Media Room

Accessibility


Hot Docs Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

Hot Docs is committed to excellence in serving all our customers including people with disabilities.

Assistive Devices

We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our venues and services.

Communication

We will communicate with people with disabilities in ways that take into account their disability.

Service Animals

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.

Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Fees will not be charged for support persons or for admission to Hot Docs’ venues.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services for customers with disabilities Hot Docs 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 venues or services, if available.

The notice will be placed at the venues, as well as on our website: www.hotdocs.ca

Training for Staff

Hot Docs will provide training to all employees and volunteers.

This training will be provided to staff within a three month period before each annual Hot Docs Festival.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005, and the requirements of the customer service standard
  • Hot Docs’ accessible customer service plan
  • 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 all equipment or devices, e.g. TTY, wheelchair lifts, etc., available on-site or otherwise that may help with providing goods or services to people with disabilities.
  • What to do if a person with a disability is having difficulty in accessing Hot Docs’ goods and services

Staff will also be trained when changes are made to your accessible customer service plan.

Festival Venue Notes

Hot Docs is committed to providing accessible environments and to meeting the accommodation needs of all of our audience members and industry delegates. All regular screening and industry venues are wheelchair accessible, with the exception of the washroom facilities at The Royal. On the last weekend of the festival, screenings will be held at The Regent, which is accessible; The Revue, which is accessible except for its washroom facilities, and the Fox Theatre, which is not wheelchair accessible.

Feedback Process

Customers who wish to provide feedback on the way Hot Docs provides goods and services to people with disabilities can contact us by phone, email, or in person to venue staff. All feedback will be directed to the Associate Director, Operations. Customers can expect to hear back within 48 hours. Complaints will be addressed according to our organization’s regular complaint management procedures.

Feedback should be directed to:
Email: info@hotdocs.ca
Phone: 416.203.2155 x 227

The Bloor Hot Docs Cinema

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