OSEG Accessible Customer Service Policy
Ottawa Sports and Entertainment Group operates the Ottawa REDBLACKS Football Club, the Ottawa Fury FC and Ottawa 67’s Hockey Club (referred to in this policy together as OSEG). OSEG is dedicated to creating a ‘best in class’ destination for families and guests of all ages that offers unique sports and entertainment experiences and creates cherished memories. With our four core values of Teamwork, Integrity, Passion and Innovation we strive to create memorable experiences for all of our guests.
OSEG is committed to the provision of goods and services to people with disabilities in a manner consistent with the principles of dignity, independence, integration and equal opportunity. Furthermore, such goods and services will be provided in accordance with the spirit and intent of all applicable legislation including the Accessibility for Ontarians with Disability Act (AODA), the Ontario Human Rights Code (OHRC), the Occupational Health and Safety Act, and the Ontario Building Code Act.
OSEG is committed to providing fully accessible service to our guests. Our Guest Relations Team is trained to communicate with people with disabilities in a in a clear and respectful manner, taking into account each person’s particular disability. We offer to communicate with guests using the relay service or by email, text or mail if telephone communication is not suitable for their needs or is not available. Hard and soft copies of this and other OSEG policies are available in regular or large font, and may be mailed or emailed on request. OSEG’s internet and web content conforms to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0 at Level A. By January 1, 2021 all website and web content shall conform to WCAG 2.0 Level AA.
TD Place welcomes guests with disabilities and encourages them to use their own personal assistive devices. TD Place also offers the use of assistive listening devices during events at TD Place, as well as wheelchairs* and wheelchair escorts for temporary transit within the facility. Guests requiring the use of an oxygen tank may bring it with them into the facility, however we ask that guests notify our Guest Relations Team so that we can determine if their current seat is the best accommodation for this assistive device.
*Please note that we do not do not have wheelchairs that guests may keep for the duration of the event.
TD Place offers elevators, family washrooms for people with disabilities and their support person as well as wheelchair accessible stalls in all washrooms.
TD Place will provide notice to the public when there is a temporary disruption of access to facilities or good and services usually used by our guests with disabilities. This notice will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or goods and services that may be available. Notice of the disruption will be posted in reasonable places including the Box Office, Guest Relations booths and, where possible, at the point of disruption. When possible, disruptions that are known in advance will be posted online.
Accessible seats at TD Place may be purchased as a single or in pairs to accommodate the guest and a support person by phoning Capital Tickets at 613-599-FANS (3267) or at 877-788-FANS (3267). Accessible season tickets or packages may be purchased by calling the OSEG Sales Team at 613-232-6767 Ext 1. Guests who wish to purchase a ticket for an accessible seat at the event, should visit our Box Office located beside Gate 3. Accommodation will be based on availability and cannot be guaranteed.
Exchanging Standard Tickets for Accessible Seating:
Season Seat Holder – Season Seat Holders looking to exchange their standard seat for an accessible seat should contact the Sales Team at 613-232-6767 Ext 1. Exchanges will be processed based on ticket availability.
Seats gifted from a Season Seat Holder – If a guest is given a ticket for a standard seat from a Season Seat Holder and is looking to exchange it for an accessible seat, he/she should contact the Sales Team at 613-232-6767 Ext 1. Please note that we will require a permission/confirmation in writing from the season seat holder in order to proceed, and exchanges will be processed based on ticket availability.
Seats purchased from Capital Tickets – If a guest purchases a ticket for a standard seat through Capital Tickets and is looking to exchange it for an accessible seat, he/she should contact Capital Tickets at 613-599-FANS (3267) or at 877-788-FANS (3267) to confirm availability. If an accessible seat is available, the exchange will be processed.
Seats purchased from a third party – If a guest purchases a ticket for a standard seat from a third party, or any other method that cannot be traced, and he/she requires an accessible seat, an exchange or refund cannot be offered. These guests should contact Capital Tickets directly at 613-599-FANS (3267) or at 877-788-FANS (3267) to inquire about the availability of an accessible seat to purchase.
TD Place welcomes guests with disabilities and their service animals. Service animals may accompany the guest in any areas open to the general public. To ensure the safety of our guests and their service animals, we require that they be seated in an accessible seating section.
TD Place welcomes guests with disabilities and their support person. All guests entering the venue, including those acting as a support person, are required to hold a valid ticket. Tickets for a support person will be charged according to standard event pricing. If a guest and their support person come to an event and have tickets in different sections, our Service Team will do their best to relocate them to a location where they can be seated together.
TRANSPORTATION & PARKING
In collaboration with OC Transpo and STO, OSEG is pleased to provide accessible Park & Shuttle and Take Transit service on all routes to TD Place and will drop of and pick-up on Bank Street near Gate 1, a designated Accessible Support Entrance location.
During major events at TD Place, additional parking spaces near elevator lobbies within the underground garage for guests who require accessible parking. The designated Para Transpo and Taxi pick-up/drop-off zones are located at our Accessible Support Entrances, near Gate 4 for stadium events, and Gate 1 for arena events. Our Guest Relations Team are also at those locations to provide assistance to guests.
TD Place is happy to provide wheelchairs to transport guests that may require assistance to and from their mode of transport and their seats upon arrival at the venue. A member of our Guest Relations Team can meet guests at our Accessible Support Entrance located at Gates 1 or 4 to ensure they receive the appropriate attention. Please note, due to the limited number of wheelchairs, guests are not able to remain seated in them for the entire event. TD Place does not provide wheelchair rentals. If you would like to arrange for a wheelchair escort or to have a member of our Guest Relations Team assist you in getting to your seats, please contact us at least 24 hours prior to your arrival at 1-844-FAN-INFO (326-4636) or by email firstname.lastname@example.org.
OSEG will also ensure that our Guest Relations Team, our Sales Team, the staff of all third parties operating within TD Place, as well as those who are involved in the development of corporate policies, practices and procedures have received training on serving our guests with disabilities.
Training, provided in print and through video sessions, covers the following:
- A review of the purposes of the AODA and the requirements of its Customer Service Standard, and related OSEG policies and practices.
- How to interact and communicate with people with various types of disability.
- How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or the assistance of a support person.
- How to use equipment or devices available at the venue that may help with the provision of goods or services to a person with a disability. OSEG team members that assist with motorized vehicles and wheelchairs will receive additional training on specific handling procedures
- What to do if a person with a particular type of disability is having difficulty accessing the goods or services provided by OSEG.
This training will be provided as part of our pre-season training program each year. For all staff members that join our team after this point, this training will be provided within the new hire training class. Ongoing training will be provided with respect to any changes to OSEG policies, practices and procedures.
FEEDBACK & QUESTIONS
Feedback or questions about this policy can be provided to our Guest Relations Team in the method preferred by the guest:
– In person during an event
– By phone by dialing 844-FAN-INFO (844-326-4636)
– Email email@example.com
– Fan-info texting during events at 613-777-6759
– By mail to:
1015 Bank Street
Ottawa ON K1S 3W7
We strive to respond to all feedback within two business days of receipt.
OSEG is responsible for reviewing this policy every three years and implementing amendments to ensure on-going compliance with regulated accessibility standards and/or legislated obligations, and to ensure we meet our commitment to ‘best in class’ service to all of our guests.