CARA Accessibility Procedures

PURPOSE

CARA is committed to providing the Perfect Guest Experience to all Guests. Part of this experience includes providing accessible and equitable Guest service. CARA will provide its goods and services in a way that respects the dignity and independence of our Guests with disabilities. CARA will offer Guests with disabilities the same opportunity to access CARA's goods and services and to benefit from them in a similar way as other Guests. CARA is committed to meeting the accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

PROVIDING GOODS AND SERVICES TO PERSONS WITH DISABILITIES

CARA 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 Guests receive the same value and quality;
  • Allowing Guests with disabilities to do things in their own ways, at their own pace when accessing CARA's goods and/or services as long as this does not present a safety risk;
  • Using alternative methods when possible to ensure that Guests with disabilities have access to the same services, in the same place and in a similar manner;
  • Taking into account individual needs when providing goods and/or services; and
  • Communicating in a manner that takes into account a Guest's disability.

COMMUNICATION - PRINT MATERIAL ACCOMMODATIONS PROCEDURES:

To ensure accessibility of our goods and/or services, upon request, CARA's Associates will engage in alternate methods of communication with a Guest. One alternate method of communication is using print materials to communicate with a Guest. This includes:

  • Providing a note pad and pen to a Guest to allow him/her to communicate in writing.
  • Associate reading print information aloud to a Guest.
  • Providing alternate forms of documents, such as braille menus, as well as informing Guests information is available on our websites.
  • If a solution or accommodation is not readily available or provided, the Guest's request will be recorded and accommodated to the best of our ability.

COMMUNICATION - TELEPHONE SERVICES

CARA is committed to providing fully accessible telephone service to all Guests. We will train CARA Associates to communicate with Guests over the telephone in plain language, while speaking clearly and slowly. We will also make our Associates familiar with technologies intended for persons with disabilities. CARA will offer to communicate with Guests by e-mail, fax, or letter if telephone communication is not suitable to their needs or is unavailable.

ASSISTIVE DEVICES PROCEDURES::

CARA will ensure that assistive devices on Company premises (where available) are in good working order and that Associates are able to use these devices to assist Guests with disabilities.

CARA Associates will maintain a strong working knowledge of the presence and location of all assistive devices available on Company premises, including:

  • Elevator(s)
  • Automatic doors
  • Wheelchair accessible ramps/tables

Upon request, Associates will direct Guests to the location of assistive devices on Company premises as well as assist them in the correct use of the device.

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 the access of goods and/or services to Guests with disabilities including:

  • Take out services
  • Delivery services (where available)
  • Alternative meeting locations

BILLING/INVOICES PROCEDURES

CARA will be responsible for ensuring that the alternative formats of bills/invoices are available upon request. Alternative formats include:

  • Hard copy
  • Large print
  • Email
  • Providing a magnifying glass

USE OF SERVICE ANIMALS AND SUPPORT PERSONS

SERVICE ANIMAL PROCEDURES

If a Guest does not have documentation for their service animal but it appears to be reasonable that the animal is providing assistance, the animal should be permitted on CARA premises (except in circumstances where animals are excluded by law).

No service animal will be evicted, excluded or separated from its owner unless the animal demonstrates behaviour posing a direct threat to the health and safety of others or is excluded by law.

If service animals are excluded by law, CARA will provide alternative ways for persons with disabilities to access its good and/or services including:

  • Take out services
  • Bringing the goods and/or services to a reasonable location where the service animal is permitted
  • Delivery services (where available)

If a health and safety concern presents itself, for example another Guest has a severe allergy to the service animal CARA will make all reasonable efforts to meet the needs of all Guests by providing distant seating arrangements.

SUPPORT PERSON PROCEDURES

Support persons will be permitted access to CARA goods and/or services in the same manner as any other Guest. CARA will ensure that both the Guest with the disability and the support person are allowed to enter the premises together and that the Guest is not prevented from having access to the support person.

Where the presence of a support person is required, any applicable admission fee will be waived. Any required written materials will be provided to both the Guest and the support person.

NOTICE OF TEMPORARY DISRUPTION PROCEDURES

Management is responsible for posting notices regarding any disruption to services. A template notice for posting is available on myCARA or Intelliprime.

Notices will be posted on the restaurant/office location front entrance as well as at the point of disruption as soon as practicable. If the disruption is planned, such as elevator maintenance, the notice will be provided in advance.

Notices will include the reason for the disruption, its expected duration as well as a description of any alternative facilities and/or services available. Guests will be verbally notified of the temporary disruption in service when they are making a reservation or appointment.

All efforts will be made to rectify any service disruption that is within the control or knowledge of CARA as soon as practicable

TRAINING PROCEDURES

All existing Associates, volunteers and third party business partners completed training prior to January 1, 2012. All new Associates will complete training within the first week of employment. All training will be documented and made available to Government Inspectors upon request.

Training will be conducted online. Alternative training formats will be available, one on one, in writing, etc. upon request to meet the need of the individual. Training content will include all aspects of the Accessibility Standards for Customer Service and any other information as is necessary. Training needs will be reviewed and updated as required to reflect any legislative or organizational changes.

FEEDBACK PROCESS PROCEDURES

Information regarding our feedback process will be readily available to our Guests. The information will include where and in what ways Guests can provide feedback, what information a Guest should provide in making a complaint, who will be responsible for receiving the feedback, what actions will be taken, and a timeframe for receiving a response. Information about the feedback process is available at the restaurant.

CARA's Guest service business partners will be responsible for receiving, handling and responding to all Guest complaints. CARA will be responsible to ensure that all Guest complaints are resolved. Feedback received from Guests will be considered confidential.

Complaints will be addressed according to the complaint policy already established in our Company's management procedures.

QUESTIONS ABOUT THESE PROCEDURES

The purpose of these procedures ensures that we provide a framework through which CARA can achieve the Perfect Guest Experience for Guests with disabilities. If anyone has a question about the procedures, or if the purpose of these procedures is not understood, an explanation should be provided by, or referred to:

In Writing: CARA Operations Limited, 199 Four Valley Dr., Vaughan, ON L4K 0B8
By Phone: (905) 760-2244 or 1-800-860-4082
Email Address/Website: accessibility@cara.com or www.cara.com