Accessible customer service plan

Earls Holdings Ltd. is committed to providing all our guests including guests with disabilities with exceptional and engaging dining experience.

Assistive devices

Earls will ensure that all our partners are trained and familiar with equipment provided by Earls to assist our customers with disabilities.

Communication

Earls partners will communicate with people with disabilities in ways that take into account their disability.

Service animals

Earls welcomes people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will not be charged for the support person.

Notice of temporary disruption

In the event of a planned or unexpected disruption of access to one of our restaurants Earls will notify our guests immediately by clearly posting a notice.

The notice will be posted on our front door or closet possible accessible area to the front door and it will include the following information: Reason for disruption, anticipated length of time of the disruption, and the nearest Earls location.

Training

Earls will provide training to all our Managers, Head Chefs, Sous Chefs and Partners in our Restaurants, all our Regional Directors and Regional Chefs, as well as all Head Office people who are involved in the development of policies, plans, practices and procedures related to our guest experience.

Individuals in every restaurant position will be trained as well as individuals at the corporate office within our Head Office departments.

We will provide this training to our managers and partners when they are hired and are going through their initial training with the company and whenever there are changes made to the plan.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Earls plan related to the customer service standard
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • How to use the equipment which is available on-site to assist people with disabilities
  • What to do if a person with a disability is having difficulty in accessing on of our restaurants

Feedback process

Guests who wish to provide feedback on the way Earls provides goods and services to people with disabilities can email comments to comments@earls.ca, Phone 604-646-4880, mail – Earls Restaurants Attn: Customer Comments at 425 Carrall Street, Suite 200, Vancouver, BC. V6B 6E3.

All feedback will be directed to our Customer Services coordinator and guests can expect to receive a response in two business days.

Notice of availability

Upon Request Earls will provide copies of our Accessibility Plan to the public. Requests can be made by email: comments@earls.ca, Phone: 604-646-4880, mail: Earls Restaurants Attn: Customer Comments at 425 Carrall Street, Suite 200, Vancouver, BC. V6B 6E3

Modifications to this or other policies

Any policy of Earls that does not respect and promote the dignity and independence of people with disabilities will be modified or removed. This document is available in an alternate format on request.