This policy is intended to meet the requirements of the Customer Service Standards included in the Integrated Accessibility Standards under the Accessibility for Ontarians with Disabilities Act, 2005. It applies to the provision of goods and services to the public or other third parties, not to the goods themselves.
All goods and services provided by WildBrain shall follow the principles of dignity, independence, integration and equal opportunity.
Assistive Device – Is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.
Disability – The term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:
Guide Dog – Is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased independence for people who are blind.
Service Animal – an animal is a service animal for a person with a disability if:
Service Dog – As reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:
Support Person – a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.
In accordance with the Customer Service Standards, this policy addresses the following:
WildBrain 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:
Customer’s Own Assistive Device(s)
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by WildBrain.
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.
A customer with a disability that is accompanied by a 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.
If a guide dog, service animal or service dog is excluded by law (see applicable laws below) WildBrain will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).
Dog Owners’ Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.
Recognizing a Guide Dog, Service Dog and/or Service Animal
If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, WildBrain may request verification from the customer.
Care and Control of the Animal
The customer who is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all times.
If a health and safety concern presents itself for example in the form of a severe allergy to the animal, WildBrain will make all reasonable efforts to meet the needs of all individuals.
If a customer with a disability is accompanied by a support person, WildBrain will ensure that both people are allowed to enter the premises together and that the customer is not prevented from having access to the support person.
There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations, WildBrain will make every reasonable attempt to resolve the issue.
In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of WildBrain. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use WildBrain’s goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.
Notifications will include:
If a notification needs to be posted the following information will be included unless it is not readily available or known:
When disruptions occur WildBrain may provide notice by:
WildBrain shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process may be requested by phone, email or mail. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request.
Customers can submit feedback to Talent
By regular mail:
Attention: Accessibility – Talent
Queen’s Quay Terminal
207 Queens Quay W., Suite 550
M5J 1A7 Canada
Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
Training will be provided to the following parties in Ontario:
Regardless of the format, training will cover the following:
WildBrain will provide training to new employees, volunteers, agents and/or contractors as soon as practicable. Revised training will be provided in the event of changes to legislation, procedures, policies, and/or practices.
Record of Training
WildBrain will keep a record of training that includes the dates training was provided and the number of employees who attended the training.
WildBrain shall notify customers that the documents related to the Customer Service Standards are available upon request and in a format that considers the customer’s disability. Notification will be given by posting the information in a conspicuous place owned and operated by WildBrain, WildBrain’s website and/or any other reasonable method.
This policy and its related procedures will be reviewed as required in the event of legislative changes, or changes to company procedures. WildBrain will review and update the Accessibility Policies and Plans at least once every five years.
Last updated: June 26, 2020