Accesibly Customer Service Policy


At Old Mill Toronto Hotel (“OMT”), we are committed to providing exceptional customer service to the public. Making services and events accessible to persons with disabilities is an important part of this commitment.

We strive to provide our services and events in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our services and events, and allowing them to benefit from the same services and events in the same place and in a similar way as other members of the public.

This policy establishes our commitment to accessible customer service under the Accessibility for Ontarians with Disabilities Act, 2005 and the customer service standard requirements under Ontario Regulation 191/11 The Integrated Accessibility Standards Regulations (“IASR”).


OMT’s Accessible Customer Service Policy (“the Policy”) applies to all of our employees, and to any third parties who we may arrange to provide our services on our behalf.


When communicating with people with disabilities, we will do so in ways that take into account their disability. Accordingly, we will train our staff who communicate with members of the public on how to interact and communicate with people with various types of disabilities.

Assistive devices

People with disabilities are welcome to use their own personal assistive devices (e.g., white cane, wheelchair, hearing and visual aids) in order to access or use our facilities and obtain our services. We will train our staff to become familiar with various assistive devices that may be used by members of the public with disabilities while accessing our services. We will also ensure that staff know how to use assistive devices that are available for members of the public on our premises.

Service animals and support persons

People with disabilities who are accompanied by a service animal are welcome on all parts of our facilities that are open to the public and other third parties. Members of the public may keep the animal with him/her unless excluded by law, in which case, we will consider alternative measures to access to our services. Our staff and others dealing with the public on our behalf will be trained on how to interact with people with disabilities who are accompanied by a service animal.

Any person with a disability who is accompanied by a support person will be allowed to enter our facilities with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption in facilities or services usually used by people with disabilities, OMT will post a notice about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at or near the affected facility or service and/or through other means (e.g., website) where necessary.

Training for staff

We will provide training to all OMT employees and volunteers, all persons who are involved in the development and approval of OMT policies, and all other persons who provide goods, services or facilities on behalf of OMT. This training will be provided shortly after staff commence their duties and/or upon changes to this Policy, practices and procedures.

Training will include the following:

Feedback process

We welcome any feedback on our services from people with disabilities. Please send your comments to the following:

Accessibility at Old Mill Toronto Hotel
9 Old Mill Road
Toronto, ON
M8X 1G7
Phone: 416-207-2024

We will consider your comments carefully. Clients can expect to hear back as soon as possible or within a reasonable period of time. Note: copies of documents required under the Accessibility for Ontarians with Disabilities Act, 2005 are available upon request. Please notify us in advance if you require such documents in an alternative or accessible format.