The MRG Group's Accessible Customer Service Plan

Message from our CEO

The MRG Group core value is to create positive, shareable experiences. That is when you are in the right place at the right time with the right people. This experience could be at a pub, nightclub, live music performance or an outdoor event. We strive to ensure it’s an experience you want to share with others, and that it is the same for everyone with or without a disability. We believe in inclusion and strive to be better every day.


The MRG Group strives to meet the needs of its employees and customers with disabilities and is working hard to remove and prevent barriers to accessibility.

The MRG Group is committed to fulfilling our requirements under the Accessibility for Ontarians with Disabilities Act, 2005. This accessibility plan outlines the steps we are taking to meet those requirements and to improve opportunities for people with disabilities.

Our plan shows how we will play our role in making Ontario an accessible province for all Ontarians. The plan is reviewed and updated at least once every 5 years.

We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies. We maintain records of the training provided including the dates on which the training was provided.

Past Achievements to remove or prevent Barriers

Customer Service
– In FAQs we ask questions to reach out if they need assistance so we can make the proper accommodations

Employment & Training
– During onboarding and training we encourage anyone needing accommodation to let us know so we can adjust any tools etc.
– Adjusted workspace for employee with mobility limitations

Future Strategies and Actions

Customer Service
– Comprehensive training program on how to assist and support Customers with disabilities.
– Designate a point person to implement accessibility policies and procedures.

Information and Communications
– Provide a visual description of the slides when making a presentation if required.
– Provide captions for videos and, when this is not possible, provide a text transcript of the video if required.
– Arrange seating at a round table to facilitate lip reading if required. Use assistive listening or amplification devices as appropriate.

Employment & Training
– Add section to our applications that if accommodation is required to e-mail the recruiter to make those adjustments during the recruitment process.
– Learn about the types of accommodations employees might need. Talking with employees about their specific needs is a good first step.
– Review current hiring processes to identify and remove barriers, such as inaccessible locations for interviews.
– Train staff to interact and communicate with people with different types of disabilities.

The MRG Group's Accessibility Policy

Statement of Commitment

The MRG Group is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence.

We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s
accessibility laws.The MRG Group is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

The MRG Group understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.

The MRG Group is committed to excellence in serving and providing goods, services or facilities to all customers including people with disabilities.

Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.


We are committed to training all staff and volunteers in accessible customer service, other Ontario’s accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities.
In addition, we will train:
a) all persons who participate in developing the organization’s policies; and
b) all other persons who provide goods, services or facilities on behalf of the organization

Training of our employees and volunteers on accessibility relates to their specific roles. Training includes:
– purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standards
– our policies related to the Customer Service Standards
– 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 or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities.
– what to do if a person with a disability is having difficulty in accessing our organization’s goods, services or facilities.

People with disabilities may use their personal assistive devices when accessing our goods, services or facilities. In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.

We ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities.


We communicate with people with disabilities in ways that consider their disability. This may include the following: Onboarding, Orientation, Training and Internal communications.

We will work with the person with disabilities to determine what method of communication works for them.

Service Animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public and third parties. When we cannot easily identify that an animal is a service animal, our staff may ask for documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.
A regulated health professional is defined as a member of one of the following colleges:
– College of Audiologists and Speech-Language Pathologists of Ontario
– College of Chiropractors of Ontario
– College of Nurses of Ontario
– College of Occupational Therapists of Ontario
– College of Optometrists of Ontario
– College of Physicians and Surgeons of Ontario
– College of Physiotherapists of Ontario
– College of Psychologists of Ontario
– College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:
– explain why the animal is excluded
– discuss with the customer another way of providing goods, services or facilities

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. Fee/fare will not be charged for support persons.

In certain cases, this organization might require a person with a disability to be accompanied by a support person for the health or safety reasons of:
– the person with a disability
– others on the premises
Before making a decision, this organization name will:
– consult with the person with a disability to understand their needs
– consider health or safety reasons based on available evidence
– determine if there is no other reasonable way to protect the health or safety of the person or others on the premises

If this organization determines that a support person is required, we will waive the admission fee or fare (if applicable) for the support person.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, this organization 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.

Feedback Process

The MRG Group welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

All feedback, including complaints, will be handled by the General Manager of the establishment. Customers can expect to hear back in 72 hours.

The MRG Group ensures our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

Notice of Availability of Documents

The MRG Group notifies the public that documents related to accessible customer service, are available upon request by e-mail

The MRG Group will provide these documents in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.

Information and Communications

We have a process for receiving and responding to feedback and the process is accessible to persons with disabilities upon request.
We communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information about our organization and its services, including public safety information, in accessible formats or with communication supports:
a) in a timely manner, taking into account the person’s accessibility needs due to disability; and
b) at a cost that is no more than the regular cost charged to other persons.

We will consult with the person making the request in determining the suitability of an accessible format or communication support. If the organization determines that information or communications are unconvertible, the organization shall provide the requestor with:
a) an explanation as to why the information or communications are unconvertible; and
b) a summary of the unconvertible information or communications.

We will also meet internationally recognized Web Content Accessibility Guidelines (WCAG) 2.0 Level AA website requirements in accordance with Ontario’s accessibility laws.


We notify employees, job applicants and the public that accommodations can be made during recruitment and hiring. We notify job applicants when they are individually selected to participate in an assessment or selection process that accommodations are available upon request. We consult with the applicants and provide or arrange for suitable accommodation. We notify successful applicants of policies for accommodating employees with disabilities when making offers of employment.

We notify staff that supports are available for those with disabilities as soon as practicable after they begin their employment. We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that take into account an employee’s accessibility needs due to a disability. We will consult with employees when arranging for the provision of suitable accommodation in a manner that takes into account the accessibility needs due to disability.

We will consult with the person making the request in determining the suitability of an accessible format or communication supports specifically for:
a) information that is needed in order to perform the employee’s job; and
b) information that is generally available to employees in the workplace

Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. With the employee’s consent, we will provide workplace emergency information to a designated person who is providing assistance to that employee during an emergency.

We will provide the information as soon as possible after we become aware of the need for accommodation due to the employee’s disability.
We will review the individualized workplace emergency response information:
a) when the employee moves to a different location in the organization.
b) when the employee’s overall accommodations need, or plans are reviewed; and
c) when the employer reviews its general emergency response policies.

Updates to this Policy

This policy may be updated or amended at any time by The MRG Group in accordance with applicable governing laws.


The MRG Group will ensure that copies of this policy, including any subsequent revisions, are retained for a period of three years after the policy ceases to be in effect.


The MRG Group

26 Duncan St
Toronto ON
M5V 2B9

© 2022 MRG GROUP