"Pembina is committed to achieving excellence in every aspect of our business, from how we design, construct and operate our pipelines and facilities to how we interact with employees, customers and community neighbours. Success here is not only measured by the work we do, but also by how we get the job done. We set a high standard for safety, environmental responsibility and being a good corporate citizen; we take pride in delivering on our commitments,"

   — Mick Dilger, President & CEO

Our network of pipelines, facilities and infrastructure connects us to the land and the communities where we operate. Because of this connection, we have a duty to manage our business in a way that respects the people and environment we impact. This duty is reflected in our commitment to responsible operations and development. By working responsibly, we earn the trust of our stakeholders and the right to operate and grow our business.

Commitment to diversity and employment equality

Pembina’s Accessible Customer Service Plan for Ontario
Pembina is committed to excellence in serving all members and the public including people with disabilities.
Assistive Devices
We will ensure that our employees are trained and familiar with various assistive devices that may be used by people with disabilities while accessing our goods or services.

We will communicate with people with disabilities in ways that take into account their disability.

Service Animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for people with disabilities, for example, automatic doors or elevators, Pembina Pipeline Corporation will notify members and the public. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time and a description of alternative facilities or services if available. This notice will be placed on entrance doors to our premises.

Training for Employees
Pembina will provide training to employees who deal with our members, the public or other stakeholders. All employees located in Ontario will be provided with training and pertinent reference materials through our in house computer based Pembina Learning System.
The training will include:
  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • Pembina’s plan related to customer service standard.
  • How to interact and communicate with people with various types of disabilities.
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.
  • What to do if a person with a disability is having difficulty in accessing Pembina’s goods and services.
  • Employee will be trained also when changes are made to the plan.
Feedback Process
Those who wish to provide feedback on the way Pembina provides goods and services to people with disabilities can provide feedback by email, telephone or letter. All feedback or complaints should be directed to Senior Manager, Human Resources. Response can be expected within 10 business days.

Mailing Address:
Attn: Accessibility – Senior Manager, Human Resources
3800, 525 – 8th Ave SW
Calgary, Alberta
T2P 1G1
Telephone: 403-231-7451
Email: Community_investments@pembina.com

Notice of Availability
Pembina will notify the public that our policies are available upon request and are posted on the Pembina’s website.

Modifications to this or other policies
Any policy of Pembina that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Accessibility Report
Under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), organizations must make their Accessibility Reports available to the public.

Please click here to view Pembina's report.

For Pembina, working responsibly means taking steps to:

  • Create a safe workplace.
  • Operate in an environmentally responsible manner.
  • Meet or exceed regulatory requirements.
  • Contribute to the economic and social well-being of the communities where we operate through job creation and community investment.
  • Provide reliable and value-added service to our customers.
  • Be respectful to our community neighbours.