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Accessible Customer Service Plan

Cactus Restaurants Ltd is committed to the equal and fair treatment of all potential and current business partners as well as members of the public. We will meet the needs of individuals with disabilities in a timely and conscientious manner by working progressively towards removal of barriers to accessibility and integrating the services available to individuals with disabilities into the exceptional services that Cactus Restaurants Ltd already provides to its guests. We will continue to develop, maintain and review our strategies to ensure our establishment and services are made accessible to all individuals and respect the dignity and independence of all.


Guests utilizing personal assistive devices may utilize their devices while accessing or using our services and establishments where necessary, Cactus Restaurants Ltd will ensure that individuals using personal assistive devices are readily accommodated to ensure comfortability and accessibility. We also offer many features to ensure ease of access to all areas of our restaurant open to the public, information for which will be provided upon request; our knowledgeable business partners are trained to meet the needs of our guests.


In partnership with our guests, business partners will communicate with individuals with disabilities in a manner that takes their disability into account. Any information or communications made to the public will be provided in alternate formats upon request.


Unless otherwise excluded by law, guests of Cactus Restaurants Ltd that are accompanied by a guide dog or service animal are welcomed on parts of the premises open to the public with their service animal or guide dog. If a service animal is excluded by law from the premises, Cactus Restaurants Ltd will try to ensure that other measures are available to enable a person with a disability to use, obtain or benefit from our services and establishment. Provinces regulate service animals differently. For more specific information, visit your provincial government webpage.


Guests with disabilities who are accompanied by a support person are always welcome in our restaurants. We will ensure guests are not prevented from having access to the support person.


If accessible services or facilities are unexpectedly disrupted or if planned maintenance is required, we will provide the public with notice. When necessary, a notice will be posted on our front door or the closest possible accessible area with information regarding the reason for the disruption, the anticipated duration of the disruption and alternate facilities or services, where available. Additionally and when possible, we will note a disruption to accessible services or facilities on our website.


Accessible customer service training is provided to all of our business partners and those who participate in developing policies, plans, and procedures on behalf of the company. Training will be offered to all current business partners during the onboarding process for new hires and when changes are made to this policy. Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the customer service standard contained in its regulations
  • How to interact and communicate with individuals with various types of disabilities, including those using assistive devices, service animals, guide dogs and support persons
  • The use of equipment or devices available on-site to support accessibility in the restaurant and that enhances the guest experience
  • Steps to take if a person with a particular type of disability is having difficulty accessing any part of our restaurants or services

Cactus Restaurants Ltd will keep records of the training provided, including dates on which training is provided and the number of individuals to whom it is provided.


We encourage the public to provide feedback on their experiences at Cactus Restaurants Ltd, including guests with disabilities regarding the accessibility services provided by us. Guests may provide feedback directly at the restaurant while on the premises, by calling the restaurant directly or visiting the feedback page on our website Accessible formats or communication supports will be provided to assist in this feedback process, upon request, where an individual provides their contact information, the individual can expect a response from a member of the restaurant management or guest relations team in two business days.


Copies of our accessible customer service plan are available upon request. Please contact us at, by phone at 604.714.2025 or by mail at 201-550 West Broadway, Vancouver, BC, V5Z 1E9.  Upon request, Cactus Restaurants Ltd will, in consultation with the individual, provide a copy of this document or the information contained herein to a person with a disability in an accessible format or with communication support in a timely manner that takes into account the person’s needs due to disability and at a cost that is no more than the regular cost charges to other persons.


Cactus Restaurants Ltd strives to create an environment that promotes dignity, independence, integration and equal opportunity for people with disabilities. Any policy or practice that is against this goal will be modified or removed.

Please contact us with any additional questions. To view our complete Accessibility Policy and Multi-year plan, click here.