Accessible Service Policy - TD Place

Click here to review our multi-year accessibility plan ?

Commitment

Ottawa Sports and Entertainment Group includes a number of companies, including TD Place, the Ottawa REDBLACKS Football Club, the Ottawa 67’s Hockey Club, and OSEG Foundation (collectively, “OSEG” for the purposes of this Policy).

OSEG is dedicated to creating a best-in-class destination for families and guests of all ages – one that delivers unique sports and entertainment experiences and creates lasting memories. Guided by our core values of Teamwork, Integrity, Passion, and Innovation, we strive to provide memorable experiences for everyone.

OSEG is committed to providing a respectful, welcoming, accessible, and inclusive environment in the delivery of goods and services to customers, clients, and employees. We provide goods and services to people with disabilities in a manner that respects dignity and independence, promotes equality of opportunity, and supports integration.

This Policy is intended to meet the requirements and spirit of applicable legislation, including the Accessibility for Ontarians with Disabilities Act (AODA), the Ontario Human Rights Code, the Occupational Health and Safety Act, and the Ontario Building Code Act.

OSEG’s accessibility services include, but are not limited to, the following:

Communication
Assistive Devices and Systems
Accessible Buildings
Service Disruptions
Accessible Seating
Service Animals
Support Persons
Transportation and Parking
Training

Communication

OSEG is committed to providing accessible services to guests at TD Place. Our Guest Experience team is trained to communicate with people with disabilities in a clear, respectful, and responsive manner, taking into account individual needs.

When communicating by telephone, guests may request the use of relay services or alternative communication methods such as email, text, or mail. Hard and electronic copies of this and other public OSEG policies are available in regular or large print and can be provided upon request.

OSEG’s internet and web content conforms to the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines (WCAG) 2.0, Level AA.

Assistive Devices and Systems

OSEG welcomes guests with disabilities and encourages the use of personal assistive devices.

OSEG ensures that employees are trained and familiar with various assistive devices that may be used by individuals accessing goods or services in publicly accessible areas.

Wheelchairs

Wheelchair escorts are available for temporary transit within TD Place. Guests requiring oxygen tanks are permitted to bring them into the venue. Guests are encouraged to notify Guest Services so appropriate seating accommodations can be assessed.

Assistive Listening

Assistive listening is available for certain events at TD Place through the Audio Everywhere mobile app and the venue’s AODA Wi-Fi. Guests may visit a Guest Experience booth for assistance.

If assistive listening is required for a special event where it is not currently offered, guests are asked to contact [email protected] at least three (3) weeks in advance to explore alternative solutions.

Sensory Kits

Sensory kits are available free of charge at Guest Services booths (with valid photo ID). Kits include:

Sunglasses
Noise-reducing earmuffs
Fidget and sensory tools
Antibacterial wipes

Accessible Buildings

The Accessible Support Entrance is located at

Gate 1 via the ramp from Bank Street or Frank Clair Way off Exhibition Way for both Stadium

and Arena events.

TD Place offers elevators, family washrooms, and wheelchair-accessible stalls in all washrooms.

Service Disruptions

OSEG will provide prompt notice when there is a temporary disruption to facilities or services commonly used by guests with disabilities. Notices will include:

the reason for the disruption;
the anticipated duration; and
alternative facilities or services, where available.

Notices will be posted at Guest Experience booths, the Box Office, at the point of disruption, and online where possible. Emergency response procedures will be directed by venue representatives.

Accessible Seating

Accessible seating at TD Place may be purchased as a single ticket or as a pair (see Support Persons below).

Tickets may be purchased:

By phone: 613-232-6767 (Extension 1 for season tickets and packages)
By email: [email protected]
In person: TD Place Box Office (beside Gate 3)

Ticket Exchanges

Season Seat Holders: Contact the Sales Team at 613-232-6767, Extension 1
Tickets gifted by Season Seat Holders: Written confirmation from the Season Seat Holder is required
Tickets purchased through TD Place: Exchanges subject to availability
Tickets purchased from third parties: Exchanges or refunds cannot be offered

Accessible seating is subject to availability and is not guaranteed. Unsold accessible seats may be released to the general public forty-eight (48) hours prior to an event.

Service Animals

Service animals are welcome at TD Place and may accompany guests in all areas open to the public.

For safety reasons, guests with service animals are required to be seated in accessible seating areas.

Support Persons

Support persons are welcome at TD Place. All guests, including support persons, must hold a valid ticket, which is charged at standard pricing.

Where possible, Guest Experience will attempt to seat guests and support persons together. In limited circumstances, including for health and safety reasons, OSEG may require that a person with a disability be accompanied by a support person.

OSEG participates in the Easter Seals Access 2 Program. For guests attending the following sporting events: Ottawa REDBLACKS, Ottawa 67’s, Atletico Ottawa, Ottawa Rapid FC, and Ottawa BlackJacks games at TD Place who hold a valid Access2 card, they may receive one (1) complimentary admission ticket for their verified support person, subject to availability.

Transportation and Parking

OSEG works with OC Transpo and STO to provide accessible Park & Shuttle and Take Transit services to TD Place. Accessible drop-off and pick-up locations are available on Bank Street near Gate 1.

During major events at TD Place, additional parking spaces are available near elevator lobbies within the underground garage for guests who require accessible parking. The designated Para Transpo and Taxi pick-up/drop-off zones are located at our Accessible Support Entrances, near Gate 1. Our Guest Services team available at Gate 1 to provide assistance to guests.

TD Place is happy to provide wheelchairs to transport guests who may require assistance to and from their mode of transport and their seats upon arrival at TD Place. A member of our Guest Services team can meet guests at our Accessible Support Entrance located at Gate 1 to ensure they receive the appropriate attention. Due to limited availability, wheelchairs may not be used for the duration of an event.

To arrange assistance, guests are encouraged to contact 1-844-FAN-INFO (1-844-326-4636) or [email protected] at least twenty-four (24) hours in advance.

Training

OSEG ensures that Guest Experience staff, Sales staff, third-party operators, and those involved in policy development receive training on serving guests with disabilities.

Training covers: