5360 South Service Road
Burlington, ON, Canada
Telephone: 905 681 2997
Fax: 905 681 0394
At SIR Corp®, your privacy is, and always has been, very important to us. We are dedicated to providing you with a superior restaurant experience and service while protecting your privacy and safeguarding your personal information. Although we are not in the business of collecting private information from our guests we do sometimes have to do so in order to gain valuable feedback and to offer the level of service that is our hallmark.
Our ten privacy principles...
SIR Corp.® is committed to maintaining the accuracy, confidentiality and security of your personal information. As part of this commitment, SIR Corp.® has adopted the following ten principles, based on the values set by the Canadian Standards Association's Model Code for the Protection of Personal Information and Canada's Personal Information Protection and Electronic Documents Act.
SIR Corp.® is responsible for protecting the personal information under its control and shall designate one or more individuals to be accountable for its compliance with these principles.
2. Identification of purposes.
The purposes for which personal information is collected shall be identified before or at the time the personal information is collected.
Individual's consent will be obtained for the collection, use or disclosure of personal information, except where the law provides and exemption.
4. Limiting collection.
The personal information we collect shall be limited only to that which is necessary for the purposes identified.
5. Limiting use, disclosure and retention.
Personal information shall only be used or disclosed for the purposes for which it was collected, unless an individual has otherwise consented or when it is required or permitted by law. Personal information shall be retained only as long as necessary for the fulfillment of those purposes.
We shall keep personal information as accurate, complete and up-to-date as is necessary to fulfill the purposes for which it is to be used.
We shall protect personal information using security safeguards that are appropriate to the sensitivity level of the personal information received.
SIR Corp.® will provide information to individuals about our policies and procedures relating to the management of personal information that is under our control.
9. Individual's access.
On written request to our Privacy Officer, an individual will be informed of the existence, use and disclosure of their personal information that is under our control, and may be given access to that personal information as required and permitted by law. Individuals are entitled to challenge the accuracy and completeness of that personal information and request that it be amended, if appropriate.
10. Handling enquiries or complaints.
Any questions or enquiries concerning compliance with our privacy policies and procedures may be addressed to our Privacy Officer.
Accessible Customer Service Policy
At Service Inspired Restaurants, 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.
This policy is intended to meet the requirements of the Accessibility Standards for Customer Service, Regulation 429/07 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 by Service Inspired Restaurants will follow the principles of dignity, independence, integration and equal opportunity.
a) This policy applies to the provision of goods and services at the 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.
b) This policy applies to all employees, volunteers and/or third parties that act on behalf of Service Inspired Restaurants who deal with the public.
c) 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.
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.
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; or
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.
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; or
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.
In accordance with the Accessibility Standards for Customer Service, Regulation 429/07, this policy addresses the following:
- The Provision of Goods and Services to Persons with Disabilities
- The Use of Assistive Devices
- The Use of Guide Dogs and Service Dogs
- The Use of Support Persons
- Notice of Service Disruptions
- Guest Feedback
- Notice of Availability and Format of Required Documents
A. 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 ways, 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; and
communicating in a manner that takes into account the guest's disability.
B. 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 access 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)
C. 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.
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.
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.
D. 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.
E. 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 advance notice. In the event of an unplanned disruption, advance notice may not be possible.
All notifications will include the following information unless it is not readily available or known:
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; or
· by any other method that may be reasonable under the circumstances
F. 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.
A Customer Feedback Form will be available (upon request) for those wishing to provide immediate written feedback on-site. Feedback can also be provided electronically online through our restaurant website(s). Guests wishing to provide verbal feedback can do so in person by speaking to a Manager on duty at any of our restaurants, or by contacting Service Inspired Restaurants at 905-681-2997.
Guests can also submit verbal or written feedback to:
Service Inspired Restaurants
5360 South Service Rd., Suite 200
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.
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.
As reflected in Regulation 429/07, 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.
Service Inspired Restaurants will provide the training methods to each restaurant, enabling all Team Members to be trained within a reasonable time period. Going forward, training will be provided to new Team Members, volunteers and third parties who act on our behalf and deal with the public as part of orientation.
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
H. Notice of Availability and Format of DocumentsService Inspired Restaurants shall provide guests with the documents related to the Accessibility Standards for Customer Service upon request, and in a format that takes into account the guest's disability.
If you have any questions or concerns about this policy or its related procedures please contact Service Inspired Restaurants: