January 16-22, 2017

TO DO Accessible Customer Service Policy

Accessibility Requests

Our Volunteer Coordinators and Volunteer leads are assigned to respond to or resolve accommodation requests and barriers on the days of the Festival in conjunction with the venues who host the events. If you have an accessibility request at your earliest convenience please contact our Volunteer Coordinator at [email protected] or 647-309-5494. In the event that you cannot reach them please contact [email protected]

Accessibility Feedback

TO DO welcomes feedback on its accessibility policies and practices. Please relay feedback to our Volunteer Coordinator at [email protected] or 647-309-5494. In the event that you cannot reach them please contact [email protected]

Our commitment on accessibility

The Toronto Design Offsite Festival strives to ensure that Festival information and services are accessible for all Ontarians. This includes providing services and programs that people with disabilities can use and benefit from equally and in a manner that respects their dignity and independence.


Key principles

Our policy is based on:

– Respect for the dignity and independence of people with disabilities
– Equal opportunity for people with disabilities to access, use and benefit from our services or programs with the same quality and timeliness that others receive
– Service integration in relation to services provided to the broader public, unless alternative ways of providing the service or program are necessary for equal opportunity

Laws and rules

The standards and rules on providing accessible customer service are set out in the:

– Accessibility Standards for Customer Service (Ontario Regulation 429/07)
– Integrated Accessibility Standards (Ontario Regulation 191-11)
– Employee training
– Our staff will be trained in how to provide accessible customer service and on the requirements of our accessibility policies.

Customer service policies

This is a summary of the accessible customer service you can expect to receive.

 

Information and Communication

When communicating or providing information or services to a person with a disability, we will do so in a manner that takes the person’s disability into account.


Accessible Formats and Communications Supports

If a person with a disability needs an accessible format, or help to communicate with us, we will work with the person to provide the format or support that will meet their needs — at no additional cost to them.

If we are not able to meet the person’s particular requirement in a reasonable timeframe, we will inform them and will work with them to determine an alternate method or will provide a summary of the information.

 

Accessible Websites and Web Content

Our internet websites and web content controlled either directly by TO DO will soon conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA according to the schedule set out in the AODA Integrated Accessibility Standards.

Feedback Process

We will inform our customers of the choices available for them to give feedback.

Feedback may be provided:
– in person
– by telephone/TTY
– in writing
– by email or
– by any other communication technology as required

 

If customers with disabilities would prefer to give their feedback, and receive a response to it, using an alternate method than the one offered, they may request it.

 

Service Disruption

If there is a problem with facilities, equipment or services that people with disabilities rely on, we will provide notice to the public.

The way we provide the notice will be determined by the nature of the problem.

We will always try to make alternative arrangements to provide service where possible.

 

Assistive Devices

People with disabilities may use their own personal assistive devices. Where assistive devices are available in our buildings, our staff have been trained on how to use them.

 

Service Animals

People with disabilities may use their service animal in all parts of our premises that are open to the public, unless the animal is excluded by law, such as in food preparation areas.

In this case, we will ensure that appropriate alternative arrangements are made to ensure that the person can access the service.

Support Persons

People with disabilities can access their disability-related support person while using our services.

In situations where confidential matters will be discussed, the support person may be asked to sign a confidentiality agreement or the role of the support person may need to be agreed to in advance of the meeting.

Admission Fees

Where admission fees are charged for a Festival attraction, support persons will not be charged.

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