The Canadian Opera Company and Four Seasons Centre offer numerous features that assist patrons in all aspects of attendance, from purchasing a ticket to taking a seat and enjoying the production.
- Option to enlarge font on the COC and FSCPA websites
- Accessible underground parking with elevator access to main vestibule (available through box office)
- Elevator access from the subway exit level to the main vestibule
- Barrier-free box office
- Automatic door openers at Queen Street entrance
- A limited number of wheelchairs for patrons’ use
- Elevator access to all levels of the venue
- Braille on directional signage and in elevators
- Every washroom is wheelchair accessible
- Unisex single transfer washrooms are available on Rings 2, 3, 4 and 5
- Hearing-assistive devices available for use
- Opera glasses available for rent
- Wheelchair accessible designated locations throughout all levels (except Ring 5) in most price levels
- Transfer arm seats (one arm opens to the aisle) on Orchestra, and Rings 3 and 4
- A limited number of armless loose chairs
- Call to performance through both ringing of bells and flickering of lights in main lobby
- SURTITLES™ translations projected on a screen above the stage
- Staff that have been trained in accessibility standards
The Canadian Opera Company offers many ticket options for patrons with special needs, to ensure equal access to our performances. Under 30, Rush and Standing Room discounts are all offered to patrons who require accessible seating.
Aisle and loose seating is offered to those with service animals, while support persons are offered discounted tickets if attending with a patron who requires assistance.
All seating is allocated based on availability and not all dates may be available. For more information on these services, call 416-363-8231 or visit our website at coc.ca.
A patron who is accompanied by a support person will be allowed to have that person accompany them to our venues. The support person will be discounted 50% off the regular ticket price. Ability to book seats for any given performance or date is always subject to availability.
A patron requiring personal and/or physical assistance to move within the venue are expected to bring a support person with them to the performance for the full duration of their visit. FSCPA staff members are not permitted to lift, lower, carry, hold, or physically support patrons, including those in a wheelchair. This policy protects the health and safety of both the patron and FSCPA staff.
Should a patron require the use of a wheelchair, walker or cane to move about the venue, but prefer to sit in a theatre seat for the performance, the Front of House staff are available to assist with the storing of a support item during the performance. An usher will meet the patron at their seat to collect the support item and store it during the performance and return with it at intermission and at the conclusion of the performance.
SERVICE ANIMALS
A patron requiring a service animal will be accommodated in select areas of the house, where aisle or leg room allows space for the animal and does not obstruct other patrons. Consideration must be given to building fire codes, evacuation procedures and availability so seating may not be available for all performances on all dates.
ASSISTIVE DEVICES
The FSCPA can accommodate assistive devices brought into our venue including wheelchairs, walkers and oxygen tanks.
The key-operated on/off function for the automatic door openers is turned on one hour prior to performance and is turned off after egress.
The FSCPA offers patrons hearing-assistance devices for their use including those that can be used in conjunction with hearing aids. They are available free of charge at the coat check on the Lower Level. Instruction on their use is also available at the coat check on the Lower Level.
We will communicate with people with disabilities in ways that take into account their disability.
Both the COC and FSCPA will make every attempt to communicate both planned and unexpected disruptions in facilities or services which are relied on by patrons enjoying our performances and venue. Notice of disruption will include information about the reason for the disruption, its anticipated length of time and a description of alternative facilities or services, if available. Notice of disruption will be clearly posted at the front entrance of the venue and (should timing permit) on the COC website, www.coc.ca.
In addition to our policies, procedure and practices, all COC/FSCPA staff that work directly with the public have been trained on the Accessibility for Ontarians with Disabilities Act (AODA). This training includes:
- Review of the purposes of the AODA
- The requirements of the Customer Service Standard
- Instruction on how to interact and communicate with people who have various types of disabilities, both visible and invisible
- Instruction on how to use assistive devices and facilities available at the FSCPA
- Instruction on how to interact with people with disabilities who are accompanied by an animal or support person
- Instruction on ways to work around barriers or challenges to offer service to patrons who are having difficulty accessing our services
This extensive training coupled with our in-house training programs, ensures all COC/FSCPA staff and volunteers, who interact with the public or third-party contractors, are well versed in the Customer Service Standard. Training is provided on an ongoing basis whenever changes are made to our policies, practices and procedures, or when a new staff member joins our team.
The COC is committed to customer service and to providing the best possible experience for our patrons. We urge patrons to provide us with feedback, both positive and negative, in regard to our performances, procedures and policies.
Patrons may do so in person at the welcome desk located on the main level by the Queen Street West entrance during a performance, by e-mailing us at accessibilty@coc.ca, calling 416-363-6671 or posting a letter to the attention of the Senior Manager, Sales and Customer Service, 227 Front St. E., Toronto ON M5A 1E8.
Information gathered through these channels will be read and reviewed by the Senior Manager, Sales and Customer Service for the Canadian Opera Company and treated as confidential. Customers can expect to hear back from us within two business days.
Mission Statement
The Canadian Opera Company (COC) and the Four Seasons Centre for the Performing Arts (FSCPA) are committed to accessible customer service policies, practices and procedures based on the principles of dignity, independence, integration and equal opportunity.
Every reasonable effort will be made to ensure that all patrons:
- Are treated with dignity and respect
- Are given the opportunity to attend performances in a way that is as comfortable and enjoyable as possible
- Have equal opportunity to access our performances, concerts, events and venues
- Have access to, and be informed of, all pertinent policies and procedures
ACCESSIBLE FEATURES
The Canadian Opera Company and Four Seasons Centre offer numerous features that assist patrons in all aspects of attendance, from purchasing a ticket to taking a seat and enjoying the production.
- Option to enlarge font on the COC and FSCPA websites
- Accessible underground parking with elevator access to main vestibule (available through box office)
- Elevator access from the subway exit level to the main vestibule
- Barrier-free box office
- Automatic door openers at Queen Street entrance
- A limited number of wheelchairs for patrons’ use
- Elevator access to all levels of the venue
- Braille on directional signage and in elevators
- Every washroom is wheelchair accessible
- Unisex single transfer washrooms are available on Rings 2, 3, 4 and 5
- Hearing-assistive devices available for use
- Opera glasses available for rent
- Wheelchair accessible designated locations throughout all levels (except Ring 5) in most price levels
- Transfer arm seats (one arm opens to the aisle) on Orchestra, and Rings 3 and 4
- A limited number of armless loose chairs
- Call to performance through both ringing of bells and flickering of lights in main lobby
- SURTITLES™ translations projected on a screen above the stage
- Staff that have been trained in accessibility standards
TICKETING
The Canadian Opera Company offers many ticket options for patrons with special needs, to ensure equal access to our performances. Under 30, Rush and Standing Room discounts are all offered to patrons who require accessible seating.
Aisle and loose seating is offered to those with service animals, while support persons are offered discounted tickets if attending with a patron who requires assistance.
All seating is allocated based on availability and not all dates may be available. For more information on these services, call 416-363-8231 or visit our website at coc.ca.
SUPPORT PERSONS
A patron who is accompanied by a support person will be allowed to have that person accompany them to our venues. The support person will be discounted 50% off the regular ticket price. Ability to book seats for any given performance or date is always subject to availability.
A patron requiring personal and/or physical assistance to move within the venue are expected to bring a support person with them to the performance for the full duration of their visit. FSCPA staff members are not permitted to lift, lower, carry, hold, or physically support patrons, including those in a wheelchair. This policy protects the health and safety of both the patron and FSCPA staff.
Should a patron require the use of a wheelchair, walker or cane to move about the venue, but prefer to sit in a theatre seat for the performance, the Front of House staff are available to assist with the storing of a support item during the performance. An usher will meet the patron at their seat to collect the support item and store it during the performance and return with it at intermission and at the conclusion of the performance.
SERVICE ANIMALS
A patron requiring a service animal will be accommodated in select areas of the house, where aisle or leg room allows space for the animal and does not obstruct other patrons. Consideration must be given to building fire codes, evacuation procedures and availability so seating may not be available for all performances on all dates.
ASSISTIVE DEVICES
The FSCPA can accommodate assistive devices brought into our venue including wheelchairs, walkers and oxygen tanks.
The key-operated on/off function for the automatic door openers is turned on one hour prior to performance and is turned off after egress.
The FSCPA offers patrons hearing-assistance devices for their use including those that can be used in conjunction with hearing aids. They are available free of charge at the coat check on the Lower Level. Instruction on their use is also available at the coat check on the Lower Level.
COMMUNICATION and TEMPORARY DISRUPTIONS
We will communicate with people with disabilities in ways that take into account their disability.
Both the COC and FSCPA will make every attempt to communicate both planned and unexpected disruptions in facilities or services which are relied on by patrons enjoying our performances and venue. Notice of disruption will include information about the reason for the disruption, its anticipated length of time and a description of alternative facilities or services, if available. Notice of disruption will be clearly posted at the front entrance of the venue and (should timing permit) on the COC website, www.coc.ca.
STAFF TRAINING
In addition to our policies, procedure and practices, all COC/FSCPA staff that work directly with the public have been trained on the Accessibility for Ontarians with Disabilities Act (AODA). This training includes:
- Review of the purposes of the AODA
- The requirements of the Customer Service Standard
- Instruction on how to interact and communicate with people who have various types of disabilities, both visible and invisible
- Instruction on how to use assistive devices and facilities available at the FSCPA
- Instruction on how to interact with people with disabilities who are accompanied by an animal or support person
- Instruction on ways to work around barriers or challenges to offer service to patrons who are having difficulty accessing our services
This extensive training coupled with our in-house training programs, ensures all COC/FSCPA staff and volunteers, who interact with the public or third-party contractors, are well versed in the Customer Service Standard. Training is provided on an ongoing basis whenever changes are made to our policies, practices and procedures, or when a new staff member joins our team.
FEEDBACK PROCESS
The COC is committed to customer service and to providing the best possible experience for our patrons. We urge patrons to provide us with feedback, both positive and negative, in regard to our performances, procedures and policies.
Patrons may do so in person at the welcome desk located on the main level by the Queen Street West entrance during a performance, by e-mailing us at accessibility@coc.ca, calling 416-363-6671 or posting a letter to the attention of the Senior Manager, Sales and Customer Service, 227 Front St. E., Toronto ON M5A 1E8.
Information gathered through these channels will be read and reviewed by the Senior Manager, Sales and Customer Service for the Canadian Opera Company and treated as confidential. Customers can expect to hear back from us within two business days.
INFORMATION AND DOCUMENTATION
The Canadian Opera Company and Four Seasons Centre Accessibility Standards may be requested in various font sizes by e-mailing us at accessibility@coc.ca or by calling 416-306-2361. Please contact us with any questions.