ACCESSIBLE CUSTOMER SERVICE POLICY

Date of first approval: September 13, 2019

Date updated: September 13, 2019

 

Berkeley Events is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

 

Berkeley Events understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.

 

Berkeley Events is committed to complying with both the Ontario Human Rights Code and the AODA.

 

Berkeley Events is committed to excellence in serving all customers including people with disabilities.

 

Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

 

1. Assistive Devices

 

People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.

 

In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.

 

(We will provide a wheelchair and assistance to our guests using our stair lift)

 

We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities.

 

(Our security and event managers will be trained/instructed to use our stair lift)

 

2. Communication

 

We will communicate with people with disabilities in ways that take into account their disability. This may include the following:

  • Writing things down and reading aloud as needed
  • Offering chairs during long conversations
  • Offering chairs to guests during stand up/cocktail events
  • Sitting down to engage with clients in wheelchairs
  • Making all of our publications available in different formats (i.e. larger fonts) upon request
  • Communicating with clients and guests by phone as much as possible to explain our accessibility options (i.e. always answering the phone and available for questions during business hours)
  • Having staff available during events to assist guests with disabilities (venue managers and security personnel)
  • Keeping areas free of tripping hazards and snow/ice
  • Keeping hallways, entrance ways, waiting rooms and reception areas clear and free of clutter
  • Providing service at alternate locations (over Skype, at a different venue or space)

We will work with the person with a disability to determine what method of communication works for them.

 

3. Welcoming 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.

 

When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

 

A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

 

If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:

  • Explain why the animal is excluded
  • Discuss with the customer another way of providing goods, services or facilities

 

4. Welcoming 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.

  • If attending an event, fee will not be charged for support persons.

We will notify customers of this on a case by case basis.

 

In certain cases, Berkeley Events might require a person with a disability to be accompanied by a support person for the health or safety reasons of:

  • The person with a disability
  • Others on the premises

Before making a decision, Berkeley Events will:

  • Consult with the person with a disability to understand their needs
  • Consider health or safety reasons based on available evidence
  • Determine if there is no other reasonable way to protect the health or safety of the person or others on the premises

If Berkeley Events determines that a support person is required, we will waive the admission fee or fare [if applicable] for the support person.

 

5. Notice of Temporary Disruption

 

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Berkeley Events will notify customers promptly. 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.

 

Services/Facilities include:

  • Accessible doors and washrooms
  • The notice will be made publicly available in the following ways:
  • Through emails to clients
  • Telling clients in person 8

 

6. Training

 

Berkeley Events will provide accessible customer service training to:

  • All employees and volunteers
  • Anyone involved in developing our policies
  • Anyone who provides goods, services or facilities to customers on our behalf

Staff will be trained on accessible customer service within one month after being hired.

Training will include:

  • Purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Berkeley Event’s policies related to the 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
  • How to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities. These include:

Training for use of our stair lift (Garaventa Super Track)

  • What to do if a person with a disability is having difficulty in accessing Berkeley Event’s goods, services or facilities

Staff will also be trained when changes are made to our accessible customer service policies.

 

7. Feedback Process

 

Berkeley Events welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

 

Customers will be notified of how to provide feedback in the following ways:

 

Via email, over the phone or in person

 

Customers who wish to provide feedback on the way Berkeley Events provides goods, services or facilities to people with disabilities can provide feedback in the following way(s):

 

Via email, in person, or over the phone

 

All feedback, including complaints, will be handled in the following manner:

Feedback will be directed to our General Manager

 

Customers can expect to hear back in 48 hours.

 

Berkeley Events will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

 

Notice of Availability of Documents

 

Berkeley Events will notify the public that documents related to accessible customer service, are available upon request by posting a notice in the following location(s) / way(s):

 

Via phone or email

 

Berkeley Events will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

 

Modifications to this or other policies

 

Any policies of Berkeley Events that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

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