Plans and Policies

The Great Blue Heron Casino is committed to providing its goods and services in ways that respect the dignity and independence of people with disabilities. We are committed to providing people with disabilities, access to our goods and services in a similar manner as other customers.

Accessible Customer Service Policy

The Accessibility Standard for Customer Service, Ontario Regulation 429/07, became law on January 1, 2008. It is the first of five accessibility standards implemented under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). The Act and its Regulations are important steps that are required to creating a barrier-free and accessible Ontario by 2025.

GBH is committed to excellence when serving all customers including people with disabilities by following the core principles of the AODA. GBH will use reasonable efforts to ensure that policies, practices and procedures are documented and consistent with the following core principles of the standard:

  • Dignity: Respect the dignity of a person with a disability. Treat them as customers and clients who are as valued and as deserving of effective and full service as any other customer.
  • Independence: People who may move or speak more slowly should not be denied an opportunity to participate in a program or service because of these factors. A GBH employee should not hurry them or take over a task for them if they prefer to do it themselves in their own way.
  • Integration: Allow people with disabilities to fully benefit from the same services, in the same place and in the same or similar way as other customers. Sometimes, integration does not serve the needs of all people with disabilities. In these cases it is necessary to use alternate measures to provide goods or services.
  • Equal Opportunity: Allow people to have the same chances, options, benefits and results as others. In the case of services, it means that people with disabilities have the same opportunity as others to benefit from the way GBH provides goods or services. They should not have to make significantly more effort to access or obtain service. They should also not have to accept lesser quality or more inconvenience.
  • Communication and Documentation:
    • When communicating with a person with a disability, GBH employees will do so in a manner that takes into account the person's disability.
    • When providing a copy of a document to a person with a disability, GBH shall give the person the document, or the information contained in the document, in a format that takes into account the person's disability.
  • Personal Assistive Devices: GBH permits customers with disabilities to use their own personal assistive devices provided the assistive device does not jeopardize or interfere with the integrity and assets of the organization.
  • GBH Assistance Provided: GBH may offer a person with a disability other reasonable measures to assist the person in obtaining, using or benefiting from GBH’s goods and services. Where GBH has such other measures available, this must be documented in policies, practices and procedures.
  • Support Persons:
    • GBH ensures entry of customers with disabilities accompanied by a personal support person into GBH premises, subject to applicable age restrictions.
    • Standard costs will apply to personal support workers accompanying persons with disabilities at special events.
  • Service Animals: A person with a disability may enter GBH premises accompanied by their guide dog or service animal in areas of the premises that are open to the public, unless the animal is excluded by another law. If a service animal is excluded by law, other measures to provide services to the person with a disability may be used.
  • Notice of Disruptions in Service:
    • GBH will make reasonable efforts to provide notice to customers, when possible, if services are unavailable.
    • When a disruption occurs unexpectedly, notice shall conspicuously be posted as soon as possible.
  • Feedback:
    • GBH will acknowledge customer feedback in a timely manner that takes into account the customer's disability.
    • GBH will capture and track customer feedback through available tracking systems.
  • Training:
    • All persons to whom this policy applies will receive training as required by the Accessibility Standards for Customer Service.
    • Accessible Customer Service training has been provided to all GBH employees who provide customer service to our patrons. Records of training must be kept, including the dates that training was provided and the number of individuals who received the training.  
  • Availability of GBH Accessibility Policy: Public access to the GBH Accessible Customer Service Policy will be available in alternate formats upon request.

Contact Us

GBH is committed to providing excellent customer service to all, including those with disabilities. If you have feedback about your accessible customer service experience, please let us know by calling 1-905-985-4888 or toll free at 1-888-294-3766 and ask for an AODA representative. You may also contact us by fax at 1-905-985-9974 or by mail at:

Great Blue Heron Casino 
21777 Island Road
Port Perry, Ontario 
L9L 1B6
Please indicate your preferred method of contact: by mail, in person, fax, e-mail or by telephone.

Any personal information provided is collected under the authority of Accessibility for Ontarians with Disabilities Act, 2005 (AODA) for the primary purpose of receiving and responding to your feedback/inquiry as required.

For more information, download our Accessible Customer Service Feedback Process.

Multi-Year Accessibility Plan

The Great Blue Heron Casino (GBH) Multi-Year Accessibility Plan is a road map that describes how we will transform the GBH into an accessible organization. This plan documents our approach to building an inclusive GBH and takes our vision to a whole other level: achieving an accessible public service organization. This document is available in alternate formats upon request.

Download the GBH Multi-Year Accessibility Plan.

Annual Accessibility Progress

GBH has implemented many accessibility changes and improvements since 2010 to make our products, services and facilities more accessible to people with disabilities. GBH is committed to support increased accessibility across our organization.

The following is a summary of the accessibility initiatives GBH has implemented. This document is available in alternate formats upon request.

Download the Annual Accessibility Status Report.