Accessibility

CUSTOMER SERVICE POLICY

ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT – CUSTOMER SERVICE STANDARD

We have always been committed to doing the right thing for our customers and employees, including people with disabilities. Our values and behaviours are the foundation for the relationships we foster with our customers and employees. The Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”) is an Ontario law that was created to develop, implement and enforce accessibility standards in order to achieve accessibility for Ontarians with disabilities. The integration of the AODA Customer Service Standard into our restaurants and workplaces will bolster our continued commitment to showing respect, understanding, and tolerance towards our customers and employees.

  1. APPLICATION AND SCOPE

This Policy applies to all of our Ontario employees, agents and contractors who engage with the public on our behalf.

  1. PROVIDING GOODS AND SERVICES TO ONTARIANS WITH DISABILITIES

We are committed to using reasonable efforts to:

  • Provide goods and services in a manner that respects the dignity and independence of persons with disabilities;
  • Provide goods and services in a manner that enables a person with a disability to obtain, use or benefit from our goods and services; and
  • Provide persons with disabilities with an opportunity equal to that given to others to obtain, use and benefit from our goods and services.

 

  1. COMMUNICATIONS

When communicating with a person with a disability, we are committed to doing so in a manner that takes into account the person’s disability. We want everyone to feel comfortable serving customers with disabilities. All staff who communicate with customers will be trained on how to interact and communicate with people with various types of disabilities. In addition, we will endeavour to provide alternative methods of communication upon request. Any questions or concerns about how to interact with persons with disabilities must be discussed with a Manager.

  1. ASSISTIVE DEVICES

In our restaurants and workplaces, we welcome the use of assistive devices by persons with disabilities in order to obtain, use or benefit from our goods and services. We will ensure that all staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

  1. SERVICE ANIMALS

We welcome people with disabilities and their service animals, unless prohibited by law. We will ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities and their service animals.

  1. SUPPORT PERSONS

We welcome people with disabilities who are accompanied by a 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.

  1. NOTICE OF TEMPORARY DISRUPTION

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, the Manager will notify customers promptly with a clearly posted notice. The notice will include information about the reason for the disruption, its anticipated duration and a description of available alternative facilities or services, if any. The notice will be placed at all public entrances and service counters on our premises.

  1. ACCESSIBILITY TRAINING

Any person who interacts with the public or who participates in developing policies, practices and procedures will receive training on an ongoing basis, including information on how to serve persons with disabilities.

TRAINING TOPICS WILL INCLUDE:

  • Review of the purposes of the AODA and requirements of the Customer Service Standard;
  • Instruction on how to interact and communicate with people with disabilities;
  • Instruction on how to interact with people with disabilities who use assistive devices or require the assistance of a Service Animal or a Support Person;
  • Instruction on how to use equipment or devices available at the premise or that is provided otherwise, that may help people with disabilities access our goods and services, such as TTY telephones, elevators, or lifts;
  • Instruction on what to do if a person with a disability is having difficulty accessing our goods and services;
  • What to do in the event of service disruptions;
  • Identifying barriers that may exist for people with disabilities; and
  • Our policies, practices and procedures relating to the customer service standard.

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

  1. FEEDBACK PROCESS

We are committed to fostering relationships with all of our customers and we strive to meet their expectations. Comments on our goods and services can be addressed through the following methods:

  • Speaking with a Restaurant Manager
  • Contacting the AODA Manager on theburgerspriest.com
  • Telephone: 416-449-2211
  • Mail: Crave It Restaurant Group

2829 Sherwood Heights Drive Suite #101

Oakville, Ontario, Canada

L6J 7R7

  1. AVAILABILITY OF AODA DOCUMENTS

We will provide AODA-related documents upon request. In the event that we are required by law to provide a copy of an AODA-related document to a person with a disability, then we will do so in a format that takes into account the person’s disability.

PROCEDURES

We developed the following practices and procedures which are consistent with the guidelines of this policy as noted above, as well as the core principles of independence, dignity, integration and equal opportunity:

APPENDIX A – COMMUNICATIONS AND GENERAL GUIDELINES IN DEALING WITH PERSONS WITH DISABILITIES

APPENDIX B – ASSISTIVE DEVICES AND ALTERNATIVE SERVICE METHODS

APPENDIX C – SERVICE ANIMALS

APPENDIX D – SUPPORT PERSONS

APPENDIX E – NOTICE OF SERVICE DISRUPTIONS

APPENDIX F – TRAINING

APPENDIX A – COMMUNICATIONS AND GENERAL GUIDELINES IN DEALING WITH PERSONS WITH DISABILITIES

PROCEDURE:

Requests for alternative methods of communication should be fulfilled as promptly as practicable. This may be as simple as using a note pad to write down information or simply having an employee read information out loud to a customer.

If a solution or accommodation is not readily available, then the customer’s request should be recorded in writing and accommodated. The solution may require a compromise.

  1. CUSTOMERS WITH A VISION DISABILITY

Vision disabilities reduce a person’s ability to see clearly. Very few people are totally blind. Many have limited vision such as tunnel vision, where a person has a loss of peripheral or side vision, or a lack of central vision, which means they cannot see straight ahead. Some can see the outline of objects while others can see the direction of light.

Customers with a vision disability should be offered a Braille menu. You may also offer to read the menu and/or the bill to any customers with a vision disability.

  1. CUSTOMERS WHO ARE DEAF OR HARD OF HEARING

People who have hearing loss may be deaf or hard of hearing. Like other disabilities, hearing loss has a wide variety of degrees. Notepads and pens should be readily available and should be offered to customers with hearing loss.

  1. GENERAL GUIDELINES IN DEALING WITH PERSONS WITH DISABILITIES

In providing goods and services to persons with disabilities, the following procedures should be adhered to:

  • If unsure how to help, ask “How can I help you?” Individuals with disabilities know if they need help and will tell you how you can provide it.
  • Try to understand the individual’s needs. Focus on meeting those needs as you would with other customer.
  • Don’t make assumptions about an individual’s abilities. Attitude and stereotypes can negatively impact the way we interact with individuals with disabilities. Remember, some disabilities are not visible, and not every individual with the same disability experiences the same things.
  • Say “disability” not “handicap”.
  • Put the individual first. “Individual with a disability” puts the focus on the individual, not the disability.

APPENDIX B – ASSISTIVE DEVICES AND ALTERNATIVE SERVICE METHODS

PROCEDURE:

People with disabilities may use their own assistive devices as required when accessing goods or services. All premises are accessible, and allow for the use of assistive devices, including but not limited to:

  • Wheelchairs
  • Walkers
  • White Canes
  • Note taking devices
  • Portable magnifiers
  • Recording machines
  • Assistive listening devices
  • Personal oxygen tanks
  • Devices for grasping

To further ensure the accessibility of our goods and services, we will provide the following alternative service methods:

  • Delivery services
  • Assistance of a staff person to help navigate within the store premises
  • Documents in alternative formats

We will provide training to all employees required under the Customer Service Standard on how to safely and effectively execute all alternative service methods, and to support those using assistive devices.

In cases where the assistive device presents a safety concern or where accessibility may be an issue, other reasonable measures will be used to ensure the access of goods and services.  For example, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of a customer with an oxygen tank may involve ensuring that the customer is in a somewhat isolated location that would be considered safe for both the customer and business.

DEFINITIONS:

“Assistive Device” means a device used by a person with a disability to facilitate access and/or independence in everyday tasks. Such devices include mobility equipment (ex. Wheelchairs and walkers) as well as portable communication devices, hand wands, hearing aids and much more. Assistive devices help people with a variety of disabilities.

APPENDIX C – SERVICE ANIMALS

PROCEDURE:

  1. ACCESS TO PREMISES AND DEALING WITH SERVICE ANIMALS

All customers with a disability that is accompanied by a service animal will be permitted access to our premises, unless otherwise excluded by law. Service animals should not be separated from their owners. Employees should not pet or talk to the service animal, nor should they feed or offer treats to the service animal.

No service animal will be evicted or separated from its owner unless it demonstrates behaviour which poses a direct threat to the health and safety of other customers. Service animals should not be removed or excluded as a matter of preference. Customers with objections to the presence of a service animal should be consulted individually to find a compromise that does not affect access for the customer with the disability.

  1. ACCESS TO FOOD SERVICE AREAS

A customer with a disability that is accompanied by a service animal will be allowed access to food service or dining areas that are open to customers unless otherwise excluded by law. Service animals are not permitted in areas where food is prepared.

  1. EXCLUSION GUIDELINES

If a service animal is excluded by law, we will offer alternative methods to enable the person with a disability to access goods and services, whenever possible. For example, we may request that the service animal is secured at a safe location and offer the assistance of an employee.

  1. RECOGNIZING A 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, we may request verification from the customer. Acceptable verification includes:

  • 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.

If the animal does not appear to be a service animal and the customer is unable to provide documentation, then the customer will be notified that only service animals are permitted on the premises.

  1. CARE AND CONTROL OF THE SERVICE ANIMAL

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

  1. ALLERGIES

If a health and/or safety concern presents itself, for example in the form of a severe allergy to a service animal, then we will make all reasonable efforts to meet the needs of all individuals. This may include seating the customers at a distance from each other to minimize the allergy.

DEFINITIONS:

“Service Animal” means a service animal for a person with a disability if:

  • it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
  • the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

 

APPENDIX D – SUPPORT PERSONS

PROCEDURE:

If a customer with a disability is accompanied by a support person, then that support person will be allowed to enter the premises and be permitted access to goods and services in the same manner as any other customer.

Support persons will only be charged for what they order from the menu. No additional fee will be charged for a support person.

Employees should speak directly with the customer rather than their support person, and should refrain from having side conversations with the support person. Any written materials should be provided to both the customer and their support person.

There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations, every reasonable effort should be made to resolve the issue and allow the customer to be seated with their support person. 

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

DEFINITION:

“Support Person” means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services.

APPENDIX E – NOTICE OF SERVICE DISRUPTIONS

PROCEDURE:

In the event of any temporary disruptions to facilities or services that customer’s with disabilities rely on to access our premises, or to use our goods or services, reasonable efforts will be made to provide advance notice. However, service disruptions may occur due to reasons that may or may not be within our control or knowledge, and in such circumstances, advance notice may not be possible.

  1. METHOD OF NOTIFICATION

When disruptions occur, we will provide notice through one of the following methods:

 

  • posting notices in conspicuous places where customers can easily view them, including at the point of disruption, at the main entrance, and the nearest accessible entrance to the service disruption;
  • on our website;
  • verbally notifying customers when they make an enquiry in person or by phone; or
  • by any other method that may be reasonable under the circumstances.

 

  1. FORM OF NOTIFICATION

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; and
  • a description of alternative services or options, if available.

Below is a sample notice for posting:

Dear Guests,

Unfortunately, our accessible washroom is out of service due to [INSERT REASON].  It is expected that it will be repaired and fully operational by [INSERT DATE].  In the interim, we have made arrangements for our guests to use the accessible washroom at [INSERT LOCATION.  We apologize for any inconvenience.

Thank-you,
Management

  

APPENDIX F – TRAINING

PROCEDURE:

Training will be provided to:

  1. all employees who deal with customers on our behalf; and

 

  1. those who are involved in the development and approval of policies, practices and procedures related to the AODA Customer Service Standards.

As required by the AODA Customer Service Standards, training will cover the following:

  • Review of the purposes of the AODA and requirements of the Customer Service Standard;
  • Instruction on how to interact and communicate with people with disabilities;
  • Instruction on how to interact with people with disabilities who use assistive devices or require the assistance of a Service Animal or a Support Person;
  • Instruction on how to use equipment or devices available at the premise or that is provided otherwise, that may help people with disabilities access our goods and services, such as TTY telephones, elevators, or lifts;
  • Instruction on what to do if a person with a disability is having difficulty accessing our goods and services;
  • What to do in the event of service disruptions;
  • Identifying barriers that may exist for people with disabilities; and
  • Our policies, practices and procedures relating to the customer service standard.

 

New employees will be trained as soon as practicable, preferably within the first 4 weeks of employment. Revised training will be provided in the event of changes to legislation or our policy, procedures or practices related to the AODA Customer Service Standards.

We will keep a record of training that includes the names of employees who attended the training and the dates training was provided.