STATEMENT OF ORGANIZATIONAL COMMITTMENT

 

Marcello’s Pizzeria 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 by meeting our accessibility requirements under Ontario’s accessibility laws while fully committing and adhering to Public Health Inspection regulations.

 

Marcello’s Pizzeria is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

 

Ministry For Seniors & Accessibility Policy

 

Marcello’s Pizzeria is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

Marcello’s Pizzeria 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.

Marcello’s Pizzeria 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 but do not impede our other customers rights to the same considerations.

Training

 

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

• what to do if a person with a disability is having difficulty in accessing our organization’s goods, services or facilities.

 

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 and the number of individuals to whom it was provided.

 

ASSISTIVE DEVICES

 

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.

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COMMUNICATION

 

We communicate with people with disabilities in ways that take into account their disability. This may include the following:

 

Email: marcellos@marcellospizzeria.com

Phone: 905-532-0184 can call contact prior to their arrival

 

Hosts/waitstaff communicate with guests as they arrive.

 

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 TRUE service animals. Service animals are allowed on the parts of our premises that are open to the public and third parties. As identified on the AODA website “service animals have training to perform specific tasks for people with disabilities. Emotional support animals provide comfort and security. However, they do not have training for specific tasks. Therefore, emotional support animals do not qualify as service animals under the AODA act.”

 

When we cannot easily identify that an animal is a service animal, our staff will ask for documentation 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 when it helps the person perform certain tasks. Our restaurant is a fast pace high-volume family restaurant.  Because of this, we do require all service animals to remain in a harness and to remain on the floor while on our premises.

 

If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods and services or facilities:

 

Take out services will be available.

 

Order through SKIP THE DISHES app.

 

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 without declaration or announcement.

 

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, Marcello’s 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 made publicly available in the following ways:

 

Voicemail recording @ 905-532-0184

Website www.marcellospizzeria.com

Instagram posts @marcellos_pizzeria

In Person if weather permitting and in store signage weather permitting @

Marcello’s Pizzeria

3175 Rutherford Road Unit 18

Vaughan, ON

L4K 5Y6

 

(However, in the event of a power outage we will not be able to fulfill our commitment)

 

FEEDBACK PROCESS

 

Marcello’s Pizzeria welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

 

Feedback may be provided in the following ways:

 

Email @ marcellos@marcellospizzeria.com

On site interaction @

Marcello’s Pizzeria

3175 Rutherford Road Unit 18

Vaughan, ON

L4K 5Y6

 

All feedback, including complaints, will be handled in the following manner:

 

• Feedback will be directed to the General Manager Frank Galifi

• Customers can expect to hear back in 15 business days

 

Marcello’s Pizzeria ensures our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

 

NOTICE OF AVAILIBILITY OF DOCUMENTS

 

Marcello’s Pizzeria notifies the public that documents related to accessible customer service, are available upon request by posting a notice on our website: www.marcellospizzeria.com and following location(s)/way(s):

Marcello’s Pizzeria

3175 Rutherford Road Unit 18

Vaughan, ON

L4K 5Y6

 

Marcello’s Pizzeria 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 & 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, Marcello’s Pizzeria 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.

 

EMPLOYMENT

 

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 practicable 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 needs or plans are reviewed; and

c) when the employer reviews its general emergency response policies.

 

We have a written process to develop individual accommodation plans for employees.

 

We have a written process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work.

 

Our performance management, career development and redeployment processes take into account the accessibility needs of all employees.

 

CHANGES TO EXISTING POLICES

 

Any policies of this organization that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

 

This document is available upon request.

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MESSAGE FROM THE OWNER

 

Marcello’s Pizzeria is committed to ensuring equal access and participation for people with disabilities and all customers. We have been in business for many decades and have been fortunate enough to have many repeat customers. During our time we have had the opportunity to become familiar with our community base and meeting the needs of all our customers. Aside from all mandates, we offer a humanistic and sensible approach to all of our customer’ needs.

 

Marcello’s Pizzeria strives to meet the needs of its employees and customers with disabilities and is working hard to remove and prevent barriers to accessibility. We are 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 to improve our role in making Ontario an accessible province for all Ontarians is ever evolving. Because we are a high-volume restaurant, we have to prioritize each client with their specific needs.

 

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 and the number of individuals to whom it was provided. With the kind of volume we serve, there are always new and complicated situations that cannot always be anticipated. We strive to do the best we can to make our customers happy and keep the flow of customers coming in.

 

Marcello’s Pizzeria reaffirms our commitment with the Customer Service Standards, how customer feedback is submitted, actions to address the feedback received and how to identify/address potential barriers that may prevent people from giving feedback. Customers are always welcome to approach any of our staff members in person, leave a comment online or call us with any concerns.

 

Our staff have completed on-line training and have received a Certificate of Completion from The Ontario Human Rights Commission. We are committed to providing service to people with disabilities. This means that we will provide goods, services and facilities to people with disabilities with the same high quality and timeliness as others.

 

Marcello’s Pizzeria is committed to fair and accessible employment practices. We have contacts in the community that help students connect with our restaurant to learn skill sets for jobs in hospitality and learn life skills.  

 

For more information on this accessibility plan, please contact at

Frank Galifi

Phone: 905 532-0184

Email Address: marcellos@marcellospizzeria.com

Instagram: @ marcellos_pizzeria

 

Our accessibility plan is available to those who inquire at any of the aforementioned formats.