STATEMENT OF ORGANIZATIONAL COMMITMENT
Casino Rama takes great pride in operating one of the pre-eminent entertainment destinations in Ontario and we are committed to providing an exceptional customer experience by ensuring our goods or services remain accessible to all customers. Casino Rama is confident that our leadership team can accommodate accessibility needs by remaining resourceful and creative to quickly resolving customer concerns with respect to accessibility. Casino Rama will continue to meet our accessibility requirements as prescribed by the Accessibility for Ontarians with Disabilities Act (“AODA”).
Casino Rama’s Accessibility Standards for Customer Service:
Casino Rama implemented our “Customer Service Policy Statement” on January 1, 2012 to ensure goods and services are provided to people with disabilities in harmonization with the Accessibility Standards for Customer Service, Ontario Regulation 429/07. The notion of this accessibility framework was an important step towards creating a barrier-free and accessible Ontario by 2025 and it is the first accessibility standard implemented under the Accessibility for Ontarians with Disabilities Act, 2005. You can review Casino Rama’s Customer Service Policy Statement at:
http://www.casinorama.com/Accessibility.aspx
Casino Rama is committed to providing goods and services in ways that respect the dignity and independence of people with disabilities and giving people with disabilities access to our goods and services in the same place and in a similar manner as other customers. Casino Rama is committed to excellence in serving all customers including people with disabilities in the following areas:
1. Communication and Documentation:
a) When communicating with a person with a disability, Casino Rama employees will do so in a manner that takes into account the person’s disability.
b) When providing a copy of a document to a person with a disability, Casino Rama shall give the person the document, or the information contained in the document, in a format that takes into account the person’s disability.
2. Personal Assistive Devices:
Casino Rama permits 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. 3. Casino Rama Assistance Provided:
Casino Rama may offer a person with a disability other reasonable measures to assist the person in obtaining, using or benefiting from Casino Rama’s goods and services. Where Casino Rama has such other measures available, this must be documented in policies, practices and procedures.
4. Support Persons:
a) Casino Rama ensures entry of customers with disabilities accompanied by a personal support person into the premises, subject to applicable age restrictions.
b) Standard costs will apply to personal support workers accompanying persons with disabilities at special events.
5. Service Animals:
A person with a disability may enter Casino Rama 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, other measures to provide services to the person with a disability may be used.
6. Notice of Disruptions in Service:
a) Casino Rama will make reasonable efforts to provide notice to customers, when possible, if services are unavailable.
b) When a disruption occurs unexpectedly, notice shall conspicuously be posted as soon as possible.
7. Feedback:
a) Casino Rama will acknowledge customer feedback in a timely manner that takes into account the customer’s disability.
b) Casino Rama will capture and track customer feedback through available tracking systems. 8. Training:
a) All employees to whom this policy applies will receive training as required by the Accessibility Standards for Customer Service.
b) Accessible Customer Service training has been provided to all Casino Rama employees. Casino Rama’s New Hire program incorporates an AODA Accessible Customer Service segment to ensure all employees are trained.
9. Availability of Casino Rama Accessibility Policy:
Public access to the Casino Rama Accessibility Policy will be available in alternate formats upon request. Requests should be forwarded to:
Jenna Hunter – Director, Public Relations Phone: 705-329-5179
Casino Rama applies the following principle matrix to remedy accessibility concerns:
Principles of Interaction Interaction Procedures
Dignity
Customers with a disability are just as deserving of great customer service as any other customer
Do not provide a lesser customer service standard to a disabled person
Do not force a customer with disability to accept a lesser standard of service in relation to quality or convenience If you are unable to resolve the concern, immediately notify
your Supervisor
Independence
Do not influence a customer with a disability - allow the customer to behave independently
Do not hurry the customer, allow the customer with a disability to “do it their own way” if they move slowly
Do not take over and carry out the task for the person Allow the customer with a disability to conclude their own
decisions
Integration
Integration means to fully benefit from the same services, in the same place, and in the same or similar way as other non disabled customers
Ensure that customer who are disabled are provided the same opportunity to benefit from the same service
Consider alternative measures to ensure equal integration of a disabled customer so he/she has a memorable experience at Casino Rama
Equal Opportunity
Equal opportunity means having the same chances, options, benefits and results as others
You may have to treat individuals slightly differently so that they can benefit fully from your services
Consider steps to ensure that individual needs are taken into account when providing goods or services
Manager’s and Supervisor’s Responsibilities
Confirm with the Box Office the number, location and special needs of customers with accessibility requirements before the start of the performance
Arrange for reasonable accommodation in relation to customer accessibility (i.e. type of disability)
ACCESSIBILITY PLANS
Casino Rama will continue to maintain our commitment to accessibility by:
Mitigating accessibility barriers by integrating additional measures to ensure compliance with Integrated Accessibility Standards Regulation 191/11 as prescribed. The Regulation requires the implementation of standards to address barriers that persons with disabilities face and it is enforced under the AODA. The requirements under these accessibility standards are not a replacement or substitution for the requirements of the Ontario Human Rights Code.
Multi Year Accessibility Plan
Casino Rama will provide accessibility polices and supporting documents in an accessible format upon request.
The accessibility plan and supporting documents will be posted on Casino Rama’s website.
The accessibility plan will be reviewed and updated, where prescribed, at least once every five years.
Casino Rama will submit accessibility performance reports to the Accessibility Directorate of Ontario as prescribed.
Self-Serve Kiosks
Casino Rama will have regard to the accessibility for persons with disabilities when designing, procuring or acquiring new or additional self-service kiosks beyond January 1, 2014. Kiosk means an interactive electronic terminal, including a point-of-sale device, intended for public use that allows users to access one or more services or products or both.
Training
Casino Rama will continue to provide AODA training with respect to accessibly requirements as part of our new hire on boarding process in harmony with the Ontario Human Rights Code concerning persons with a disability. The training elements will include:
1. The purpose of accessibility laws and applicable regulations. 2. What defines a disability under the AODA.
3. How to interact and communicate with persons with various types of disabilities.
4. How to interact with persons with disabilities who use an assistive device or require the assistance of a guide dog or other service animal or the assistance of a support person.
5. How to use equipment or devices available on the provider’s premises or otherwise provided by the provider that may help with the provision of goods or services to a person with a disability. 6. What to do if a person with a particular type of disability is having difficulty accessing the provider’s
goods or services.
7. Additional training will be provided subject to changes or amendments to Casino Rama’s accessibility policies, where required.
Accessible Formats
If Casino Rama determines that information or communications are unconvertible and not “conversion ready” to an accessible format (i.e. communications such as text, audio, digital or images) Casino Rama will provide the person requesting the information or communication with:
1. An explanation as to why the information or communications are unconvertible and a summary of the unconvertible information or communications.
2. Information or communications are unconvertible if, it is not technically feasible to convert the information or communications; or the technology to convert the information or communications is not readily available.
3. Notwithstanding the forgoing, Casino Rama’s website will conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, initially at Level A by January 1, 2014 and increasing to Level AA by January 1, 2021, except where not reasonably practicable to do so.
“Conversion ready” means an electronic or digital format that facilitates conversion into an accessible format.
Feedback
Casino Rama will ensure that its processes for receiving and responding to feedback are accessible to persons with disabilities and will notify the public about the availability of accessible formats and communications supports by:
a) Providing or arranging for accessible formats and communication supports for persons with disabilities in a timely manner that takes into account each person’s accessibility needs.
b) By consulting with the person making the request to determine the suitability of an accessible format or communication support, and;
c) Communications supports will be provided at a cost that is no more than the regular cost charged to other persons.
d) Responding to customer complaints by way of acknowledgement within 48 hours of receiving the complaint, and follow up with a response, if any response is required, within one week specifying remedial actions undertaken, if any subsequent remedial actions were necessary. You may also direct any feedback to Casino Rama by requesting a copy of the Accessible Customer Service Brochure, record your comments on the back of the brochure and return to your server.
Or contact: Jenna Hunter – Director, Public Relations Phone: 705-329-5179
Email: [email protected] Or visit: www.casinorama.com/accessibliity
Confidentiality of Information
Casino Rama will only use personal disability information with respect to accessibility needs to ensure s/he can benefit from the same goods or services in the same way as other non-disabled customers.
Employment
Casino Rama is committed to fair and accessible employment practices and will take the following steps to notify applicants and employees that accommodations will be provided, upon request:
1. Review existing policies and procedures and where necessary undertake necessary modifications of same for people with disabilities.
2. Developing individual accommodation plans and return-to-work protocols for employees that have been absent due to a disability.
3. Review existing policies and procedures and if necessary, undertake necessary modifications for people with disabilities to develop accommodation plans and return to work processes. 4. Review existing policies and procedures and amend where necessary to ensure the
accessibility needs of employees with disabilities are taken into account during performance management, career development, and redeployment processes.
