Accessible Customer Service Policy

The Hillside Music Festival is committed to excellence in serving all patrons, including people with disabilities.

Assistive devices

We will ensure that our staff is trained and familiar with various assistive devices that may be used by patrons with disabilities attending our festival.


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

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed at our office location and festival site.

Support persons/workers

Hillside welcomes all support persons, including family members, friends, and contract support workers accompanying an individual with a disability.

Support workers employed for hire  (i.e., Special Service at Home workers, or other paid contracts) will be charged 50 per cent of the admission fee when accompanying a person with a disability. All other support persons, i.e., family members and friends, will be charged the same rate as other patrons.

This information will be stated clearly on the Hillside website, and included with all existing information on ticket prices. Office staff will also be informed to ensure patrons with ticket orders receive this information.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for patrons with disabilities (including, but not limited to website access, access to Hillside Festival’s on-site facilities, accessible parking, Interpreter Services, large print schedules, Access Support Krew - “ASK” – volunteer assistance) Hillside will notify patrons promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

The notice will be available at the Hillside Office (in print and through a taped telephone message), and Hillside’s Website (assuming no impact from disrupted services).

Training for staff

The Hillside Festival will provide training to staff, volunteer coordinators and board members who deal with the public or other third parties on their behalf.  

Individuals in the following positions will be trained:

  • Executive Director
  • Artistic Director
  • Operations Manager
  • Volunteer Manager
  • Event and Office Assistants
  • Coordinators
  • Board Members

This training will be provided to staff within 6 months of joining Hillside.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005, and the requirements of the customer service standard
  • Hillside’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 support person
  • How to use office based accessible website tools, and/or how to access Hillside personnel trained in the use of available tools
  • What to do if a person with a disability is having difficulty in accessing Hillside’s services (e.g., setting up alternative meeting spaces outside of Hillside’s main office)
  • Staff will also be trained when changes are made to Hillside’s accessible customer service plan.

Feedback process

Patrons who wish to provide feedback on the way Hillside provides services to people with disabilities are welcome to fill out our Access Support Patron Feedback Form (also available or onsite, throughout the festival at the Access Support Tent). Patrons are also welcome to provide in-person verbal feedback to the Access Support Coordinator during the festival.

Additional feedback may be provided via email. All feedback will be directed to either/or Hillside’s Executive Director and Access Support Coordinator. Patrons can expect to hear back within 7-14 days. Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to this or other policies

Any policy of Hillside that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.