Accessibility Standard for Customer Service
Through the Accessibility for Ontarians with Disabilities Act (AODA) Customer Service Policy, the Stirling Festival Theatre is committed to excellence in serving all customers, including those with disabilities.
The Board and management team will make every effort to ensure that our policies, practices and procedures are consistent in offering independence, dignity, integration, and equality of opportunity to all persons with disabilities.
The staff and volunteers of the Stirling Festival Theatre will communicate with people with disabilities in ways that take into account their disabilities. This includes oral and written communications. We will strive to make our communications clear and offer alternatives to persons with disabilities in order to best serve their needs.
An elevator located in the lobby of the Stirling Library, next door to the theatre, is available for access to the Eugene Burrell Hall. Both staff and volunteers will be trained in the appropriate use of the elevator.
Wheelchair Seating Area
The SFT auditorium is wheelchair accessible and equipped with special seating locations. Please call our Box Office to reserve wheelchair accessible seats. Patrons using wheelchairs are requested to arrive no later than 30 minutes prior to the performance.
It is the policy of the Stirling Festival Theatre to accommodate any patron with an assistive device such as by providing appropriate seating, assisting with access to the elevator and providing wheelchair accessible washrooms.
The staff and volunteers of the Stirling Festival Theatre recognize that there are many different types of service animals. Service animals are allowed in any of our public access areas. Service animals are not allowed in areas of the theatre that are not open to the public. Staff and volunteers may ask for a letter from a physician or nurse verifying that their animal is required for reasons relating to their disability if not readily apparent.
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on the premises. The full admission price will be charged to the support person for admission to events at the Stirling Festival Theatre. This policy will be printed in our brochure and listed on our website so that persons requiring a support person will be aware of our policy prior to attending our events.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities such as the use of the shared access elevator located in the Stirling Public Library, the Stirling Festival Theatre will post a notice of the disruption including the reason for the disruption and the anticipated length of time of the disruption. This notice will be placed on the Theatre’s main doors and Box Office door.
Training for all staff
The Stirling Festival Theatre will provide training for employees, volunteers and others who deal with the public. All new staff and volunteers will receive training within the first month of starting with the Stirling Festival Theatre. Training will include:
- An overview of the Accessibility of Ontarians with Disabilities Act and the requirements of the customer service standard.
- The Stirling Festival Theatre’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 use an assistive device or require the assistance of a service animal or a support person.
- How to use the shared access elevator available on-site.
- What to do if a person with a disability is having difficulty in accessing the Stirling Festival Theatre’s services.
- Staff will also be trained when changes are made to the plan.
Feedback about the delivery of services to persons with disabilities is welcomed, as it may identify areas that require change and assist us with continuous service improvement. Such feedback may be made by telephone, in person, in writing or via email.
Where possible, feedback will be addressed immediately. Some feedback may require more effort to address appropriately and may need to be reviewed before any action is taken. The Stirling Festival Theatre will respond within 15 business days.
Please direct your comments and requests about accessibility to: Charlotte Danford, General Manager, 613-395-2100 / 877-312-1162, ext 202, or firstname.lastname@example.org.