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Ticketmaster Canada Accessible Seating and Customer Service Policy

Accessible Seating

Seating locations in various price ranges are available for patrons with disabilities.

Request accessible tickets

Seating locations in various price ranges are available for patrons with disabilities. When ordering tickets online, click on the "Request Accessible Tickets" icon and you will be advised as to how to proceed to purchase your tickets.

  • Sometimes venues will choose to handle all accessible seat requests and in those cases we'll provide the appropriate accessible number.
  • Other times you may be able to secure accessible seats through the online order process or by calling our Accessible Seating line 1-855-682-6736.
  • Other times you will be prompted to complete and submit a request form. A Ticketmaster Customer Service Representative will contact you by email regarding your request.

Accessible Customer Service Policy (AODA) Ticketmaster Canada LLP

1. Background

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) was created with the goal of developing standards that would improve accessibility for people with disabilities across the Province. The Accessibility Standards for Customer Service are effective January 1, 2012.

2. Policy Statement

Ticketmaster Canada is committed to providing all customers/clients including those living with disabilities the same opportunity to benefit from our goods and services.

3. Policy Application

3a) This Policy applies to all divisions of Ticketmaster Canada. This policy applies to every person who deals with customers/clients or other third parties on behalf of Ticketmaster Canada whether they do so as employees, volunteers, agents or otherwise and every person who participates in developing Ticketmaster Canada's policies, procedures and practices that deal with the provision of goods and services.

3b) The part of the policy that deals with the use of Service Animals and Support Persons applies only to goods or services provided by Ticketmaster Canada at premises owned or operated by Ticketmaster Canada.

3c) This policy may be supplemented by practices and procedures, as required by Ontario Regulation 429/07.

4. Guiding Principles for the Provision of Goods and Services to Persons with Disabilities.

This policy is intended to fulfill the requirements of Ontario Regulation 429/07 under the AODA. It applies to the provision of goods or services, not the goods themselves.

As part of our commitment to providing service excellence, Ticketmaster Canada will make reasonable efforts to ensure that our policies, procedures and practices pertaining to providing goods and services to customers/clients with disabilities are consistent with the following guiding principles.

  • Goods or services are provided in a manner that respects the principles of dignity and independence of customers/clients with disabilities.
  • Provide opportunities to persons with disabilities equal to that offered to other customers/clients to obtain and use our goods and services.
  • Allow persons with disabilities to benefit from the same services in the same place and in a similar way as other customers/clients (in other words equality of outcome).
  • The goods or services provided to persons with disabilities are integrated with the provision of goods or services to others unless an alternate measure is necessary to allow a person with a Disability to benefit from the goods or services. The alternate measure may be temporary or permanent.
  • Communications with a person with a Disability are conducted in ways that takes the person's Disability into consideration. Information about a Disability is personal and private and confidentiality will be respected.
  • People with disabilities may use assistive devices, Service Animals and Support Persons as is necessary to access Ticketmaster's goods or services. If a Service Animal is excluded by law from a premises owned and or operated by Ticketmaster, other measures will be made available for the person with a Disability to access the goods or services.

5. Definition(s) - In this policy, the following words have the following meanings.

Accessibility Coordinator
The person(s) appointed by Ticketmaster Canada as Accessibility Coordinator.
Assistive Device
is a technical aid, communication device, or medical aid modified or customized, that is used to increase, maintain, or improve the functional abilities of people with disabilities.
Barrier - As defined by the AODA,
means anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an architectural barrier, an information or communications barrier, an attitudinal barrier, a technological barrier, a policy or a practice.
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.
Service Animal - As reflected in Ontario Regulation 429/07,
an animal is a service animal for a person with a Disability if it is readily apparent that the animal is used by the person for reasons relating to his or her Disability, or if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the Disability.
Support Person - As reflected in Ontario Regulation 429/07,
a support person means, in relation to a person with a Disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services.

6. Providing Goods and Services to Persons with Disabilities Processes and Procedures

Ticketmaster Canada is committed to serving all customers/clients including people with disabilities by removing Barriers that might arise in the course of doing business as follows:

6a) Communication - We will communicate with people with various types of disabilities in ways that take into account their Disability. This means that we will communicate in a means that enables persons with disabilities to communicate effectively for the purposes of using, receiving and requesting Ticketmaster Canada's goods, services and facilities. We will provide training to our staff, volunteers, agents/contractors and any other individuals who interact with customers/clients or other third parties on behalf of Ticketmaster Canada in accordance with section 9 below.

6b) Telephone Services - We are committed to providing fully accessible telephone services. We will offer to communicate with customers/clients using the relay service or by email if telephone communication is not suitable for their needs or is not available. We will provide training to our staff, volunteers, agents/contractors and any other individuals who interact with customers/clients or other third parties on behalf of Ticketmaster Canada to communicate over the telephone in clear and plain language and to speak clearly and slowly.

6c) Web Accessibility - Web Accessibility is the practice of ensuring that websites are usable by as wide an audience as possible. As part of our commitment to service excellence, we will assess our site(s) to identify accessibility Barriers and implement improvements taking into account accessibility guidelines and best practices. It is a priority to maintain a website so that all customers/clients including persons with disabilities can understand and interact with our website and its content.

6d) Purchasing Accessible Seats - Ticketmaster Canada sells tickets on behalf of promoters, teams, artists and venues which means that Ticketmaster Canada does not determine availability or accessible seat location. As part of our commitment to service excellence and meeting our obligation as defined in AODA, we provide a variety of ways to purchase accessible seating.

6e) Assistive Devices

  1. a) Persons with disabilities may use assistive devices as required in accessing goods or services provided by Ticketmaster Canada unless otherwise prohibited by law.
  2. b) A list of assistive devices provided by Ticketmaster Canada at venues owned and operated by Ticketmaster Canada will be developed and maintained if applicable. To the extent applicable, Ticketmaster Canada will ensure that staff know how to use the assistive devices available at their various venues for customers/clients and inform customers/clients of the assistive devices that are available.

7. Use of Support Persons and Service Animals

7a) Support Persons

  1. a) Persons with disabilities are permitted to be accompanied by their Support Person in areas/premises owned or operated by Ticketmaster Canada that are open to customers/clients, when accessing goods or services provided by Ticketmaster Canada.
  2. b) All customers/clients entering venues (s) owned or operated (in Ontario) by Ticketmaster Canada, including those acting as a Support Person, are required to hold a valid ticket. Tickets for a Support Person are subject to standard event pricing.
  3. c) Ticketmaster Canada may deem it necessary to require a Support Person for a person with a Disability in order to protect the health and safety of that person or of others on the premises. This will only occur after consultation with the person with a Disability and when it is the only means to allow the person with a Disability to access Ticketmaster Canada's goods or services.

7b) Service Animals

  1. a) Persons with disabilities are permitted to be accompanied by their Service Animal and keep that animal with them in areas that are open to the public, when accessing goods or services provided by Ticketmaster Canada, unless otherwise prohibited by law.
  2. b) In the event that a Service Animal is prohibited from the premises, Ticketmaster Canada will ensure that other measures are available to enable the person with a Disability to obtain, use or benefit from Ticketmaster's goods or services.
  3. c) Service animals must be supervised by their owners and kept in control when used to access Ticketmaster Canada's goods or services.

8. Service Disruptions

  1. a) In the event of a planned service disruption to facilities and services that are relied upon by people with disabilities to access Ticketmaster Canada's goods or services, notice of the disruption shall be provided in advance.
  2. b) Notice will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities and services that may be available.
  3. c) Notice may be given by posting the information in a conspicuous place on premises owned or operated by the provider of goods or services, or posted on Ticketmaster Canada's website or by such other method as is reasonable under the circumstances.
  4. d) In the event of an unexpected disruption, notice will be provided as soon as possible.

9. Accessibility Awareness Training

9a) As required by Ontario Regulation 429/07, the following individuals will receive training on a number of topics outlined in the regulation:

  • staff, volunteers, agents/contractors and any other individuals who interact with customers/clients or other third parties on behalf of Ticketmaster Canada; and,
  • staff, volunteers, agents/contractors and any other individuals who participate in the development of policies, practices and procedures governing the provision of goods or services to members of the public or third parties.

9b) Training Topics

  • review the purposes of the AODA and the requirements of Ontario Regulation 429/07;
  • how to interact and communicate with people with various types of disabilities;
  • how to interact with people with disabilities who use an assistive device, Service Animal or a Support Person;
  • how to use the equipment or assistive devices available on Ticketmaster Canada's premises;
  • what action to take if a person with a particular type of Disability is having difficulty accessing goods or services; and,
  • instruction on our customer service policies, practices and procedures governing the provision of goods or services to people with disabilities.

9c) Timeline for Training

Training will be provided as soon as is practicable after each person is assigned the applicable duties. Training will also occur on an ongoing basis as changes are made to the policies, procedures and practices dealing with the provision of goods and services to persons with disabilities and as may be required by applicable law.

9d) Keeping Records of the Training

  1. c) As required by Ontario Regulation 429/07, Ticketmaster Canada will keep records of the training required by this policy including the number of individuals trained and the dates on which training occurred. The names of individuals who are trained will be recorded for Administrative/Training purposes.

10. Feedback Process

Ticketmaster Canada is committed to continuous improvement.

  1. a) We shall create and maintain a feedback process so that customers/clients are able to comment on the provision of goods or services to people with disabilities
  2. b) The feedback process will allow for comments in person, by telephone, in writing or by delivering an electronic text by email, or otherwise.
  3. c) The feedback process will specify the actions that will be taken if complaints or suggestions are received. i.e. all feedback will be acknowledged in writing. Any action taken should be communicated to the person.

11. Availability of Documents

All published documents can be made available in hard copy, large print and email if required.

  1. a) As required by Ontario Regulation 429/07, we will prepare one or more documents, describing the following, and provide them upon request to any person:
    • Ticketmaster Canada's policies, practices and procedures governing the provision of goods or services to people with disabilities;
    • Ticketmaster Canada's policies, practices and procedures governing the use of Service Animals and Support Persons;
    • the steps we will take in connection with a temporary disruption of facilities or services usually used by people with disabilities;
    • Ticketmaster Canada's policy on providing training on accessible customer service; and,
    • Our process for receiving and responding to feedback on the provision of goods or services to people with disabilities.
  2. b) If we are required by Ontario Regulation 429/07 to provide documents to a person with a Disability, the document or the information contained in the document will be provided in a format that takes into account the person's Disability.
  3. c) We will make reasonable efforts to respond to requests for documents in alternate formats in a timely manner.

12. Reporting

We will meet the reporting requirements as identified in the Ontario Regulation 429/07 - Accessibility Standards for Customer Service

All full-time, part-time, seasonal and contract employees, regardless of status, will be counted when determining the number of employees.

13. Performance Measurement

  1. a) The Accessible Customer Service Policy will be reviewed and/or amended when additional accessibility related regulations are enacted by the Government of Ontario, or as required.

14. Accessibility Coordinator

The role of the Coordinator is coordinate and facilitate all meetings, to coordinate reporting, involve various employee groups to identify Barriers and improvements/enhancements to all, accessibility audits/assessments services - Continue to explore ways of removing Barriers and improving services to persons with disabilities. Create priority lists for Barrier removal.

15. Questions/Compliments or Complaints

Anyone with a complaint, compliment, question or concern about the Policy, Training Materials or process may contact the Accessibility Coordinator in person, in writing (provide address) by email or online at AccessibilityCoordinator@ticketmaster.ca

Related Documents

  • Ontarians with Disabilities Act, 2001
  • Accessibility for Ontarians with Disabilities Act, 2005
  • Ontario Regulation 429/07 - Accessibility Standards for Customer Service
  • Ontario Human Rights Code

Customer Feedback Process

Ticketmaster Canada is committed to providing exceptional Customer service. We appreciate feedback from our customers/clients on all issues, especially related to the way we provide goods and services to people with disabilities. Feedback should be directed to the Accessibility Coordinator in the method most preferred by the Customer. If customers/clients wish to be contacted about their feedback, customers/clients should provide name and contact information. We will strive to respond to all feedback within 5 business days of receipt.

Customers/clients can

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

Ticketmaster Canada
1 Blue Jays Way
Toronto, Ontario M5V 1J3
Attention: Accessibility Coordinator

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

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