Accessibility Matters Now
More Than Ever

Policy – Accessibility for Ontarians with Disabilities Act (AODA)
AODA Customer Service Standard – Providing goods & services to people with disabilities
Date of Issue: December 14, 2012 – Amended: July 19, 2022


Migration Hall is committed to inclusive services and facilities for employees and patrons. We pledge to respond to any accommodation issues identified by its employees, volunteers or patrons. We are committed to establishing and maintaining an effective means of ensuring an inclusive workplace and accessible facilities.

Accommodation shall be pursued to respect the dignity of the individual seeking accommodation while not causing undue hardship to Migration Hall.

Our commitment is to provide all patrons, including those living with disability, the same opportunity to benefit from our goods and services.

Providing Goods and Services to People with Disabilities

Migration Hall is committed to serving all patrons, including people with disabilities, by removing barriers that might arise in the course of doing business as follows:

Communication – We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with customers/patrons to interact and communicate with people with various disabilities.

Telephone Services – We will train our staff to communicate in clear and plain language and speak clearly and slowly. We will offer to communicate with patrons by email or other alternate methods if telephone communication is unsuitable for their needs or unavailable.

Assistive Devices – We are committed to serving people with disabilities who use assistive devices. We will ensure that our staff are trained and familiar with various assistive devices that may be used by patrons with disabilities while attending our facilities. (eg. wheelchairs, walkers, canes, assistive listening devices )

Accessible Seating – We are committed to providing an exceptional experience for all patrons and offer unique access seating at the Festival, Royal George and Studio Theatres. Patrons should advise the Box Office Representative when ordering tickets if they need assistance during their visit. Patrons using a wheelchair should arrive 30 minutes before the performance.

Parking – There are eight (8) on-site accessible parking spaces available for patrons with disabilities at Migration Hall.

Wheelchair-Accessible Washrooms- There are wheelchair-accessible washroom facilities at Migration Hall.

Service Animals and Support Persons – Migration Hall welcomes our patrons with disabilities who a service animal or support person accompanies. We will ensure that all staff and others dealing with the public are adequately trained to interact with people with disabilities who a service animal or support person accompanies. Effective July 1, 2016, Any person with a disability who is accompanied by a support person for the purposes of health or safety and in consultation with the person…it is determined a support person is required, complimentary admission will be provided.

Booking Time Communication – Any patron with an accommodation need should communicate the need to the Migration Hall representative when booking tickets.

Training: Migration Hall will train all patron service employees and others who deal with the public.

Training will cover the following –

  1. The purposes of the Accessibility for Ontarians with Disabilities Act, 2005 and the customer service standard requirements.
  2.  How to interact and communicate with patrons with various types of disabilities.
  3. How to interact with patrons with disabilities who use an assistive device or require the assistance of a service animal or support person.
  4. The location of our assistive devices and staff who can provide relevant informationWhat to do if a patron has difficulty accessing our goods or services.


Notice of Temporary Disruption

Migration Hall will notify patrons if a performance is disrupted in the facilities or services usually used by people with disabilities. ( daily functions- washrooms, physical operations that may or may not be within Migration Hall’s control or knowledge.

We will make all reasonable efforts to provide advance notice of this disruption to the public, including information about the reason for the disruption, its anticipated duration and a description of alternate facilities or services, if available.

Communication With Performance Ticket Holders – As posted on Migration Halls Website 

Temporary on-site signage -In the event of an unexpected disruption, advance notice may not be possible. In such cases, Migration Hall will provide on-site signage.

Staff and volunteers will be kept informed through pre-shift meetings, emails, and as appropriate.

Patrons with a disability who are inconvenienced or cannot access Migration Hall premises due to a temporary disruption of service should speak to a Box Office representative or the Migration Hall Manager for assistance and accommodation.

Feedback Process

The goal of the Migration Hall is to meet and surpass patron expectations while serving patrons with disabilities. Comments on our services regarding how well these expectations are being met are welcome and appreciated and can be made by email, telephone, fax, in person, or by mail.

Patrons providing feedback will be asked to provide their name and contact information (phone, email and/or address).

Once the feedback is received, the following actions will be taken.

  1. The feedback will be directed to the appropriate person.
  2. The feedback will be assessed for appropriate action.
  3. A response, if required, will be made in a timely manner.
  4. The feedback process is readily available to the public through the following:
  5. A notice on the website: under accessibility
  6. Feedback response forms will be available at Migration Hall Box Office.
  7. Concerns will be addressed and answered in an appropriate time frame.
  8. Please use the contact information below.