Accessibility

Commitment Statement

Mercatto Hospitality is dedicated to ensuring equal access and participation for our team members and guests with disabilities. We are devoted to making sure guests with disabilities can visit our restaurants and event spaces in a manner that respects their dignity and independence. We will take every necessary measure to eliminate and prevent barriers to accessibility, and comply with our accessibility obligations under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.

Information and Communication

We will communicate with guests with disabilities in an appropriate manner that takes into account their specific needs. Upon request, we will provide any publicly available information in accessible alternative formats or with the necessary communication support.

Assistive Devices

Mercatto Hospitality welcomes guests with disabilities to utilize assistive devices in order to access, use, or benefit from our goods and services.

Support Persons

Mercatto Hospitality warmly welcomes individuals with disabilities who are accompanied by a support person. At no point will a person with a disability, accompanied by a support person, be denied access to their support person.

Service Animals

Mercatto Hospitality welcomes individuals with disabilities who are accompanied by a service animal in areas of our premises that are open to the public. In situations where it may not be obvious that an animal is a service animal, our staff may request documentation from a regulated health professional.

Notice of Temporary Disruptions

In the event of a planned or unforeseen disruption in accessible services or facilities, Mercatto Hospitality will provide public notice. This notice will be posted on the front door of our premises or in the nearest accessible area. It will include information about the reason for the disruption, the expected duration, and any alternative facilities or services available. Additionally, whenever feasible, we will communicate disruptions to accessible services or facilities on our website and via social media.

Training

We are committed to providing ongoing training to our employees on Ontario’s accessibility laws and relevant aspects of the Ontario Human Rights Code pertaining to individuals with disabilities. Our employees will be trained on how to welcome and serve guests with disabilities, including those who use assistive devices. They will also learn how to assist guests in accessing Mercatto Hospitality’s goods and services, and how to communicate and provide notice of temporarily unavailable facilities or services. Additionally, guests will be informed on how they can provide feedback regarding accessibility at Mercatto Hospitality. We will continue to assess and enhance our standards, practices, and training to ensure that we are meeting the requirements for our guests with disabilities to fully enjoy our restaurants and event spaces.

Employment

We will inform employees, potential hires, and the public that accommodations are available during the recruitment and hiring process. Our staff will be made aware of the support available for individuals with disabilities, and we will implement a process to create individual accommodation plans for employees who require them. As needed, we will also provide customized emergency information to assist an employee with a disability during an emergency.

Feedback Process

We welcome input from our team members, guests, and all visitors to our offices and establishments regarding their experiences with our accessibility services. Mercatto Hospitality is dedicated to promptly addressing all feedback received. Guests have the option to provide feedback through the following channels:

• Speaking directly with a manager while on the premises
• Contacting the restaurant via phone (you can find all restaurant phone numbers on our websites)
• Sending written feedback to 20 Wellington St. East, # 1, Toronto, ON M5E 1C5
• Using the feedback page on our website www.mercatto.ca

Notice of Availability

Copies of our accessible customer service plan can be requested. Please reach out to us at info@mercatto.ca, or by mail at 20 Wellington St. East, # 1, Toronto, ON M5E 1C5. Mercatto Hospitality is committed to providing this document in an accessible format or with communication support, upon request. We will work with the requester to determine the most suitable format or communication support. The accessible format will be provided promptly and at no additional cost.

At Mercatto Hospitality, we are dedicated to crafting customer service policies that align with the requirements of AODA and uphold the dignity and independence of individuals with disabilities. Any policy or practice that contradicts this objective will be assessed and adjusted where feasible. For any further inquiries, please contact us at info@mercatto.ca.

Restaurant Accessibility Information