Update - Date:     Jully 16, 2024 

 

PURPOSE

This policy is intended to meet the current and ongoing requirements under the Accessibility for Ontarians with Disabilities Act, 2005, Ontario Regulation 191/11 entitled “Integrated Accessibility Standards Regulation” and the Human Rights Code as it pertains to persons with disabilities. 

 

COMMITMENT

Xtreme Bowling Entertainment and its subsidiaries (referred to as “XB”) are committed to treating all individuals in a way that allows them to maintain their dignity and independence. As a company, we believe in integration and equal opportunity. We strive to give people with disabilities the same opportunity to access our goods and services and to allow them to benefit from the same services, in the same place and in a similar way to all guests. 

 

SCOPE

This policy applies to all full-time and part-time team members, managers, executives, contractors, volunteers and all other persons who provide goods, services or facilities on behalf of the company. Failure to abide by this policy or abuse of this policy will result in disciplinary action up to and including immediate termination of employment.

 

DEFINITIONS

Accessible Formats: Formats that are alternative to standard print and are accessible to people with disabilities. They may include, but are not limited to, large print, recorded audio and electronic formats and braille.

 

Accommodation: The special arrangement made, or assistance provided so that persons with disabilities can participate in the experiences available to persons without disabilities. Accommodation will vary depending on an individual’s unique needs.  

 

Assistive Device: 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.

 

Barrier: Anything that prevents a person with a disability from fully participating in one or more aspects of society, including a physical barrier, an architectural barrier, information or communications barrier, attitudinal barrier, technological barrier, policy or practice.

 

Communication Supports: Communication supports are alternative ways of communicating with people with disabilities. Examples of a communication support may include, but are not limited to, captioning, alternative and augmentative communication supports, plain language, sign language through an interpreter and other supports that facilitate effective communications. 

 

Disability: The term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, 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

Issue Date: November 19, 2019                                                                        Revision Date:  November 1, 2023                                                                                       

• An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

 

Feedback: Any comments, compliments, suggestions or complaints provided by guests.

 

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, to provide mobility, safety and increased independence for people who are blind.

 

Information: includes, but is not limited to, data, facts and knowledge that exits in any format, including text, audio, digital or images and that convey meaning.

 

Kiosk: 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.

 

Service Animal: An animal is a service animal for a person with a disability if:

1. The animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, as a result of visual indicators such as the vest or harness worn by the animal; or
2. The person provides documentation from one of the following regulated health professionals confirming that the person requires the animal for reasons relating to the disability:
   • A member of the College of Audiologists and Speech-Language Pathologists of Ontario;
   • A member of the College of Chiropractors of Ontario;
   • A member of the College of Nurses of Ontario;
   • A member of the College of Occupational Therapists of Ontario;
   • A member of the College of Optometrists of Ontario;
   • A member of the College of Physicians and Surgeons of Ontario;
   • A member of the College of Physiotherapists of Ontario;
   • A member of the College of Psychologists of Ontario; or
   • A member of the College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.

 

Service Dog: As reflected in Health Protection and Promotion Act, Ontario 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 a letter from a physician or nurse confirming that the person requires a service dog.

 

Support Person: 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.

 

RESPONSIBILITIES

Upper Management

• Approving this policy.
• Ensuring implementation of this policy.
• Being aware of corporate liability for non-compliance with legislative requirements, including fiscal responsibility, and human rights issues.
• Building accessibility planning into the existing corporate and strategic business cycles as well as other planning processes and budgets.

 

People and Culture Team

• Documenting, maintaining and updating this policy.
• Acting as a resource for all parties and participants in workplace accommodation.
• Receiving accessibility feedback and ensuring that the accessibility feedback process is documented and working effectively.
• Filing the AODA Compliance Report with the Ontario Government.

 

Centre Managers

• Raise awareness and facilitate awareness of the policy.
• Overseeing mandatory AODA training completion.
• Demonstrating sensitivity to and respecting the privacy of personal information.
• Participating in and facilitating workplace accommodation.

 

Team Members

• Complying with the provisions of this policy.
• Completing required training.
• Participating in and cooperating with all parties to facilitate workplace accommodation.
• Informing their manager of the need for accommodation.

 

POLICY INTEGRATED ACCESSIBILITY STANDARDS REGULATION (IASR)

Ontario Regulation 191/11 establishes the Integrated Accessibility Standards Regulation (IASR) that sets the standards in five areas. The transportation standard does not apply to our company and, as such, will not be discussed as only applicable standards in the IASR have been addressed and incorporated into this policy. In accordance with Ontario Regulation 191/11, this policy addresses the following:

1. Information and Communications Standards
2. Employment Standards
3. Built Environment
4. Customer Service Standards

 

A. INFORMATION AND COMMUNICATIONS STANDARD

XB is committed to meeting the communication needs of persons with disabilities in accordance with the Integrated Accessibility Standards and will notify the public about the availability of accessible formats and communications supports as required. 

 

Upon request, XB will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner and at a cost that is no more than the regular cost charged to other persons. In determining the suitability of an accessible format or communication support, we will consult with the person making the request. 

 

If it is determined that information or communications are unconvertible, an explanation as to why the information or communications are unconvertible and a summary of the unconvertible information or communications will be provided.

 

FEEDBACK

XB has processes in place for receiving and responding to feedback and will ensure that these processes are provided in an accessible manner and with communication supports upon request. 

 

EMERGENCY INFORMATION

Where XB prepares emergency procedures, plans or public safety information and makes the information available to the public, the information will be made available in an accessible format or with appropriate communication supports, as soon as practicable, upon request. 

 

ACCESSIBLE WEBSITE AND WEB CONTENT  

XB will ensure that its websites and web content conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG 2.0 at Level AA) as required.

 

B. EMPLOYMENT STANDARDS 

XB is committed to fair and accessible employment practices during the recruitment process and throughout employment with the company. 

RECRUITMENT, ASSESSMENT OR SELECTION PROCESS

XB will notify team members and the public about the availability of accommodation for applicants with disabilities in its recruitment processes. Specifically, XB will: 

• Notify applicants when they are individually selected to participate in an assessment or selection process that accommodations are available upon request in relation to the materials or processes to be used.
• If a selected applicant requests an accommodation, the hiring team will consult with the applicant and provide or arrange for the provision of a suitable accommodation in a manner that takes into account the applicant’s accessibility needs.
• Notify successful applicants of the policies for accommodating team members with disabilities when making offers of employment.

 

INFORMING TEAM MEMBERS OF SUPPORTS  

XB will inform its team members of policies in place to support its team members with disabilities, including, but not limited to, policies on the provision of job accommodations that take into account a team member’s accessibility needs due to a disability. 

 

This information shall be provided to new team members as soon as practicable after they begin their employment and shall be updated for all team members whenever there is a change to the existing policies. 

 

ACCESSIBLE FORMATS AND COMMUNICATION SUPPORTS FOR TEAM MEMBERS  

Upon request by a team member with a disability, XB shall consult with the team members to provide or arrange for the provision of suitable accessible formats and communication supports for: 

• Information that is needed in order to perform the team member’s job.
• Information that is generally available to team members in the workplace. 

 

WORKPLACE EMERGENCY RESPONSE INFORMATION  

XB will provide individualized workplace emergency response information to team members who have a disability if the disability is such that the individualized information is necessary, and the company is aware of the need for accommodation. The information shall be provided as soon as practicable after becoming aware of the need for accommodation. 

 

If a team member who receives individualized workplace emergency response information requires assistance and with the team member’s consent, the company shall provide the workplace emergency response information to the person designated by the company to provide assistance to the team member. 

 

XB shall review the individualized workplace emergency response information when the team member moves to a different location in the organization, when overall accommodation needs or plans are reviewed, and when the company reviews its general emergency response policies. 

 

DOCUMENTED INDIVIDUAL ACCOMMODATION PLANS  

XB has in place a written process for the development of documented individual accommodation plans for team members with disabilities. The process shall include the following elements: 

• The way in which a team member requesting accommodation can participate in the development of the individual accommodation plan.
• The means by which the team member is assessed on an individual basis. 
• The manner in which XB may request an evaluation by an outside medical or other expert, at the company’s expense, to assist with determining accommodation and how to achieve accommodation.
• The manner in which the team member can request the participation of a representative from the workplace where the team member is not represented by a bargaining agent.
• The steps taken to protect the privacy of the team member’s personal information.
• The frequency with which the individual accommodation plan will be reviewed and updated and the manner in which it will be done.
• If denied, the manner in which the reasons for the denial are to be provided to the team member.
• The means of providing the accommodation plan in a format that takes into account the team member’s accessibility needs.
• If requested, include any information regarding accessible formats and communications supports provided.
• Identify any other accommodation that is to be provided. 

 

RETURN TO WORK PROCESS  

XB shall have in place a documented return to work process for team members who have been absent from work due to a disability and require disability-related accommodation in order to return to work. The process shall outline the steps the company will take to facilitate the return to work of team members absent due to disability and include documented individual accommodation plans. 

 

PERFORMANCE MANAGEMENT, CAREER DEVELOPMENT AND ADVANCEMENT, REDEPLOYMENT  

XB shall take into account the accessibility needs and/or individual accommodation plans of team members when using performance management processes, providing career development and advancement and using redeployment. 

 

C. BUILT ENVIRONMENT

EXTERIOR PATHS OF TRAVEL

XB will ensure that it adheres to the general obligations and technical requirements of the Integrated Accessibility Standards when constructing new or redeveloping exterior paths of travel (including ramps, stairs, curb ramps, rest areas) that are intended to serve a functional purpose, subject to applicable exceptions and limitations as contemplated by the Integrated Accessibility Standards.

 

ACCESSIBLE PARKING

XB will ensure that it adheres to the general obligations and technical requirements of the Integrated Accessibility Standards when constructing new or redeveloping parking facilities that we intend to maintain, subject to applicable exceptions and limitations as contemplated by the Integrated Accessibility Standards.

 

SERVICE COUNTERS, QUEUING LINES AND WAITING AREAS

XB will ensure that it adheres to the general obligations and technical requirements of the Integrated Accessibility Standards when constructing new or redeveloping service counters, fixed queuing guides and waiting areas.

 

MAINTENANCE

XB will ensure that the Multi-Year Accessibility Plan includes (a) procedures for preventative and emergency maintenance of the accessible elements in our public spaces that are governed by the Integrated Accessibility Standards, and (b) procedures for dealing with temporary disruptions when accessible elements in our public spaces that are governed by the Integrated Accessibility Standards are not in working order. 

 

D. CUSTOMER SERVICE STANDARDS

THE PROVISION OF GOODS, SERVICES, AND FACILITIES TO PERSONS WITH DISABILITIES

XB will use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles:

• The company’s goods, services and facilities are provided in a manner that respects the dignity and independence of persons with disabilities.
• The provision of our goods, services and facilities to persons with disabilities are integrated with the provision of goods, services and facilities to others, unless an alternative measure is necessary, whether temporary or on a permanent basis, to enable a person with a disability to obtain, use or benefit from our goods, services and facilities.
• Persons with disabilities are given an opportunity equal to that of persons without disabilities to obtain, use or benefit from our goods, services and facilities.

 

COMMUNICATION

XB will communicate in a manner that takes into account the guest's disability. This may include face-to-face interactions, through email or telephone. We will work with the person to determine what method of communication works best for them.

 

Team members will be trained on how to interact and communicate with people with various types of disabilities.

 

THE USE OF ASSISTIVE DEVICES

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Xtreme Bowling Entertainment.

 

In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access goods, service or facilities. XB will work with the individual to determine the best alternative. 

 

Team members will be trained and familiar with various assistive devices that may be used by guests with disabilities while accessing our goods or services.

 

BILLING

XB invoices or bills can be provided in the following formats upon request: hard copy, larger print, fax or email. Questions guests may have about the content of an invoice or bill may be made in person, by telephone or email. 

 

USE OF SUPPORT PERSONS

Any person with a disability who is accompanied by a support person will be allowed to enter XB with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

 

If the support person participates in any of our activities including but not limited to bowling, laser tag, games, restaurant, bar, the rates being charged at the time will apply. 

 

In certain circumstances, XB might require a person with a disability to be accompanied by a support person for health or safety reasons of either the person with a disability or others on the premises. Before making the decision, we will consult with the person with a disability to understand their needs, considered health and safety reasons based on available evidence and determine if there is no other reasonable way to protect the health or safety of the person or others on the premises. If XB determines that a support person is required, fees for bowling, laser tag and games will be waived; restaurant and bar fees still apply. 

 

Team members will be trained on how to interact with people with disabilities who are accompanied by a support person.

 

GUIDE DOGS, SERVICE ANIMALS AND SERVICE DOGS

XB welcomes people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties unless otherwise excluded by law. "No pet" policies do not apply to guide dogs, and/or service dogs. The guest who is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all times.

 

If a guide dog, service animal or service dog is excluded by law XB will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, securing the animal in a safe location and offering the guidance of an team member). If a health and safety concern presents itself for example in the form of a severe allergy to the animal, XB will make all reasonable efforts to meet the needs of all individuals. If it is not readily apparent that the animal is being used by the guest for reasons relating to his or her disability, XB may request verification from the guest. 

 

All team members will be trained on how to interact with people with disabilities who are accompanied by a service animal.

 

NOTICE OF DISRUPTIONS IN SERVICE

XB will provide guests with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice may be written or verbal and will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. Written notices will be placed in conspicuous locations such as public entrances and service counters. Verbal notices may be given to guests while they are making reservations or contacting guests with appointments. 

 

TRAINING

Training will be provided to all team members, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of guest service policies, practices and procedures. 

 

The training will include the following:

• The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard, Integrated Accessibility Standards Regulation and the Ontario Human Rights Code.        
• How to interact and communicate with people with various types of disabilities.
• How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or a support person.
• What to do if a person with a disability is having difficulty accessing our foods and services.
• Company policies, procedures and practices pertaining to providing accessible guest service to guests with disabilities.

 

XB will provide training as soon as practicable. Training will be provided to new team members, volunteers, agents and/or contractors during orientation. Revised training will be provided in the event of changes to legislation, procedures, policies, and/or practices. A record of training that includes the dates of training and the number of team members who attended the training will be kept, where applicable.

 

FEEDBACK PROCESS

Feedback regarding the way XB provides goods and services to people with disabilities can be made by mail, online or verbally in one of the centres or the Oakville Support Centre. We will ensure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

Guests can submit feedback to:

Oakville Support Centre

905-845-2756

9-505 Iroquois Shore Road Oakville, ON    L6H 2R3

Accessibility@splitsville.ca

 

Guests who provide formal feedback will receive acknowledgement of their feedback within 72 hours, along with any resulting actions based on concerns or complaints that were submitted.

 

NOTICE OF AVAILABILITY AND FORMAT OF DOCUMENTS

Where applicable, XB will notify guests that the documents related to the Customer Service Standards are available upon request and in a format that takes into account the guest's disability. Notification will be given by posting the information in a conspicuous place on premises, our website and/or any other reasonable method.

 

GENERAL PROVISIONS UNDER INTEGRATED ACCESSIBILITY STANDARDS 

PROCURING OR ACQUIRING GOODS, SERVICES OR FACILITIES

XB shall incorporate accessibility criteria and features when procuring goods, services or facilities, except where it is not practical to do so, in which case, if requested we will provide an explanation.   

 

 

 

 

MULTI-YEAR ACCESSIBILITY PLAN

XB has developed and will maintain a Multi-year Accessibility Plan which outlines our strategy to prevent and remove barriers from our buildings and meet its requirements under the Integrated Accessibility Standards. The plan will be revised and updated at least once every five years. The plan will be posted on the company website and made available in accessible format upon request. 

 

TRAINING  

XB will ensure that training is provided as required by the Integrated Accessibility Standards. The content of the training will include the requirements of the accessibility standards referred to in Ontario Regulation 191/11 and the Human Rights Code as it pertains to persons with disabilities. The training provided shall be appropriate to the duties of those being trained. 

 

Training will be provided as soon as practicable, as well as on an ongoing basis if changes to this policy occur. Where applicable, we will keep records of the training, including the date on which training is provided and the names of individuals to whom it is provided. 

 

MODIFICATIONS TO THIS OR OTHER POLICIES

No changes will be made to this policy before considering the impact on people with disabilities. Any company policy that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

 

ADMINISTRATION

The people and culture department is responsible for the implementation and administration of this policy. Exceptions to this policy may be approved by People and Culture and/or the owners of the company and dealt with on a case-by-case basis. This policy and its related procedures will be reviewed as required in the event of legislative changes, or changes to company procedures. 

 

If you have any questions or concerns about this policy or its related procedures please contact the people and culture department at accessibility@splitville.ca.