Statement of Commitment

ACCESSIBILITY POLICY FOR ARSENEAU INC.

Providing Goods and Services to People with Disabilities

Urban Air Adventure Park Sudbury (ARSENEAU INC.) is committed to excellence in serving all customers including people with disabilities. We will work to remove barriers to accessibility and address the needs of those with different disabilities. We will meet our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s disability laws.

Assistive devices

We will ensure that our staff are trained and familiar with the assistive devices we have on site or that we provide for use by customers with disabilities while accessing our goods or 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.

If a fee or fare is normally charged to a customer for accessing your goods, services, or facilities, choose one of the following policy options

• Fees will not be charged for support persons however Jump Socks and waivers are required for all participants

We will notify customers of this through a notice posted on our premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Urban Air Sudbury 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 placed at the entrance doors of building and at the front desk.

Training

Urban Air Sudbury will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf.

Individuals in the following positions will be trained:

General Manager, Assistant General Manager, Team Leads, Court Monitors, Front Desk, Party Hosts, Café, Concessions staff.

This training will be provided to staff within 2 weeks of being hired.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• Urban Air’s plan 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 assisted automatic doors, wheelchairs.
• What to do if a person with a disability is having difficulty in accessing Urban Air’s goods and services

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

Feedback process

Customers who wish to provide feedback on the way Urban Air Sudbury provides goods and services to people with disabilities can email to [email protected], speak to a Manager, utilize our automatic feedback surveys sent to every registered guest via email.

All feedback, including complaints, will be directed to the General Manager who will review and respond to all feedback received.

Customers can expect to hear back in 5 days.

Modifications to this or other policies

Any policy of Urban Air Sudbury that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

December 31, 2023

Urban Air Adventure Park Sudbury reserves the right to amend this policy at any time