Accessible Customer Service Plan

Providing Goods & Services to People with Disabilities


Atlantis Pavilions is committed to excellence in serving all clients including those with disabilities.


We are committed to serving clients with disabilities who use assistive devices. We will ensure our staff are trained and familiar with the various assistive devices that may be used by our clients and guests with disabilities. To that end, we ask that all clients of our facilities advise if they require ramps prior to touring our facility or for their guests to ensure that we can properly accommodate them. Atlantis Pavilions has an elevator, ramps allowing access from parking lots to event space and golf cart service to assist guests with reaching the building.


We will communicate with people with disabilities in ways that takes into account their disability.

We will do this in such a way that respects their independence and dignity.

Our Accessible Customer Service Plan will be posted on our website at www.atlantispavilions.com


Clients are welcome to be accompanied by a service animal to assist them in all public areas of our premises. By law, animals are not permitted in our kitchens.


Clients are welcome to be accompanied by support persons to assist them in all public areas of our premises.

Fees will not be charged for support persons if they do not consume food or beverages. If they do consume food or beverages, the client hosting the event will be charged at the same rate as all other guests in attendance for the event. Each case will be reviewed individually by senior management.

We will notify customers regarding our support person policy through discussions during the sale of a function.


Atlantis Pavilions will provide training to all employees and others who interact with clients, the general public or third parties on our behalf. Individuals in the following positions will be trained: Sales Staff, Operations Managers, Wait Staff.

This training will be provided to staff within 3 months of hiring.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005, and the requirement of the customer service standard
  • Atlantis Pavilions’ plan 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 support persons
  • How to operate on-site devices that may help with providing our goods and services to people with disabilities such as golf carts and elevators
  • What to do if a person with a disability is having difficulty in accessing our goods and services.

Staff will also be trained if/when changes are made to the Accessibility for Ontarians with Disabilities Act, or to our plan.


Customers who wish to provide feedback on the way that Atlantis Pavilions provides goods and services to people with disabilities will receive an email survey from the sales associate who handles their function. A link will also be added to our website which will enable guests and customers to provide feedback.

All feedback, including complaints, will be reviewed by senior management such as the Vice President or one of the Managing Directors. Each instance will be handled on a case-by-case basis.

Customers can expect to hear back within 10 (ten) business days.

Regular Mail should be directed to:
Atlantis Pavilions
955 Lake Shore Blvd West
Toronto, ON  M6K 3B9

Email Correspondence should be directed to:

Website Correspondence should be directed to:


In the event of a planned or unexpected disruption to services at our facility for customers with disabilities, Atlantis Pavilions will notify clients promptly by posting a notice. This notice will include information about the disrupted services or facilities, reasons for the disruption, its anticipated length of time and a description of alternative facilities or services, if available. This notice will be placed with our directional event signage.

If time permits, the interruption notice will be sent out to the function organizer.


Any policy of Atlantis Pavilions that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.