1.  Purpose

Chandelier Fine Dining LTD (“Chandelier”, “we”, “our”, or “us”) is committed to providing the best experience to all guests. We strive to provide accessible and equitable guest service by delivering goods and services in a way that respects the dignity, independence, integration and equal opportunity of our guests with disabilities. Chandelier is committed to meeting the accessibility requirements of Accessibility Standards for Customer Service under the Accessibility for Ontarians with Disabilities Act and adheres to the provision of goods and services to the public or other third parties, not to the goods.

2.  Scope

This policy applies to the provision of goods and services at premises operated by Chandelier. This policy applies to staff members that act on behalf of Chandelier when providing goods and services at and/or off the premises of Chandelier.

This policy outlines the provision of goods and/or services to guests with disabilities including: the use of assistive devices, service animals, and support persons by people with disabilities, how to notify guests about temporary disruptions in services and facilities, guest feedback related to our goods and services, training, and notifying guests about the availability and format of certain documents.

The section of this policy that addresses the use of service animals only applies to the provision of goods and services that take place at premises operated by Chandelier.

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

3.  Definitions

“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, and might assist with hearing, seeing, communicating, moving, breathing, remembering and/or reading.

“Disability” is a term that refers to:

(a) 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, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,

(b) a condition of mental impairment or a developmental disability,

(c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,

(d) a mental disorder, or

(e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act.

“Service Animal” is an animal for a person with disability if:

(a) it is readily 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.

“Support Person” means, in relation to a person with a disability, another person who accompanies him or her to help with communication, mobility, personal care or medical needs or with access to goods or services.

4.  General Principles

Policies and Practices

Chandelier has developed and will continue to maintain an Accessibility Plan outlining our strategy to prevent and remove barriers from our locations and to improve opportunities for persons with disabilities.

The Accessibility Plan will be reviewed at least once every five years and posted on our website.

Chandelier will make every reasonable effort to establish policies and practices that respect dignity, independence, integration and equal opportunity of our guests by
ensuring that all guests receive the same value and quality:

  • allowing guests with disabilities to do things in their own ways, at their own pace, when accessing goods and services if this does not present a safety risk;
  • using alternative methods when possible to ensure that guests 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 considers the guests’ disability.

Use of Assistive Devices

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Chandelier.

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. For example, the accommodation of a guest with an oxygen tank may involve ensuring the guest is in a safe distance from open flames to ensure safety for both the guests and the business.

Use of Service Animals and Support Persons

A guest with a disability that is accompanied by service animal is welcome at premises that are open to the public when accessing our goods and/or services unless the animal is otherwise excluded by law from the premises. “No pet” policies do not apply to service animals. Guide dog or service dog will be allowed access to food service areas that are open to the public unless otherwise excluded by law. Other types of service animals are not permitted into food service areas due to the Health Protection and Promotion Act.

If it is not readily apparent that the animal is being used by the guest for reasons relating to his or her disability, Chandelier may request verification from the guest that may include:

  • a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
  • a valid identification card signed by the Attorney General of Canada; or
  • a certificate of training from a recognized guide dog or service animal training school.

The guest that is accompanied by a service animal is responsible for maintaining care and control of the animal at all times.

If any f the guests have health and safety concern such as allergies from animals Chandelier will make all reasonable efforts to meet the needs of all individuals. When possible the second guest will be the one that is moved or adjusted.

If a guest with a disability is accompanied by a support person, the support person is welcome to the premises together with the guest and the guest will not be prevented from having access to the support person.

5.  Notice of Temporary Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Chandelier. In the event of any temporary disruptions to facilities or services that guests with disabilities rely on to access our goods or services, reasonable efforts will be made to provide advance notice.


This notice will include the reason for the disruption, its anticipated duration, as well as describe alternatives that may be available. This notice will normally be posted on a website and may also be posted on the premises, where appropriate in the circumstances. If possible, Chandelier will also contact those guests with disabilities that have reservations and verbally notify guests when they are making a reservation through the phone.

6.  Guest Feedback Process

Chandelier has established a feedback process to ensure guests with disabilities are able to provide us with feedback on our goods and services. Feedback is always welcome and can be submitted in the following formats: in person, by telephone, by mail, by email and by website. guests who wish to provide feedback onsite verbally can do so to Chandelier Manager.

Guests can also submit feedback to:

Chandelier will ensure that its guest feedback process is accessible to guests with disabilities by providing or arranging for the provision of accessible formats and communications supports, upon request.

7.  Training

Accessibility for Ontarians with Disabilities Act Training will be provided to all staff. Ontario Accessibility Customer Service Training will be provided to the staff who deal with the public and act on behalf of Chandelier, and those who are involved in the development and approval of guest service policies, practices and procedures.

Training will be provided within the first week of employment.

8.  Notice of Availability and Format of Documents

Upon request Chandelier will provide information in an accessible format and with communication supports that consider the guest's accessibility needs.

Chandelier will also notify the public about the availability of accessible formats and communication supports. Notification will be given by posting the information in a conspicuous place at Chandelier’s premises, the website, or any other reasonable method.

Chandelier will ensure that its website conform with the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) except where this is impracticable.

9.  Contacting Us

If you have any questions or concerns about this policy, please contact us at: