Appendix: Restaurant Accessibility Commitments and Results

	COMMITMENTS AND RESULTS
Chain	Corporate Accessibility Policy	Accessibility Barrier Identification	Standard Accessibility Plan for Future Locations	Existing Barrier Removal	Notes
Burger King	No data provided.	No data provided.	Accessibility reviews mandated on all remodels, rebuilds, and new locations.	Washrooms enlarged at one location; added accessible features at one other. A wheelchair lift was also installed in one location.	Most washrooms are barrier-free and have braille on the doors and grab bars.
Coffee Time Donuts	Coffee Time monitors customer complaints for accessibility issues.	Conducted a random audit of locations to find accessibility issues. Most problems discovered were not under the company’s control.	Reviewed design plan to ensure that all newly built location are complaint with the Human Rights Code.	Will be communicating with all franchisees beginning January 2006 on identified barriers that need to be addressed.	Accessibility issues are an agenda item at the biannual franchisee meetings.
Country Style	Working with a disability consultant to prepare a corporate accessibility policy, which will be in place by the end of 2006.	Accessibility surveys completed at 80% of locations.	Created a design committee to review all store designs for compliance with the Building Code and Human Rights Code. Will attempt to work with landlords to promote accessibility at all leased locations.	Up to 50% of locations will be renovated during the next 4 years, during which time any accessibility problems that can be addressed economically will be looked after.	Country Style believes that governments must find a way to harmonize Building Code and Human Rights Code concerns with other building permit issues so that all developers are aware of their responsibilities in this area before construction.
Cultures	Training manual emphasizes the importance of assisting disabled customers.	Detailed accessibility survey carried out for all locations.	No data provided.	No data provided.	Cultures reports that as most of their restaurants are in public locations (i.e. malls, public buildings) they do not have a lot of control over certain aspects relating to accessibility (i.e. parking, entrances, etc…)
Druxy’s	Accessibility Policy prepared and shared with franchisees.	Accessibility review completed; identified stairways in two restaurants as potential problems; one restaurant has since closed.	All new restaurants are being designed with the results of the accessibility review in mind, including changes to signage, entrances, interior routes, and menu boards.	New menu boards and signage introduced in all locations with larger font and better contrast; as restaurant leases are renewed and renovations undertaken, accessibility issues will be dealt with.	Future plans include creating Braille menus, as well as the release of the formal Accessibility policy to all employees and staff training. Druxy’s emphasized the central importance of training for staff and franchisees as part of its approach.
Great Canadian Bagel	Created a corporate complaints procedure; instructed all franchisees to comply with the overall spirit of OHRC’s Dining Out Accessibility checklist.	Detailed accessibility survey carried out for all locations.	The checklist from the Dining Out Accessibly Report has been incorporated into new site location analysis. Will address most of the items identified in survey in future construction and renovations.	Franchisees notified of accessibility issues immediately after audit; and changes were made within days for easily corrected problems.	Handheld menus available for customers who cannot read overhead signs; some additional signage added for the benefit of customers in wheelchairs. Have increased the size of menu boards, and have developed a new style for condiment stands.
Harvey’s	Corporate accessibility policy developed, as well as customer complaints procedure.	Each Ontario location evaluated as to accessibility, relying on OHRC Accessibility Survey to identify barriers.	Developed standard building plan incorporating Human Rights Code and Building Code provisions, and require all new locations to meet this plan.	As location leases expire, renovations undertaken as commercially reasonable to improve accessibility and remove barriers, or location closed and reconstructed in accordance with new building plan.	Installed Braille and other tactile features on every washroom door; vertical signs for designated parking spaces installed where possible.
Java Joe’s	The Commission has received a letter from Java Joe's reiterating their commitment to accessibility at all existing and new locations. No further details were provided.
Kelsey’s	Corporate accessibility policy developed, as well as customer complaints procedure.	Each Ontario location evaluated as to accessibility, relying on OHRC Accessibility Survey to identify barriers.	Developed standard building plan incorporating Human Rights Code and Building Code provisions, and require all new locations to meet this plan.	As location leases expire, renovations undertaken as commercially reasonable to improve accessibility and remove barriers, or location closed and reconstructed in accordance with new building plan.	Installed Braille and other tactile features on every washroom door; vertical signs for designated parking spaces installed where possible.
KFC	Corporate accessibility policy developed, as well as customer complaints procedure.	Renovation of current facilities done on the basis of identifying and removing barriers.	Communication with franchise partners on importance of complying with human rights legislation when upgrading facilities.	Closes older facilities that are too costly to upgrade to meet human rights standards.
McDonalds	Developed a comprehensive accessibility plan.	Conducted an accessibility survey of all Ontario locations.	Revised plans to meet the requirements of federal / provincial building codes, US ADA, and related OHRC policies and guidelines.	Developed a detailed manual for franchisees and store managers showing common accessibility problems and their solutions.	Accessibility program will start in Ontario before expanding across the country.
Montana’s / Milestones	Corporate accessibility policy developed, as well as customer complaints procedure.	Each Ontario location evaluated as to accessibility, relying on OHRC Accessibility Survey to identify barriers	Developed standard building plan incorporating Human Rights Code and Building Code provisions, and require all new locations to meet this plan.	As location leases expire, renovations undertaken as commercially reasonable to improve accessibility and remove barriers, or location closed and reconstructed in accordance with new building plan.	Installed Braille and other tactile features on every washroom door; vertical signs for designated parking spaces installed where possible.
Mr. Sub	No data provided.	No data provided.	Accessibility concerns taken into account for new and renovated locations. This includes new designs for washrooms, seating, counters and passageways.	No data provided.
Pizza Hut	No data provided.	Performed accessibility review using OHRC survey for all restaurants.	Issues identified in accessibility review categorized into immediate vs. longerterm fixes	Some inaccessible facilities were closed; menu boards were redesigned; working on renovating a fully accessible “prototype” location.	Planning to implement Braille menus.
Pizza Pizza	Restaurant accessibility policy developed for all locations, including both corporate and franchise locations.	Ongoing audit of all locations to identify accessibility barriers.	All new construction will consider accessibility and barrier-free design concerns.	Steps taken to address problems that can be addressed costeffectively; others addressed in phases, in accordance with the Code ’s undue hardship standard.	Annual summary of accessibility enhancements and renovations will be prepared, highlighting improvements and establishing new goals and targets for the upcoming year.
Pizzaville	No data provided.	Barrier review conducted; identified counter fixtures as a potential barrier.	Amended offers of lease to include adherance to Human Rights Code; r evised designs so future locations are larger to accommodate new accessible fixtures and washrooms.	Two new stores opened in 2005 included accessibly designed counters.	Braille menus produced and distributed; looking at options for a TTY phone system; working on developing a lease clause mandating accessibility.
Red Lobster	Complete. Accessibility issues directed to Facilities Manager for investigation and coordination of any recommended action.	Conducts Facility Standards Audits to identify accessibility issues. Audits identified need to ensure that pathways are clear and to address barrier safety concerns.	Plans completed.	Barrier removal in parking lots complete at 70% of locations; 7 more washrooms to be renovated by May 2006. Current construction plan is to continue with remodelling process, into next fiscal budget	Worked with a thirdparty consultant to complete and test two prototype accessible washrooms.
Select Sandwich	Corporate Accessibility Policy and accessibility complaints procedure developed. Policy and procedure incorporated into franchise agreements	Will complete a full barrier review of all locations no later than June 30, 2006. Where barriers are within landlord's sole control, landlord will be requested to remove barrier.	Accessibility Plan for future locations developed, and included in Franchise Agreements.	Will develop a barrier removal plan by August 31, 2006. All barriers will be removed by October 16, 2016, unless it would be undue hardship to do so.	Amended offer to lease to include provisions that lease will adhere to the Human Rights Code . Training on Policy, Procedure, Barrier Review and Code to be provided to all franchisees.
Starbucks	In 2004, Starbucks indicated to the OHRC that it had largely achieved accessibility and that effective procedures were in place for addressing ad hoc issues as they arose. Starbucks therefore did not see a need for additional monitoring or reporting, and elected not to provide any further information to the OHRC for this Report.
Subway	Completed. Continuing to monitor and respond to customer comments regarding accessibility.	Accessibility reviews performed for all stores.	Searches out accessible locations for future stores; work to include accessibility language in future leases; existing stores continue to be designed for maximum accessibility.	Equipment and hardware added to increase accessibility (i.e. doorbells); barrier removal during renovations; working with landlords on common area barriers. Works with franchisees to remove barriers without hardship, such as reasonable construction and modification; remaining barriers addressed during mandatory sevenyear re-model.
Swiss Chalet	Corporate accessibility policy developed, as well as customer complaints procedure.	Each Ontario location evaluated as to accessibility, relying on OHRC Accessibility Survey to identify barriers.	Developed standard building plan incorporating Human Rights Code and Building Code provisions, and require all new locations to meet this plan.	Approximately 10% of restaurants were renovated or replaced in their entirety to meet accessibility standards.	Installed Braille and other tactile features on every washroom door; vertical signs for designated parking spaces installed where possible.
Taco Bell	Corporate accessibility policy developed, as well as customer complaints procedure.	Renovation of current facilities done on the basis of identifying and removing barriers.	Communication with franchise partners on importance of complying with human rights legislation when upgrading facilities.	Closes older facilities that are too costly to upgrade to meet human rights standards.
Tim Hortons	Developed corporate accessibility policy	Now required as part of the accessibility plan for future locations.	Plan includes considerations, within the context of available real estate, for automatic doors, barrier-free washrooms, curb ramps, recessed waste receptacles, more barrier-free parking spaces, and training sessions or front-line and design staff	Braille signage added to washrooms, increased interior and exterior lighting levels, large-print menus, accessible complaint card receptacles, audible and visual safety alarms, reduced counter heights, changed to less-slippery floor cleaner.	Changes to be made nationally.
Timothy's	No data provided.	Barrier review conducted for all locations.	Landlord scope of work in offer to lease document revised to include standardized accessibility features such as accessible door entrance hardware and sloped entrance thresholds for all main entries.	Major barriers in existing locations, including accessibile washrooms, will be removed as the leased premises are renewed. New menu boards have been developed, along with hand out menus. Braille menus are under consideration.	A new training program on service standards for persons with disabilities has been developed for all corporate and franchise staff.
Wendy’s	Internal steering committee convened to address accessibility issues.	Sampled 15 locations of various ages and designs using OHRC checklist to identify accessibility issues; reviewed new store plans for further issues.	Accessibility upgrades are now considered for all remodelled locations.	Regular maintenance duties will now include refreshing of disabled washrooms, as well as inspection of ramps and installation of designated parking spaces.	Wendy’s is a partner with the Canadian Standards Association in their “Building Champions” program; focussing on accessibility for people with disabilities.