Live Nation Canada

Accessible Customer Service Policy

1. Background

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) was created with the goal of developing standards that would improve accessibility for people with disabilities across the Province. The Accessibility Standards for Customer Service are effective January 1, 2012.

2. Policy Statement

Live Nation Canada is committed to providing all customers/clients including those living with disabilities the same opportunity to benefit from our goods and services.

3. Policy Application

3a) This policy applies to all divisions of Live Nation Canada and to every person who deals with customers/clients or other third parties on behalf of Live Nation Canada whether they do so as employees, volunteers, agents or otherwise and every person who participates in developing Live Nation Canada's policies, procedures and practices that deal with the provision of goods and services.

3b) The part of the policy that deals with the use of Service Animals and Support Persons applies only to goods or services provided by Live Nation Canada at premises owned or operated by Live Nation Canada.

3c) This policy may be supplemented by practices and procedures, as required by Ontario Regulation 429/07.

4. Guiding Principles for the Provision of Goods and Services to Persons with Disabilities.

This policy is intended to fulfill the requirements of Ontario Regulation 429/07 under the AODA. It applies to the provision of goods or services, not the goods themselves.

As part of our commitment to providing service excellence, Live Nation Canada will make reasonable efforts to ensure that our policies, procedures and practices pertaining to providing goods and services to customers/clients with disabilities are consistent with the following guiding principles.

5. Definition(s) - In this policy, the following words have the following meanings.

Accessibility Coordinator - The person(s) appointed by Live Nation as Accessibility Coordinator.

Assistive Device is a technical aid, communication device, or medical aid modified or customized, that is used to increase, maintain, or improve the functional abilities of people with disabilities.

Barrier , as defined by the AODA, means anything that prevents a person with a disability from fully participating in all aspects of society because of his or her disability, including a physical barrier, an architectural barrier, an information or communications barrier, an attitudinal barrier, a technological barrier, a policy or a practice.

Disability , as defined by the AODA and the Ontario Human Rights Code, is:

Service Animal – As reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a Disability if it is readily apparent that the animal is used by the person for reasons relating to his or her Disability, or if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the Disability.

Support Person – As reflected in Ontario Regulation 429/07, a support person means, in relation to a person with a Disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services.

6. Providing Goods and Services to Persons with Disabilities Processes and Procedures

Live Nation Canada is committed to serving all customers/clients including people with disabilities by removing Barriers that might arise in the course of doing business as follows:

6a) Communication - We will communicate with people with various types of disabilities in ways that take into account their Disability. This means that we will communicate in a means that enables persons with disabilities to communicate effectively for the purposes of using, receiving and requesting Live Nation’s goods, services and facilities. We will provide training to our staff, volunteers, agents/contractors and any other individuals who interact with customers/clients or other third parties on behalf of Live Nation Canada L in accordance with section 9 below.

6b) Telephone Services – We are committed to providing fully accessible telephone services. We will offer to communicate with customers/clients using the relay service or by email if telephone communication is not suitable for their needs or is not available. We will provide training to our staff, volunteers, agents/contractors and any other individuals who interact with customers/clients or other third parties on behalf of Live Nation Canada to communicate over the telephone in clear and plain language and to speak clearly and slowly.

6c) Web Accessibility - Web Accessibility is the practice of ensuring that websites are usable by as wide an audience as possible. As part of our commitment to service excellence, we will assess our site(s) to identify accessibility Barriers and implement improvements taking into account accessibility guidelines and best practices. It is a priority to maintain a website so that all customers/clients including persons with disabilities can understand and interact with our website and its content.

6d) Purchasing Accessible Seats - Accessible seats at Molson Canadian Ampthitheatre may be purchased online at ticketmaster.ca or by phone at 1-855-682-6736. Customers with accessible needs at Echo Beach should see Guest Services upon arrival and will be escorted to the Accessible area (raised platform). Please note: Companion seat pricing is the same as all tickets within the same price category.

6e) Assistive Devices

a) Persons with disabilities may use assistive devices as required in accessing goods or services provided by Live Nation Canada unless otherwise prohibited by law.

b) A list of assistive devices provided by Live Nation Canada at venues owned and operated by Live Nation will be developed and maintained if applicable. To the extent applicable, Live Nation Canada will ensure that staff know how to use the assistive devices available at their various venues for customers/clients and inform customers/clients of the assistive devices that are available.

7. Use of Support Persons and Service Animals

7a) Support Persons

a) Persons with disabilities are permitted to be accompanied by their Support Person in areas/premises owned or operated by Live Nation Canada that are open to customers/clients, when accessing goods or services provided by Live Nation Canada)

b) All customers/clients entering venues (s) owned or operated (in Ontario) by Live Nation Canada (Molson Canadian Amphitheatre), including those acting as a Support Person, are required to hold a valid ticket. Tickets for a Support Person are subject to standard event pricing.

c) Live Nation Canada may deem it necessary to require a Support Person for a person with a Disability in order to protect the health and safety of that person or of others on the premises. This will only occur after consultation with the person with a Disability and when it is the only means to allow the person with a Disability to access Live Nation Canada’s/Live Nation’s goods or services.

7b) Service Animals

a) Persons with disabilities are permitted to be accompanied by their Service Animal and keep that animal with them in areas that are open to the public, when accessing goods or services provided by Live Nation Canada, unless otherwise prohibited by law.

b) In the event that a Service Animal is prohibited from the premises, Live Nation Canada will ensure that other measures are available to enable the person with a Disability to obtain, use or benefit from Live Nation Canada’s goods or services.

c) Service animals must be supervised by their owners and kept in control when used to access Live Nation Canada’s goods or services.

8. Service Disruptions

a) In the event of a planned service disruption to facilities and services that are relied upon by people with disabilities to access Live Nation Canada’s/Live Nation’s goods or services, notice of the disruption shall be provided in advance.

b) Notice will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities and services that may be available.

c) Notice may be given by posting the information in a conspicuous place on premises owned or operated by the provider of goods or services, or posted on Live Nation Canada’s website or by such other method as is reasonable under the circumstances.

d) In the event of an unexpected disruption, notice will be provided as soon as possible.

9. Accessibility Awareness Training

9a) As required by Ontario Regulation 429/07, the following individuals will receive training on a number of topics outlined in the regulation:

9b) Training Topics

9c) Timeline for Training

Training will be provided as soon as is practicable after each person is assigned the applicable duties. Training will also occur on an ongoing basis as changes are made to the policies, procedures and practices dealing with the provision of goods and services to persons with disabilities and as may be required by applicable law.

9d) Keeping Records of the Training

c) As required by Ontario Regulation 429/07, Live Nation Canada will keep records of the training required by this policy including the number of individuals trained and the dates on which training occurred. The names of individuals who are trained will be recorded for Administrative/Training purposes.

10. Feedback Process

Live Nation Canada is committed to continuous improvement.

a) Live Nation Canada shall create and maintain a feedback process so that customers/clients are able to comment on the provision of goods or services to people with disabilities

b) The feedback process will allow for comments in person, by telephone, in writing or by delivering an electronic text by email, or otherwise.

c) The feedback process will specify the actions that will be taken by Live Nation Canada, if complaints or suggestions are received. i.e. all feedback will be acknowledged in writing. Any action taken should be communicated to the person.

11. Availability of Documents

All published documents can be made available in hard copy, large print and email if required.

a) As required by Ontario Regulation 429/07, Live Nation Canada will prepare one or more documents, describing the following, and provide them upon request to any person:

b) If Live Nation Canada is required by Ontario Regulation 429/07 to provide documents to a person with a Disability, the document or the information contained in the document will be provided in a format that takes into account the person’s Disability.

c) Live Nation Canada will make reasonable efforts to respond to requests for documents in alternate formats in a timely manner.

12. Reporting

Live Nation Canada will meet the reporting requirements as identified in the Ontario Regulation 429/07 - Accessibility Standards for Customer Service

All full-time, part-time, seasonal and contract employees, regardless of status, will be counted when determining the number of employees.

13. Performance Measurement

a) The Accessible Customer Service Policy will be reviewed and/or amended when additional accessibility related regulations are enacted by the Government of Ontario, or as required.

14. Accessibility Coordinator

The role of the Coordinator is coordinate and facilitate all meetings, to coordinate reporting, involve various employee groups to identify Barriers and improvements/enhancements to all, accessibility audits/assessments services – Continue to explore ways of removing Barriers and improving services to persons with disabilities. Create priority lists for Barrier removal

15. Questions/Compliments or Complaints

Anyone with a complaint, compliment, question or concern about the Policy, Training Materials or process may contact the Accessibility Coordinator in person, in writing(provide address) by email or online at AccessibilityCoordinator@livenation.com

Related Documents

Ontarians with Disabilities Act, 2001

Accessibility for Ontarians with Disabilities Act, 2005

Ontario Regulation 429/07 - Accessibility Standards for Customer Service

Ontario Human Rights Code


Customer Feedback Process

Live Nation Canada is committed to providing exceptional Customer service. We appreciate feedback from our customers/clients on all issues, especially related to the way we provide goods and services to people with disabilities. Feedback should be directed to the Accessibility Coordinator in the method most preferred by the Customer. If customers/clients wish to be contacted about their feedback, customers/clients should provide name and contact information. We will strive to respond to all feedback within 5 business days of receipt.

Customers/clients can

Email: AccessibilityCoordinator@livenation.com

FAX: Fax: 416 260 2400

Phone: 416 260 5600

Write: Live Nation Canada

909 Lakeshore Blvd. W Suite 300

Toronto, Ontario M6K 3L3

Attention: Accessibility Coordinator

Customers/clients can also complete a Feedback Form at any Ticketmaster retail outlet or Live Nation Canada Box Office. Management at these locations will forward the feedback form to the Live Nation Canada Accessibility Coordinator.


Live Nation Canada

Integrated Accessibility Standards Regulation Policy

Purpose

The purpose of this Live Nation Canada Integrated Accessibility Standards Regulation Policy (the “Policy”) is to set out how Live Nation Canada achieves and will achieve accessibility through meeting the requirements of Ontario Regulation 191/11 - Integrated Accessibility Standards Regulation (the “IASR”).

The IASR establishes the accessibility standards and compliance timeframes for each of information and communications, employment, transportation and the design of public spaces.

The requirements in the standards set out in the IASR are not a replacement or a substitution for the requirements established under the Human Rights Code.

This Policy applies to all divisions of Live Nation Canada.

This Policy is not intended to replace or supersede the Live Nation Canada Accessible Customer Service Policy, required by Ontario Regulation 429/07.

This Policy will be reviewed and amended, as required, if and when additional accessibility related regulations are enacted by the Government of Ontario and if and when changes are made to the legislative framework governing accessibility.

This Policy is being made publicly available on the Company’s website and will be provided in an accessible format upon request.

Statement of Organizational Commitment

Live Nation Canada is committed to meeting the objectives and requirements outlined in the IASR under the Accessibility for Ontarians with Disabilities Act, 2005 (the “AODA”) and meeting the needs of people with disabilities, in a timely manner, through the implementation of the requirements of the AODA.

Policy

Part 1 General

1.1 Multi Year Accessibility Plan and Accessibility Reports

Live Nation Canada shall establish, implement, maintain and document a Multi Year Accessibility Plan by January 1, 2014. The Multi Year Accessibility Plan will outline Live Nation Canada strategy to prevent and remove barriers and meet the requirements under the IASR.

The Multi Year Accessibility Plan will be posted on the Company website and will be provided in an accessible format upon request.

The Multi Year Accessibility Plan will be reviewed and updated at least once every 5 years.

Live Nation Canada shall file an accessibility report with the Province annually or at such other times as may be specified. Accessibility reports shall be made publicly available.

1.2 Training

Live Nation Canada will provide training to employees, volunteers and other staff members on the requirements of the accessibility standards in the IASR and on the Ontario Human Rights Code as it relates to persons with disabilities. Training will be provided as soon as practicable. Training will be provided in a way that best suits the duties of employees, volunteers and other staff members. The Company will maintain a record of the dates training is provided and the number of individuals to whom it was provided.

1.3 Self-Service Kiosks

Live Nation Canada will have regard to accessibility for persons with disabilities when designing, procuring or acquiring self-service kiosks.

Part 2 Accessible Information and Communications Standards

2.1 Accessible Emergency Information

Emergency procedures, plans or public safety information, that is publicly available, shall be provided in an accessible format or with appropriate communication supports, as soon as practicable upon request.

2.2 Feedback Process

Live Nation Canada has a process in place to receive and respond to customer feedback and will take steps to ensure those processes are accessible to persons with disabilities Live Nation Canada will provide or arrange for the provision of accessible formats and communication supports as soon as practicable upon request. Customers are notified regarding the availability of accessible formats and communication supports on our website.

Nothing in this section detracts from the commitments in the Live Nation Canada Accessible Customer Service Policy.

2.3 Accessible Formats and Communication Supports

Live Nation Canada will upon request provide or arrange for the provision of accessible formats and communication supports for persons with disabilities at a cost that is no more than the regular cost charged to other persons and in a timely manner (as soon as practicable) that takes into account the person's accessibility needs due to disability.

Live Nation Canada will consult with the person making the request in determining the suitability of an alternative format or communication support

Customers are notified on the Company website about the availability of accessible formats and communication supports.

Note that IASR does not apply to product and product labels, unconvertible information and communication, information that Live Nation Canada does not control directly or indirectly through a contractual relationship. In the event the Company determines it is not technically feasible to convert the information or communications or the technology to convert the information or communications is not readily available, the Company will provide the person that requires the information an explanation as to why the information or communications are unconvertible.

2.4 Accessible Websites and Web Content

The Company shall make its internet website and web content conform to World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, initially at Level A and increasing to Level AA. By January 1, 2021 all internet website and web content published after 2012 will conform to WCAG2.0 Level AA to the extent practicable other than criteria 1.2.4 (captions) and 1.2.5 (pre-recorded audio descriptions).

Note that WCAG2.0 requirements only apply to websites, web content and web based applications that an organization can control either directly or through a contractual relationship and where meeting the requirements are technically feasible, including considering the availability of commercial software or tools or both.

Part 3 Accessible Employment Standards

The Accessible Employment Standards apply to all paid employees. Live Nation Canada will inform employees of the policies and changes in policies used to support employees with disabilities throughout the employment life cycle.

3.1 Recruitment, Assessment, Selection

Live Nation Canada will specify that accommodation is available for applicants with disabilities in its recruitment processes on the website and on job postings.

Live Nation Canada will inform internal and external job applicants when they are individually selected to participate in an assessment or selection process, that accommodations are available upon request in relation to the materials or processes to be used.

If a selected applicant requests an accommodation, the Company will consult with the applicant and provide or arrange for the provision of a suitable accommodation, having regard for the applicant's accessibility needs.

When making an offer of employment, Live Nation Canada will notify the successful applicant of the policies for accommodating workers with disabilities at the time of the offer and as soon as practicable after the new employee begins work (specifically, during orientation).

3.2 Informing Employees of Supports

Live Nation Canada informs employees of policies used to support employees with disabilities including policies on the provision of job accommodation that take into an account the employee's accessibility needs.

The information will be provided to new employees as soon as practicable after they begin their employment.

Updated information will be provided to employees whenever there is a change to existing policies on the provision of job accommodations.

3.3 Accessible Formats and Communication Supports for Employees

When requested by an employee, Live Nation Canada will consult with the employee to provide or arrange for the provision of accessible formats and communication supports for information that is needed in order to perform the employee’s job and also for information generally available to employees in the workplace. Live Nation Canada will consult with the employee making the request in determining the suitability of an accessible format or communication support.

3.4 Individualized Workplace Emergency Response Information

Live Nation Canada will provide individualized workplace emergency response information to employees who have a disability, if the disability is such that individualized information is necessary and Live Nation Canada is aware of the need for accommodation due to the disability.

If an employee who receives individualized workplace emergency response information requires assistance and with the employee’s consent, Live Nation Canada will provide the workplace emergency response information to the person designated by Live Nation Canada to provide assistance to the employee.

Individualized workplace emergency response information will be reviewed when an employee moves to a different location within the organization, when the employee's overall accommodation needs or plans are reviewed and when Live Nation Canada reviews its general emergency response policies.

3.5 Documented individual accommodation plans

Live Nation Canada has a written process for the development of an Individual Accommodation Plan (IAP) for employees with disabilities. In accordance with the IASR, the process includes:

1) the manner in which an employee requesting accommodating can participate in the development of the individual accommodation plan;

2) the means by which the employee is assessed on an individual basis;

3) the manner in which the employer can request an evaluation by an outside medical or other expert, at the employer’s expense, to assist the employer in determining if accommodation can be achieved and, if so, how accommodation can be achieved;

4) the manner in which the employee can request the participation of a workplace representative in the development of the accommodation plan;

5) the steps taken to protect the privacy of the employee’s personal information;

6) the frequency with which the individual accommodation plan will be reviewed and updated and the manner in which it will be done;

7) if an individual accommodation plan is denied, the manner in which the reasons for the denial will be provided to the employee;

8) the means of providing the individual accommodation plan in a format that takes into account the employee’s accessibility needs due to disability.

Individual accommodation plans shall: if requested, include any information regarding accessible formats and communications supports provided; if required, include individualized workplace emergency response information; and identify any other accommodation that is to be provided.

3.6 Return to work

Live Nation Canada has a written return to work process for employees who have been absent from work due to a disability and require disability-related accommodation to return to work. The return to work process:

1) outlines the steps the Company will take to facilitate the return to work of employees who were absent because their disability required them to be away from work; and

2) uses documented IAPs as described above.

3.7 Performance Management, Career Development, Advancement & Redeployment

Live Nation Canada shall take into account the accessibility needs of employees with disabilities and IAPs in its performance management processes, when providing career development and advancement opportunities and when considering redeployment of employees with disabilities.

Part 4 Design of Public Spaces Standards

The Accessibility Standards for the Built Environment focus on removing barriers in two areas:

  1. public spaces, and
  2. buildings.

Enhancements to accessibility in buildings will happen at a later date through Ontario’s Building Code, which governs new construction and renovations in buildings.

4.1 Public Spaces

Live Nation Canada shall incorporate accessibility into public spaces that are newly constructed or redeveloped where practicable on and after January 1, 2017.

Public spaces include exterior paths of travel, parking, service counters, queuing lines, waiting areas, maintain accessible parts of public spaces, recreation trails and beach access routes, outdoor public eating areas, outdoor play spaces.

For questions or clarifications, please contact

Linda Lane, Global Director World Class Service Jennifer Cox, Director, HR

linda.lane@ticketmaster.ca jennifer.cox@ticketmaster.ca

416 345 9200X37620 (647) 438-2220

APPENDIX

Related Documents

Ontarians with Disabilities Act, 2001

Accessibility for Ontarians with Disabilities, 2005

Ontario Regulation 191/11 – Integrated Accessibility Standards

Ontario Regulation 429-07 – Accessibility Standards for Customer Service

Accessible Customer Service Policy

Ontario Human Rights Code

Definitions

Disability, as defined by the AODA and the Ontario Human Rights Code, is:

any degree of physical disability, infirmity, malformation or disfigurement that is caused by

bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes

diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical

co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or

speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or

other remedial appliance or device,

a condition of mental impairment or a developmental disability,

a learning disability, or a dysfunction in one or more of the processes involved in understanding

or using symbols or spoken language,

a mental disorder, or

an injury or disability for which benefits were claimed or received under the insurance plan

established under the Workplace Safety and Insurance Act, 1997.


Live Nation Canada Multi Year Accessibility Plan

Accessibility Standards - Statement of Commitment

Live Nation Canada is committed to meeting the objectives and requirements outlined in the Accessibility for Ontarians with Disabilities Act, 2005 and the applicable regulations, and to meeting the accessibility needs of persons with disabilities in a timely manner, through the implementation of the requirements of the Act and its applicable regulations. This Plan applies to all divisions of Live Nation Canada.

For the purposes of the work of the Accessibility Committee and accessibility planning, the definition of the word “disability” is understood to be that which is identified in the Ontarians with Disabilities Act, 2001 and the Accessibility for Ontarians with Disabilities Act, 2005 . The definition in these statutes is taken from the Ontario Human Rights Code. This definition can be found in Appendix 1.

Accessibility for Ontarians with Disabilities Act, 2005 ( AODA )

The AODA develops, implements, and enforces accessibility standards so that goods, services, facilities, accommodation, employment, buildings, structures, and premises are accessible to persons with disabilities. The AODA intends to achieve an accessible Ontario by Jan 1, 2025. To do so, mandatory and enforceable standards have been implemented.

The Standards include:

Customer Service Standard - Ontario Regulation 429/07

The Customer Service Standard (Ontario Regulation 429/07) was the first standard under the AODA to become law. It ensures that people with disabilities can receive goods and services in a manner that takes into account one’s disability.

Requirements include development of a policy, practices, procedures as well as the provision of training for staff and volunteers.

Live Nation Canada submitted compliance reports to the Province indicating we had addressed the requirements of the Regulation and were meeting the compliance obligation. We will continue to ensure compliance with the Customer Service Standard.

We developed feedback processes to respond to inquiries and suggestions received by phone, email, mail, in person. This has been communicated to internal and external stakeholders.

Integrated Accessibility Standard Regulation (IASR) - Ontario Regulation 191/11

The IASR brings together the following standard areas in one Regulation: Information and Communication, Employment, Built Environment and Transportation. The Transportation Standard does not apply to us. General requirements common to all standard areas include policy development and training (on the requirements of the IASR and the Ontario Human Rights Code). Also there is a requirement to ensure that accessibility features are considered in the kiosk procurement process.

The requirements have staggered compliance dates up to the year 2021.

Live Nation Canada Integrated Accessibility Standards Policy and Multi-Year Accessibility Plan - Development Process

An Accessibility Project Team reviewed the requirements of the IASR. An IASR Policy was drafted to address how Live Nation Canada achieves or will achieve accessibility through meeting the IASR’s requirements. The Multi Year Accessibility Plan was developed in accordance with the IASR. It outlines a strategy to prevent and remove barriers and address the current and future requirements of the AODA.

Multi-Year Accessibility Plan

Part 1 - General

This section of the Regulation requires us to:

· develop & maintain an accessibility policy and a multi-year accessibility plan

· self-service kiosks - consider accessibility features that best meet the needs of customers

· ensure staff and volunteers are trained on the Integrated Accessibility Standards Regulation and the Ontario Human Rights Code

Action

Compliance Date

Responsibility

Status

Accessibility Policies

* Develop and implement Integrated Accessibility Standards Policy.

*Make the Policy publicly available and provide in an accessible format, upon request.

*Review & update as required

Jan 1, 2014

Jan. 1, 2014

Accessibility Coordinator & Project Team

Complete

Develop a multi-year accessibility plan

* A Multi Year Accessibility Plan was developed.

* Post multi-year accessibility plan on website and provide in an accessible format, upon request.

*Review and update the plan at least once every five years.

Jan 1, 2014

Jan 1, 2014

by Jan 1, 2019

Accessibility Coordinator & Project Team

Complete

Plan to be reviewed and updated by Jan 1, 2019

Self-service kiosks

* Process was developed as guidance for employees to have regard for the need of persons with disabilities when procuring or acquiring self-service kiosks.

Jan 1, 2014 & Ongoing

Accessibility Coordinator/IT

Complete

Training

* Ensure that training is developed on the IASR and the Human Rights Code as it pertains to persons with disabilities and is provided by Jan 1, 2015 to employees, volunteers, persons who participate in developing policies and others who provide goods, services or facilities on behalf of Live Nation Canada. Update training as required.

*Keep a record of the dates of training and the individuals who received the training.

Jan 1, 2015 & Ongoing

Accessibility Coordinator/Accessibility Team/HR

Part II - Information and Communications Standards

This section of the Regulation includes requirements related to:

· accessible feedback processes

· accessible formats and communication supports

· publically available emergency procedures, plans, public safety information

· accessible websites and web content

Action

Compliance Date

Responsibility

Status

Feedback processes

* Ensure that processes for receiving and responding to feedback are accessible and meet the requirements of the IASR.

Jan 1, 2015 & Ongoing

Accessibility Coordinator/Accessibility Team

Accessible formats and

communication supports

* Upon request, to the extent practicable, provide for provision of accessible formats and

communication supports for persons with disabilities.

*Consult with person making the request to determine suitability of accessible format or communication support.

* Put a statement on the website that we shall, upon request, provide or arrange for the provision of accessible formats and communication supports for persons with disabilities at a cost no more than regular cost charged to other persons.

Jan 1, 2016 & Ongoing

Accessibility Coordinator/Accessibility Team

Emergency procedures, plans or public safety information

* Emergency procedures, plans or public safety information, that is publicly available, shall be provided in an accessible format or with appropriate communication supports, upon request as soon as practicable.

Jan 1, 2012 & Ongoing

Accessibility Coordinator/Accessibility Team

Complete

Accessible websites and web content

*Websites and web content published after 2012 to conform to WCAG 2.0 Level A initially and increasing to WCAG 2.0 Level AA by Jan 1, 2021 to the extent practicable other than criteria 1.2.4 (captions) and 1.2.5 (pre-recorded audio descriptions).

*Note – All WCAG2.0 requirements only apply to websites, web content and web based applications that an organization can control either directly or through a contractual relationship and where meeting the requirements are technically feasible.

Beginning Jan 1, 2014 & ongoing through to Jan 1, 2021.

Web Development Team

Part III – Employment Standards

This section of the Regulation includes requirements related to:

· recruitment, assessment and selection

· accessible formats and communication supports for employees

· workplace emergency response

· individual accommodation plans and return to work processes

· performance management, career development and redeployment

Recruitment, Assessment, Selection

*Review and update existing recruitment, policies, procedures and processes.

*Specify that accommodation is available for applicants with disabilities on the website and on job postings.

* Inform applicants about the availability of accommodations: when called for an interview, during the selection process, at the time of the job offer and as soon as practicable after the new employee begins - specifically at orientation.

*If selected applicant requests accommodation, consult with the applicant and arrange for provision of suitable accommodation in a manner that takes into account the applicant's accessibility needs due to a disability.

Jan 1, 2016 & Ongoing

HR

Informing employees of supports

*Inform current employees and new hires as soon as practicable after they begin employment of policies supporting employees with disabilities.

*Keep employees up to date on changes to policies/procedures relating to accommodation.

Jan 1, 2016

HR

Accessible formats and

communication supports for

employees

*When requested by an employee with a disability, employers shall consult with the employee and provide or arrange for the provision of suitable accessible formats and communication supports needed to perform the employee’s job.

Jan 1, 2016

HR

Workplace emergency response information

* Individualized workplace emergency response information procedures have been developed for employees with disabilities.

Jan 1, 2012

HR

Complete

Documented individual

accommodation plans/Return to work Process

*Create a written process for the development of documented individual accommodation plans and return to work plans for employees with disabilities.

*Include in the process and plans all of the required elements in accordance with the provisions of the IASR.

Jan 1, 2016

HR

Performance management, career development, advancement and redeployment

*Review and update existing policies, practices to ensure compliance with IASR

*Take the accessibility needs of employees with disabilities and, as applicable, individual accommodation plans, into account as part of

performance management processes, when assessing performance, providing career development & advancement opportunities and

considering redeployment.

Jan 1, 2016

HR

.

Part IV.1 – Design of Public Spaces Standards

This section of the Regulation includes requirements related to:

· recreational trails & beach access routes (NA)

· outdoor public use eating areas & outdoor play spaces

· exterior paths of travel

· parking

· obtaining service

· maintenance

Obtaining service-Make service counters, queuing guide and waiting areas accessible.

*Where practicable, all indoor or outdoor newly constructed service counters and fixed queuing guides and all newly constructed or redeveloped waiting areas will conform to all of the required elements in accordance with the provisions of the IASR.

Jan 1, 2017

Accessibility Team

Maintain the accessible parts of our public spaces.

Identify preventative and emergency maintenance procedures & alternatives & procedures for handling disruptions and alternatives in accordance with the provisions of the IASR.

Jan 1, 2017

Accessibility Team

Make parking accessible

* Where practicable, new and redeveloped parking areas meet certain technical requirements in accordance with the provisions of the IASR.

Jan 1, 2017

Live Nation Canada Accessibility Management

Make exterior paths of travel accessible. * Where practicable, new and redeveloped exterior paths of travel that are outdoor sidewalks or walkways designed and constructed for pedestrian travel and are intended to serve a functional purpose (includes stairs, ramps, curb ramps, depressed curbs, pedestrian signals, rest areas) and not to provide a recreational experience meet certain technical requirements in accordance with the provisions of the IASR.

Jan 1, 2017

Live Nation Canada Accessibility Management

Make outdoor public eating areas accessible.

* If newly constructing or redeveloping outdoor public eating areas, where practicable, meet certain technical requirements in accordance with the provisions of the IASR.

Jan 1, 2017

Live Nation Canada Accessibility Management

Make outdoor play spaces accessible (i.e. swings, splash pads, natural features such as sand and logs).

If building new or redeveloping outdoor play spaces, follow consultation process and technical requirements, where practicable, in accordance with the provisions of the IASR.

Jan 1, 2017

Live Nation Canada Accessibility Management

Reporting Dates for Live Nation Canada

1) Customer Service Standard - Dec 31, 2014 (requirement to report annually)

2) IASR - Dec 31, 2014 (requirement to report annually)

Next Steps

· Recruit Accessibility Committee Members impacted by IASR legislation

· Prepare Compliance Report on Customer Service Standard - Dec 31, 2014

· Monitor and review accessibility procedures and update as required

· Develop detailed action plans, communication strategies & training (IASR)

· Develop& prepare an annual update on the Multi-Year Accessibility Plan

Appendix 1 – Definition of disability

Disability , as defined by the AODA and the Ontario Human Rights Code, is:

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