Accessibility
Great Canadian Entertainment Multi-Year Accessibility Plan
Our Statement of Commitment
Great Canadian Gaming Corporation (the “Company”) is committed to providing equal access for all individuals including our team members, guests, and any other person(s) who visit our properties. We will continuously strive to uphold all the requirements associated with the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”), the Human Rights Code of Ontario and all associated standards and regulations, now and into the future.
In a dignified manner, we will ensure that individuals with disabilities will feel safe and welcome in the properties we operate. We are committed to reviewing our policies and procedures on an annual basis to ensure compliance and best practices are achieved.
We welcome feedback from team members and guests on how we are doing. Please contact any member of our management team or send an email to information@greatcanadian.com.
Ensuring an accessible and barrier-free environment is not only a requirement, but it is what we believe is best for all Ontarians.
Our Multi-Year Accessibility Plan
Our Multi- Year Accessibility Plan (the Plan) outlines the steps we are taking to meet the requirements under the Accessibility for Ontarians with Disabilities Act, 2005 and to improve opportunities for people with disabilities.
Our Plan is reviewed and updated at least once every 5 years.
We train every person as soon as practicable after being hired and provide training in respect to any changes to the policies.
We maintain records of the training provided including the dates on which the training was provided and the number of individuals to whom it was provided.
Our Initiatives to Remove and Prevent Barriers
Customer Service
The Company is committed to providing accessible customer service to people with disabilities. This means that we will provide goods, services, and facilities to people with disabilities with the same high quality and timeliness as others.
- Annual review of the Company’s customer service policies and procedures to ensure the Company meets the needs of our team members, guests, and other person(s) who visit our properties.
- New hires receive training within the first 30 days of hire about AODA Customer Service requirements through the Company’s learning management system.
Information and Communication
The Company is committed to making our information and communications accessible to people with disabilities.
- Continually audit and update the Company’s digital properties to ensure WCAG 2.0 Level AA compliance.
- All marketing content designed by the Company is compliant with AODA standards, including content that is run locally on internal displays at our properties.
Employment
The Company is committed to fair and accessible employment practices.
- Establish a Team Member Resource Group for team members with disabilities to provide a forum in which they can connect, provide feedback, and guide organizational practices on inclusion.
- Create guidelines for accessible and inclusive meetings and team huddles to ensure that team members with disabilities can fully participate.
- Introduction of behavioral based interview training; a resource for leaders to ensure inclusive hiring practices.
Self-Serve Kiosks
The Company is committed to considering accessibility for people with disabilities when designing, procuring, or acquiring self-service kiosks.
- The content displayed on our self-service kiosks meets accessibility requirements. They are touchscreen only and user access is limited. Team members are available to assist guests with their needs should they not be able to use the self-serve kiosks on their own by providing assistance directly at the self-serve kiosk or processing their needs at an accessible Guest Services counter.
- The kiosks provided additional accessibility support, including:
- Extra time to complete tasks
- Accessible paths to access kiosks
- Appropriate height for access (rewards card swipe reader and printer are below midway point, the screen is at an appropriate height for touching the screen while sitting down, the kiosks are bolted to the ground for safety)
- Touchscreen targets are large and clearly labelled
- The user interface colour contrast meets accessibility standards
Training
The Company is committed to providing training in the requirements of Ontario’s accessibility laws and the Ontario Human Rights Code as it applies to people with disabilities.
- Ensure all team members are trained on AODA requirements including customer service standards.
- Annual acknowledgement of our Respectful Workplace policy to highlight the requirements detailed in the Human Rights Code.
- Introduction of an annual unconscious bias and inclusivity training required for all team members.
Design of Public Spaces
The Company will meet accessibility laws when building or making major changes to public spaces.
- Conduct internal operational assessments of the built environment for public spaces to inform ongoing annual capital and preventative maintenance best practices.
- Utilize accessibility guidance for new construction or major renovation of public spaces.
- Prioritize accessibility for corporate office project within the next 5 years.
Notice of Service Disruptions
The Company will notify the guest and team members when there is a temporary disruption of the sites’ services for both planned and unexpected disruption, and for partial or whole disruptions.
These notifications should be posted on the door of a particular facility and/or in a location that is clearly visible.
The Notice will include the following information:
- The reason for the disruption
- The anticipated duration of the disruption
- Contact details of an individual who can answer questions about the disruption which shall include telephone number and E-mail address
- Information about alternative accessible facilities or services that may be available
Notice will be given by:
- Posting printed notices
- Posting an electronic notice on the company’s website; and/or
- Automated telephone messages
Timing of Notification:
- Notice of planned service disruptions will be provided a minimum of seven (7) days in advance, and
- Notice of unplanned service disruptions will be provided as soon as possible after the disruption has been reported
Coordination of Service Disruption and Subsequent Notification:
- Service disruption and notification discussions are to occur principally between the Security, Facilities and Guest Service Departments, with site senior management and other departments kept informed relating to recommendations and next steps to mitigate the service disruption successfully in the least intrusive manner for team members and guests.
For more information about this accessibility plan, please contact information@greatcanadian.com or our greatcanadian.com/contact webpage.
Standard and accessible formats of this document are free on request from information@greatcanadian.com or our greatcanadian.com/contact webpage.
Accessibility for Ontarians with Disabilities Act (AODA) and Integrated Accessibility Standards Regulation (IASR) Policy
Statement of Commitment
Great Canadian Gaming Corporation (the “Company”) is committed to providing equal access for all individuals including our team members, guests, and any other person(s) who visit our properties, in a timely manner. We will continuously strive to uphold all the requirements associated with the Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”) and its Integrated Accessibility Standards (Ontario Regulation 191/11) (“IASR” or the “Standards”), and the Ontario Human Rights Code, now and into the future.
In a dignified manner, we will ensure that individuals with disabilities will feel safe and welcome in the properties we operate. Ensuring an accessible and barrier-free environment is not only a requirement, but it is what we believe is best for all Ontarians.
Scope
AODA and its Standards applies to all team members at Ontario properties owned or operated by Great Canadian Gaming Corporation and its affiliates and subsidiaries, including, without limitation, Ontario Gaming GTA Limited Partners (collectively, the “Company”).
Accessibility Policies
We are committed to reviewing our policies and procedures to ensure compliance and best practices are achieved. Upon request, these policies and procedures shall be provided in an accessible format considering the person’s disability.
Accessibility Plans
We will maintain a Multi-Year Accessibility Plan and will review and update it once every five years and post it on our website. Upon request, this Multi-Year Accessibility Plan shall be provided in an accessible format considering the person’s disability.
Accessibility Compliance Report
We will file the Accessibility Compliance Report every 3 years with the Ontario Ministry for Seniors and Accessibility. Upon request, this Accessibility Compliance Report shall be provided in an accessible format considering the person’s disability.
Self-Service Kiosks
We will consider accessibility features for people with disabilities when designing, procuring, or acquiring self-service kiosks.
Training
We will provide training to all team members on the requirements of accessibility standards and the Ontario Human Rights Code as it pertains to persons with disabilities within 30 days of hire or when there are changes to the policies. Training of our team members on accessibility will be based on their job responsibilities.
The training will be delivered by asynchronous learning modules and the dates and names of team members or volunteers who complete the training will be maintained by the Human Resources department.
AODA Integrated Accessibility Standards
Accessibility Standards applicable to the Company include:
- Information and Communication Standards
- Employment Standards
- Design of Public Spaces Standards
- Customer Service Standards
1. Information and Communication Standards
Feedback
We will ensure our process for receiving and responding to feedback is accessible to persons with disabilities. We will inform the public on our website about the availability of accessible formats and communication support.
Accessible Formats and Communication Supports
When accessible formats are requested by persons with disabilities, we will consult with the person making the request to determine the suitability of the accessible format or communication support. The accessible format or communication support will be provided in a timely manner and at a cost that is no more than the regular cost charged to other people.
Emergency Procedure Plans or Public Safety Information
We will ensure emergency procedures, plan or public safety information that is available to the public shall be provided in an accessible format or communication support, upon request in a timely manner.
Accessible Websites and Web Content
We will make our websites and web content conform to World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 Level AA.
2. Employment Standards
Talent Acquisition
We notify team members, job applicants and the public that accommodations can be made during the talent acquisition process. If a request for accommodation is requested, we will consult with the job applicant to arrange suitable accommodation.
Our offers of employment inform new hires about our process for requesting workplace accommodation.
Workplace Supports
When a request for accommodation is made, we will consult with the team member to determine the suitability of the accessible format or communication for:
- Information that is needed to perform the team member’s job; and
- Information that is generally available to team members in the workplace
Workplace Emergency Response
We shall provide individual workplace emergency response plans to team members who have a disability, if necessary, provided we are aware of the request and the team member consents to such a plan.
We will review a team member’s individual workplace emergency response plan when:
- The team member moves to a different property
- The team member’s overall accommodation needs, or plans are reviewed
- When we review the Company’s emergency response policies
We have a written process for the development of individual workplace emergency response plans for team members.
Return to Work Process
We have a written process for the team members who return to work due to a disability and require disability-related accommodations to return to work.
Performance Management, Career Development and Redeployment
Our performance management, career development and any redeployment opportunities will consider the accessibility needs of team members and any individual accommodation plans.
3. Design of Public Spaces Standards
We will meet accessibility standards when building or making major changes to public spaces. Our public spaces may include outdoor public use eating areas, accessible off-street parking, service-related elements like service counters and waiting areas.
We have put procedures in place for preventative and emergency maintenance to reduce disruptions to the accessible parts of our public spaces. As well as procedures for dealing with temporary disruptions when accessible elements are not in working order.
4. Customer Service Standards
Our accessible customer service policies are consistent with the principles of independence, dignity, integration, and equality of opportunity for people with disabilities.
Team members who provide customer service to our patrons have received training in the following:
- purpose of the AODA and the requirements of the Customer Service Standards
- our policies related to the Customer Service Standards
- how to interact and communicate with people with various types disabilities
- how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
- how to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities
- if a person with a disability is having difficulty in accessing our organization’s goods, services or facilities they may contact any team member onsite or contact General Inquiries at information@greatcanadian.com or site phone numbers found on greatcanadian.com
Personal Assistive Devices
We welcome customers with disabilities to use their own personal assistive devices provided the assistive device does not jeopardize or interfere with the integrity and assets of the organization.
We ensure that our staff are trained and familiar with various assistive devices we have onsite or that we provide that may be used by customers with disabilities while accessing our goods, services, or facilities.
Service Animals
A person with a disability may enter our premises accompanied by their guide dog or service animal in areas of the premises that are open to the public, unless the animal is excluded by another law. If a service animal is excluded by law, we will explain why the animal is excluded and discuss with the customer another way of providing goods, services, or facilities.
When we cannot easily identify that an animal is a service animal, a team member may ask for documentation (template, letter, or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability. Team members may NOT ask questions about a person’s disability.
A service animal can be easily identified through visual indictors, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.
A regulated health professional is defined as a member of one of the following colleges:
- College of Audiologists and Speech-Language Pathologists of Ontario
- College of Chiropractors of Ontario
- College of Nurses of Ontario
- College of Occupational Therapists of Ontario
- College of Optometrists of Ontario
- College of Physicians and Surgeons of Ontario
- College of Physiotherapists of Ontario
- College of Psychologists of Ontario
- College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario
Support Persons
We ensure entry of customers with disabilities accompanied by a personal support person into all premises, subject to applicable age restrictions. A ‘support person’ means, in relation to a person with a disability, another person who accompanies him or her to help with communication, mobility, personal care or medical needs or with access to goods or services.
Standard costs will apply to personal support workers accompanying persons with disabilities at special events. For more information please contact information@greatcanadian.com or site phone numbers found on greatcanadian.com.
In certain circumstances, we may require a person with a disability to be accompanied by a support person for the health or safety reasons of the person with a disability or others on the property.
Before deciding, we will:
- consult the person with a disability to understand their needs
- consider health or safety reasons based on available evidence
- determine if there is no other reasonable way to protect the health or safety of the person or others on the property.
If the Company determines that a support person is required, we will waive the admission fee (if any) for the support person.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities the Company will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or service, if available.
The notice will be made publicly available at a conspicuous place at the Company’s location or by another method deemed reasonable under the circumstances.
Feedback
We welcome feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns. We capture and track customer feedback through available tracking systems.
If you have feedback about your accessible customer service experience, please contact your preferred gaming facility in-person, in writing or by email at information@greatcanadian.com or at our greatcanadian.com/contact webpage.
We will respond to customer feedback in a timely manner, that considers the customer’s disability.
Format of Documents
We welcome communication with people with disabilities in ways that consider their disability. When providing a copy of a document to a person with a disability, our team members shall give the person the document, or the information contained in the document, in an accessible format or with communication support. This may include the following:
- plain text or large font
- reading the text aloud
- accessible digit version (greatcanadian.com)
Modifications to this of other Policies
We are committed to developing policies that respect and promote the dignity and independence of people with disabilities. As such, no changes will be made to any policy before considering the impact on people with disabilities. Any policy that does not respect and promote the dignity and independence of people with disabilities will be modified or removed
