Multi-Year Accessibility Plan
Cactus Restaurants is committed to ensuring the equal and fair treatment of all potential and current business partners and members of the public that respects the dignity, independence, integration and equal opportunity of people with disabilities.
This policy is an extension of our mission, Every Guest 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 and integrating the services available to individuals with disabilities into the exceptional services that Cactus Club Cafe 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.
This Policy and Multi-Year Plan outlines a phased-in strategy to comply with current and future requirements. Cactus will report on the progress and implementation of the plan as required, post this document on our website and will provide it in alternative formats upon request. This Accessibility Policy and Multi-Year Accessibility Plan will be reviewed at least once every five years.
Meeting the Accessibility Needs of Our Guests
Cactus Restaurants is committed to removing accessibility barriers through the ongoing education and awareness of accessibility needs while providing training to all business partners, managers and head office employees on accessibility requirements and required legislation as it pertains to persons with disabilities. Business partners are trained through live orientations and face-to-face sessions on information including accessibility for customer service, as it relates to their job duties, and other materials as necessary.
To ensure communication and information needs are met, business partners will communicate with individuals with disabilities in a manner that takes their disability into account, in order to ensure guest satisfaction. We will always strive to accommodate guests’ needs to the best of our ability and will review our processes if a solution cannot be found. The Cactus Restaurants’ website will meet the requirements of WCAG 2.1 at level 2, except where this is impracticable to do so. Additionally, all publicly available information will be made accessible upon request in conjunction with the self-identified needs of our guests. Notice of accessible formats and communication supports will be posted on the Cactus Restaurants website and on any other reasonable method.
All information regarding our feedback process is readily available to our customers. Guests are encouraged to speak with our management teams within the restaurant or alternatively to visit our website to submit feedback. A member of our guest relations team or the restaurant manager will respond to the comment within 2 business days via email or phone.
Debit machines and cash terminals are equipped with multiple accessibility features that are reviewed annually to ensure they meet the needs of our guests. These features are discussed with our business partners during orientations as are other accessibility touch points within our restaurants.
Assistive Devices
Cactus Restaurants will actively facilitate guests using personal assistive devices to ensure their comfort and accessibility while accessing or using our services and establishments. Where necessary, Cactus Restaurants will ensure that individuals using personal assistive devices are readily accommodated. We also offer many features to ensure ease of access to all areas of our restaurants open to the public; information for these features will be provided upon request. Our knowledgeable team members are trained to meet the needs of our guests.
Communication
In partnership with our guests, our team members 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, in a timely manner, and at no additional cost beyond the regular charges for other persons.
Service Animals
Unless otherwise excluded by law, guests of Cactus Restaurants who are accompanied by a guide dog or service animal are welcomed on all parts of the premises open to the public with their service animal or guide dog. If a service animal is legally excluded from a specific area of the premises, Cactus Restaurants will strive to ensure that other measures are available to enable the individual with a disability to use, obtain, or benefit from our services and establishment. We acknowledge that provinces and states regulate service animals differently; for more specific information, please refer to the relevant governmental webpages.
Support Persons
Guests with disabilities who are accompanied by a support person are always welcome in our restaurants. We will ensure that guests are not prevented from having access to their support person.
Notice of Temporary Disruption
If accessible services or facilities are unexpectedly disrupted, or if planned maintenance is required, we will provide the public with timely 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, its anticipated duration, and alternate facilities or services where available. Additionally, and when possible, we will note any disruption to accessible services or facilities on our website.
Training
Comprehensive accessible customer service training is provided to all of our team members and those who participate in developing policies, plans, and procedures on behalf of the company. Training will be offered to all current team members, during the onboarding process for new hires, and whenever changes are made to this policy or relevant legislation. Lessons will include training on the requirements of accessibility standards and on the applicable legislation, appropriate to the duties of the person being trained.
Cactus Restaurants will maintain records of all training provided, including dates on which training is provided and the number of individuals to whom it is provided.
Meeting the Accessibility Needs of our Business Partners
Business partners who have disability-related needs will be treated respectfully and any information they provide to Cactus will be treated with the utmost sensitivity. Cactus Restaurants commits to implementing fair and accessible employment practices including during the recruitment and selection process. Job applicants will be notified that accommodations are available upon request in relation to the recruitment and selection process. Accommodations will be discussed with the applicant and reasonable accommodation will be provided. Successful candidates will be further notified of our policies on accommodating business partners with disabilities.
Cactus Restaurants will notify its business partners of its policies used to support its business partners with disabilities. Cactus Restaurants will implement a written process for the development of Individualized Accommodation Plans for business partners with disabilities requiring workplace accommodations in accordance with the requirements. Accommodation plans for business partners will be developed together in a clear and consistent way; formally recorded, reviewed and updated on an ongoing basis. Accommodation plans include accessibility options for performance management processes, career development and job changes. When requested, Cactus will work with business partners to ensure workplace information is accessible including in user-friendly formats or with communication support as identified by the business partner. Individuals returning to work after temporary, recurring and permanent disabilities will have individualized accommodation plans.
Upon request, employees with disabilities who may require assistance in the event of an emergency will be provided with individualized emergency response information. When necessary and with their consent, this information may be shared with a designated support person. Emergency plans will be created on a case by case basis in conjunction with the business partner, and will be integrated into the individual’s accommodation plan. General emergency response information available to the public will be communicated to all bps and guests and clients in an accessible format, upon request.