Accessibility Policies & Procedures

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Our Commitment: 4th Line Theatre is committed to accessible customer service policies, practices and procedures based on the principles of dignity, independence, integration and equal opportunity.

 

Every reasonable effort will be made to ensure that all patrons:

• Are treated with dignity and respect

• Are given the opportunity to attend performances in a way that is as comfortable and enjoyable as possible

• Have equal opportunity to access our performances, concerts, events and venues

• Have access to, and be informed of, all pertinent policies and procedures.

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With this in mind, we will continuously take steps to improve the overall accessibility of our patrons’ experience.

Accessible Seating & Picnicking: Please let us know, at the time of booking, if you require wheelchair
access/assistance or if you have other special seating requirements. If you plan to sit in your walker, wheelchair or scooter during a performance, please request this accommodation at the time of booking. We cannot always accommodate sitting on a scooter or walker in specific parts of the theatre as they block the sight lines of patrons behind. There are only a few places where sitting on a scooter or walker is possible.

All patrons who book accessible seating are asked to arrive 45 minutes before show time to ensure your seating request. We attempt to accommodate all requests; however we can only guarantee reserved seating for the person that requires it and, subject to availability, for one other person in the party. 

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To facilitate equal access to 4th Line Theatre performances, we offer individualized accessible seating options. All seating is allocated based on availability – accessible seating can be arranged for an individual and one other guest—we can sometimes accommodate, but cannot guarantee, more than one guest to be seated with the guest with accessible seating needs. Some seats are reserved in advance for sponsors and donors, government officials and members of the media. For more information on these services, call 705-932-4445, or toll-free at 800-814-0055.

Support Person: We are committed to welcoming patrons with disabilities who are accompanied by a support person. A support person may help the patron with a variety of things that range from communication to assisting with mobility, personal care, or medical needs. Any support person who accompanies a patron with special needs is eligible for a discounted ticket rate, subject to availability, for any given performance. The support person must remain for the full duration of their visit.

4th Line Theatre staff members are not able to lift, lower, carry, hold, or physically support patrons, including those in a wheelchair. This policy protects the health and safety of both the patron and 4th Line Theatre staff. 

For more information on Accessible Services at our venues or support persons,
please call the Box Office at 705-932-4445, or toll-free at 800-814-0055.

Service Animals: We welcome patrons with disabilities and their service animals.  Service animals are allowed on the parts of our premises that are open to patrons. 

A patron requiring a service animal will be accommodated in select areas of the house where aisle or leg room allows space for the animal and does not obstruct other patrons. Seating will be subject to availability and, therefore, may not be available for all performances on all dates. While accommodating service animals, consideration must also be given to building fire codes and evacuation procedures. 

In circumstances where it is not readily apparent that the animal is a service animal, we reserve the right to ask the patron to provide documentation from a regulated health professional confirming that the person with the disability needs the service animal for reasons relating to his/her disability. 
It is the responsibility of the person using the service animal to maintain control of the animal at all times.
 

Assistive Devices: 4th Line Theatre can accommodate assistive devices brought into our venue
including wheelchairs, walkers and oxygen tanks. 

Babes-in-Arms and Child Policy: Babes-in-arms and children under the age of five years are not permitted in the theatre. Unless advertised as a Children & Family show, we discourage attendance by any child unable to sit quietly through a performance. A ticket must be purchased for a child attending a performance. Young children may be seated in a parent’s, guardian’s, or caregiver’s lap only if they have a ticket and an assigned seat beside that, occupied by the parent. Please contact the Box Office and speak with one of our representatives regarding the content and length of the production to determine if it seems suitable for your child. Should your child become restless during the performance, management may ask you to leave the theatre.

The Human Rights Code also notes the allowance of theatres to restrict attendance in its examples (section X(1) - Age-Based Restrictions and “Child-Free” Spaces) and notes: “The Code prohibits discrimination in services on the basis of age only for persons aged 18 or older. In other words, service providers are entitled, under the Code, to restrict the services they provide to minors.”
Ontario Fire Code states that everyone attending a performance must have an admission ticket and an assigned seat. This policy is in line with industry standards across Canada. This measure is taken to ensure the approved seating capacity of the auditorium is not exceeded and for the safety of all guests.

As a private business, 4th Line Theatre reserves the right to refuse service to anyone.

Staff Training: In addition to our policies and plans, 4th Line Theatre employees and volunteers are
trained on the Accessibility for Ontarians with Disabilities Act (AODA). The training includes:

• An overview of the AODA 

• The requirements of the Customer Service Standard 

• 4th Line Theatre’s plan related to the Customer Service Standard 

• Instruction on how to interact and communicate with people who have various types of disabilities, both visible and invisible 

• Instruction on how to interact with people with disabilities who are accompanied by an animal or support person.

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This training ensures 4th Line Theatre staff and volunteers are well versed in the Customer Service Standard. Training is provided on an ongoing basis whenever changes are made to our policies, practices and procedures, and as soon as practicable when a new staff member or volunteer joins our team.

Training will also be provided to staff involved in the development of policies, plans, practices and procedures related to the provision of our services to the public.
Training records will be maintained on file.

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Feedback Process: 4th Line Theatre is committed to customer service and to providing the best possible experience for our patrons. We urge patrons to provide us with feedback, both positive and negative, in regard to the delivery of our services to persons with disabilities. We encourage your feedback so that we can continually enhance our capabilities and support. Patrons may do so by e-mailing us at accessibility@4thlinetheatre.on.ca, calling 705-932-4445, or toll-free at 800-814-
0055 or posting a letter to the attention of “Accessibility at 4th Line Theatre ,” 4th Line Theatre, PO Box 403, Millbrook ON L0A 1G0.

Information gathered through these channels will be read and reviewed by an appropriate representative at 4th Line Theatre.  We will investigate and assess the feedback for appropriate action.  A response, if required, will be made in a timely manner. In these situations, customers can expect to hear back from us within two business days.

To ensure that our feedback process is accessible to patrons with disabilities, we will provide or arrange for accessible formats and communication support, upon request.

Information & Documentation: 4th Line Theatre’s Accessibility Policies may be requested in various font sizes by e-mailing us at accessibility@4thlinetheatre.on.ca or by calling 705-932-4445 or toll-
free at 800-814-0055. We will also post a notice at the 4th Line Theatre box office to notify patrons that our documents related to accessible customer service are available upon request. If a patron with a disability requests a copy, it will be provided in a timely manner and in a format that takes into account the person’s disability. Please contact us with any questions.