Policy Statement

Cocotte Bistro is committed to eliminating barriers and improving accessibility for persons with disabilities in a manner that respects dignity, independence, integration, and equality of opportunity. Cocotte Bistro permits persons with a disability to use their own assistive devices when accessing our goods or services. These assistive devices may include but are not limited to: support persons, service animals, communication aids, cognition aids, mobility aids, and medical aids.

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Purpose

This policy is intended to meet the requirements of the Accessibility for Ontarians with Disabilities Act, 2005 and all related standards and regulations introduced under this legislation, ensuring that persons with disabilities are provided equal opportunities and standards of service. Reasonable efforts will be made to ensure that:

• Persons with disabilities are provided equal opportunity to obtain, use, and benefit from Cocotte Bistro’s goods and services.

• Goods and services are provided in a manner that respects the dignity and independence of persons with disabilities.

• Communications with a person with a disability are conducted in a manner that takes the person’s disability into account.

• Persons with disabilities may use assistive devices, service animals, and support persons as necessary to access Cocotte Bistro’s goods and services.

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Scope

This policy applies to all Cocotte Bistro employees as well as volunteers, agents, and contractors who act on behalf of or represent Cocotte Bistro in any manner.

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Procedures

Assistive Devices

The use of assistive devices by persons with disabilities to obtain, use, or benefit from Cocotte Bistro’s goods or services is recognized unless otherwise prohibited due to health and safety or privacy issues.

Support Persons

Persons with disabilities are permitted to be accompanied by their support person in areas/premises that are open to the public when accessing goods and services provided by Cocotte Bistro. If a person with a disability is accompanied by a support person, Cocotte Bistro shall ensure that both persons are permitted to enter the premises together and that the person with a disability is not prevented from having access to the support person while on the premises.

Service Animals

Persons with disabilities are permitted to be accompanied by their service animal and to keep that animal with them in areas/premises that are open to the public when accessing goods and services provided by Cocotte Bistro.

In the event that a service animal is otherwise prohibited by law from the premises, Cocotte Bistro will ensure that other measures are available to enable the person with a disability to obtain, use, or benefit from Cocotte Bistro’s goods and services.

Communication & Telephone Services

We will communicate with people with disabilities in ways that take into account their disability. We will train staff who interact with customers on how to communicate with people with various types of disabilities.

We will offer to communicate with customers by email if telephone communication is not suitable to their communication needs or is not available.

Service Disruptions

In the event of a planned service disruption to facilities, services, or systems that are relied upon by persons with disabilities to access Cocotte Bistro’s goods or services, notice of the disruption shall be provided in advance.

Notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities, services, or systems that may be available.

Notice may be given by posting the information in a prominent location on Cocotte Bistro’s premises, on Cocotte Bistro’s website, or by any other method reasonable under the circumstances. In the event of an unexpected disruption, notice will be provided as soon as possible.

Training

Employees, volunteers, and agents/contractors of Cocotte Bistro who interact with the public or other third parties on behalf of Cocotte Bistro, or who participate in developing Cocotte Bistro’s policies, practices, and procedures governing the provision of goods or services, will receive training on the following topics as outlined in Ontario Regulation 429/07:

• Review of the AODA and the requirements of Regulation 429/07

• How to interact and communicate with persons with various types of disabilities

• How to interact with persons with disabilities who use an assistive device, require the assistance of a service animal, or require the assistance of a support person

• What to do if a person with a particular type of disability is having difficulty accessing Cocotte Bistro’s goods or services

• Cocotte Bistro’s Accessible Customer Service policies, procedures, and practices

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Feedback Process

The ultimate goal of Cocotte Bistro is to meet and surpass customer expectations while providing service to customers with disabilities. Comments on our services regarding how well those expectations are being met are welcomed and appreciated.

Feedback from a member of the public or third party about the delivery of goods and services to persons with disabilities may be given by telephone, in person, in writing, in electronic format, or through other methods.

Feedback shall be received in any form (in person, by telephone, in writing, fax, or by email), and all such documents will be logged. All questions and concerns received by our Guest Services or Management Team shall be acknowledged within a maximum of 2 business days from the date of receipt. Response time to the feedback will depend on the issue but will not exceed 15 business days unless there are extenuating circumstances.

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Notice of Availability of Documents

Documents required under this regulation are available upon request. Cocotte Bistro will take into consideration the person’s disability and provide documents in an appropriate format. Cocotte Bistro and the person with a disability will agree on what format will be used.

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Questions About This Policy

This policy exists to achieve service excellence for customers with disabilities. If anyone has a question about the policy, or if the purpose of the policy is not understood, questions can be referred to the General Manager of Cocotte Bistro.