How does PayPal provide accessible services to individuals with special access needs?

PayPal Canada Co. Accessible Customer Service Policy
Providing Services to Persons with Disabilities


PayPal Canada Co. ("PayPal" or the "company") is committed to excellence in serving all of its users, including those with disabilities.  PayPal is committed to providing accessible and integrated customer service in a way that respects the dignity, equality and independence of persons with disabilities and to comply with the Accessibility for Ontarians with Disabilities Act, 2005 (the "Act") and the accessibility standards created under its authority, including the Accessibility Standard for Customer Service (the "Customer Service Standard"). Unless otherwise provided, terms used in this Policy shall have the meanings given to them in the Act or the Customer Service Standard, as applicable.


PayPal will communicate with persons with disabilities in ways that take into account their disability.  We provide training and materials to all individuals who require training (as defined below) to assist them in interacting and communicating with persons with various types of disabilities.

Requests by persons with disabilities for alternative methods of communication will be fulfilled as promptly as feasible.

Assistive devices
PayPal is committed to ensuring that employees have the information and resources they need to assist users who may use assistive devices in accessing PayPal’s facilities or services.  Our employees stand ready to assist users with disabilities in obtaining, using and benefiting from the services PayPal offers, taking into consideration and respecting the dignity and independence of the individual.


Service Animals & Support Persons
To the extent individuals with disabilities are invited on the company’s premises, a service animal may accompany such users during their visit.  Unless prohibited by law, the service animal may stay with the user at all times.

Any person with a disability, invited onto the company’s premises, who is accompanied by a support person will also be allowed to enter the company’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.  PayPal may require a person with a disability to be accompanied by a support person when invited onto the company’s premises if a support person is necessary to protect the health or safety of the person with a disability or the health or safety of others on the premises.


Notice of temporary disruption
PayPal will provide prompt notice to the public in the event of a temporary disruption in any particular services usually used by persons with disabilities in order to obtain, use or benefit from PayPal's services. This notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative services or workarounds, if available. Such notices will be given by posting the information conspicuously at our facility or on our company website, or by such other method as is reasonable in the circumstances.


PayPal will provide training to every person in Ontario who: (i) deals with members of the public or other third parties on PayPal’s behalf, whether the person does so as an employee, agent, volunteer or otherwise; and (ii) develops company policies, practices and procedures governing the provision of services to members of the public or other third parties (each an "individual who requires training").
The goal of the training will be to ensure that each individual in Ontario who requires training interacts and communicates appropriately with individuals with various disabilities.
Training will include:


  • A review of the purposes of the Act and the requirements of the Customer Service Standard;
  • How to interact and communicate with persons with various types of 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;
  • How to use assistive devices that may help with providing services to persons with disabilities;
  • What to do if a person with a disability is having difficulty accessing PayPal’s services.

Each individual in Ontario who requires training will be trained as soon as practicable after he or she is assigned the applicable duties and on an ongoing basis thereafter in connection with changes to this Policy or other policies, practices and procedures governing the provision of the company's services to persons with disabilities.
Records of all training provided under this Policy will be retained by PayPal’s Human Resources and/or Legal department.

Feedback process

PayPal works hard to make sure that everyone who wants to use PayPal’s services can do so, and have a positive experience.  We do this in various ways, including:

  • Making links on our website descriptive and providing alternative text to help people using assistive technology such as screen reader software.
  • We consider accessibility when we design features or pages on our website.
  • We increase the contrast between fonts and backgrounds to make pages on our website easier to read.
  • We make our website easier to navigate without using a mouse.

PayPal welcomes feedback from users regarding the way our company provides services to persons with disabilities.  Such feedback may be provided by clicking Contact Us, which is located on our Help page. Customer service representatives stand ready to assist persons with disabilities in relation to any feedback or complaints they may have.  If necessary, the feedback or complaint may be escalated to designated individuals within the Customer Service department or other employees of PayPal who will work with the user to address his or her concerns.

PayPal will promptly respond to and address all complaints that it receives.

Obtaining documents
Any documents required by the Customer Service Standard, including this Policy, are available upon request. PayPal will provide such documents, including this Policy, in a format that recognizes the disability of the person requesting it.

Modifications to this Policy or other policies
PayPal will consider and take appropriate steps to modify or provide alternatives to any of its policies or practices that may have the unintended impact of failing to respect and promote the dignity and independence of persons with disabilities.  PayPal will continue to work hard to make its services available to all who wish to use them, including persons with disabilities.