Accessible Customer Service Plan

Neb's Fun World is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

Neb's Fun World understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.

Neb's Fun World is committed to complying with both the Ontario Human Rights Code and the Accessibility of Ontarians with Disabilities Act, 2005. We are committed to excellence in serving all customers including people with disabilities.

Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

People with disabilities may use their personal assistive devices when accessing our goods, services or facilities. In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities. If an individual has a cast or brace there are limitations on the attractions as this may pose a safety risk to others. For example, if you have an arm or wrist cast and you bump into an individual it may pose an injury to yourself and another person. Please speak with a staff member for clarification.

We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities. Once our staff is hired they are required to take our AODA test in our training and they are shown in orientation where assistive devices are located and how to communicate our policies and assistive methods. Staff members are encouraged to ask for clarification if they are unsure or forget our policies. An example of an assistive device is our metal bowling ramp that helps with individuals who are unable to roll the bowling ball down the lane for different reasons. Workers are shown where they are located, how to put them together and to teach individuals how they can be used.

Private washroom facilities for guests needing the assistance of a support person are available at all family washroom locations. There are signs at each washroom to indicate that it is a family washroom location. Family washrooms are located at both East and West Ends of our facility. The West End of the facility has both a family washroom and Wheelchair accessible stalls for individuals who require them. Please ask a staff member if you require an assistance locating these washrooms. We also honour requests for bowling lanes or tables to be close as possible to a washroom if needed. Please let us know ahead of time.

We will communicate with people with disabilities in ways that take into account their disability. This may include the following:

  • We will work with the person with a disability to determine what method of communication works for them.
  • We will communicate through signs, web advertising, oral communication through conversation and with in person alerts (such as pre recorded messages at most attractions that describe the ride), use of pamphlets or whichever method of communication our guest has established works for them.

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

A regulated health professional is defined as a member of one of the following colleges:

  • College of Audiologists and Speech-Language Pathologists of Ontario
  • College of Chiropractors of Ontario
  • College of Nurses of Ontario
  • College of Occupational Therapists of Ontario
  • College of Optometrists of Ontario
  • College of Physicians and Surgeons of Ontario
  • College of Physiotherapists of Ontario
  • College of Psychologists of Ontario
  • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:

  • explain why the animal is excluded
  • discuss with the customer another way of providing goods, services or facilities

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. An entrance Fee will not be charged for support persons. Support persons are welcome to assist with bowling, going on an attraction at no cost. If they would like to bowl their own game they will be charged the special needs price. Our staff will notify you of this policy before you pay for the attractions.

n certain cases, Neb's Fun World might require a person with a disability to be accompanied by a support person for the health or safety reasons of:

  • the person with a disability
  • others on the premises

Before making a decision, Neb's Fun World will:

  • consult with the person with a disability to understand their needs
  • consider health or safety reasons based on available evidence
  • determine if there is no other reasonable way to protect the health or safety of the person or others on the premises

If Neb's Fun World determines that a support person is required, we will waive the admission fee or fare for the support person.

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Neb's Fun World will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be made publicly available in the following ways: signs, social media and in person or phone communication.

Neb's Fun World will provide accessible customer service training to:

  • all employees and volunteers
  • anyone involved in developing our policies
  • anyone who provides goods, services or facilities to customers on our behalf.
  • Staff will be trained on accessible customer service before their first scheduled shift.

Training will include:

  • Purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Neb's Fun World’s policies 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 equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities.
  • What to do if a person with a disability is having difficulty in accessing Neb's Fun World's goods, services or facilities.
  • Show our staff members where our accessible parking is and make sure to check if our automatic opening doors are working. We will also make sure all walkways are clear and large enough for wheel chairs and other assistive devices.
  • For anyone with food restrictions and special dietary needs, ingredients are posted on our website or you are welcome to ask for a print out of our ingredients at our cafe.
  • Staff will also be trained when changes are made to our accessible customer service policies.
  • Neb's Fun World welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

    Customers who wish to provide feedback on the way Neb's Fun World provides goods, services or facilities to people with disabilities can provide feedback by: in person communication with any of our staff members. All staff will be directed to bring customer's concerns to managers. Other ways of providing feedback can be done through direct messaging on our social media pages or by a written statement that can be done when you are at our facility (please go to the Information Desk) or email.

    All feedback, including complaints, will be handled in the following manner:

    • If there is feedback (possible complaint) it will be directed to a manager. They are trained to try to deal with the situations at the time of the complaint. Whether it is putting an attraction out of order, providing a refund or writing down the complaint with the concerned individual with them.
    • Customers can expect to hear back in 1-2 days. Depending on the concern it could be dealt with immediately (which is always preferred) or it may have to be investigated (video surveillance, tracking down employees who were on shift at the time, etc).
    • Neb's Fun World will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

    Neb's Fun World will notify the public that documents related to accessible customer service, are available upon request by posting a notice on our website and signage on our doors. We will also have information available at our information desk.

    Neb's Fun World will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

    Any policies of Neb's Fun World that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

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