SMITH BROS. STEAKHOUSE TAVERN

ACCESSIBLE CUSTOMER SERVICE POLICY

Intent & Scope

This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.

Policy Statement

Smith Bros. Steakhouse Tavern is committed to ensuring that all persons with disabilities are treated with dignity and respect and that all services provided follow the principles of independent and equal opportunity.

Provision of Goods and Services

Smith Bros. Steakhouse Tavern 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 customers receive the same value and quality;

  • allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
  • using alternative methods when possible to ensure that customers 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 services; and
  • communicating in a manner that takes into account the customer’s disability.

Assistive Devices

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Smith Bros. Steakhouse Tavern. 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 services.

Service Animals

A person with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.

A customer with a disability that is accompanied by guide dog or service dog will be allowed access to food service areas that are open to the public unless otherwise excluded by law.

If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, Smith Bros. Steakhouse Tavern may request documentation from a regulated health professional confirming that the person requires the animal for reasons related to the disability.

Support Persons

If a customer with a disability is accompanied by a support person, Smith Bros. Steakhouse Tavern will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.

Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Smith Bros. Steakhouse Tavern. In the event of any temporary disruptions to facilities or services that customer’s with disabilities rely on to access or use Smith Bros. Steakhouse Tavern’s goods or services, reasonable efforts will be made to provide advance notice.

Accessibility Training

Training is provided to all employees as well as those who participate in the development of the Smith Bros. Steakhouse Tavern policies, practices and procedures governing the provision of goods and services to members of the public. Revised training is provided in the event of changes to legislation, procedures and/or policies.

Training Schedule

Smith Bros. Steakhouse Tavern will provide training as soon as practicable. Training will be provided to all existing employees as well as new employees. Revised training will be provided in the event of changes to legislation, procedures or practices.

Record of Training

Smith Bros. Steakhouse Tavern will keep a record of training that includes the dates training was provided and the number of employees who attended the training.

Feedback Process & Availability of Formats of Documents

Smith Bros. Steakhouse Tavern shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities.

Smith Bros. Steakhouse Tavern shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer’s disability.

Customers may submit feedback by speaking with the Restaurant Manager or by contacting:

Newgen Restaurant Services Inc.
123 Rexdale Boulevard
P.O. Box 30225
Toronto ON M9W 0B1
Attn : Human Resources
Telephone/Fax: (416) 751-8731
e-mail: lbeaty@champs.mb.ca

Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted in a timely manner.

Changes to Existing Policy

This policy and its related procedures will be reviewed as required by the legislation and revised in the event of legislative changes.

INTEGRATED ACCESSIBILITY MULTI-YEAR PLAN

Statement

Smith Brothers Steakhouse Tavern shall follow the principles of dignity, independence, integration and equal opportunity for all people. Smith Brothers Steakhouse Tavern is committed to providing a safe and accessible environment for any person with a disability. We are committed to removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005 and Ontario’s accessibility laws.

Purpose

The multi-year accessibility plan outlines the policies that are currently in place and future plans to remove and prevent barriers to accessibility and meet the accessibility requirements of the Integrated Accessibility Standards Regulations (IASR).

Training

Smith Brothers Steakhouse Tavern is committed to training employees, volunteers and/or third parties that act on our behalf including those who develop our policies on the requirements of the Integrated Accessibility Standards Regulations and the Human Rights Code as it pertains to people with disabilities.

Smith Brothers Steakhouse Tavern will ensure that all persons are provided with the training needed to meet Ontario’s accessibility laws by, ensuring training is provided as required by the IASR. Training will be provided as soon as practicable and we will ensure a record of training sessions is maintained (stating the date and the number employees who attended the sessions). We will also ensure that training is provided in the event of policy or procedural changes.

Information and Communication Standards

Smith Brothers Steakhouse Tavern will continue to implement methods of communication that are accessible to people with disabilities as technology progresses. If we are unable to accommodate a person with a disability, we will provide an explanation.

Smith Brothers Steakhouse Tavern is committed to meeting the information and communication needs of customers with disabilities and will consult with them to provide for those needs.

Emergency Response

Smith Brothers Steakhouse Tavern has in place an Emergency Response Policy and procedures that were developed under the Policy. Upon request, we will provide accommodation and information that takes into account a person’s disability. In the case of an emergency, all employees are trained in safe evacuation procedures.

Smith Brothers Steakhouse Tavern will review the Emergency Response Plan annually to determine if revisions are required. Additionally, any renovations that take place to existing premises will require that we review and if applicable, revise the Emergency Response Plan to ensure the safety of our employees and guests. In the event of any revisions to the Emergency Response Plan, the information will be conveyed to our employees and re-training on the policies and procedures will be provided.

All Smith Brothers Steakhouse Tavern Restaurants have a location-specific Emergency Response Plan and are in compliance with the Ontario Fire Code.

Feedback Process

Smith Brothers Steakhouse Tavern provides customers with the opportunity to provide feedback on the service provided to customers with disabilities.

Guest Feedback may be provided by speaking with the Manager at the restaurant in person or by phone, or by contacting:

Newgen Restaurant Services Inc.
123 Rexdale Boulevard
P.O. Box 30225
Toronto ON M9W 0B1
Attn: Human Resources
Telephone/Fax: (416) 751-8731
e-mail: lbeaty@champs.mb.ca

Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted in a timely manner. Accommodations for customers with disabilities will be provided, upon request, and at no cost.

Website Accessibility

Smith Brothers Steakhouse Tavern is committed to making our website and web content conform to the WCAG 2.0, Level AA when making changes to or upgrading our website. We will ensure that our website and web content are fully accessible by the required date.

Compliance date: January 1, 2021
Completed: ongoing

Employment Standards

Smith Brothers Steakhouse Tavern is committed to providing a safe and accessible environment for any person with a disability and removing and preventing barriers to accessibility.

Recruitment

Smith Brothers Steakhouse Tavern welcomes and encourages applications from people with disabilities. We will, when advertising job positions, state that accommodations for job applicants with disabilities are available, on request. During the hiring process, we will inform job applicants when they are selected for an interview that accommodation will be provided, upon request.

If an applicant or successful candidate requests an accommodation, we will discuss their needs with them and provide accommodation that takes into account the applicant’s accessibility needs due to a disability.

Public requests for information regarding our hiring process with regard to accommodating the needs of people with disabilities will be provided verbally, in writing (hand-written or e-mail) or by visiting our website.

Notice to Successful Applicants

We will, when making offers of employment to a successful applicant, inform them of our policies on accommodating employees with disabilities.

Informing Employees of Supports

We will inform all employees (new and existing) of our policies used to support our employees with disabilities, including provision of job accommodations that take into account the employees accessibility needs. Information may be provided by, memos, pre-shift meetings, general staff meetings and one-on-one conversations.

Accessible Formats and Supports

Smith Brothers Steakhouse Tavern is committed to meeting the needs of our employees with disabilities. Upon request, we will consult with employees to determine formats and supports that will provide accommodation.

Individual Accommodation Plan and Return to Work Process

Smith Brothers Steakhouse Tavern will develop and put in place a process to document Individual Accommodation Plans and Return to Work Plans for employees that have a disability, or employees that develop a disability during their employment with us.

We will develop plans that include ensuring the employee participates in the development of the plan, individual assessment, (Smith Brothers Steakhouse Tavern may request medical or other expert services in regard to the disability), ensuing the privacy of the employee information, ensuring that a timeline is established for review of information. We will also provide the plan in a format that accommodates the employee’s disability and provide a reason if the plan is denied.

Performance Reviews, Career Development and Redeployment

Smith Brothers Steakhouse Tavern will take into account the accommodation needs of employees with disabilities when conducting formal and informal performance reviews, providing career development and advancement information, and when redeploying an employee.

Public Spaces

Smith Brothers Steakhouse Tavern is committed to incorporating accessibility features for people with disabilities when considering building or redeveloping public spaces.

For More Information contact:

Newgen Restaurant Services Inc.
123 Rexdale Boulevard
P.O. Box 30225
Toronto ON M9W 0B1
Attn : Human Resources
Telephone/Fax: (416) 751-8731
e-mail: lbeaty@champs.mb.ca
website: www.smithbrotherssteakhouse.com

Changes to Plans

These plans, related policies and procedures will be reviewed as required by the legislation and revised in the event of legislative changes, or when there are changes to Smith Brothers Steakhouse Tavern Policies and/or procedures.