, other new or renovated sites
• Incorporating accessibility features such as barrier‑free ramps and lifts (where feasible), automatic vestibule doors, and automated teller machines (ATMs) designed for wheelchair access, with volume controls and braille
• Collecting and maintaining data on the accessibility of our retail and corporate locations
• Maintaining standard operational emergency and exit procedures to support people with disabilities, and using multiple communication methods within our Business Continuity Plans to help meet employee needs

CIBC Square

CIBC Square exceeds current provincial accessibility standards. In partnership with our landlord, we use inclusive design to make the space easier to navigate for visitors, clients, and employees. Key features include:

• Expanding accessible spaces across our corporate network with the opening of CIBC Square North in 2026
• Supporting wayfinding through tactile and braille signage, and using a room-booking system that flags accessible spaces to help employees locate suitable workspaces
• Using destination-dispatch elevators that group passengers by floor to reduce wait times
• Providing wider, unobstructed pathways at all entrances, with power door operators along main routes
• Offering a service animal relief area for employees and visitors with service animals
• Providing accessible parking that exceeds local building code requirements

We have identified some barriers in our built environment

We recognize there are some accessibility barriers in our physical locations and we are working to address inconsistencies across our Canadian real estate portfolio.

Ongoing plans

• Use lessons learned and Accessible Canada Act (ACA) standards, as they are published, to refine documented accessibility standards, best practices, and guidelines for future builds and renovations
• Maintain a centralized database of information from ongoing accessibility audits. This helps us to monitor progress in creating a more accessible network, and to prioritize facilities for accessibility upgrades
• Improve accessibility by strategically updating our real estate portfolio through our future banking centre network strategy

2026

• Expand and improve accessibility audits for Commercial Banking and Wealth Management and update the centralized database with latest information
• Complete construction of our new, inclusively designed CIBC Square North tower and begin move in activities as spaces become available

2027

• Fully operationalize CIBC Square North, with all CIBC spaces occupied, improving workplace accessibility for employees relocating to the site
• Manage location-level accessibility requirements during holistic renovations to ensure existing gaps are remediated

2028+

• Undertake location-by-location accessibility programs to identify and remove physical barriers to better accommodate clients and employees with disabilities
• Monitor for future ACA regulations for the built environment to guide and prioritize barrier-removal planning and execution across the portfolio

Information and communication technologies (ICT)

Overview

CIBC recognizes that accessible technology enables employees and clients with disabilities. We aim to deliver inclusive, accessible information and communication technologies. Our Enterprise Digital Accessibility (EDA) team leverages technology and inclusive design to enhance employee and client experiences. The team provides project consulting, accessibility audits, and knowledge resources, while finding and addressing gaps against accessibility standards.

We also have a User Experience Accessibility (UXA) team that identifies accessibility gaps in frontline applications used by personal banking employees. The team employs user research to guide how we build these applications to be more accessible.

CIBC maintains an Inclusive Design Standard for Application User Interfaces based on the Web Content Accessibility Guidelines (WCAG). We review the Standard regularly so that newly published versions of WCAG can be considered for adoption. The Standard currently points to WCAG 2.1 when defining our requirements.

We have developed and implemented a structured audit method to find digital accessibility gaps that affect employees, clients, and vendors. Professional testers and people who use assistive technologies conduct these assessments to capture both technical and user-experience issues.

We have improved accessibility at full‑function ATMs by enabling contactless card authentication and adding braille decals to all machines.

CIBC strives to be inclusive by design and to provide an inclusive banking experience. We invest in training to improve our team’s inclusive leadership capabilities and inclusive talent practices. In 2025, we launched an enterprise‑wide program to prepare for the ACA ICT regulations, and the program is now focused on developing a plan to meet the requirements of the Digital Technologies Accessibility Regulations Opens a new window..

We have identified some barriers in our information and communication technologies

Digital applications may be hard to use with assistive technologies, leading to poor experiences for employees and clients.

Ongoing plans

• Strengthen our technology and teams’ skills with the tools and training to deliver accessible digital applications and communications
• Continue to equip the EDA team with accessibility training experts who manage our online knowledge portal, deliver live training, and build digital training programs. Available e-learning currently includes courses on digital accessibility fundamentals, WCAG 2.1 AA, and CIBC’s Inclusive Design Standard for Application User Interface

2026

• Develop a plan to operationalize training by role to meet the requirements of the ACA ICT. This plan will include training deployment, completion and reporting
• Enhance existing fundamentals of digital accessibility training for employees who are involved in the development, maintenance, or procurement of information and communication technologies
• Expand the reach of accessibility testing (automated scans and manual audits) to assess conformance to ACA ICT
• Launch a pilot to license automated scanning tools for design, development, quality assurance, and audit functions; assign licenses to relevant roles; and integrate the tools into existing workflows
• Complete the scheduled review of our internal Inclusive Design Standard for Application User Interface and communicate the requirements and applicability
• Launch a dictation option for clients to provide debit and credit card numbers in specific telephone banking automated systems

2027

• Launch updated eLearning courses (developed for design, content, development and testing specialists) within our Learning Management System
• Continue to work towards meeting the accessibility requirements in the ACA ICT regulation including publishing and retaining accessibility statements and conformity assessment reports

2028+

• Implement a process, led by line of business and/or application owners, to ensure alternative formats or methods are provided if web pages, mobile applications, or non-web digital documents are not accessible 

Communication, other than information and communication technologies

Overview

We continue to build an inclusive culture by integrating accessibility into our processes and practices. When employees need support serving clients with disabilities through non‑digital communication channels, they can use our internal Accessibility Resource Centre and consult the Client Experience Accessibility Team.

Team members can also visit the Brand Hub intranet site for guidelines and templates to help create accessible content. Our internal photography library features employees with disabilities and includes alternative text for all images.

We offer several accessibility training courses for employees. All frontline employees are required to complete our “Supporting Clients with Disabilities” course; additional training on “Creating Accessible Content” has been developed for our centralized learning management system. Our approach to maintain an accessible environment and to remove barriers for persons with disabilities is outlined in our Accessible Customer Service Standard (PDF, 135 KB) Opens a new window..

We have identified some barriers in our communication, other than ICT

Some of our internal and external documents and policies may not be written in clear, plain language and include undefined acronyms, jargon, and idioms. In some cases, CIBC’s brand standards for internal documents are not followed, reducing readability. Additionally, CIBC lacks a consistent approach to accessibility for client events.

Ongoing plans

• Maintain and regularly review our Accessible Customer Service Standard
• Safeguard our brand and promote accessibility by hosting sessions with identified brand champions and key partners to educate teams on the proper use of our guidelines and templates
• Update and integrate CIBC Plain Language Guidelines into our ways of working, in alignment with the Accessible Canada Act (ACA) Plain Language Standard published in 2025

2026

• Develop and launch Accessibility Guidelines focused on inclusive design for marketing stakeholders, for use internally and externally
• Publish enterprise-wide guidelines to ensure client events are consistently accessible

2027

• Explore opportunities to enhance our service for d/Deaf clients across our banking centre network

2028+

• Use established banking centre frontline communications to equip frontline teams with knowledge of the ACA and raise client awareness of products, services, and events that support clients with disabilities

Procurement of goods, services and facilities

Overview

CIBC recognizes its obligation to engage with third-party suppliers who respect the dignity and diversity of all people, including people with disabilities, and who promote a fair, inclusive workplace. We share our expectations with suppliers in several ways:

• We set out the principles, standards, and behaviours we expect suppliers to follow in the Supplier Code of Conduct (PDF, 315 KB) Opens a new window..
• Our contracts require compliance with applicable laws and regulations to protect the rights of our clients and employees.
• When we source new products and services, we ask suppliers to follow global accessibility standards, such as the Web Content Accessibility Guidelines (WCAG).

We are updating our framework for selecting suppliers and solutions to better promote our established Accessibility Standards. This includes advising potential suppliers of their contractual requirements at the outset and throughout the vendor relationship.

We have identified the following barrier in our procurement of goods, services and facilities

Some existing agreements may lack specific accessibility clauses that clearly outline our expectations and accessibility standards for clients and employees.

Ongoing plans

• Provide information sessions for CIBC Relationship Managers and employees to ensure awareness of accessibility requirements for current agreements and new vendors
• Strengthen ongoing monitoring so Relationship Managers consistently collect and document evidence of vendors compliance with contractual accessibility requirements
• Provide updated contracts with accessibility language to existing suppliers at the time of contract renewal and when negotiating any material changes, as appropriate
• Regularly review and update our Procurement Policy, Methodology, and Supplier Code of Conduct to improve accessibility for clients and employees

2027

• Mature our procurement process by requiring vendors to adhere to ICT regulation requirements, including providing a conformity assessment
• Provide fundamental digital accessibility training to employees involved in procurement of information and communication technologies

2028+

• Continue to elevate accessibility practices throughout our CIBC third-party vendor management lifecycle

Design and delivery of programs and services 

Overview

We are building an inclusive culture where accessibility and inclusive design are embedded in how we do business. We deliver accessible services aligned with the principles of the Accessible Canada Act. Focused teams and committees help us achieve our accessibility goals and remove barriers.

Our Accessibility Action Committee includes representatives from Client Experience, User Accessibility, Risk Management, Real Estate, Product, Talent, Procurement, Service Design, Employee Accessibility and Accommodations, Marketing, Technology, Inclusion and Enterprise Digital Accessibility.

The Accessibility Action Committee accelerates our progress and advances our current 3‑Year Accessibility Roadmap, which runs through 2027; we will deliver a new plan in 2028. The Roadmap has four workstreams and nine strategic initiatives, is supported by quantitative targets, and is reported quarterly to CIBC’s Inclusion Leadership Council, chaired by our Senior Executive Vice President, Personal and Business Banking.

Our enterprise Client Experience team includes dedicated accessibility specialists, many with lived disability experience. The Client Experience (CX) Accessibility team builds a culture of accessibility and improves client experience through strategic initiatives. In 2024, we launched the “Accessibility at CIBC” eLearning for frontline team members. It offers practical tips on inclusion, accessibility, and advocacy, insights into tools and resources that support clients with disabilities, and a foundational understanding of common challenges and barriers.

We have also established an Enterprise Digital Accessibility team. More information on its capabilities and responsibilities is available in the Information and Communication Technology focus area.

In 2024, we made it easier for clients to apply for the Registered Disability Savings Plan (RDSP) in our banking centres and offered an RDSP webinar for client education. In 2025, we introduced the Adapta Mastercard with a tactile notch to help low‑vision clients identify and orient the card more easily. Clients continue to use our braille and large‑print card sleeves for credit, debit, and prepaid cards.

To keep accessibility embedded in our operations and to ensure our programs and services are accessible, we have established several processes:

• Our governance requires a Client Experience Assessment (CEA) for every new initiative to ensure a strong client experience. The CEA includes accessibility-specific questions and input from experts with lived experience. All components must comply with accessibility laws, and all digital components must follow CIBC’s Inclusive Design Standard for Application User Interfaces.
• Our Enterprise Delivery Framework provides a single, common approach to project delivery. It outlines the processes, deliverables, and how‑to guidance for successful projects and requires adherence to CIBC’s Inclusive Design Standard for Application User Interfaces.
• To help employees serve clients with disabilities, we offer internal resources like the Accessibility Resource Centre. Employees can also contact the CX Accessibility team. Accessibility training is available to all employees, and all frontline employees must complete our “Supporting Clients with Disabilities” course.
• The Accessibility Program Manager monitors accessibility feedback from the Client Feedback Form, employee‑logged feedback, and client surveys. We review this feedback for trends and issues and use the Accessibility Dashboard to identify opportunities to continuously improve products and services for people with disabilities.
• Our digital and telephone banking channels incorporate the latest accessibility features, such as advanced speech recognition for identification. We also offer Video Relay Service (VRS).

We have identified some barriers in our design and delivery of programs and services:

Frontline employees have different levels of awareness of disability etiquette and the supports available for people with disabilities. Across the organization, awareness of the importance of inclusive design is also inconsistent.

Ongoing plans

• Continue to build a culture of accessibility by using our Accessibility Communication Strategy to raise awareness. Tactics include internal communication campaigns and events for days of opportunity, such as International Day of Persons with Disabilities (IDPD), Global Accessibility Awareness Day (GAAD), and Disability Employment Awareness Month (DEAM)
• Enhance our products and services by analyzing anonymized, large‑scale survey data and acting on feedback from clients who self‑identify as having disabilities
• Make it easier for employees to find accessibility tools, training, and resources, including our recently launched “Accessibility by Design” eLearning
• Maintain our Accessible Customer Service Standard, which includes, but is not limited to, guidance on support persons, service dogs, and accessible communication

2026

• Update the accessibility pages on cibc.com to make navigation easier by adding more disability categories that guide clients to tailored, barrier‑reducing service recommendations, and prominently feature our Accessibility Plan to show our commitment to accessibility
• Improve service for the Registered Disability Savings Plan (RDSP) and expand other product offerings (Savings, GICs etc.)
• Continue ongoing efforts to drive client awareness and education about the RDSP product and to address both the lack of familiarity and misconceptions about eligibility

2027

• Clarify expectations for our marketing agencies and provide guidance on the design and delivery of accessible communications and marketing materials, as appropriate

2028+

• Advance frontline training focused on product knowledge, accommodations (including accessible formats and communications), and disability etiquette to deliver fully accessible customer service

Transportation

Overview

Given our presence across Canada, some CIBC employees may need to travel between offices to meet with clients or attend internal meetings. When business travel is required, employees can choose transportation that meets their accessibility needs. Accessibility accommodations are typically available from commercial airlines and ground transportation providers (rental cars, on-demand car services, and buses) at most destinations. If accommodations are needed at an under-serviced location, CIBC will look for alternatives whenever possible.

Our Employee Accessibility and Accommodations team is available to provide additional support for work-related travel. CIBC continuously reviews our travel guidance to identify accessibility barriers and implement solutions.

We have identified the following barrier in transportation

Our existing travel guidance lacks clarity for employees who may have accessibility requirements.

Ongoing plans

• Continue assessing areas and roles that may involve transportation to ensure supports are in place and any identified barriers are addressed

2026

• Enhance our existing internal Corporate Travel web page to include clear direction on supports that employees may need

Conclusion

This plan reflects CIBC’s ongoing commitment to accessibility. We are committed to understanding and learning from employees and clients who have historically encountered barriers to employment and banking. These insights guide how we improve accessibility and enhance experiences for our employees and clients. To learn more about how CIBC is building a more equitable, inclusive and sustainable future, please visit CIBC’s Sustainability Report on cibc.com.

Glossary

The following glossary defines the technical terms and acronyms used throughout our Accessibility Plan.

Accessibility:  Enabling people with disabilities to live independently and participate fully in all aspects of life, having access to all aspects of society on an equal and equitable basis with others (Source: ACA Plain Language Standard Opens a new window.).

Accommodation: A modification to rules, policies, practices, or the physical environment that allows a person with a disability to fully and equally take part in areas such as work, education, and the use of goods and services (for example, banking).

American Sign Language (ASL): The language used by most Deaf Canadians in anglophone communities. It is a visual language made up of specific gestures involving the hands, face, and body. It has its own grammatical rules and sentence structure (Source: ACA Plain Language Standard Opens a new window.).

Assistive Technology: Equipment, product system, hardware, software, or service that is used to increase, maintain, or improve a person’s capabilities (Source: ACA Plain Language Standard Opens a new window.).

Barrier: Anything that hinders a person’s full and equal participation in society. These may include architectural features, attitudes, physical conditions, technologies, communication methods, information formats, or policies and practices that create exclusion (Source: ACA Plain Language Standard Opens a new window.).

Captioning: Real‑time (live) or pre‑recorded on‑screen text that shows spoken words and important sounds in videos and other media, making audio content accessible to people who are d/Deaf or hard of hearing (Source: ACA Plain Language Standard Opens a new window.).

d/Deaf: “deaf” (lowercase) refers to the medical condition of having little or no functional hearing.  “Deaf” (uppercase) refers to a cultural and social identity based on shared experiences and the use of sign languages, including ASL and LSQ.

Disability: Disability refers to conditions that make it harder for someone to complete daily activities, access information, or interact with their surroundings. A disability might include a condition or functional limitation that is physical, mental, intellectual, cognitive, learning, communication, or sensory. Disabilities can be permanent, temporary, or episodic, and they can be apparent to other people or not. Types of disabilities may include, but are not limited to:  seeing or vision, mobility, speech, hearing, flexibility, dexterity, pain related, learning, cognitive, developmental, mental health related, or memory.

Disability etiquette: Guidelines on how to interact and communicate with people with disabilities to ensure all individuals with disabilities are treated with dignity, respect, and professionalism.

Inclusion: The practice of using proactive measures to create an environment where people feel welcomed, respected, and valued, and to foster a sense of belonging and engagement (Source: ACA Plain Language Standard Opens a new window.).

Inclusive design: A methodology for creating products, services, and environments that enable everyone, including people with disabilities, to participate fully and equally.

Langue des signes Québécoise (LSQ): The language used by most Deaf Canadians in francophone communities. It is a visual language made up of specific gestures involving the hands, face, and body. It has its own grammatical rules and sentence structure (Source: ACA Plain Language Standard Opens a new window.).

Plain Language: A communication is in plain language if its wording, structure, and design are so clear that the intended audience can easily do each of the following (Source: ACA Plain Language Standard Opens a new window.): 

• find what they need;
• understand what they find; and
• use that information.

RDSP: Registered Disability Savings Plan. The RDSP is a long-term savings plan created by the federal government to help Canadians with severe and prolonged disabilities, and their families, save for the future.

TTY: Teletypewriter. A keyboard-operated device that allows people who are d/Deaf, hard of hearing, or have a speech impairment to communicate by typing messages over a phone line.

WCAG: Web Content Accessibility Guidelines. Published by the World Wide Web Consortium (W3C), Canada uses WCAG as the basis for its own Standard on Web Accessibility to ensure digital content is accessible to everyone, including people with disabilities. At the time of writing, the prevalent version in regulations and standards is WCAG 2.1 AA.

Workforce: Refers to our regular (full-time and part-time) employees, who are working or on paid leaves, as at October 31. Excludes temporary employees, retirees, employees on unpaid leaves, contingent workers, and CIBC Caribbean.