Accessible Customer Service Plan
Providing Goods and Services to People with Disabilities
City Sightseeing Toronto is committed to excellence in serving all customers including people with disabilities.
Communication
We will communicate with people with disabilities in ways that take into account their disability.
Service animals
We welcome people with disabilities and their service animals. Service animals are allowed on the city tour buses and on the harbour cruise, as well as the Niagara Falls day tour. If travelling to Niagara Falls with a service animal, please inform us at the time of booking.
Support persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on the city tour buses and on the harbour cruise, as well as the Niagara Falls day tour.
Support people will be charged a discounted rate for the city tour and the Niagara Falls tour. This discount is not currently available online, please contact us by phone, or pay in person on the date of travel.
We will notify customers of this through a notice posted at our info booth at Yonge-Dundas Square and on our website.
Assistive Device
We will accommodate assistive devices belonging to our customers to the best of our abilities. Due to the antique and mobile nature of our vehicles, we may not be able to accommodate certain assistive devices. Our staff will be trained on what is and is not possible, and we also strive to share this information with the public.
We allow any foldable wheelchair, walker, or other such device on the city tour bus, the harbour cruise, and the Niagara Falls day tour. If you are travelling to Niagara Falls and will need any such device stored, please inform us at the time of booking. Any non-foldable devices cannot access or be stored on the city bus tour, harbour cruise, or Niagara Falls day tour. At this time, guests must have enough independent mobility to get on and off the city tour bus, the harbour cruise, and the vehicle providing Niagara Falls day tour. The city tour bus, the harbour cruise, and the Niagara Falls day tour vehicle are not able to provide electrical power.
We are continually working to provide and implement other assistive devices and procedures as we grow as a company.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Citysightseeing Toronto will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
The notice will be placed at our info booth at Yonge-Dundas Square, and on our website.
Training
Citysightseeing Toronto will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. This training applies to all our departments, and will be applied as such.
This training will be provided to staff within the first four weeks of employment. Current staff will receive it as part of their spring retraining routine.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- CitySightseeing Toronto’s 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
- What to do if a person with a disability is having difficulty in accessingCitySightseeing Toronto’s goods and services
Staff will also be trained when changes are made to our accessible customer service plan.
Feedback process
Customers who wish to provide feedback on the way Citysightseeing Toronto provides goods and services to people with disabilities can call or email us, or speak to any staff member.
All feedback, including complaints, will be reviewed carefully by management.
Customers can expect to hear back in 30 days.
Modifications to this or other policies
Any policy of Citysightseeing Toronto that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.