The Trust is committed to:

Customer service

  • Identifying and implementing promotional tactics that will expand awareness of Trust programming and activities
  • Ensuring that the corporate website, Doors Open Ontario website and all subsites are fully compliant, and ensuring that any new communications channels – including social media – are also in compliance with AODA standards
  • Maintaining active updates regarding the accessibility status of all Trust venues and public spaces, and providing real-time updates regarding any disruptions of service
  • Adopting an online application tool for key outreach initiatives – such as the Recognition programs and the Doris McCarthy Artist-in-Residence Program – thereby expanding access to these programs
  • Establishing multi-channel customer feedback mechanisms on the Trust’s websites and onsite at all heritage venues, museum sites and theatres to measure performance against client service standards
  • Regularly evaluating, reporting and responding to any feedback received, and addressing any potential barriers
  • Actively promoting access to, and engagement in, Trust programs and activities to capture the access and engagement approaches in the Trust’s Interpretive Plan
  • Welcoming persons with disabilities who are accompanied by service animals or support persons to areas of our premises that are open to the public and other third parties at no admission charge; ensuring that staff, volunteers or others interacting with the public are trained to interact with all guests
  • Providing barrier-free access for key building facilities (i.e., washrooms, Box Office, help desks, bars, etc.) at all heritage venues, museum sites and theatres
  • Providing all volunteers, staff, managers, supervisors and students (whether working full- or part-time with the Trust) with the appropriate training in line with principles of dignity, independence, integration and equal opportunity
  • Requiring all staff to complete mandatory training on the Integrated Accessibility Standards Regulation requirements and Ontario’s Human Rights Code as it pertains to persons with disabilities (please see section titled Staff training for more information)

Information and communications

  • Linking to, and sharing with, all staff the resources available through the I&IT Accessibility Centre of Excellence
  • Providing content in plain language and accessible formats
  • Adapting font size used in print materials, publications and signs to meet accessibility standards
  • Employing a minimum of size 11-point font for all email communications
  • Through the Provincial Plaque Program, continuing to employ a respectful, multilingual approach to telling Ontario’s stories, including third-language plaques, where possible and appropriate
  • Training staff to communicate with people in ways that take into account their disability
  • Providing fully accessible telephone services to customers and training staff to communicate with customers over the telephone in clear and plain language and to speak clearly and slowly
  • Training staff to ensure that they are familiar with various assistive devices that may be used by customers with disabilities, and how to provide an environment for those who benefit from such devices


  • Working with HROntario to develop barrier-free job descriptions and provide notice to potential job applications that accommodation is available throughout the hiring process
  • Employing plain language in communicating interview questions and assignments
  • Communicating standards and methods of employment accommodation for employees with disabilities
  • Including accessibility performance commitments in all employee performance plans

Built environment

  • Assessing the 27 Trust-owned cultural heritage sites and identifying existing conditions that align with AODA/accessibility standards for the built environment (Ontario Regulation 191/11)
  • Using the information above to inform the capital plan and support decision-making regarding accessibility enhancements
  • Ensuring that the Elgin and Winter Garden Theatre Centre is equipped with, and staff are trained to, operate the following assistive devices:
    • Infrared Sound Enhancement System in both theatres (approximately 40 devices – both headset and loop devices are offered)
    • Two oxygen tanks on the premises
    • Two Automated External Defibrillators (AED)
    • Two wheelchairs
    • Elevator for wheelchairs for access to the lower-level lounge
  • Continuing to provide respectful accommodation for patrons with disabilities at the Trust’s owned sites and properties
  • Considering the accessibility limitations of the Trust’s heritage spaces when planning Trust events, ensuring space selection provides accessibility for persons with disabilities
  • Providing customers with notice in the event of a planned or unexpected disruption in the facilities or services of a site typically used by people with disabilities, including: reason for disruption, duration, description of alternatives, etc.

Many of the Trust’s built assets are provincially and nationally significant heritage buildings and, depending on the period of construction, are not fully accessible by current standards. The Trust remains committed to ensuring that capital projects are fully leveraged to enhance accessibility where possible.

Procurement and billing

  • Incorporating accessibility and AODA requirements in all procurement documents
  • Providing accessible invoices to all of our customers, on request, in the following formats: hard copy, large print, email, braille, disc and other formats, as feasible