AODA Customer Service Policy
Tennis Canada, Aviva Centre
This Policy has been prepared to meet the compliance requirements of the AODA (Accessibility For Ontarians Disabilities Act) Customer Service Standard and to articulate what people may expect from Tennis Canada in regard to this standard. Tennis Canada’s Policy is intended to benefit the full range of persons with disabilities, as defined in the Ontario Human Rights Code. This Policy will be posted (1) on the Rogers Cup website rogerscup.com ; and (2) included in the Volunteer Handbook.
Tennis Canada strives at all times to provide goods and services in a way that respects the dignity and independence of persons with disabilities. In accordance with the AODA, the organization is committed to ensuring that, persons with disabilities receive accessible goods and services of the same quality that others receive. Tennis Canada will make best efforts to ensure that all our policies, procedures and practices are consistent with the core principles of independence, dignity, integration and equality.
PURPOSE OF AODA AND REQUIREMENTS OF STANDARD
Accessibility in Ontario must become widespread and commonplace, so that people with disabilities can count on it, on a daily basis.
- Accessibility for Ontarians with Disabilities Act (AODA) became law in 2005
- The Accessibility Directorate of Ontario (ADO) is responsible for supporting and monitoring compliance
- As each Accessibility Standard is developed, compliance is province-wide and mandatory
- Customer Service Standard was the first to become law
- The Integrated Accessibility Standards, which combine information ‘ communication, employment and transportation, became law July 1, 2011
PROVIDING GOODS ‘ SERVICES TO PEOPLE WITH DISABILITIES
1. ACCESSIBLE SEATING
i. Tennis Canada is committed to providing an exceptional experience for all fans and is pleased to offer accessible seating throughout the stadium. Accessible seating is available in Level 100 and there are two elevators to access the stadium. Tickets can be purchased by calling our ticketing hotline. Accessible parking is conveniently located close to the site and is available on a first-come first-serve basis with a valid, government issued, handicap parking pass. Seats may be purchased as a single or in pairs to accommodate the fan and a support person.
2. USE OF ASSISTIVE DEVICES
i. An assistive device is classified as any piece of equipment a person with a disability uses to help them with daily living. Examples include: a wheelchair, screen reader, listening device or cane.Tennis Canada is committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from its goods and services.
ii. Tennis Canada will ensure that staff and volunteers know how to use and assist with assistive devices and inform individuals wishing to access Tennis Canada goods and services of the assistive devices that are available.
iii. During the Rogers Cup, Tennis Canada welcomes fans with disabilities and allows them use their own personal assistive devices. A wheelchair escort service to assist the fan in getting to their seat, will be provided if requested. We will keep our assistive devices in good working order and will inform our fans of their availability or any disruption of service. Please note that we do not do not have wheelchairs that fans may keep for the duration of the event. Note on Oxygen Tanks: Fans requiring the use of an oxygen tank may bring it with them into the stadium, however, we ask that they notify our Guest Services team so that we can ensure they have the best accommodating seat location.
3. USE OF SERVICE ANIMALS AND SUPPORT PERSONS
i. Persons with disabilities may bring their service animal on the parts of Tennis Canada grounds that are open to the public or other third parties. Service animals are also permitted in the Tennis Canada office area. Tennis Canada will ensure that all employees, volunteers and third parties dealing with the public are trained in how to interact with persons with disabilities who are accompanied by a service animal.
ii. A service animal may not be permitted to enter an area of the premises consistent with other laws, such as areas that deal with preparation of food. In these instances, managers will suggest appropriate alternatives and provide assistance.
iii. Any person with a disability who is accompanied by a support person will be allowed to enter Tennis Canada premises open to the public or other third parties with his or her 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 the premises.
iv. During the Rogers Cup, to ensure the safety of our fans and their service animals, we require that they be seated in an accessible seating section.
v. During the Rogers Cup, Tennis Canada will charge an admission fee for support persons accompanying a person with a disability, however these tickets will have a 25% discount off the regular seat price. Notice will be given ahead of time that support persons will be charged a discounted admission.
vi. When support persons are required (e.g., sign language interpreters, attendants) for meetings or events, Tennis Canada will work to facilitate payment arrangements for support persons.
i. Tennis Canada will communicate with persons with disabilities in ways that take into account their disability. This means employees and volunteers will communicate in a means that enables persons with disabilities to communicate effectively for purposes of using, receiving and requesting goods, services and facilities.
ii. Tennis Canada will train staff and volunteers who provide direct service to individuals wishing to access Tennis Canada goods and services on how to interact and communicate with persons with various types of disabilities.
5. FEEDBACK PROCESS
The ultimate goal of this Policy is to meet customer service expectations while responding to the requests of individuals with disabilities. Comments on how well Tennis Canada is meeting those expectations are welcome and appreciated.
Feedback about this Policy or its implementation can be submitted:
- online by emailing to firstname.lastname@example.org
- in person during an event at any of our Guest Services booth locations
- by mail to Attn:
1 Shoreham Drive, Suite 100
Toronto, ON M3N 3A6
Privacy will be respected and all feedback will be reviewed for possible action that can be taken to improve Tennis Canada services. Feedback received will be redirected to an appropriate contact person in the relevant unit of the organization, as appropriate. Where possible, complaints will be addressed immediately. However, some complaints may require more effort to address, and must be reviewed for action, possibly involving a number of elements within the organization.
NOTICE OF TEMPORARY DISRUPTIONS
Tennis Canada will provide individuals wishing to access its goods and services with notice in the event of a planned or unexpected disruption in the facilities or services (eg. Elevator, accessible seating, accessible stalls, wheelchairs) used by persons with disabilities. This notice will include information about the reason for the disruption, how long the disruption is expected to last, and a description of any alternative facilities or services available (where applicable). The notice will be placed at Guest Services counters located around the site and when applicable, near the disrupted facility or service. When possible, disruptions that are known in advance will be posted online. This notice can be made available in hard copy, large print and email if required.
Tennis Canada will provide training about the provision to applicable staff members and all volunteers who deal with Rogers Cup spectators, as well as those who are involved in the development of corporate policies, practices and procedures. Volunteer training will be done as part of our annual Volunteer Orientation. Ongoing training will be provided with respect to any staff changes or changes to Tennis Canada’s policies, practices and procedures.
Training will cover the following:
- The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
- How to interact and communicate with fans with various types of disabilities.
- How to interact with fans with disabilities that use an assistive device or require the assistance of a service animal or support person.
- The location of our assistive devices and the persons who know how to use them.
- What to do if a fan with a disability is having difficulty accessing our goods or services.
- Tennis Canada’s policies, practices and procedures relating to the customer service standard.