Accessible Customer Service Plan
Providing Goods and Services to People with Disabilities
Orchestra London is committed to provide customer service that respects the dignity and independence of persons with disabilities.
Communication
We will communicate with people with disabilities in a way that takes into account the disability.
In cases of office closure or concert cancellation due to unforeseen circumstances, notice of such will be placed on the website and in conspicuous places on our premises and/or the concert venue.
Service Animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Companions to disabled patrons who provide a certificate from an accredited aid organization will receive a complimentary companion ticket.
At a minimum, based upon availability, you will be permitted to purchase tickets for you and one guest beside you. You may also purchase tickets based upon availability for additional guests in close proximity to our wheelchair sections.
Facilities
Effort will be made to ensure all Orchestra events take place in fully accessible venues for people with accessibility issues. When this is not the case, efforts will be made to remedy the situation with solutions based on the needs of the patron, specifications of the venue and the venue’s policies.
All efforts will be made to assist patrons with accessibility issues in accessing Orchestra London offices.
Seat Relocation
If you are a wheelchair user and obtain non-accessible tickets, the Front of House Manager or Box Office personnel should be contacted immediately to be relocated. In some instances, seats on the main floor may be purchased at a reduced price due to inaccessibility to the lower priced seating on upper levels. These cases are handled individually.
Wheelchair/Walker Storage
We will gladly store your walker or wheelchair during an event to eliminate congestion in the seating areas. Please contact a staff member or usher for assistance.
Training for Staff and Volunteers
Individuals in the following positions will be trained:
Staff, Front of House Managers, Box Office Staff, Volunteers and Ushers
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Orchestra London’s plan related to the customer service standard
- How to interact and communicate with people with various types of disabilities
- How to interact with people with disabilities who require the assistance of a service animal or a support person
- What to do if a person with a disability is having difficulty accessing a venue
Feedback Process
Customers who wish to provide feedback on Orchestra London may do so through e-mail on our website, in person, by phone or by mail. All feedback should be directed to the Sales and Marketing Team.
Responses to feedback will be drafted and delivered as soon as possible after receipt of the original comment. Complaints will be dealt with as detailed above and a review of policies and procedures may be undertaken if warranted by said complaint and any resultant changes communicated to all concerned parties.
Hard copies of the Accessibility Standard for Customer Service are available upon request. Please call (519) 679-8558 ext. 224 for more information.