Ticketmaster Canada Multi Year Accessibility Plan

Accessibility Standards – Statement of Commitment

Ticketmaster Canada is committed to meeting the objectives and requirements outlined in the Accessibility for Ontarians with Disabilities Act, 2005 and the applicable regulations, and to meeting the accessibility needs of persons with disabilities in a timely manner, through the implementation of the requirements of the Act and its applicable regulations. This Plan applies to all divisions of Ticketmaster Canada.

For the purposes of the work of the Accessibility Committee and accessibility planning, the definition of the word “disability” is understood to be that which is identified in the Ontarians with Disabilities Act, 2001 and the Accessibility for Ontarians with Disabilities Act, 2005. The definition in these statutes is taken from the Ontario Human Rights Code. This definition can be found in Appendix 1.

Accessibility for Ontarians with Disabilities Act, 2005 (“AODA”)

The AODA develops, implements, and enforces accessibility standards so that goods, services, facilities, accommodation, employment, buildings, structures, and premises are accessible to persons with disabilities. The AODA intends to achieve an accessible Ontario by Jan 1, 2025. To do so, mandatory and enforceable standards have been implemented.

The Standards include:

Customer Service Standard – Ontario Regulation 429/07

The Customer Service Standard (Ontario Regulation 429/07) was the first standard under the AODA to become law. It ensures that people with disabilities can receive goods and services in a manner that takes into account one’s disability.

Requirements include development of a policy, practices, procedures as well as the provision of training for staff and volunteers.

Ticketmaster Canada submitted compliance reports to the Province indicating we had addressed the requirements of the Regulation and were meeting the compliance obligation. We will continue to ensure compliance with the Customer Service Standard.

We developed feedback processes to respond to inquiries and suggestions received by phone, email, mail, in person. This has been communicated to internal and external stakeholders.

Integrated Accessibility Standard Regulation (IASR) – Ontario Regulation 191/11

The IASR brings together the following standard areas in one Regulation: Information and Communication, Employment, Built Environment and Transportation. The Transportation Standard does not apply to us. General requirements common to all standard areas include policy development and training (on the requirements of the IASR and the Ontario Human Rights Code) Also there is a requirement to ensure that accessibility features are considered in the kiosk procurement process.

The requirements have staggered compliance dates up to the year 2021.

Ticketmaster Canada Integrated Accessibility Standards Policy and Multi-Year Accessibility Plan – Development Process

An Accessibility Project Team reviewed the requirements of the IASR. An IASR Policy was drafted to address how Ticketmaster Canada achieves or will achieve accessibility through meeting the IASR’s requirements. The Multi Year Accessibility Plan was developed in accordance with the IASR. It outlines a strategy to prevent and remove barriers and address the current and future requirements of the AODA.

Multi-Year Accessibility Plan
Action	Compliance Date	Responsibility	Status
Part I – General This section of the Regulation requires us to: develop & maintain an accessibility policy and a multi-year accessibility plan self-service kiosks – consider accessibility features that best meet the needs of customers ensure staff and volunteers are trained on the Integrated Accessibility Standards Regulation and the Ontario Human Rights Code
Accessibility Policies Develop and implement Integrated Accessibility Standards Policy. Make the Policy publicly available and provide in an accessible format, upon request. Review & update as required	Jan 1, 2014	Accessibility Coordinator & Project Team	Complete
Develop a multi-year accessibility plan A Multi Year Accessibility Plan was developed. Post multi-year accessibility plan on website and provide in an accessible format, upon request. Review and update the plan at least once every five years.	Jan 1, 2014	Accessibility Coordinator & Project Team	Complete Plan to be reviewed and updated by Jan 1, 2019
Self-service kiosks Process was developed as guidance for employees to have regard for the need of persons with disabilities when procuring or acquiring self-service kiosks.	Jan 1, 2014 & Ongoing	Accessibility Coordinator / Information Technology	Complete
Training Ensure that training is developed on the IASR and the Human Rights Code as it pertains to persons with disabilities and is provided by Jan 1, 2015 to employees, volunteers, persons who participate in developing policies and others who provide goods, services or facilities on behalf of Ticketmaster Canada. Update training as required. Keep a record of the dates of training and the individuals who received the training.	Jan 1, 2015 & Ongoing	Accessibility Coordinator / Accessibility Team / Human Resources
Part II – Information and Communications Standards This section of the Regulation includes requirements related to: accessible feedback processes accessible formats and communication supports publically available emergency procedures, plans, public safety information accessible websites and web content
Feedback processes Ensure that processes for receiving and responding to feedback are accessible and meet the requirements of the IASR.	Jan 1, 2015 & Ongoing	Accessibility Coordinator / Accessibility Team
Accessible formats and communication supports Upon request, to the extent practicable, provide for provision of accessible formats and communication supports for persons with disabilities. Consult with person making the request to determine suitability of accessible format or communication support. Put a statement on the website that we shall, upon request, provide or arrange for the provision of accessible formats and communication supports for persons with disabilities at a cost no more than regular cost charged to other persons.	Jan 1, 2016 & Ongoing	Accessibility Coordinator / Accessibility Team
Emergency procedures, plans or public safety information Emergency procedures, plans or public safety information, that is publicly available, shall be provided in an accessible format or with appropriate communication supports, upon request as soon as practicable.	Jan 1, 2012 & Ongoing	Accessibility Coordinator / Accessibility Team	Complete
Accessible websites and web content Websites and web content published after 2012 to conform to WCAG 2.0 Level A initially and increasing to WCAG 2.0 Level AA by Jan 1, 2021 to the extent practicable other than criteria 1.2.4 (captions) and 1.2.5 (pre-recorded audio descriptions). Note – All WCAG2.0 requirements only apply to websites, web content and web based applications that an organization can control either directly or through a contractual relationship and where meeting the requirements are technically feasible.	Beginning Jan 1, 2014 & ongoing through to Jan 1, 2021.	Web Development Team
Part III – Employment Standards This section of the Regulation includes requirements related to: recruitment, assessment and selection accessible formats and communication supports for employees workplace emergency response individual accommodation plans and return to work processes performance management, career development and redeployment
Recruitment, Assessment, Selection Review and update existing recruitment, policies, procedures and processes. Specify that accommodation is available for applicants with disabilities on the website and on job postings. Inform applicants about the availability of accommodations: when called for an interview, during the selection process, at the time of the job offer and as soon as practicable after the new employee begins – specifically at orientation. If selected applicant requests accommodation, consult with the applicant and arrange for provision of suitable accommodation in a manner that takes into account the applicant's accessibility needs due to a disability.	Jan 1, 2016 & Ongoing	Human Resources
Informing employees of supports Inform current employees and new hires as soon as practicable after they begin employment of policies supporting employees with disabilities. Keep employees up to date on changes to policies/procedures relating to accommodation.	Jan 1, 2016	Human Resources
Accessible formats and communication supports for employees When requested by an employee with a disability, employers shall consult with the employee and provide or arrange for the provision of suitable accessible formats and communication supports needed to perform the employee's job.	Jan 1, 2016	Human Resources
Workplace emergency response information Individualized workplace emergency response information procedures have been developed for employees with disabilities.	Jan 1, 2012	Human Resources	Complete
Documented individual accommodation plans / Return to work Process Create a written process for the development of documented individual accommodation plans and return to work plans for employees with disabilities. Include in the process and plans all of the required elements in accordance with the provisions of the IASR.	Jan 1, 2016	Human Resources
Performance management, career development, advancement and redeployment Review and update existing policies, practices to ensure compliance with IASR Take the accessibility needs of employees with disabilities and, as applicable, individual accommodation plans, into account as part of performance management processes, when assessing performance, providing career development & advancement opportunities and considering redeployment.	Jan 1, 2016	Human Resources
Part IV.1 – Design of Public Spaces Standards This section of the Regulation includes requirements related to: recreational trails & beach access routes (NA) outdoor public use eating areas & outdoor play spaces exterior paths of travel parking obtaining service maintenance
Obtaining service – Make service counters, queuing guide and waiting areas accessible. Where practicable, all indoor or outdoor newly constructed service counters and fixed queuing guides and all newly constructed or redeveloped waiting areas will conform to all of the required elements in accordance with the provisions of the IASR.	Jan 1, 2017	Accessibility Team
Maintain the accessible parts of our public spaces. Identify preventative and emergency maintenance procedures & alternatives & procedures for handling disruptions and alternatives in accordance with the provisions of the IASR.	Jan 1, 2017	Accessibility Team
Make parking accessible Where practicable, new and redeveloped parking areas meet certain technical requirements in accordance with the provisions of the IASR.	Jan 1, 2017	Ticketmaster Canada Accessibility Management
Make exterior paths of travel accessible. Where practicable, new and redeveloped exterior paths of travel that are outdoor sidewalks or walkways designed and constructed for pedestrian travel and are intended to serve a functional purpose (includes stairs, ramps, curb ramps, depressed curbs, pedestrian signals, rest areas) and not to provide a recreational experience meet certain technical requirements in accordance with the provisions of the IASR.	Jan 1, 2017	Ticketmaster Canada Accessibility Management
Make outdoor public eating areas accessible. If newly constructing or redeveloping outdoor public eating areas, where practicable, meet certain technical requirements in accordance with the provisions of the IASR.	Jan 1, 2017	Ticketmaster Canada Accessibility Management
Make outdoor play spaces accessible (i.e. swings, splash pads, natural features such as sand and logs). If building new or redeveloping outdoor play spaces, follow consultation process and technical requirements, where practicable, in accordance with the provisions of the IASR.	Jan 1, 2017	Ticketmaster Canada Accessibility Management

Reporting Dates for Ticketmaster Canada

Customer Service Standard – Dec 31, 2014 (requirement to report annually)
IASR – Dec 31, 2014 (requirement to report annually)

Next Steps

Recruit Accessibility Committee Members impacted by IASR legislation
Prepare Compliance Report on Customer Service Standard – Dec 31, 2014
Monitor and review accessibility procedures and update as required
Develop detailed action plans, communication strategies & training (IASR)
Develop & prepare an annual update on the Multi-Year Accessibility Plan

Feedback

We welcome your feedback.

Email: AccessibilityCoordinator@ticketmaster.ca
Phone: 1-888-833-4447 press 1
Fax: (416) 341-8765
Write:

Ticketmaster Canada
1 Blue Jays Way
Gate 3, Level 100
Toronto, Ontario M5V 1J3
Attention: Accessibility Coordinator

Customers / clients can also complete a Feedback Form at any Ticketmaster retail outlet or Ticketmaster Box Offices

Appendix 1 – Definition of disability

Disability, as defined by the AODA and the Ontario Human Rights Code, is:: 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,; a condition of mental impairment or a developmental disability,; a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,; a mental disorder, or; an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.