Cactus Restaurants Ltd. is committed to the equal and fair treatment of all potential and current business partners as well as every guest within our establishment. This policy is an extension of our mission, Every Customer Leaves Happy™. We will meet the needs of individuals with disabilities in a timely and conscientious manner by working progressively towards removal of barriers to accessibility. We will continue to develop, maintain and review our strategies to ensure our establishments are made accessible to all individuals and preserve the dignity and independence of everyone in our restaurants.
Guests utilizing personal assistive devices will be readily accommodated to ensure comfortability and accessibility. We also offer many features to ensure ease of access to all areas of our restaurants, information 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 written documents will be provided in alternate formats upon request.
Unless otherwise excluded by law, guests of Cactus that are accompanied by a guide dog or service animal are welcomed on parts of the premises open to the public. If it is not readily apparent that the animal is being used by the guest for reasons relating to their disability, Cactus may request verification.
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; fees will not be charged for the support person.
NOTICE OF TEMPORARY DISRUPTION
If accessible services or facilities are unexpectedly disrupted or if planned maintenance is required, guests with disabilities will be notified in advance. When necessary, a notice will be posted on our front door or closest possible accessible area with information regarding the reason, the anticipated length of time and alternate services where available. Additionally and when possible, we will note a disruption to service on our website.
Training is provided to all of our business partners at the restaurant and head office levels that are involved in the guest experience and those employed in developing policies, plans and procedures around accessibility in the restaurants. Training will be offered during the onboarding process for new hires, in role transitions as it pertains to job responsibilities, and when changes are made to our internal plan. Training will include:
- An overview of the Accessibility for Ontarians with
Disabilities Act, 2005
- An understanding of our customer service standard and any changes
made to this plan
- How to interact and communicate with individuals with various types of
disabilities including those using assistive devices, service animals and
- The use of equipment or devices available on-site to support
accessibility in the restaurant that enhances the guest experience.
- Steps to take if a guest is having difficulty accessing any part of
We encourage guests to provide feedback on their experiences at Cactus, inclusive of guests with disabilities and the accessibility services provided by us. Guests may provide feedback directly at the restaurant while on the premise, by calling the restaurant directly, or visiting the feedback page on our website www.cactusclubcafe.com. Guests can expect a response from a member of the restaurant management or guest relations teams in two business days.
NOTICE OF AVAILABILITY
Copies of and in relation to our accessible customer service plan are available upon request. Please contact us at firstname.lastname@example.org, by phone at 604.714.2025 or by mail at 200-604 West Broadway, Vancouver, BC, V5Z 1G1.
MODIFICATIONS TO THIS OR OTHER POLICIES
Cactus 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.