Accessibility Policy


Keg Restaurants Ltd. is committed to providing a barrier-free environment for all stakeholders, including clients, employees, job applicants, suppliers, and any visitors who enter the premises, work for the company, access information provided by the company, or use the company’s goods and services in restaurant locations operated by Keg Restaurants Ltd. and its franchisees and contract operators (collectively, “The Keg”).

The Keg works to identify and remove barriers and prevent new barriers for persons with disabilities as they relate to employment, receipt of goods and services, the built environment, and information and communications. The Keg shall follow the principles of dignity and inclusion, independence, integration, and equality of opportunity during operations of The Keg (“Locations”). This policy outlines the company’s strategy for identifying, removing, and preventing these barriers.

This policy is intended to meet or exceed the requirements of Accessibility Standards Ontario Regulation 191/11 for the Employment Standards set forth under the Accessibility for Ontarians with Disabilities Act, 2005.

All websites operated by The Keg shall follow Web Content Accessibility Guidelines (WCAG) 2.0.


Assistive device: Any medical device, mobility aid, communication aid, or other aid that is specially designed to assist a person with a disability with a need related to their disability.

Accessible formats: Include but are not limited to large print, recorded audio and electronic formats, braille, and other formats usable by persons with disabilities.

Communication supports Captioning, alternative and augmentative communication supports, plain language, sign language, and other supports that facilitate effective communication.

Disability: Any impairment, including a physical, mental, intellectual, cognitive, learning, communication, and sensory impairment, or functional limitation that is either permanent, temporary, or episodic in nature. It can be evident or not in interaction with a barrier to hinder a person’s full and equal participation in society.

Mobility aid: Any manual or electric wheelchair, scooter, boarding chair, walker, cane, crutch, prosthesis, or other aid that is specially designed to assist a person with a disability with a need related to mobility.

Service animal: An animal that can be recognized by visual indicators such as a vest or harness that is being used by an individual with a disability for reasons relating to the person’s disability.

Service Dog: A dog, other than a guide dog for the blind, is a service dog if: It is readily to an average person that the dog functions as support.

Support person: Another person who accompanies an individual with a disability in order to help with communication, mobility, personal care, medical needs, or access to goods and services.



The Keg makes every effort to identify, remove, and prevent barriers to employment by developing inclusive procedures that support and accommodate persons with disabilities throughout their recruitment and employment. Whenever a candidate requires accommodation to enable them to fully participate in the recruitment and selection process, or a current employee requires accommodation in the workplace, the company works with the individual to provide such accommodation up to the point of undue hardship.

Recruitment and Hiring

The Keg completes recruitment and selection activities in a way that ensures dignity and inclusion for all who participate. Upon request, the company provides candidates with reasonable accommodations during the interview and selection process. The company consults with the candidate to arrange suitable, personalized accommodations, such as providing the application in an alternate or accessible format.

The Keg will not discriminate against candidates who have a disability or require accommodation, whether it is required during the interview process or would be required if the candidate were hired. Successful candidates are made aware of policies and supports for accommodations upon completion of the recruitment process.

Training and Development

The Keg recognizes that skills development and career planning can enrich the employment experience, increase engagement, and reduce turnovers for all employees. To this end, all employees are treated equally regarding training opportunities, and the company does not discriminate against employees who require accommodation when considering eligibility for training and development.

Training programs are designed with flexibility to allow customization for the individual requirements of the employee, such as providing training materials in accessible or conversion-ready formats that take into account the needs of the employee. The Keg considers employee barriers when implementing performance management processes, or when offering career development, employment support, or advancement opportunities.

Emergency Response

If necessary or upon request, The Keg creates individualized workplace emergency response plans for employees with disabilities. The emergency response plan considers the unique challenges created by the individual’s disability and the physical nature of the workplace and is created in consultation with the employee. If an employee with a disability requires assistance from a support person during an emergency, the company designates a fellow mutually agreed upon employee to act as such. Where necessary, this employee will have the required first aid training and certification necessary to provide emergency support.

Customized emergency response plans are reviewed when:

  • The employee moves to a different physical location in the organization.
  • The employee’s overall accommodation needs or plans are reviewed; and
  • The company reviews general emergency response policies.

Return to Work

The Keg provides a supportive return-to-work program and develops and implements return-to-work processes for employees who are absent from work due to a disability and require accommodations to return to work. The company works with the employee to develop an individualized return-to-work plan and support the employee in the transition period by identifying and eliminating or reducing any barriers. The return-to-work process outlines the steps the company will take to facilitate the employee’s return to work and any individualized accommodation needs.


Training will be provided to:

  • employee and agents during The Keg locations and elsewhere
  • persons who participate in the development of The Keg policies, practices, and procedures governing the operation of Locations and elsewhere

Training will cover the following;

  • Purpose of the Accessibility for Ontarians with Disabilities Act, 2025, and the requirements of Customer Service Standards outside of Ontario,
  • A review of legislation similar to the Ontario legislation.
  • The Keg’s policies, procedures, and practices on providing accessible customer service to customers with disabilities
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or support person
  • 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 services

Training Schedule

The Keg will provide training as soon as practical following hiring. Ongoing training will be provided in the event of changing legislation, procedures, and/or practices or where it is apparent that renewed training is required

Record of Training

The Keg will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

Assisted Devices

Customer’s own assisted device(s):

Persons with disabilities may use their own assistive devices as required when accessing the goods or services at Locations.

In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure access to goods and services. For example, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of a customer an oxygen tank may involve ensuring the customer is in a location that would be considered safe for both the customer and the business. Where elevators are not present and where a customer requires assistive mobility devices, service will be provided in a location that meets the needs of the customers.

Customer Service

Access to Goods and Services

The Keg seeks to provide barrier-free access to the company’s goods and services for all customers. Where barriers cannot be removed, alternate means for accessing goods or services are provided to the best of the company’s ability. The Keg will afford customers at all locations dignity, independence, integration, and equal opportunity by:

  • Ensuring they receive the same value and quality as others.
  • Allowing customers with disabilities to do things in their way and at their own pace when accessing goods and services without presenting a safety risk.

Using alternative methods, when possible, to ensure that customers with disabilities have access to the same services, in the same place and a similar manner; considering individual needs when providing goods and services; and communicating in a manner that takes into account the customer's disability.

Guide Dogs, Service Animals, and Service Dogs

We welcome people with disabilities and their service animals. A customer with a disability that is accompanied by a 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.

Food Service Areas

A customer with a disability will be allowed access to food service areas that are open to the public unless otherwise excluded by law.

Exclusion Guidelines

If a guide dog, service animal, or service dog is excluded by law, The Keg will explain why the animal is excluded and 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)

If a customer with a disability is accompanied by a support person, Keg Restaurants Ltd. ensures that both persons may enter the premises together and that the customer is not prevented from having access to the support person. A customer with a disability accompanied by a service animal may access premises that are open to the public unless otherwise excluded by law.

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

A Service Animal can be easily identified through visual indicators, such as when it wears a harness or vest, or when it helps the person perform tasks. When we cannot easily identify that an animal is a service animal, our staff may ask for documentation (template, letter, or form) from a regulated health professional that confirms the person needs the service animal for reasons related to their disability. A regulated health professional is defined as a member of one of the following colleges: (Audiologist and Speech-Language Pathologist, Chiropractor, Nurses, Occupational Therapists, Optometrist, Physicians and Surgeons, Physiotherapists, Psychologists, Registered Psychotherapists, and Registered Mental Health Therapists)

Care and Control of the Animal

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


If a health and safety concern presents itself (for example in the form of a severe allergy to an animal) The Keg will make reasonable efforts to meet the needs of all impacted persons. When possible, the second customer to arrive at the Location will be the person who is moved for the benefit of all impacted persons.

Support Persons

If a customer with disabilities is accompanied by a support person, The Keg 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 when seating and availability prevent the customer and support person from sitting beside each other. In these situations, The Keg will attempt to resolve the issue reasonably.

The Keg may require a person with an apparent disability to be accompanied by a support person when in a Location, but only if a support person is necessary to protect the health and safety of the person with a disability or the health and safety of others at the Location.

The Keg waives admission fees to support persons, or when not possible, ensures the customer is notified of admission costs in advance. The company attempts to accommodate the customer and support person to sit with one another.

Confidential Information

In situations that might be discussed or disclosed in connection with a person with disabilities or such person’s support person, consent will be obtained before any conversation where confident information might be discussed or personal information disclosed.


Keg Restaurants Ltd. understands the importance of accessible digital and non-digital forms of communication and does its best to provide accessible types of communication and information to all individuals with disabilities. Such accessible formats and communication supports are provided upon request, promptly, and at no additional cost.

Notice of Disruptions in Service

Service disruptions (e.g., elevator outages, non-functioning washrooms, automatic door failures) may occur due to reasons that may or may not be within the control or knowledge of The Keg. In the event of any temporary disruption to facilities or services that customers with disabilities rely on to access Locations or goods and services at Locations, reasonable efforts will be made to provide advance notice at the Location and the Location’s website. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

If a notification needs to be posted at the Location and the Location’s website, the following information will be included, to the extent known:

  • a description of the goods or services that are disrupted or unavailable
  • the reason for the disruption
  • a description of the goods or services that are disrupted or unavailable
  • the reason for the disruption
  • the anticipation duration of the disruption
  • a description of alternative services or options (e.g., another nearby Location)

Notification Options: When disruptions occur, The Keg 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 on Location Website
  • contact customers with reservations
  • verbally notify customers when they are making a reservation by any other method that may be reasonable under the circumstances

Emergency Notifications

The Keg provides emergency and public safety information, plans, procedures, maps and warning signs at evacuation points, and any other emergency alert information in accessible formats or with appropriate communication supports, upon request. Alarm systems are both auditory and visual.

The company will:

  • Work with any individuals requesting information to best meet their needs.
  • Ensure emergency information can be seen, read, and heard by anyone, including people with disabilities; andIf a person with a disability requires assistance in an emergency, make sure an employee is available to assist.

Feedback Process

The Keg will provide customers with the opportunity to provide feedback on the services 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 to all customers and notice of the process will be made available by using The Keg Website's “contact us” page and selecting the radial for accessibility feedback. Feedback can be given to any Manager (when possible, the General Manager) verbally (in person or by telephone) or written (Handwritten, delivered, via Website, or email).

Customers can also submit feedback to:

Director of Human Resources

(416) 695-2400

560 King Street West, Second Floor, Toronto, ON, M5V0L5

Customer feedback may be provided in person, by telephone at the number above, in writing, or by delivering an electronic text by email or in any other reasonable form that can be understood by The Keg.

Customers who provide formal feedback will receive acknowledgment of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

Notice of Availability and Format of Documents

Documents related to the Accessibility Standard for Customer Service are available upon request and in a format that considers the customer's disability. Customers may email through the Website for a copy of The Keg’s accessibility plan or may ask for the plan in person, by telephone at the number below, in writing, or by delivering an electronic text by email or in any other reasonable form that can be understood by The Keg. Link to multiyear plan, to be updated every 5 years.


If you have any questions or concerns about this policy or its related procedures, please contact:

Human Resources

(416) 695-2400

560 King Street West, Second Floor, Toronto, ON, M5V0L5

This policy and its related procedures will be reviewed and modified as required in the event of legislative changes. The last date of revision of this policy was December 11, 2023.