"Our guests deserve
the best "

Accessibility Policies and Plans

At Service Inspired Restaurants (SIR), service is our foundation.  Our goal is to be the first choice of our Guests, and our passion is taking care of them.  By living and breathing our Values and Promises company-wide, we are able to offer an exceptional level of quality and attention to service, and we will strive to make every reasonable effort to uphold the principles of guest accessibility. Our passion for best-in-class service is reflected in our vision to bring people together, build lasting relationships and set the industry standard.  We believe that the true value of service is measured by the extent to which we are able to make it accessible to all.
Service Inspired Restaurants is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity, and are committed to meeting the needs of people with disabilities in a timely manner. We will do this by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act, S.O. 2005.

Intent

This policy is intended to meet the requirements of the Accessibility Standards for Customer Service, Regulation 429/07 and the Integrated Accessibility Standard Regulation 191/11 (IASR) under the Accessibility for Ontarians with Disabilities Act, S.O. 2005 and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.

All goods and services provided and actions taken by Service Inspired Restaurants will follow the principles of dignity, independence, integration and equal opportunity.

Scope

  • This policy applies to the provision of goods and services at all premises owned and operated by Service Inspired Restaurants, and when the provision of goods or services occurs off the premises of Service Inspired Restaurants such as in: deliveries, catering events, and third party marketing agencies.
  • This policy applies to all employees, volunteers and/or third parties that act on behalf of Service Inspired Restaurants who deal with the public. 
  • The section of this policy that addresses the use of guide dogs and service dogs only applies to the provision of goods and services that take place at premises owned and/or operated by Service Inspired Restaurants.

Definitions

Service Inspired Restaurants (SIR) includes but not limited to, Jack Astor’s, Canyon Creek, Alice Fazooli’s, Scaddabush and all Signature Restaurants.

Assistive Device – is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that guests bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Accessible Forms – May include but are not limited to, large print, braille, recorded audio, electronic formats and other formats used by persons with disabilities.

Accommodation – the special arrangement made or assistance provided so that a person with disabilities can participate in experiences available to all persons. Accommodation will vary according to needs.

Communication Supports - may include but are not limited to, captioning, plain language, sign language, and other supports that facilitate effective communications.

Disability – the term disability as defined by the Accessibility for Ontarians with Disabilities Act, S.O. 2005, and the Ontario Human Rights Code R.S.O. 1990 refers to:

  • 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.
  • An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, S.O. 1997.

Guide Dog – is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act R.R.O. 1990, to provide mobility, safety and increased independence for people who are blind.

IAP – means individualized accommodation plan

Service Dog – as reflected in Health Protection and Promotion Act R.R.O. 1990, Regulation 562 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.
  • The person who requires the dog can provide, on request, appropriate documentation confirming that the person requires a service dog.

Support Person – as reflected in Regulation 429/07, 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

In accordance with the Accessibility Standards for Customer Service, Regulation 429/07, this policy addresses the following:

  1. The Provision of Goods and Services to Persons with Disabilities
  2. The Use of Assistive Devices
  3. The Use of Guide Dogs and Service Dogs
  4. The Use of Support Persons
  5. Notice of Service Disruptions
  6. Guest Feedback
  7. Training
  8. Notice of Availability and Format of Required Documents

The Provision of Goods and Services to Persons with Disabilities

Service Inspired Restaurants will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

  • Ensuring that all Guests receive the same value and quality.
  • Allowing guests with disabilities to do things in their own way and, at their own pace when accessing goods and services as long as this does not present a safety risk.
  • Using alternative methods when possible to ensure that Guests 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.
  • Communicating in a manner that takes into account the Guest's disability.

Assistive Devices

Guest’s own assistive device(s):
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Service Inspired Restaurants.

In cases where the assistive device presents a safety concern, or where accessibility might be an issue, Service Inspired Restaurants will make every reasonable effort to accommodate the guest by use of other measures to ensure the accessibility of goods and services.

Assistive devices provided by Service Inspired Restaurants:
The following assistive devices are available, on a first come first serve basis and upon request, to assist Guests in accessing our goods and services:

  • Large print menus.
  • Mobile stair lifts (available only at certain locations).

Guide Dogs and Service Dogs
A guest with a disability that is accompanied by a guide dog or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law.
Other types of service animals are not permitted into the restaurant under the Health Protection and Promotion Act, Ontario R.R.O. 1990.

Exclusion Guidelines
If a guide dog, service animal or service dog is excluded by law, Service Inspired Restaurants will offer alternative methods to enable the person with a disability to access goods and services, whenever reasonably possible.

Recognizing a Guide Dog and/or Service Dog:

If it is not readily apparent that the dog is being used by the guest for reasons relating to his or her disability, Service Inspired Restaurants may request verification from the guest.
Verification may include:

  • A letter from a physician or nurse confirming that the guest requires the animal for reasons related to the disability
  • A valid identification card signed by the Attorney General of Ontario; or.
  • A certificate of training from a recognized guide dog or service animal training school.

Care and Control of the Animal:

A guest that is accompanied by a guide dog or service dog is responsible for maintaining care and control of the animal at all times.

Allergies:
If a health and safety concern presents itself, for example in the form of a severe allergy to the animal, Service Inspired Restaurants will make all reasonable efforts to accommodate the needs of all individuals.

Support Persons
Service Inspired Restaurants will allow all persons with a disability to be accompanied by their support persons in all areas that are open to the public. Service Inspired Restaurants may request the attendance of a support person where there is potential risk to the health and safety of the person with the disability. In situations where confidential information might be discussed, consent will be obtained from the guest regarding the inclusion of the support person in the discussion.     

Notice of Disruptions in Service

Service disruptions may occur from time to time due to reasons that may or may not be within the control of Service Inspired Restaurants. In the event of any temporary or permanent disruptions to a facility or service, Service Inspired Restaurants will make every reasonable effort to provide advanced notice.  In the event of an unplanned disruption, advanced notice may not be possible.

All notifications will include the following information unless it is not readily available or known:

  • What goods or services are disrupted or unavailable?
  • Anticipated duration of the disruption.
  • A description of alternative services or options.

Notification Options:

When disruptions occur, Service Inspired Restaurants may provide notice by:

  • Posting notices in conspicuous places including: at the point of disruption, at the main entrance and at the nearest accessible entrance to the service disruption.
  • By way of social media, including the use of Facebook and/or Twitter.
  • Updating the restaurants’ telephone message(s) to include notice of the disruption in service for those calling after hours.
  • Contacting Guests that have made reservations, where feasible.
  • Verbally notifying guests when making a reservation.
  • By any other method that may be reasonable under the circumstances.

Feedback Process
Service Inspired Restaurants shall provide Guests with a disability the opportunity to give feedback on the accessibility of goods and services received on their visit.  Information about the feedback process will be readily available to all guests and notice of the process will be made available by way of this policy. 

Guest Feedback can be given by

  • Feedback form that can be provided by the restaurant on site.
  • Provided electronically through our websites.
  • Verbally on site or by phone to the General Manager of the restaurant.
  • By contacting Service Inspired Restaurants.
  • By email or mail to the restaurant or the Support Centre at the contact information.

Service Inspired Restaurants
5360 South Service Rd., Suite 200
Burlington, ON
L7L5L1
905-681-2997
info@sircorp.com

Guests that provide formal feedback will receive acknowledgement of their feedback, along with information about any resulting actions that were taken based on the concerns or complaints that were submitted.

In accordance with the IASR, SIR will provide or arrange accessible formats and communication supports for persons with disabilities.

Training

Training will be provided to all employees, volunteers and/or third parties that act on behalf of Service Inspired Restaurants and who deal with the public.
Training will be provided in a format that is best suited to the Managers and Team Members. Each Restaurant will maintain a record of the dates the training is provided along with the number of individuals to whom it was provided.

Training Provisions:

As reflected in the above Accessibility Regulations regardless of the format, training will cover the following:

  • A review of the purpose of the Act S.O. 2005.
  • A review of the requirements of the Accessibility Standards for Customer Service, Regulation 429/07.
  • 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 or service dog; or
    • Require the use of a 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 our services.
  • Service Inspired Restaurants' policies, procedures and practices pertaining to providing accessible customer service to guests with disabilities.
  • Respectful conduct.
  • Prohibited grounds.
  • Emergency Response Plans.

Training Schedule:

Service Inspired Restaurants will provide the training tools and methods to each restaurant, enabling all Team Members to be trained within a reasonable time period. Training will be provided to new Team Members, and third parties who act on our behalf and deal with the public as part of the orientation process.

Record of Training:

Service Inspired Restaurants will keep a record of training that includes:

  • Team Member name and number.
  • The format in which training was provided.
  • The date(s) training was provided and completed by the Team Member.
  • Team Member sign-off.

Compliance Date: Jan. 2012
Completion date: completed

Notice of Availability and Format of Documents
Service Inspired Restaurants shall provide guests with the documents related to Accessibility Standards upon request, and in a format that takes into account the guest's disability.
This section covers the general requirements of the Integrated Accessibility Standards Regulations (IASR)

Multi-Year Accessibility Plan

The multi-Year accessibility Plan outlines a phased in strategy to prevent and remove barriers and address the current and future requirements of Accessibility for Ontarians with Disability Act, 2005 (AODA) Service Inspired Restaurants
(SIR) will report on the progress and implementation of this plan and will provide it in alternate formats upon request. This plan will be reviewed and undated at least every five years.

Training

Training will be provided to all Team Members, volunteers and/or third parties that act on behalf of Service Inspired Restaurants and those who develop organizational policies on the requirements of the Accessibility Standards referred to in the regulation and in the Human Rights Codes as it pertains to persons with disabilities.

In accordance with IASR, Service Inspired Restaurants will take the following steps to ensure that the above people are trained appropriately

  • Determine training requirements under IASR and the Ontario Human Rights code as it pertains to persons with disabilities.
  • Ensure that training is provided to all Team Members, volunteers, co-op students and people of the organization that develop organizational policies
  • Utilize the Support Centre’s training resources to determine appropriate training methods and delivery to all of our restaurants.
  • Ensure that all third party contractors who provide any goods and services on our behalf receive appropriate training.
  • Ensure that training is provided as soon as practical.
  • Maintain a record of training dates and the number of individuals who are trained.
  • Ensure that training is provided on any related policy changes.

Compliance date:  Jan.2015
Completion Date: in progress

Information and Communication Standards

Service Inspired Restaurants will continue to develop methods that will enable us to create, provide and receive information and communication in ways that are accessible to people with disabilities.
If we cannot accommodate a person with disabilities by using technology to convert information and communication, we will provide an explanation when requested as to why it is not convertible.

Service Inspired Restaurants is committed to meeting the communication needs of Guests and Team Members with disabilities. We will make every effort to consult with our Guests and Team Members with disabilities to determine communication and information needs.

We are committed to developing a Continuous Improvement Plan that will reduce barriers for people with disabilities.

Emergency Response

All of Service Inspired Restaurants have an Emergency Response Policy and procedures in place that reflect the policy. When requested we will provide accommodation and information as requested in a method that takes a person’s disability into consideration by using appropriate communication supports. In the case of an immediate emergency, all employees have been trained in safe evacuation procedures that are available to the public when requested.

Service Inspired Restaurants will review the Emergency Response Plan annually and if at such time the plan needs to be revised, We will adjust communication to make it available if requested in a format that would accommodate a person with disabilities. If there are substantial renovations or new builds SIR will assess the building in order to revise the Emergency Response Plan and will follow regulations under the current Building Code. All restaurants have a copy of a workplace specific Fire Plan onsite with a copy retained at the Supports Centre all Fire Plans are in compliance with the Ontario Fire Code.

Compliance Date – Dec. 2012
Completion – Jan. 2013

Feedback Process
Service Inspired Restaurants shall provide guests with a disability the opportunity to give feedback on the accessibility of goods and services received on their visit.  Information about the feedback process will be readily available to all guests and notice of the process will be made available by way of this policy. 

Guest Feedback can be provide by:

  • Feedback form that can be provided by the restaurant on site.
  • Provided electronically through our websites.
  • Verbally on site or by phone to the general Manager of the restaurant.
  • By contacting Service Inspired Restaurants.
  • By email or mail to the restaurant or the Support Center at the following contact information.

 
Service Inspired Restaurants
5360 South Service Rd., Suite 200
Burlington, ON
L7L5L1
905-681-2997

Guests that provide formal feedback will receive acknowledgement of their feedback, along with information about any resulting actions that were taken based on the concerns or complaints that were submitted.

In accordance with the IASR, Sir will provide or arrange accessible formats and communication supports for persons with disabilities.

  • Upon request and in a timely manner
  • At no cost or a cost that is no more than a charge to other persons
  • Consult with a person regarding accessible format
  • Notification to the public about accessible formats when applicable.

Guests can also submit verbal or written feedback to:

Service Inspired Restaurants
5360 South Service Rd., Suite 200
Burlington, ON
L7L5L1
905-681-2997
info@sircorp.com

Guests that provide formal feedback will receive acknowledgement of their feedback, along with information about any resulting actions that were taken based on the concerns or complaints that were submitted.

Website Accessibility

Service Inspired Restaurants has taken the necessary steps to ensure that all existing websites conform to Web Content Accessibility Guidelines (WCAG) 2.0 A.

Going forward we will:

  • Ensure that all web content developed internally and externally meets the information and communication standard and that all external web developers/vendors have the necessary expertise to develop such content.
  • Ensure by January 2021 all internet web sites and web content conforms with WCAG 2.0AA
  • Take in to consideration Guests disabilities when adding daily content to the website and/or social media where feasible. 

 Compliance Date – Jan 2021

Employment Standards

Service Inspired Restaurants is committed to fair and accessible employment practices that apply for all Team Members. The Employment Standards builds upon the existing requirements of the Human Rights Code and how accessible the employment cycle is.
Service Inspired Restaurants will develop training methods to educate all Team Members in how the Human Rights Code applies to the employment to a person with a disability.

Recruitment

SIR will take the necessary steps to notify applicants about the availability of accommodations in the following way.

  • During the recruitment process when the applicant is participating in an assessment or selection process
  • If selected applicants request an accommodation SIR will consult with the applicant to determine  how to provide or arrange for suitable accommodation
  • Notify applicants of policies for accommodating Team Members with disabilities.

Compliance – Jan. 2016
Completion – in progress

Team Member Notification

SIR shall develop lines of communication to inform Team members of its policies to support Team Members with disabilities, including but not limited to policies on job accommodations that take into account a Team Members disabilities.

  • In orientation of a new Team Member or as soon as practicable
  • When there is a change to aa existing policy

Accessible Formats and Communication Supports

When requested, SIR will consult with a Team Member with a disability to provide for or arrange for provision of accessible formats:

  • Information that is needed to perform the Team members work tasks
  • Consult with the Team Member to determine the suitability of the accessible format

Compliance –Jan. 2016
Completed – in process

Return to Work (RTW) and Individual Accommodation Plan (IAP)

Service Inspired Restaurants will develop and put into place documented IAP and RTW plans for Team Members that have loss time due to a disability.

 We will develop plans that include:

  • The Team Members participation in the development of the plan.
  • Individual assessment (SIR may request outside expertise by medical or other service that pertain to the disability).
  • Timelines to complete the plan.
  • Ensure the privacy of the Team Members information.
  • Provide reasons for any denial to the Team Member.
  • Provide the plan in a format that accommodates the Team Members disability.

Compliance: Jan. 2016
Completion: in progress

Performance Management, Career development and Re employment

SIR will take into account the accommodation needs and/or IAP of a Team member when:

  • Using performance processes.
  • Providing career development and advancement information.
  • Using re employment procedures.
  • Assessing performance.
  • Notification of ability to provide accommodation on internal job postings.

Compliance - Jan. 2016
Completion - in progress

Public Spaces

SIR shall incorporate accessibility into public spaces where applicable for SIR to do so under the Design of Public Spaces in new build or with an extensive renovation.

Compliance – Jan. 2017
Completion – in progress

Administration

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

5360 South Service Rd., Suite 200
Burlington, ON
L7L5L1
Tel: 905-681-2997
Fax: 905-681-0394

This policy will be reviewed on an annual basis, or when there are changes to legislation, procedures and/or practices.


Applicable Legislation

Accessibility for Ontarians with Disabilities Act, S.O. 2005
Accessibility Standards for Customer Service, Regulation 429/07
Blind Person’s Rights Act, R.R.O. 1990
Dog Owners' Liability Act R.S.O. 1990
Health Protection and Promotion Act, R.R.O. 1990  Regulation 562
Ontario Human Rights Code, R.S.O. 1990
Integrated Accessibility Standard, Regulation 191/11