ACCESSIBLE CUSTOMER SERVICE

In line with the Accessibility for Ontarians with Disabilities Act (AODA), the Living Arts Centre (LAC) is dedicated to providing customer service to patrons with disabilities in a manner that:

  • respects their dignity and independence;
  • integrates as practical through service delivery and;
  • offers equal opportunity to our goods and services as other patrons are given.

These standards apply to the provision of goods and services to members of the public or other third parties by or on behalf of the LAC. All staff, volunteers, and third parties who are responsible for delivering services to the public are expected to comply with these policies.


ACCESSIBLE FEATURES
The LAC has a number of accessible features to assist patrons with disabilities while at the Centre. We can accommodate wheelchairs, walkers and scooters in Hammerson Hall, RBC Theatre, Live Restaurant, Gift Shop, Studio Spaces, Exhibition Gallery and all meeting rooms. To provide the best possible service please contact our Receptionist at 905-306-6180 or info.lac@livingarts.on.ca and inform us of your needs. In addition we offer the following:

  • designated drop off and pick up driveway at our south entrance located off Princess Royal Drive
  • automatic door openers located at all exterior entrances and on the west side of the parking garage lobby on levels P1 and P2
  • free accessible on-street and underground parking with the display of a current and valid disabled parking permit as issued by the Ministry of Transportation
  • elevator access to all levels of the Centre
  • accessible washrooms on each level of the Centre
  • limited number of wheelchairs available for transporting patrons throughout the Centre. Please call our box office in advance to ensure availability.

BOX OFFICE
The box office is open Monday – Saturday 10am – 6pm (closed on Saturdays during the months of July and August). The local phone number is 905-306-6000 or 1-888-8058888 within Canada. The email address is lac.boxoffice@livingarts.on.ca. The box office is located on the ground level of the Centre. Patrons who come in person to the LAC and cannot use the front counter at the Box Office due to mobility issues are welcome to enter the back office area, pending security clearance and with the accompaniment of a staff member.

Accessible seating for all ticketed performances is available for purchase online at www.livingartscentre.ca, over the phone or by coming in person to purchase your tickets. For all other performances, accessible seating is available over the phone or by coming in person.


ACCESSIBLE SEATING
For theatre performances accessible seating is available on the ground floor and second floor of Hammerson Hall and on the ground floor of RBC Theatre. Seating is based on availability and may be limited for some performances. Aisle and loose seating (with arms and armless) are offered for your use.

Armless loose chairs are provided in all meeting rooms and a limited number in Live Restaurant. Seating in studio spaces are on stools.


USE OF ASSISTIVE DEVICES
The LAC welcomes patrons with disabilities who require assistive devices to attend performances and participate in our arts programs, except where prohibited by law. For example, recording devices may not be used in the theatres due to copyright regulations. There also may be restrictions in some of the studios due to health and safety regulations. We ask that patrons with disabilities disclose their assistive device requirements at the time of purchase/enquiry so we may identify, remove, and prevent potential barriers within reason and without jeopardizing your or other participants’ safety.

Wheelchairs, Obus backrests and hearing enhancement devices are available upon request through the Box Office or on the day of the performance through the Front of House department. Our staff and volunteers are trained to use these devices and are able to demonstrate the proper use.


HEARING AND VISION DISABILITIES
Any patron with a visual impairment who is unable to read signs, locate landmarks or see hazards should contact us in advance at 905-306-6000 to arrange for assistance upon arrival. LAC does not provide material in Braille. Should you require assistance, a staff member would be happy to read information to enhance your visit. Upon request certain materials can be made available in a large font.

We offer, free of charge, hearing enhancement devices for use in Hammerson Hall and RBC Theatre. For patrons with hearing disabilities we recommend you contact us through Bell Relay Services at 1-800-855-0511.


USE OF SERVICE ANIMALS
A patron with a disability, who is accompanied by a service animal, will be permitted to enter selected areas of the premises that are open to the public. The care and control of service animals will be the responsibility of the person bringing them to the Centre. If attending the Centre, accommodations will be made, when available, for example aisle seats with extra leg room that will not obstruct other patrons, nor violate fire codes or evacuation procedures.


USE OF SUPPORT PERSON
If a patron with a disability is assisted by a support person, they will be granted the same access to all public areas of the LAC. For ticketed performances support persons are expected to have a ticket to enter the theatre. Applicable fees will be applied. Patrons should contact the Box Office for more information or to order tickets. For courses/camps, all details of a disability must be disclosed at the time of registration. Registered support workers are admitted to Community Courses/Camps free of charge but must have a Police clearance check (for children’s classes only).

Please note that the Living Arts Centre cannot provide a support worker.


NOTICE OF TEMPORARY DISRUPTIONS
The LAC will make every effort to communicate both planned and unplanned temporary disruptions to services in the Centre in a timely manner. Notice of the disruption will include information about the reason for the disruption, its anticipated duration, and a description of alternate facilities and services if available.

Notices will be communicated through posting the information throughout the premises (on entrance doors, at service counters, and on existing signage). We will also post information on our website at www.livingartscentre.ca, as is reasonable in the circumstances.


MEDICAL EMERGENCIES
Staff trained in First Aid and CPR procedures is on duty for all events. An Automated External Defibrillator is also available for public use. A house Doctor is present at selected performances. Please notify a staff member immediately upon needing any assistance.


FEEDBACK PROCESS
We welcome your feedback on how we are servicing you. Feedback can be provided by:

Phone 905-306-6180
Email info.lac@livingarts.on.ca
In person Living Arts Centre
4141 Living Arts Drive
Mississauga, ON L5B 4B8
Mail Director, Customer & Facility Services
4141 Living Arts Drive
Mississauga, ON L5B 4B8

We ask that you provide your contact information along with a detailed description of your feedback in order for us to provide the best possible service. All feedback will be responded to within three business days.

All feedback will be treated as confidential and may be shared with the LAC Senior Management Team for purposes of identifying gaps in our accessible customer service policies and procedures and to monitor improvements.


TRAINING
All Living Arts Centre staff, volunteers, independent contractors and any other people who interact with the public on our behalf will be trained by the LAC as outlined in the customer service standard.

Our in-house training program will be designed for staff to understand:

  • The purpose of the Accessibility for Ontarians with Disabilities Act (AODA)
  • The requirements of the Accessible Customer Service Standard
  • How to interact and communicate with persons with disabilities, including those who use service animals, support persons and assistive devices
  • What to do if a person with a disability is having difficulty accessing our goods and/or services.

Training will be provided on an ongoing basis as policies, procedures and practices change governing the provision of goods and services to patrons with disabilities or when a new staff member joins our team.

The CEO is responsible for ensuring records are kept of the training provided, including the dates and the number of individuals to whom it was provided.

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