Accessible Customer Service Plan

Accessible Customer Service PlanBackgroundThe Accessibility Standards Act (“Act”) is new provincial legislation in Ontario that is inplace to ensure equal access for persons with disabilities. This Act imposesrequirements on CI Financial Corp and its affiliates (the “CI”) and CI’s employees,advisors and contractors, effective January 1, 2012. In particular, the Act sets specificlegal standards regarding interaction and communication with customers and/ormembers of the public who have a disability, whether the disability is visual, audible,verbal, physical, mental, intellectual, or otherwise.All of the Company’s employees, advisors and contractors must take individual needsinto account when providing services to clients and/or interacting with the public. Allsuch personnel must ensure that all persons receive the same value and quality ofservice regardless of any disabilities. This may involve making accommodations for aperson who uses an assistive device, service animal or support person, and in somecases it may mean services are provided from an alternate more accessible location.Outlined below is an overview of the key elements of CI’s Customer Service Plan.Providing Goods and Service to People with DisabilitiesCI is committed to excellence in serving all customers including people withdisabilities.Assistive devicesWe will ensure that our staff is trained and familiar with various assistive devicesthat may be used by customers with disabilities while accessing our goods orservices.CommunicationWe will communicate with people with disabilities in ways that take into accounttheir disability.Service AnimalsWe welcome people with disabilities and their service animals. Service animalsare allowed on the parts of our premises that are open to the public.Support PersonsA person with a disability who is accompanied by a support person will beallowed to have that person accompany them on our premises.Notice of temporary disruptionIn the event of planned or unexpected disruption to services or facilities forcustomers with disabilities, CI will notify customers promptly where appropriate.This clearly posted notice will include information about the reason for the

disruption, its anticipated length of time, and a description of alternate facilities orservices, if available. The notice will be placed at the applicable location: 15 York Street, Toronto, Ontario, 2 nd floor – on the doors at the mainreception area, or; 2 Queen Street East, Toronto Ontario, 20 th floor – on the doors at the mainreception area, 280 King Street, at the main entrance, and www.ci.comTraining for StaffCI will provide training to employees, volunteers and others who deal with thepublic or third parties on our behalf. Positions that require training includeFinancial Services Representatives, Receptionists, Human Resources staff,Sales staff, Information Technology Services staff, Operations staff, Corporate,Legal and Compliance staff and Management staff.This training will be provided to all new employees within their first month ofemployment. Training will be provided in situations where existing employeestransfer into a future role that requires this training.Training will include: An overview of the Accessibility for Ontarians with Disabilities Act, 2005and the requirements of the customer service standard. CI’s plan related to the customer service standard. How to interact and communicate with people with various types ofdisabilities. How to interact with people with disabilities who use an assistive device orrequire the assistance of a service animal or a support person. What to do if a person with a disability is having difficulty in accessing CI’sgoods and services.Staff will also be trained when changes are made to the plan and advised whenupdates to the legislation are made.Feedback ProcessCustomers who wish to provide feedback can: Access the Customer Feedback form available at www.ci.com and followthe instructions Contact the Customer Service Centre at 1-800-792-9355 and speak to aFinancial Services representative who will complete the form with you. Complete a Customer Feedback form in person at the main reception areaat the following locationso 15 York Street, 2 nd floor receptiono 2 Queen Street East, 20 th floor reception

All feedback will be directed to Human Resources. Customers can expect aresponse within 2 business days. Complaints will be addressed according to ourregular complaint management procedures.Access to documentationCI’s documents and policies with respect to the Customer Service standard areavailable upon request using the contact information provided above.Modifications to this or other policiesAny policy of CI that does not respect and promote the dignity and independenceof people with disabilities will be modified.