The Royal Oak

Your Local Pub Since 1980 & Counting


The Royal Oak is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a manner that allows them to maintain their dignity and independence. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act (AODA) and Ontario’s accessibility laws.

The Royal Oak is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination. We understand that obligations under the AODA do not substitute or limit its obligations under the Ontario Human Rights Code.

The Royal Oak is committed to excellence in providing service 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.


We are committed to training all staff and volunteers in accessible customer service, other Ontario accessibility standards and aspects of the Ontario Human Rights Code that relate to persons with disabilities.

In addition, we will train:

    • All persons who participate in developing the organization’s policies
    • All other persons who provide goods, services or facilities on behalf of the Royal Oak.

Training our employees and volunteers on accessibility relates to their specific roles. Training includes:

    • The 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 support person
    • What to do if a person with a disability is having difficulty accessing our services

We train every person as soon as practicable after being hired and provide training in respect to any policy changes. We will maintain records of the training provided and the date it was taken.

Assistive Devices

People with disabilities may use their personal assistive devices when accessing our services. In cases where the assistive device presents a significant and unavoidable health and safety concern or may not be permitted for other reasons, we will do our best to ensure the person with a disability can access our services.


We will communicate with people with disabilities in ways that take into account their disability. We will work with the person with the disability to determine what method of communication works best for them.

Service Animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public. When we cannot easily identify that an animal is a service animal, our staff may ask for documentation from a regulated health professional that confirms the person needs the service animal for reasons related to their disability. However, if a service animal can be easily identified as such, no proof will be required. Visual indicators would include a harness or vest or when it helps the person perform certain tasks.

A regulated health professional is defined as a member of one of the following colleges:

    • College of Audiologists and Speech-Language Pathologists of Ontario
    • College of Chiropractors of Ontario
    • College of Nurses of Ontario
    • College of Occupational Therapists of Ontario
    • College of Optometrists of Ontario
    • College of Physicians and Surgeons of Ontario
    • College of Physiotherapists of Ontario
    • College of Psychologists of Ontario
    • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

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

    • Explain why the animal is excluded
    • Discuss with the customer another way of providing goods or services

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.

In the case of special events, where an entry fee may be charged to a customer, we will waive said fee for support persons. Any food or drink consumed by the support person will be charged at regular price. This information will be available to customers on our website under the Accessibility link.

In certain cases, The Royal Oak might require a person with a disability to be accompanied by a support person for the health or safety reasons of:

    • The person with the disability
    • Others on the premises

Before making a decision, The Royal Oak 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 the Royal Oak determines that a support person is required, we will waive any entry fee, where applicable.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services for customers with disabilities, we 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 services, if available.

The notice will be made available at the front door of the establishment in the view of the public and, if time allows, on our website.

Feedback Process

The Royal Oak welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns. The Royal Oak accepts feedback from the public in a variety of methods including:

Phone:         613-230-0803

In person:    at any of our pub locations

In writing:    1568 Carling Avenue, Suite 203, Ottawa, Ontario, K1Z 7M4

Email:           support @

All feedback, including complaints, will be handled by the Chief Executive Officer, Justin Howard. The CEO will investigate the claim and follow up with the customer within 72 hours. We will strive to ensure our feedback process is accessible to people with disabilities by providing feedback in a format that is geared towards the disability.

Notice of Availability of Documents

On the Royal Oak website, it is noted that documents related to accessible customer service are available upon request. Should documentation be requested, we will strive to provide such documentation in a suitable format for the person requesting it.

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 in accessible formats in a timely manner and at no cost.

We will consult with the person making the request to determine the suitability of an accessible format or communication support. If The Royal Oak determines the information is unconvertible, we shall provide the requester with:

    • An explanation as to why the information is unconvertible, and
    • A summary of the unconvertible information


We notify employees, job applicants and the public that accommodations can be made during recruitment and hiring. We notify job applicants when they are selected for interviewing that accommodations are available upon request. We consult with the applicant 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 support is 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 to determine the suitability of an accessible format or communication support specifically for:

    • Information that is needed in order to perform the employee’s job; and
    • 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 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 (no more than 14 days) after we become aware of the need for accommodation due to the employee’s disability.

We will review the individualized workplace emergency response information:

    • When the employee moves to a different location in the organization
    • When the employee’s overall accommodations, needs or plans are reviewed, and
    • When the employer reviews its general emergency response policies.

We will 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.

Changes to Existing Policies

Any policies 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 publicly available. Accessible formats are available upon request and we will do our best to accommodate.