Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

MOCA Toronto is committed to excellence in serving all our visitors including persons with disabilities. Our goods, services or facilities will be provided in a manner that respects the dignity and independence of visitors with disabilities.


Assistive Devices

We will ensure that our staff is trained and familiar with various assistive devices (including wheelchairs and walkers) that may be used by visitors with disabilities while accessing our venues and services.

MOCA Toronto has two wheelchairs available to borrow on a first-come, first-served basis. Please speak to our team at the Welcome Desk on Floor 1 for assistance. Visitors can request them in advance by emailing info@moca.ca.


Communication

We will communicate with people with disabilities in ways that take into account their disability.

 

Large Print Formats

We have copies of all exhibition texts available in large-print. This can be requested from the Welcome Desk on Floor 1.

 

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.

A service animal may accompany a visitor or any third party with a disability to all MOCA areas that are open to the public and designated office areas.

Service animals may be used for, but not limited to, the following disabilities: vision loss, physical disability, hearing loss, autism, epilepsy etc. Service animals are most commonly dogs, but can also include ferrets, monkeys and other animals. MOCA ensures that all employees, volunteers, and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

The person with a disability may be asked to provide a letter from a physician or nurse confirming that the service animal is required because of his or her disability. Service animals are not pets – they are working animals. They are used by people with disabilities to overcome barriers much like assistive devices such as a white cane or a wheelchair. MOCA enforces a general by-law that does not permit pets on the premises.

MOCA anticipates there will be special situations and is prepared to make every effort to accommodate the circumstances on an individual basis, as they arise, keeping safety to the visitors, service animals and art work in mind. At times, due to capacity situations in public areas, visitors with disabilities accompanied by service animals may be advised that the crowded conditions may make it difficult to manoeuvre.

The owner is responsible for the conduct of the service animal while on MOCA property. The owner is responsible for looking after the service animal’s needs, including the cleanup and disposal of feces.

If the service animal is causing a disturbance for other visitors or is deemed by them to be disruptive to Museum operations, the visitor and accompanying service animal may be required to leave the area or the Museum.

 

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.

No admission fee will be charged for support persons at MOCA Toronto.

 

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services for visitors with disabilities, MOCA Toronto will notify visitors promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative venues or services, if available.

The notice will be placed at the venue, as well as on our website: www.moca.ca

 

Allergies/Chemical Sensitivities

Your fellow visitors may have allergies and/or chemical sensitivities. Please be considerate by avoiding perfume, cologne and other scented products.

 

Training for Staff

MOCA Toronto will provide training to all employees and volunteers.

Training includes:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005, and the requirements of the customer service standard
  • MOCA Toronto’s accessible customer service plan
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • How to use all equipment or devices, e.g. TTY, wheelchair lifts, etc., available on-site or otherwise that may help with providing goods or services to people with disabilities
  • What to do if a person with a disability is having difficulty in accessing MOCA Toronto’s goods and services

Staff and volunteers will also be trained when changes are made to the accessible customer service plan.

 

Feedback Process

Visitors who wish to provide feedback may do so by filling out our feedback form, calling 416-535-5130, emailing visitorexperience@moca.ca.  Our Visitor Experience team are also available in person to speak with you during museum hours. All feedback will be directed to the Visitor Experience Manager.

Visitors can expect to hear back within 72 hours.