This policy is intended to meet 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 to the public or other third parties, not to the goods themselves.
Medieval Times Dinner and Tournament Toronto Inc. (“Medieval Times”) will strive to provide services in a manner consistent with the principles of dignity, independence, integration and equal opportunity.
The Provision of Goods and Services to Persons with Disabilities
Medieval Times 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 customers (“guests”) receive the same value and quality;
· Allowing guests with disabilities to do things in their own ways, when attending the show as long as this does not present a safety risk;
· Using alternative methods when possible to ensure that guests with disabilities have access to show, meal, and services (Gift Shops, Bar, Photo etc…) 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.
Persons with disabilities may use their own assistive devices as required when accessing the show and services provided by Medieval Times. The provision, use and safety of personal assistive devices are the responsibility of the person with a disability. However, wheelchairs will be provided upon request (based on availability).
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 that guests are able to attend the show and receive the services related to the show (meal, access to gift shops, bar, and photo).
Guide Dogs, Service Animals and Service Dogs
Guests with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to Medieval Times 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.
If a guide dog, service animal or service dog is excluded by law (see applicable laws below) Medieval Times will offer alternative methods to enable the person with a disability to access to the show and services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee (“Team Member”)).
There may be rare circumstances where, for reasons of health and safety of another person, allowing a person with a disability to enter a premises accompanied by a service animal needs to be considered. An example of such a situation may include where a person is allergic to animals and adversely affected if they are in close proximity to a service animal. If deemed necessary, a risk assessment will be conducted by Medieval Times Management. The risk assessment will include identifying the risks inherent with the service animal being in the area of concern and identify alternate measures available to enable the person with a disability to access Medieval Times’ show and services.
The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, normally does not allow animals in places where food is manufactured, prepared, processed, handled, served, displayed, stored, sold or offered for sale. It does allow guide dogs and service dogs to go into places where food is served, sold or offered for sale. However, other types of service animals are not included in this exception.
Dog Owners' Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds (such as pit bulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.
Recognizing a Guide Dog, Service Dog and/or Service Animal: If it is not readily apparent that the animal is being used by the Member for reasons relating to his or her disability, Medieval Times may request verification from the guest, which may include:
· A letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
· A valid identification card signed by the Attorney General of Canada; or,
· A certificate of training from a recognized guide dog or service animal training school.
Care and Control of the Animal:
The guest 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. The safety and clean-up of the service animal is also the responsibility of the person with a disability.
If a guest with a disability is accompanied by a support person, Medieval Times will ensure that both persons are allowed to enter the premises together and that the guest is not prevented from having access to the support person.
There may be rare circumstances where, for reasons of health and safety, Medieval Times may require a person with a disability to be accompanied by a support person when accessing the show and services at Medieval Times’ premises. For example, a Member with a brain injury or mental disorder may be prone to confusion, outbursts or agitation that are best handled by individuals who are properly trained or familiar with the person with a disability.
Where it is necessary to discuss confidential information with a guest, the guest’s consent will be obtained prior to discussing such information with the support worker present.
Support persons will not be required to pay any admission fees to enter our locations when they are attending exclusively to provide support to a guest with a disability.
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 customers 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.
The term disability includes:
· 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.
Is a highly-trained working dog that has been trained to provide mobility, safety and increased independence for people who are visually impared.
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.
A dog other than a guide dog for the visually impared 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 a letter from a physician or nurse confirming that the person requires a service dog.
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.
Notice of Disruptions in Service
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Medieval Times. In the event of any temporary disruptions to facilities or services that guests with disabilities rely on to access Medieval Times’ show or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.
Notifications will include:
In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:
· Services or parts of show that are disrupted or unavailable;
· Reason for the disruption;
· Anticipated duration; and
· A description of any alternative services or options.
When disruptions occur Medieval Times 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;
· Contacting guests with reservations, whenever possible;
· Verbally notifying guests when purchasing tickets / making reservations, whenever possible;
· Posting information through various social media outlets: Medieval Times’ website, as well as Medieval Times’ Twitter and Facebook accounts;
· If the Toronto Castle is going to be closed for longer durations, the phones within our facility will be forwarded to the call centre to ensure our guests can speak to someone directly;
· Any other methods that we may determine are reasonable in the circumstances.
Medieval Times will provide guests with the opportunity to give feedback on our delivery of services and the show to guests with disabilities. Information about the feedback process will be readily available in the castle, by contacting our information website, contacting the castle at, or contacting our call centre.
Guests can submit feedback to:
· Any Team Member within our castle;
· By contacting the castle phone line at (416) 260-1170 ext. 2611
· By contacting our call centre at 1-888-935-6878;
· Via mail to 10 Dufferin St., Exhibition Place, Toronto, Ontario M6K 3C3 ;
· By email to email@example.com; or
· By visiting our website, specifically: www.medievaltimes.com
Guests who wish to provide feedback verbally can do so to any Medieval Times Team Member.
Guests that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
Where possible, feedback will be addressed immediately. Some feedback may, however, require more effort to address and may need to be reviewed before an action is taken. Medieval Times will respond as soon as possible in such circumstances.
Training will be provided to:
1. All Team Members, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of Medieval Times; and,
2. Those who are involved in the development and approval of customer service policies, practices and procedures.
Training for our Team Members pertaining to this policy will cover the following:
· 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.
· 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; or
· Require the use of a support person (including the handling of admission fees).
· Instructions on what to do if a person with a disability is having difficulty accessing our show or services.
· Medieval Times’ policies, procedures and practices pertaining to providing accessible customer service to guests with disabilities.
Medieval Times will provide training as soon as possible. Training will be provided to new Team Members, volunteers, agents and/or contractors who deal with the public or act on Medieval Times’ behalf. In addition, if and/or when Medieval Times provides assistive devices to people with disabilities we will provide training to our Team Members as soon as practicable on how to use/provide this equipment.
For Medieval Times’ Team Members AODA, Accessibility for Ontarians Disability Act, training (Ontario Associates Only) is to be completed initially within your first 2 weeks of employment AND then again annually, for the duration of your employment with Medieval Times. This learning is completed via the Associate Learning Zone and includes learning and testing. Your annual 'renewal' for learning will be communicated via Associate Learning Zone and your Manager. Revised training will be provided in the event of changes to legislation, procedures and/or practices.
Notice of Availability and Format of Documents
Medieval Times shall notify guests that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the Member's disability. Notification of such availability will be given by posting the information in a conspicuous place in each of the premises owned and operated by Medieval Times and on Medieval Times’ website.
Procedure / Process:
If you have questions or concerns about this policy or its related procedures please contact Medieval Times:
· By phone at (416)260-1170 ext. 2611; or
· By email at toronto@ medievaltimes.com.