We Bingo
Accessibility Standards Policy (AODA)
Effective Date: 30-10-2025
Intent
This policy sets out the company’s commitment to standards for accessibility across customer service, information and communications, staff training, employment and the design of public spaces.
Statement of Commitment
In fulfilling its mission, Community Gaming & Entertainment Group LP (CGEG) strives at all times to provide accessible customer service to people with disabilities.
CGEG is committed to providing its goods and services to people with disabilities in a way that respects their dignity and independence. It is also committed to giving people with disabilities the same opportunity to access its goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers.
CGEG welcomes patrons who require the use of assistive devices, support persons and/or service animals to aid in accessing the goods and services provided at our gaming sites.
CGEG endeavours to prevent and remove barriers, improve opportunities for people with disabilities, and address the current and future requirements of the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).
This policy is available in alternate formats upon request.
Accessible Customer Service
1. Assistive Devices
We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and services.
While CGEG and its employees are committed to familiarizing themselves with the various assistive devices that may be used by customers, if an employee is not immediately able to service the customer via the assistive device he/she uses, that employee will immediately refer the matter to the Site Operations Manager who will be vested with the responsibility to achieve the necessary customer service to that customer on their assistive device as quickly as reasonably possible.
2. Communication
We will communicate with people with disabilities in ways that take into account their disability. When asked, we will provide information and communication materials in accessible formats or with communication supports. This includes publicly available information about our goods, services and facilities, as well as publicly available emergency information. CGEG will consult with people with disabilities to determine their information and communication needs.
CGEG is committed to providing employees with publicly available emergency information in alternative formats upon request. In addition, CGEG will develop an individualized emergency response program for our employees with disabilities where necessary.
CGEG will adapt the existing feedback processes to ensure these processes are accessible to people with disabilities upon request, to the extent practicable.
In addition to communications with Operations Managers at the site level, CGEG customers can provide their feedback through email, telephone, or regular mail to their preferred site. Alternatively, they can contact Head Office at email: [email protected], or call Nicole Convey at 519-948-7500 x230, or send a letter to CGEG LP 3240 Electricity Drive, Windsor ON N8W 5J1
3. Service Animals
We welcome people with disabilities and their guide dogs or service animals. Guide dogs and service animals are allowed on the parts of our premises that are open to the public. It is the responsibility of the person with a guide dog or service animal to control the animal at all times. In the event an employee is allergic to animals, alternative suitable arrangements will be negotiated
4. Support Persons
A person with a disability who is accompanied by a support person (must be over the age of 18) will be allowed to have that person accompany them on our premises. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on the Company’s premises.
Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person.
5. Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, CGEG will notify customers promptly. A 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 posted on the main entrance doors of the facility, on the website and noted in the telephone message.
- Training for Staff
CGEG will provide training to employees and volunteers regarding Ontario’s Accessibility Laws and on the Human Rights Code as it relates to people with disabilities. Individuals in the following positions will be trained:
- Site Operations Manager
- Staff (Sessional Managers, Callers, Customer Service Representatives, Snack Bar and Maintenance)
- Charity members and volunteers will have the option to take the training, and will have unlimited access to AODA materials and literature.
Additional inhouse training will be provided in a way that best suits the needs of employees and volunteers based on how it relates to their individual work assignments.
CGEG currently provides AODA based training through an online platform for all employees which is tracked and monitored for reporting purposes.
- All employees have been trained on AODA and Accessible Standard for Customer Service
- All new employees are trained during their onboarding process
Training online and inhouse will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- CGEG’s plan related to the customer service standard (this policy)
- How to interact and communicate with people with various disabilities
- How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person
- How to use the equipment or devices available on site or otherwise that may help with providing goods and services to people with disabilities
- What to do if a person with a disability is having difficulty in accessing CGEG’s goods and services.
Staff will also be trained when changes are made to our policy.
7.Feedback Process
Customers who wish to provide feedback on the way CGEG provides goods and services to people with disabilities can do so verbally at the gaming site, in writing, through our website, via email or by postal service. All feedback will be directed to:
Nicole Convey
HR/Payroll Administrator
Community Gaming & Entertainment Group LP
3240 Electricity Rd
Windsor, Ontario N8W 5J1
corporate@cgeg.com
Email feedback can also be directed to a specific site as follows:
[email protected] [email protected]
[email protected] [email protected]
Customers can expect to hear back within seven (7) days. Complaints will be addressed according to our organization’s regular complaint management procedures.
8. Modifications to this or other Policies
Any policy of CGEG’s that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
9. Questions about this Policy
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about this policy, please contact:
Nicole Convey
HR/Payroll Administrator
Community Gaming & Entertainment Group LP
3240 Electricity Rd Windsor, Ontario
N8W 5J1
Employment
CGEG will notify the public and employees that, when requested, we will accommodate disabilities during recruitment and assessment processes, and when people are hired. If needed, we will provide customized workplace emergency information to employees who have a disability. Through our processes, we will take into account the accessibility needs of employees with disabilities.
CGEG has an Accommodation Process in place to ensure that the needs of employees with disabilities are met, and through an Individual Accommodation Plan to allow the individual to be successful in their role while maintaining their dignity and respect.
- Provide employee with disabilities a Functional Abilities Form to aid in a successful return to work process
- Provide employee with disabilities an Individual Accommodation Plan upon request
- Provide employee with disabilities an Emergency Response Form upon request.
Accessible Design For Public Spaces
CGEG will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces such as accessible off street parking and service-related elements like service counters and waiting areas.
CGEG will ensure that, when accessible elements in public spaces are disrupted due to preventative or emergency maintenance, signage will be posted and alternative accommodations will be made to support persons with disabilities.
Over the past several years, CGEG has renovated its facilities and during that process, has attempted to remove pre-existing barriers for persons with disabilities in order to make our facilities both a great place to work and visit.
Multi-year Accessibility Plan (AODA) Commitment
In its commitment to continued growth and learning, CGEG will review the multi-year accessibility plan every five years to identify progress made in addressing barriers and to remain focused on building awareness and knowledge when providing goods and services to individuals with disabilities.
Any of our policies that do not respect and promote the dignity and independence of people with disabilities will be modified or removed.