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Providing Goods and Services to People with Disabilities

The Kitchener-Waterloo Symphony is committed to excellence in serving all customers including people with disabilities. If you require assistance regarding accessibility, please allow us to assist you.

Accessibility at our Venues
Each of our venues – the Conrad Centre for the Performing Arts, the Centre-in-the-Square, First United Church in Waterloo, Harcourt United Church in Guelph, and Central Presbyterian Church in Cambridge – have accessibility ramps and/or elevators to ensure that your needs are accommodated. Should you need to use an elevator, please inform a staff member, and we will gladly assist you.

Accessibility for those who are blind or visually impaired
If you have any type of vision loss that impairs you from reading signs, seeing hazards, or locating landmarks, we would be happy to assist you. We currently do not have programs in large font or in braille, but a staff member would assist you in reading materials that enhance your concert experience, upon your request.

We do offer magnifiers for those with visual impairment. Please come to our Patron Services desk or find a KWS staff member, and we can lend a magnifier to you for the concert.

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. It is your responsibility to ensure the comfort of your service animal, as well as the safety of your service animal while on the premises.

Accessibility for those who are hearing impaired
To speak with our Patron Services Representatives or another KWS staff member via phone, we recommend that you contact us through Bell Relay Services. The phone number is 1-800-855-0511.

At the Centre-in-the-Square, Phonic Ear Starsound Infrared Listening Systems are available to rent. Please speak to the House Manager at the House Manager’s Office located on the Main Lobby level at the bottom of the left side mezzanine stairs. Receivers should be picked up at least 15 minutes prior to the performance. Refundable deposit $10, Rental fee is $2.

Allergies/Chemical Sensibilities
To be conscientious of patrons, staff members, or musicians with allergies and sensitivities, please limit the use of all scents, including cologne and aftershave, at all of our venues.

Obus Form Back Supports
Obus Form Back Supports are available in the First Aid Room at the Centre-in-the-Square. Please speak with the Front of House Manager.

Medical Emergencies and First Aid
Should anyone require First Aid treatment or have a medical emergency, KWS staff and the Centre-in-the-Square staff members are trained in First Aid and CPR. Please notify a staff member immediately upon needing assistance

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. Patrons with valid CNIB or PAL cards will be allowed to book complimentary tickets for their companion.

Accessible Formats and Communication Supports
Accessible formats may be provided upon request and consultation.

Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, the KWS will notify customers promptly. We will post a notice immediately on our website and at our Box Office and at the concert venue with information regarding the reason for the disruption, the anticipated length of time, the description of alternative facilities or services if available.

Feedback process
Customers who wish to provide feedback on the way the Kitchener-Waterloo Symphony operates with respect to people with disabilities can email, phone or visit Patron Services.

All feedback will be directed to the Associate Director of Patron Experience at nschnarr@kwsymphony.on.ca or 519-745-4711 x 278. Customers can expect to hear back in two business days.

Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to this or other policies
Any policy of the Kitchener-Waterloo Symphony that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Integrated Accessibiltiy Standards Policy

Please click here to download the Kitchener-Waterloo Symphony's Integrated Accessibility Standars Policy.

Multi-Year Plan

Please click here to download the Kitchener-Waterloo Symphony's Multi-Year Accessibility Plan.