Ready. Set. Impact. with Encore Canada Event Provider

A.    Guide Dogs, Service Animals and Service Dogs

A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.

Exclusion Guidelines:

If a guide dog, service animal or service dog is excluded by law (see applicable laws below) Audio Visual Services (Canada) Corporation will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).

Applicable Laws: 

Food Safety and Quality Act 2001, Ontario Regulation 31/05: Animals not intended for slaughter or to be euthanized are not allowed in any area or room of a meat plant. It also makes an exception for service dogs to allow them in those areas of a meat plant where food is served, sold or offered for sale to customers and in those areas that do not contain animals or animal parts and are not used for the receiving, processing, packaging, labelling, shipping, handling or storing of animals or parts of animals.

The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, normally does not allow animals in places where food is manufactured, prepared, processed, handled, served, displayed, stored, sold or offered for sale.  It does allow guide dogs and service dogs to go into places where food is served, sold or offered for sale.  However, other types of service animals are not included in this exception.

Dog Owners’ Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds (such as pitbulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.

Recognizing a Guide Dog, Service Dog and/or Service Animal:

If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, Audio Visual Services (Canada) Corporation may request verification from the customer.

Verification may include:

·        a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;

·        a valid identification card signed by the Attorney General of Canada; or,

·        a certificate of training from a recognized guide dog or service animal training school.

Care and Control of the Animal:

The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.

Allergies:

If a health and safety concern presents itself for example in the form of a severe allergy to the animal, Audio Visual Services (Canada) Corporation will make all reasonable efforts to meet the needs of all individuals.

2. Support Persons

If a customer with a disability is accompanied by a support person, Audio Visual Services (Canada) Corporation will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.

There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations Audio Visual Services (Canada) Corporation will make every reasonable attempt to resolve the issue.   

In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed. 

Admission Fees:

If payment is required by a support person for admission to the premises Audio Visual Services (Canada) Corporation will ensure that notice is given in advance by posting notice of admission fees for support persons where Audio Visual Services (Canada) Corporation fees are posted.

3. Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Audio Visual Services (Canada) Corporation.  In the event of any temporary disruptions to facilities or services that customer’s with disabilities rely on to access or use Audio Visual Services (Canada) Corporation’s goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

Notifications will Include:

In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:

·        goods or services that are disrupted or unavailable

·        reason for the disruption

·        anticipated duration

·        a description of alternative services or options

Notifications Options:

When disruptions occur Audio Visual Services (Canada) Corporation will provide notice by:

·        posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on the Audio Visual Services (Canada) Corporation website;

·        contacting customers with appointments;

·        verbally notifying customers when they are making a reservation or appointment; or

·        by any other method that may be reasonable under the circumstances.

D.   Feedback Process

Audio Visual Services (Canada) Corporation shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be made available by the salesperson upon conclusion of the event. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request.

5. Training

Training will be provided to:

a)     all employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of Audio Visual Services (Canada) Corporation; for example: salespersons, drivers, vendors, event operators, call centers and third party marketing agents; and,

b)     those who are involved in the development and approval of customer service policies, practices and procedures.

Training Provisions:

As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:

• A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
• A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07.
• Instructions on how to interact and communicate with people with various types of disabilities.
• Instructions on how to interact with people with disabilities who:
  
  • use assistive devices;
  • require the assistance of a guide dog, service dog or other service animal; or
  • require the use of a support person (including the handling of admission fees).
• Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
• Instructions on what to do if a person with a disability is having difficulty accessing your services.
• Audio Visual Services (Canada) Corporation’s policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.

Training Schedule:

Audio Visual Services (Canada) Corporation will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents and/or contractor who deal with the public or act on our behalf (insert when such as, during orientation). Revised training will be provided in the event of changes to legislation, procedures and/or practices.

Record of Training:

Audio Visual Services (Canada) Corporation will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

F.    Notice of Availability and Format of Documents

Audio Visual Services (Canada) Corporation shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer’s disability. Notification will be given by posting the information in a conspicuous place owned and operated by Audio Visual Services (Canada) Corporation, the Audio Visual Services (Canada) Corporation’s website and/or any other reasonable method.