Shorelines Casino is committed to supporting the rights and dignity of all of our customers and employees. We have created policies to support these values and to state, as explicitly as possible, the standards to which we hold ourselves accountable. These policies are presented here in the spirit of transparency and to provide information to the general public, employees and stakeholders.
Shorelines Casinos (OGELP) is committed to providing accessible customer service as outlined in the Ontario Regulation 429/07 Accessibility Standards for Customer Service – the four key principles of which are: dignity, equity, independence, and integration information to the general public, employees and stakeholders.
Shorelines Casinos (OGELP) is committed to providing its goods and services in ways that respect the dignity and independence of people with disabilities. We are committed to providing people with disabilities, access to our goods and services in a similar manner as other customers.
The Accessibility Standard for Customer Service, Ontario Regulation 429/07, became law on January 1, 2008. It is the first of five accessibility standards implemented under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). The Act and its Regulations are important steps that are required to creating a barrier-free and accessible Ontario by 2025.
CUSTOMER SERVICE TRAINING
All persons to whom this policy applies will receive training as required by the Accessibility Standards for Customer Service. Accessible Customer Service training has been provided to all employees who provide customer service to our patrons. Shorelines Casinos colleague records of training are kept onsite and include the dates of the training and reflect the number of individuals who received the training.
COMMUNICATION & DOCUMENTATION
We communicate with people with disabilities in ways that take into account their disability. Employees who interact with customers are provided with training on how to communicate inclusively with people with various types of disabilities. When providing a copy of a document to a person with a disability, our employees shall give the person the document, or the information contained in the document, in alternate formats and mediums for purposes of accommodation.
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 may offer a person with a disability other reasonable measures to assist the person in obtaining, using or benefiting from our goods and services. Where OGELP has such other measures available, this must be documented in policies, practices and procedures.
NOTICE OF TEMPORARY DISRUPTION IN SERVICE
We will make reasonable efforts to provide notice to customers, when possible, if services are unavailable. When a disruption occurs unexpectedly, notice shall conspicuously be posted as soon as possible.
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, other measures to provide services to the person with a disability may be used.
We ensure entry of customers with disabilities accompanied by a personal support person into all premises, subject to applicable age restrictions. Standard costs will apply to personal support workers accompanying persons with disabilities at special events. 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 or medical needs or with access to goods or services.
Our team is trained on emergency procedures and how to assist customers or staff that may require help during an emergency, including persons with disabilities.
We will acknowledge customer feedback in a timely manner that takes into account the customer’s disability. We will capture and track customer feedback through available tracking systems. If you have feedback about your accessible customer service experience, please visit our facility directly or visit our Guest Survey portal.
MODIFICATIONS TO THIS OR 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.