Harbourfront Centre is committed to serving all patrons, visitors and customers in a professional and service oriented manner.
Some visitors may require assistive devices to enjoy their experience at our centre. Harboufront Centre provides certain assistive devices and will accommodate, whenever possible, personal assistive devices brought by visitors with disabilities. Our centre provides a number of assistive devices:
- Automated entry doors to the York Quay Centre at the north east side entrance and at the south west entrance
- Infrared hearing devices for performances at the Fleck Theatre and at the Enwave Theatre
- Pen and paper available at the Information Desk, at our Box Office centres, at the Security Desk, at The Centre Shop and at The Power Plant front desk
Harboufront Centre recognizes that visitors with disabilities may bring personal assistive devices. These devices will be accommodated, unless they present a possible safety issue to people or to the art work.
A service animal may accompany a visitor or any third party with a disability to all areas that are open to the public and in all of our venues, unless the animal is otherwise excluded by law from the premises, in which case the reason for the exclusion will be explained. In these circumstances, other reasonable arrangements to access our services will be explored in consultation with the person with the disability and provided where possible. Service animals may be used for, but are not limited to, the following disabilities: vision loss, physical disability, hearing loss, autism, epilepsy, etc.
Service animals are most commonly dogs but can also include ferrets, monkeys and other animals. If it is not readily apparent that the animal is a service animal, staff may request proof of verification such as a letter from a physician or nurse confirming that the service animal is required because of a disability or an identification card from the Ministry of the Attorney General.
Harbourfront Centre anticipates that there will be special situations and is prepared to make every effort to accommodate the circumstances on an individual basis, as they may arise, keeping safety to the visitors, service animals and art work in mind. At times, due to capacity situations in public areas, visitors with disabilities accompanied by service animals may be advised that the crowded conditions may make it difficult to manoeuvre.
The owner is responsible for the conduct of the service animal while on Harboufront Centre premises. The owner is responsible for looking after the service animalís needs, including the clean up and disposal of feces. If the service animal is causing a disturbance to other visitors, the visitor and accompanying service animal may be required to leave the area.
A support person accompanying a visitor with disabilities will be allowed to stay with the visitor at all times and will be provided with complimentary admission to ticketed events or experiences.
A support person is an individual hired or chosen by a person with a disability to provide services or assistance with communication, mobility, personal care, medical needs or with access to goods or services. Harbourfront Centre recognizes and accepts the Access 2 Entertainment Card. The visitor with a disability pays regular admission to ticketed events; no fee will be charged for the support person.
Complimentary admission for one support person is the standard. Requests for additional support people will be addressed by our Box Office staff or with our registrars on a case by case basis.
Alternate means of communication
A visitor with a disability may need to use an alternate means of communication to ask for and understand information provided by Harbourfront Centre. Harbourfront Centre uses a variety of ways, wherever possible, to make communications more accessible by:
- Using plain language to make a document easier to read for people with certain learning disabilities
- Handwriting or typing information back and forth for patrons with hearing impairments
- Reading schedules for our visually impaired patrons
- Providing commonly used information in printed format, on the web and on our telephone information line
- Informing patrons who are accessing information on our website and who may be experiencing some difficulties reading the information in its current size to use Control + or Command + to make the information appear in a larger version
Other alternate means of communication formats will be identified and considered in future planning.
Temporary Disruption of Service
Visitors with disabilities will be made aware of temporary disruptions of service that could diminish their access to Harbourfront Centre. When a temporary disruption to service is scheduled, a public notice will be communicated through one or several of the following networks, as appropriate:
- Via this website
- Telephone recordings
- Temporary signage
- Intranet for staff and volunteers
In the event of an unexpected disruption, when advance notice is not possible, Harbourfront Centre provides notice, as soon as possible, through one or several of the above communications networks, as appropriate.
Harbourfront Centre provides a variety of vehicles for the public to provide feedback on its programs and services. These feedback vehicles are available for the public to comment on Harbourfront Centreís customer service for visitors with disabilities.
- In person feedback to any of our front line staff during an event, performance, visit or experience or by requesting to speak to our Visitor Services Coordinator
- By e-mailing email@example.com
- By telephone at 416-973-4679
- By completing a Visitor Feedback form and dropping it off in its appropriate box in the York Quay Centre
- By mail to Harbourfront Centre, 235 Queens Quay West, Toronto, Ontario Canada
M5J 2G8, Attention: Visitor Services
AODA Customer Service Standard training for staff and volunteers
Harbourfront Centre ensures that staff in the organization who deal with members of the public, other third parties who act on our behalf and those involved in the development and approval of customer service polices and procedures, complete training on the AODA Customer Service Standard and appropriate methods to serve visitors with disabilities.
A record will be kept of the dates of training sessions delivered and the names of individuals having completed the training.
Learning outcomes from the training include:
- Awareness of the AODA legislation, the Customer Service Standard
- Awareness of the importance of access for visitors with disabilities and the four principles of dignity, independence, integration and equal opportunity
- An understanding of the impact of the legislation/standard on Harbourfront Centre and on the individualís role
- Increased confidence by the staff and volunteers when welcoming and hosting visitors with disabilities and their empowerment to respond to individual needs