Lighthouse Festival Accessibility

Policy Statement (Purpose/Objective)

The objective of this policy is to ensure that the delivery of theatre services to persons with Disabilities meets the requirements of the Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c.11 and the regulations thereunder, including the Accessibility Standards for Customer Service, O. Reg. 429/07, and the Integrated Accessibility Standards, O. Reg. 191/11.

These standards require the theatre, including volunteers and third parties acting on behalf of the theatre, to establish policies, practices and procedures governing the provision of goods and service to persons with Disabilities.

The requirements of in this policy are not a replacement or a substitution for the requirements established under the Ontario Human Rights Code nor does this policy limit any obligations owed to persons with Disabilities under any other legislation.

Statement of Commitment

Lighthouse Festival Theatre Corporation will use reasonable efforts to ensure that its policies, practices and procedures promote accessibility and reflect the principles of independence, integration, dignity and equal opportunity.

The theatre values the contributions and participation of all citizens. To facilitate this involvement, the theatre is committed to providing goods and services that are accessible to all in a timely manner that respects their dignity and independence while providing for integration and equality of opportunity for all people, regardless of ability.

The Theatre’s policies, procedures and standards will take into consideration citizens who require assistive devices and will ensure they have the same ability to obtain, use or benefit from goods and services by providing measures to enable them to do so.

The Theatre is committed to ensuring that the Theatre’s transportation services, both conventional and specialized, as well as all other Theatre departments have a process to allow for patron feedback.

The Theatre will ensure when communicating with persons with disabilities, to do so in a manner that takes into account each person’s individual needs.

The Theatre is committed to welcoming persons with disabilities who are accompanied by a Support Person and Service Animals onto all Theatre owned and operated facilities open to the public.

The Theatre will provide notice to patrons when access to services and facilities are temporarily disrupted.

The Theatre will provide training to all theatre employees, volunteers and third parties relevant to this policy and associated procedures and standards.

The Theatre provides equal opportunity employment to all persons and will consider the accommodations for applicants and employees with disabilities.

Accessibility Definitions

Assistive Device

  • a device used to assist persons with disabilities in carrying out activities or in accessing the services and programs of the Theatre.


  • any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
  • a condition of mental impairment or a developmental disability,
  • a learning disability, or a dysfunction in one or more of the processes involved in
  • understanding or using symbols or spoken language,
  • a mental disorder, or
  • an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act 1997.

Guide Dog

  • A dog trained as a guide for a blind person and having the qualifications prescribed by the regulations to the Blind Persons’ Rights Act, R.S.O. 1990 c. B. 7.

Service Animal

  • an animal is a service animal for a person with a disability,
    • (a) if it is apparent that the animal is used by the person for reasons relating to his or her disability; or
    • (b) if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Service Disruption

  • a planned or unplanned unavailability of facilities and/or services operated by the Theatre. This may include but is not limited to closed washroom facilities, inoperable elevators, closed sidewalks, websites that are inoperable, etc.

Support Person

  • a person who accompanies a patron with a disability to help with communication, mobility, personal care or medical needs or with access to goods or services.


Support Persons

  • The Theatre will allow patrons with disabilities, who require to be accompanied by a Support Person in all Theatre owned, operated and leased public facilities.
  • The Theatre will ensure that both persons are permitted to enter the premises together and that the patron with a disability is not prevented from having access to the support person while on the premises.
  • The patron with a disability should notify a staff member regarding the presence of the Support Person.
  • If a patron with a disability is accompanied by a Support Person, staff shall provide, within reason, accommodation for that Support Person.
  • The Theatre will waive admission fees for Support Persons into facilities where admission is charged.
  • Need of a Support Person should be identified upon or prior to payment.
  • Staff shall direct all communication to the patron directly and not to the Support Person, unless directed to do so.
  • Any personal information collected shall only be collected directly from the individual to whom the information relates unless the individual authorizes another manner of collection in accordance with the provisions of the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA).
  • Staff will receive approval prior to releasing confidential information while a Support Person is present.
  • The Theatre may require a patron with a disability to be accompanied by a support person when on the premises, but only if a Support Person is necessary to protect the health or safety of the patron with a disability or the health or safety of others on the premises.

Service Animals

  • The Theatre will allow the Guide Dogs and Service Animals into all Theatre owned, leased and operated public facilities, and will ensure that the person is permitted to keep the Guide Dog or Service Animal with him or her unless the Guide Dog or Service Animal is otherwise excluded by law.
  • If it is not apparent that the animal is a Service Animal, the Theatre may ask the person with a disability to verify that the animal is a Service Animal by producing a certificate or document that the animal is required for the assistance of that person.
  • It should be noted that it is the responsibility of the person with a disability to ensure that his or her service animal is under control at all times.
  • Staff shall not touch, handle, feed or speak to the Guide Dog or Service Animal, unless permitted by the handler.
  • Staff will be able to provide direction to the nearest area that could be used as an animal relief area.
  • If a Guide Dog or Service Animal becomes a nuisance or cannot be controlled by the patron then the staff shall have the right to have the patron remove the Guide Dog or Service Animal from any Theatre owned, leased or operated publicly accessed facility.
  • If the Guide Dog or Service Animal becomes the source of conflict between two or more disabilities i.e. someone is being assisted by a Guide Dog or a Service Animal and someone else in the facility has an allergy to that particular animal, staff will make reasonable efforts to try to accommodate all parties.
  • If a person with a Guide Dog or Service Animal makes a special accommodation request, staff will make reasonable effort to accommodate the request. When possible, the patron is to make their accommodation request in advance of their arrival. Advanced notice will allow for time to determine if the request can be fulfilled. If accommodations cannot be made available staff will discuss other reasonable methods to provide alternative service.
  • Box office must be notified before the date of performance of any service animal in training who will be in attendance.

Assistive Devices

  • The Theatre will allow persons with disabilities to use their own personal Assistive Devices to obtain, use or benefit from the services offered by the Theatre .
  • Should a person with a disability be unable to access the Theatre’s services using their own personal Assistive Device, the Theatre will determine if service is inaccessible to a specific individual or is generally inaccessible; assess service delivery and potential service options to meet general needs or the needs of an individual; notify person seeking alternative service how they can access the service; and general changes will be posted on the Theatre website, as well as updating staff.
  • Staff will be knowledgeable of the presence and trained on the use of Theatre owned Assistive Devices. Staff will be available to allow access to Assistive Devices as required.

Format of Document

  • A person with a disability may make a request for documents produced by or on behalf of the Theatre in a format that meets the individual’s needs.
  • Notification that documents are available in alternative formats upon request will be posted on the Theatre website and at the Box Office(s). This notification will provide relevant contact information.
  • Requests for alternative formats should be honoured in the most practical manner depending on the media chosen, the size and complexity of the document, the quality and source of the documents and the number of documents to be converted.
  • Delivery of alternative formats shall be done in timely manner that considers individual needs due to disability and in which no additional cost is charged to the patron.
  • Conversion of a document into an alternative format shall be processed in-house wherever possible.
  • When requested by the patron to assist, staff will follow the process set out below when considering a request for alternative format:
    1. Staff completes any and all forms if patron is unable to do so
    2. If this is not feasible, staff will contact individual to discuss other solution(s).
    3. Resolution of request will be recorded and filed.

Service Disruption

  • When facilities, services or systems that may be relied on by persons with disabilities are disrupted, notice of the disruption must be posted.
  • Notice of the disruption must include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services, if any, that are available and accessible.
  • Whenever practical, Notice of Disruption will be issued two (2) weeks prior to the disruption of facilities, services or systems.
  • Notices of Disruption- planned or unplanned – shall be posted at buildings or properties owned, leased or operated by the Theatre in a conspicuous, convenient location; on the Theatre website and when appropriate in the local newspaper
  • Notice of Disruption shall be delivered or posted in an alternative format when requested
  • Any unplanned disruption of service will be identified as soon as reasonably possible by posting appropriate information in a conspicuous, convenient location on the premises.


The Theatre shall ensure that the following persons receive training about the provision of its goods or services to persons with disabilities:

  • Every person acting on behalf of the Theatre, including by not limited to employees, agents, volunteers, contractors, etc.
  • Every person who participates in developing the Theatre’s policies, practices and procedures governing the provision of goods or services.
  • (i) The training must include the following
    • Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005 c.11; associated Standards and the Ontario Human Rights Code.
    • How to interact and communicate with persons with various types of disability;
    • How to interact with persons with disabilities who use an assistive device or require the assistance of a Guide Dog/Service Animal or the assistance of a support person;
    • How to use equipment or devices available on the Theatre’s premises or otherwise provided by the Theatre that may help with the provision of goods or services to a person with a disability
    • What to do if a person with a disability is having difficulty accessing the Theatre’s goods or services.
  • (ii) The training must be provided to each person as soon as practicable after he or she is assigned the applicable duties.
  • (iii) Training must be provided on an ongoing basis about changes to the policies, practices and procedures governing the provision of goods or services to persons with disabilities.
  • (iv) The Theatre will maintain records detailing the training provided, as well as the name of the person, location and date the training was completed.

Feedback Process

  • Feedback from the public is welcomed as it may identify areas that require change and encourage continuous service improvements.
  • Feedback from a member of the public about the delivery of goods and services to persons with disabilities may be given by telephone, in person, in writing, in electronic format or through other methods of communication.
  • Information about the feedback process will be readily available to the public and notice of the process will be posted on the Theatre’s website ( and/or in other appropriate locations.
  • Feedback forms (with instructions) will be kept at the reception area of each department and facility and made available on the Theatre website.
  • All feedback information should be documented on the Theatre’s Accessibility Feedback Form. Staff may complete the form on behalf of a person with a disability when:
    • a) Feedback is from a person who is unable to provide written information due to their disability.
    • b) Feedback is received over the telephone.
  • All completed Accessibility Feedback Forms will be forwarded to the Administrative Director
  • Upon receipt of an Accessibility Feedback Form, the Municipal Accessibility Coordinator will contact the staff member specified on the feedback form to discuss possible solutions to the concern.
  • The customer with the concern will be contacted by the Administrative Director within 30 days, to discuss the various solutions and reach an agreement as to the most appropriate solution to the concern.
  • The outcome will be documented.


In considering design and construction of any new build or significant retrofit project of a Theatre owned operated, leased or funded project staff will consider accessibility requirements identified in the following:

a) The Ontario Building Code
b) The Integrated Accessibility Standard – Design of Public Spaces
c) Any additional requirements identified under the Accessibility for Ontarians with Disabilities Act

Requirements resulting in the highest level of accessibility will be met or exceeded.

Human Resources

Lighthouse Festival Theatre is committed to the fundamental principles of equal employment opportunity and accessibility. We are committed to treating people fairly, with respect and dignity, and to offer equal employment opportunities based upon an individual’s qualifications and performance – free from discrimination or harassment because of race, ancestry, place of origin, ethnic origin, colour, citizenship, creed, sex, sexual orientation, age, marital or same-sex partnership status, family status, disability and record of offences and in accordance with all applicable legislation. These principles apply to all aspects, terms and conditions of employment at Lighthouse Festival Theatre including recruitment, hiring, training, transfer, promotion, dismissal and layoffs. All forms and procedures used for employment purposes and human resources administration shall comply with the principles contained within this Policy.

Employment Standards


Lighthouse Theatre will notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment process.

Recruitment, Assessment or Selection Process

Lighthouse Theatre will notify job applicants, when they are individually selected to participate further in an assessment or selection process that accommodations are available upon request in relation to the materials or processes to be used. If a selected applicant requests an accommodation, Lighthouse Theatre will consult with the applicant and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

Notice to Successful Applicants

When making offers of employment, Lighthouse Theatre will notify the successful applicant of its policies for accommodating employees with disabilities, upon request.

Informing Employees of Supports

Lighthouse Theatre will continue to inform its employees of its policies (and any updates to those policies) used to support employees with disabilities, including policies on the provision of job accommodations that take into account an employee’s accessibility needs due to disability. This information will be provided to new employees as soon as practicable after commencing employment.

Accessible Formats and Communication Supports for Employees

Upon the request of an employee with a disability, Lighthouse Theatre will consult with the employee to provide, or arrange for the provision of, accessible formats and communication supports for information that is needed to perform his/her job, and information that is generally available to other employees. In determining the suitability of an accessible format or communication support, Lighthouse Theatre will consult with the employee making the request.

Workplace Emergency Response Information

Lighthouse Theatre will provide individualized workplace emergency response information to employees who have a disability, if the disability is such that the individualized information is necessary, and if Lighthouse Theatre is aware of the need for accommodation due to the employee’s disability. Lighthouse Theatre will provide this information as soon as practicable after becoming aware of the need for accommodation.

Where the employee requires assistance, Lighthouse Theatre will, with the consent of the employee, provide the workplace emergency response information to the person designated by Lighthouse Theatre to provide assistance to the employee.

Lighthouse Theatre will review the individualized workplace emergency response information when the employee moves to a different location in the organization, when the employee’s overall accommodations needs or plans are reviewed.

Return to Work Process

Lighthouse Theatre maintains a documented return to work process for its employees who have been absent from work due to a disability and who require disability-related accommodations to return to work. The return to work process outlines the steps Lighthouse Theatre will take to facilitate the return to work and will include documented individual accommodation plans as part of the process. This return to work process will not replace or override any other return to work process created by or under any other statute (ie., the Workplace Safety Insurance Act, 1997).

Performance Management, Career Development

Lighthouse Theatre will take into account the accessibility needs of employees with disabilities, as well as individual accommodation plans, when conducting performance management, providing career development and advancement to employees, or when redeploying employees.

Lighthouse Festival Theatre Alternative Format Request Form (click here for PDF of form).

Lighthouse Festival Theatre Accessibility Feedback Form (click here for PDF of form)

Lighthouse Festival Theatre Notification of Unplanned Disruption of Service (click here for PDF of sample letter)