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Accessible Customer Service Policy & Plan
INTENT
This policy is intended to meet or exceed the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services in restaurant locations operated by Keg Restaurants Ltd. and its franchisees and contract operators (collectively, “The Keg”). Notwithstanding that this policy responds to Ontario laws, it is intended to apply throughout Canada.
The Keg shall follow the principles of dignity, independence, integration and equality of opportunity in the course of operation of The Keg restaurant locations (“Locations”).
All websites operated by The Keg shall follow Web Content Accessibility Guidelines (WCAG) 2.0.
Any accessibility signage at a Location shall be reproduced on the website operated by or for that Location. The term “accessibility signage” at a Location means the following information that is publicly available at that Location:
What accessible structural features are available, and where they are located (e.g., ramps, elevators)
Hours of operation and the times, if any, during the day that certain meals are served (e.g., lunch)
Any reviews or ratings that are displayed
Menus, and whether menus are available in other accessible formats (e.g., braille, large print, formatted for mobile devices or computers)
Servers at Locations must be sensitive to the accessibility needs of visitors and will inform them, when they become aware, of accessible features and of availability of appropriately formatted menus
SCOPE
This policy applies to all Locations. It also applies to:
employees, agents, volunteers and others in the course of acting on behalf of The Keg at Locations and elsewhere
all persons who participate in the development of The Keg policies, practices and procedures governing the operation of Locations and the provision of goods and services to members of the public or third parties
The section of this policy that addresses the use of guide dogs, service animals and service dogs applies to all Locations in Ontario.
DEFINITIONS
Assistive Device – is a technical aid, communication device, text-to-voice screen reader or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker, cane, crutches or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.
Customer – means any member of the public or any third party with whom The Keg does business or interacts.
Disability – means:
any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
a condition of mental impairment or a developmental disability;
a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
a mental disorder; or
an injury or disability for which benefits were claimed or received under the insurance plan established under any provincial workplace safety and insurance legislation.
Guide Dog – is a highly-trained working dog that has been trained at a licensed and regulated facility to provide mobility, safety and increased independence for people who are blind.
Service Animal – an animal is 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
if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
Service Dog – a dog, other than a guide dog for the blind, is a service dog if:
it is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability; or
if the person provides a letter from a physician or nurse confirming that the person requires the dog as a service dog.
Support Person – a 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, medical needs or access to goods and services.
GENERAL PRINCIPLES
A. THE PROVISION OF GOODS AND SERVICES TO PERSONS WITH DISABILITIES
The Keg will afford customers at all Locations dignity, independence, integration and equal opportunity by:
ensuring that they receive the same value and quality as others;
allowing customers with disabilities to do things in their own ways 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 in a similar manner;
taking into account individual needs when providing goods and services; and
communicating in a manner that takes into account the customer’s disability.
B. ASSISTIVE DEVICES
Customer’s own assistive device(s):
Persons with disabilities may use their own assistive devices as required when accessing 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 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 the customer is in a location that would be considered safe for both the customer and business. Where elevators are not present and where a customer requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the customer.
C. 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.
Food Service Areas: A customer with a disability that is accompanied by guide dog or service dog 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 clearly excluded by law, The Keg 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).
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, staff of The Keg may politely 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
an Access 2 Card
a valid disability identification card issued by a Canadian municipal, provincial or federal government authority
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 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.
D. SUPPORT PERSONS
If a customer with a disability 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 where 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 in a reasonable manner.
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 or safety of the person with a disability or the health or safety of others at the Location.
If an amount is payable by a person for admission to a Location or in connection with a person’s presence at the Location, The Keg will ensure that notice is given in advance about the amount, if any, payable in respect of the support person.
E. CONFIDENTIAL INFORMATION
In situations where confidential or personal information might be discussed or disclosed in connection with a person with a disability or such person’s support person, consent will be obtained prior to any conversation where confidential information might be discussed or personal information disclosed.
F. 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 disruptions 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 at 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
the anticipated duration of the disruption
a description of alternative services or options (e.g., another nearby Location)
Notifications 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
contacting customers with reservations
verbally notifying customers when they are making a reservation
by any other method that may be reasonable under the circumstances
G. FEEDBACK PROCESS
The Keg will 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 using The Keg Website “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 (hand written, delivered, Website or email).
Customers can also submit feedback to:
Director of Human Resources
560 King Street West, Second Floor, Toronto, ON, M5V 0L5
Customer feedback may be provided in person, by telephone at the number above, in writing, or by delivering an electronic text by email or on magnetic diskette or in any other reasonable form that can be understood by The Keg.
Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
H. TRAINING
Training will be provided to:
employees and agents in the course of acting on behalf of The Keg at Locations and elsewhere
all persons who participate in the development of The Keg policies, practices and procedures governing the operation of Locations and the provision of goods and services to members of the public or third parties
Training will cover the following:
In Ontario:
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
Outside Ontario, a review of any legislation similar to the Ontario legislation
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
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 services
The Keg’s policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities
Training Schedule: The Keg will provide training as soon as practicable following hiring. Ongoing training will be provided in the event of changes to 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.
I. 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 takes into account 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 on magnetic diskette or in any other reasonable form that can be understood by The Keg.
Administration: If you have any questions or concerns about this policy or its related procedures, please contact:
Human Resources
560 King Street West, Second Floor, Toronto, ON, M5V 0L5
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 June 30, 2022.