PROVIDING GOODS AND SERVICES TO PEOPLE WITH DISABILITIES 

 

Description of the ACT:  

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is the foundation of the government's plan to make Ontario accessible for people with disabilities by 2025. 

Under the act, Ontario is creating standards that will break down barriers for people with disabilities in five areas of everyday life. The Customer Service Standard is already in place for the broader public sector, and the private sector will follow by January 1, 2012. The next three proposed accessibility standards cover Information and Communications, Employment and Transportation. 
 
In order to effectively enforce these new standards, the government is developing a system of monetary penalties to be used in cases of non-compliance, as well as an appeals tribunal. 

 

Information and Communications 
 
The proposed Accessible Information and Communications Standard outlines how businesses and organizations will be required to create, provide and receive information and communications in ways that are accessible for people with disabilities.  
 
Employment 
 
The proposed Employment Accessibility Standard will require organizations that provide paid employment to ensure accessibility for people with disabilities across all stages of the employment life cycle including recruitment, retention and returning to work.  
 
Transportation 
 
The proposed Accessible Transportation Standard will make it easier for people to travel in Ontario, including people with disabilities, older Ontarians and families traveling with children in strollers. 

 

Monetary Penalties 
 
The Accessibility for Ontarians with Disabilities Act, 2005 gives the government the authority to set monetary penalties to enforce compliance with accessibility standards. The proposed penalties will only be used after all compliance assistance efforts have been exhausted. 
 
Proposed amounts for these penalties range from $200 to $15,000, depending on the size and type of organization, their compliance history and the impact of the violation. 

The Ballroom Bowl is committed to excellence in serving all customers including people with disabilities. 

Statement of Commitment:  

The Ballroom Bowl is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. 

 

We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Ontario’s accessibility laws. 

 

The Ballroom Bowl will provide, on request, information in an accessible format or with communication support to people with disabilities, in a manner that takes into account their disability. 

 

Purpose:  

To outline procedures and practices in place to help identify and remove barriers that would impede anyone with a disability from accessing Company products and services. 

 

Definitions:  

 

Assistive Devices: A device used by a person with a disability used to carry out activities or in accessing goods and services. Examples include wheelchairs, canes, crutches, hearing aids, and real-time captioning services (on-screen typing of what speakers are saying).  

 

Barrier: Anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including physical, architectural, informational, communicational, attitudinal or technological barriers and policies or practices.  

 

Disability: As defined under the Accessibility for Ontarians with Disabilities Act, means the following:  

 

  1. any degree of physical disability, infirmity, malformation or      disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,  

  1. a condition of mental impairment or a developmental disability 

  1. learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,  

  1. a mental disorder, or  

  1. an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997; (“handicap”).  

 

Assistive Devices 

We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and/or services. 

Wheelchairs:  

  1. Hold doors open for someone entering and exiting the building  

  1. Place individuals with wheelchairs at lower tables to allow them a comfortable dining experience  

  1. Seat someone in a wheelchair at any available low table even if this means using a large booth for a small number of customers.  

Hearing aids- Seat someone that uses hearing devices away from any speakers in the restaurant. Usually, the front of the restaurant is the quietest area.   

Receipt Plates (if applicable)- Recommend these for someone with a visual impairment as they have a built-in magnifying glass to ensure that the customer can read some of the fine print on our menu. 

Highchairs- We provide highchairs for infants and smaller children. Ensure that the highchairs and boosters are cleaned properly (wiped down, especially under the arm rests, and sanitized). When placing one at a table make sure it is placed on a secure level surface with no obstructions under the chair.    

Walker/ Crutches- If someone enters the premises using one of these assistive walking devices allow them a spot to put the equipment while dining, if they prefer to keep it with them allow this to happen as long as it is not obstructing fire exits.  

Ensure the front entrance is clear of debris and snow so that anyone using an assistive device has proper traction.  

Communication 

We will effectively communicate with people attributing a disability in ways that can further assist with their need. 

  1. Speak directly rather than through a companion or sign language interpreter who may be present. 

  1. Offer to shake hands when introduced. People with limited hand use or an artificial limb can usually shake hands and offering the left hand is an acceptable greeting. 

  1. Always identify yourself and others who may be with you when meeting someone with a visual disability. When conversing in a group, remember to identify the person to whom you are speaking. When dining with a friend who has a visual disability, ask if you can describe what is on his or her plate. 

  1. If you help, wait until the offer is accepted. Then listen or ask for instructions. 

  1. Treat adults as adults. Address people with disabilities by their first names only when extending that same familiarity to all others. Never patronize people in wheelchairs by patting them on the head or shoulder. 

  1. Do not lean against or hang on someone’s wheelchair. Bear in mind that people with disabilities treat their chairs as extensions of their bodies. And so, do people with guide dogs and help dogs. Never distract a work animal from their job without the owner’s permission. 

  1. Listen attentively when talking with people who have difficulty speaking and wait for them to finish. If necessary, ask short questions that require short answers, or a nod of the head. Never pretend to understand; instead repeat what you have understood and allow the person to respond. 

  1. Place yourself at eye level when speaking with someone in a wheelchair or on crutches. 

  1. Tap a person who has a hearing disability on the shoulder or wave your hand to get his or her attention. Look directly at the person and speak clearly, slowly, and expressively to establish if the person can read your lips. If so, try to face the light source and keep your hands, or any other object, away from your mouth when speaking. If a person is wearing a hearing aid, don’t assume that they can distinguish your speaking voice. Never shout at a person. Just speak in a normal tone of voice. 

  1. Relax. Don’t be embarrassed if you happen to use common expressions such as “See you later” or “Did you hear about this?” that seem to relate to a person’s disability. 

Service Animals 

We welcome people with service animals. Service animals are allowed on the sections of our premises that are open to the public.  

  • Look for an identification tag/paperwork if you are unsure if the animal is a service animal. (they usually wear a blue jacket to I.D. the animal in Ontario)  

Support Persons 

Those who have a disability and are accompanied by a support person will be allowed to have that person accompany them on our premises.  

Policy  

The Ballroom Bowl is committed to preventing, identifying and removing any barriers that could impede the ability of people with disabilities to access care and services. This includes but is not limited to, access to facilities, communication of information, customer service, and employment.  

The Ballroom will use every reasonable effort to ensure that its policies, practices and procedures are consistent with the following principles:  

  • That goods or services must be provided in a manner that respects the dignity and independence of persons with disabilities.  

  • That the provision of goods or services to persons with disabilities and others must be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods or services.  

  • That persons with disabilities must be given an opportunity equal to that is given to others to obtain, use and benefit from the goods or services.  

  • When communicating with a person with a disability, all employees shall do so in a manner that takes into account the person’s disability.  

Every effort will be made by employees to accommodate and assist a person with a disability in the use of any form of assistive device or service, including the use of service animals and support persons, so that the person will be able to obtain, use or benefit from the Company’s goods or services.  

Every effort will be made by The Ballroom to ensure that employees with disabilities are accommodated, up to the point of undue hardship, to ensure their safety and that they have equal opportunities as other employees.  

Notice of Disruptions  

From time to time, the facilities used by persons with a disability to access the Company’s goods or services may not be available for utilization. Examples may include but are not limited to a closed entrance with a wheelchair ramp, an elevator, and accessible washrooms. When this occurs, either on a planned or unplanned basis, notice shall be posted at a conspicuous place on the premises. Such notice shall include the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if any, that are available.  

Emergency Situations  

All The Ballroom employees will be trained on emergency procedures and how to assist customers, co-workers and other visitors that may require assistance during an emergency. Emergency plans for people with disabilities will be developed as outlined in the Company's emergency response policies and procedures.  

Feedback Process  

To ensure that The Ballroom is receiving and responding to feedback from the public about the manner in which it provides goods and services to persons with disabilities, the public is encouraged to contact the Company as follows:  

  • In Person 

  •  By Telephone  

  • By E-mail 

  • By Mail  

 

All feedback will be reviewed, and a reply will be sent to the person(s) providing the feedback.  

Training 

The Ballroom shall ensure that every employee or independent contractor who provides goods or services to the public on behalf of the Company, and every person who participates in developing the Company’s policies, practices and procedures governing the provision of goods and services to the public, shall receive training about the provision of its goods or services to persons with disabilities.  Training will include: 

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard,  

  • The Ballroom Bowl accessible customer service plan,  

  • 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, and 

  • What to do if a person with a disability is having difficulty with The Ballroom Bowl goods and services  

Staff will also be trained when changes are made to The Ballroom Bowl’s accessible customer service plan. Detailed training records will be kept.  

Modifications to this or Other Policies Any policy of The Ballroom Bowl that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.