Lancaro (“Lancaro”, “we”, “us”, “our”) believes in everyone’s right to fully participate in society, regardless of ability, age, sex, ethnicity, religion, all within and in compliance applicable laws.  We recognize the importance of building facilities and providing services that accessible to people with disabilities and we are committed to providing excellent customer service and a respectful, welcoming and inclusive environment to all individuals who use our properties and services.

This accessibility policy and plan outline the actions that Lancaro will put in place in the Province of Ontario to improve opportunities for individuals with disabilities, and will be implemented in accordance the Customer Service and Integrated Accessibility Standards under the Accessibility for Ontarians with Disabilities Act (“AODA”).  The Accessibility Plan will be reviewed every five years.

Application and Statement of Commitment

While this Policy applies to employees and any third party that provides goods and services on behalf of Lancaro and who may interact with the public or third parties located in the Province of Ontario, we strive to implement its principles across all our properties and in all our interactions.

We want to ensure our policies, practices and procedures for developing and operating our properties and for the providing our services are consistent with the legislation that applies in the jurisdictions we do business.

We are committed to providing our services, and treating all individuals, in a way that allows them to maintain their dignity and independence.  As such, we want to provide equal opportunity for individuals with disabilities to access, use and benefit from our services.  We aim to meet the needs of individuals with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the AODA and the Accessibility Standards for Customer Service and Integrated Accessibility Standards where they apply. 

  1. Providing Services to Individuals with Disabilities

We are committed to designing, building and maintaining our properties, and to serving our guests and tenants with disabilities, including:

  • communicating with individuals with disabilities in ways that take into account their disability;
  • serving individuals with disabilities who use assistive devices (to access or use or properties, and obtain or benefit from our services); and
  • welcoming individuals with disabilities who are accompanied by a service animal or a support person.

  1. Emergency Information and Procedures

We are committed to providing guests and tenants with publicly available emergency information in an accessible way upon request. We will also provide individualized workplace emergency response information to employees with disabilities if we are made aware of the need for accommodation.

  1. Training

We will provide training to employees on the requirements set out in the Integrated Accessibility Standards and on the Ontario Human Rights Code as it relates to individuals with disabilities.

Training will be provided in a way that best suits the duties of the applicable staff, as part of new hire onboarding, and on an ongoing basis when changes are made to policies pursuant to the Integrated Accessibility Standards. A record of this training will be kept, including the dates on which training is provided and the number of individuals to whom it is provided.

  1. Kiosks

We will ensure the needs of individuals with disabilities when designing, procuring or acquiring self-service kiosks.

  1. Feedback Processes

We will take reasonable steps to ensure that our feedback processes are accessible to individuals with disabilities upon request.

  1. Accessible Formats

We will take reasonable steps to ensure that all publicly available information we control is provided in an accessible way upon request.  We will also consult with the person making the request to determine his or her information and communication needs. 

  1. Website

We will take reasonable steps to ensure that the website(s) we control, and content on such website(s), other than live captions and pre-recorded audio descriptions, conform with WCAG 2.0, Level AA, except where meeting the requirement is not practicable.

  1. Employment

We are committed to fair and accessible employment practices.

  • We will notify the public and staff that, when requested, we will accommodate individuals with disabilities during the recruitment and assessment processes and when they are hired;
  • We will develop and put in place a process for developing individual accommodation plans for employees with disabilities;
  • We will develop and put in place a return to work process for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work; and
  • We will ensure the accessibility needs of employees with disabilities are taken into account if using performance management, career development and advancement, or redeployment processes.
  • We will also take reasonable steps to prevent and remove other accessibility barriers that are identified.

  1. Design of Public Spaces

We will meet the Design of Public Spaces Standards when building or making major modifications to public spaces.  We will also put reasonable procedures in place to prevent service disruptions to accessible parts of these public spaces and to deal with temporary disruptions when accessible elements required under these Standards are not in working order.  In the event of a service disruption, we will notify the public of the service disruption and alternatives available as soon as practicable.

  1. Contact Information

For more information about this accessibility & inclusion policy and plan, please call Robert at 604-388-5524, email or write to: Lancaro, 3301 Peak Drive, Whistler, BC  V8E 0V4.

Accessible formats of this document are also available upon request.