Accessibility Policy



Policy regarding the provision of Accessible Goods and Services (the “Policy”)


Cineplex Entertainment LP (“Cineplex”), as the owner of Playdium®, is firmly committed to improving access and opportunities for all our guests, including those with disabilities, by removing barriers that may prevent, inhibit or restrict their experience at our venues or the use of our website, located at (the “Website”).

This Policy outlines our practices and procedures in relation to the provision of goods and services at Playdium to people with disabilities. This Policy, and any modification hereof, is intended to respect and promote the dignity, independence, integration and equal opportunity for people with disabilities.

Cineplex will integrate such policies and procedures in its standard practices, except where an alternative measure is necessary in order to enable a person with a disability to obtain, use or benefit from our goods and services. In that regard, we encourage and welcome open communication with our guests to ensure that our goods and services are accessible.

This Policy is applicable to all employees, contractors, volunteers and anyone that may interact with our guests on our behalf in the provision of our goods and services.

This Policy is available on the Website and may be requested in various accessible formats, if requested.



"Assistive Device" is a technical aid, communication device or medical aid that is used to increase, maintain, or improve the functional abilities of people with disabilities, in seeing, hearing, speaking, mobility, walking, breathing, performing manual tasks, learning, working or self-care.

"Disability" includes physical, mental, learning or developmental disabilities, dysfunctions or disorders.

“Guide Dog” means a dog trained as a guide for a blind person and having the qualifications prescribed by the law in the Province where the Guide Dog is located.

"Service Animal" means an animal that is a service animal for a person with a disability:

  • if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
  • if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

"Support Person” is a person who accompanies another person with a Disability in order to help with communication, mobility, personal care, medical needs or with access to goods or services.



Cineplex will provide training to its employees, contractors, volunteers and anyone that may interact with our guests on our behalf on:

  • The requirements of the Customer Service Standard, and if applicable, the purpose of the Accessibility for Ontarians with Disabilities Act;
  • The purpose and requirements of the Policy, including any changes or updates to the Policy or any of the practices and procedures noted herein; and
  • How to interact with customers with various kinds of Disabilities, as well as their Service Animals, Guide Dogs and/or Support Persons.




All employees are to communicate with our guests in a way that takes their Disability into account. Alternative methods of communication such in-person, telephone, e-mail, relay services, or print communication are available if requested.


Guests may use their own personal Assistive Devices to access the goods and services available at Playdium. We will ensure that our employees are familiar with various assistive devices that may be used by guests with Disabilities.


Playdium welcome guests with Disabilities and their Support Person. All guests, including those acting as a Support Person, are required to hold a valid admission ticket for any ticketed event at Playdium. Admission tickets for a Support Person are subject to standard ticket pricing.

Companion seating is also available for guests in a wheelchair, allowing the Support Person to sit next to or in very close proximity to a guest requiring accessible seating.


Playdium welcomes guests with Disabilities who are accompanied by Guide Dogs or Service Animals on those premises that are open to the public, or those areas open to any third party. Guide Dogs and Service Animals are permitted provided that the animal is not otherwise excluded by law. If a Guide Dog or Service Animal is excluded by law, we will ensure that alternate means are available to enable the person with a Disability to obtain, use or benefit from our goods and services.

If it is not readily apparent that the animal is a Guide Dog or Service Animal, Cineplex may ask for a letter from a physician or nurse confirming that the guest requires the animal for reasons relating to his or her disability. Cineplex may also, or instead, ask for a valid identification card signed by the Attorney General of Canada or a certificate of training from a recognized Guide Dog or Service Animal training school.



Guests may provide feedback or request a copy of this Policy in writing or an accessible format by speaking to one of our Mangers, or by contacting Guest Services by email, verbally or in writing to:

C/O Cineplex Entertainment LP
Guest Services
1303 Yonge Street 
Toronto, ON M4T 2Y9 
1-800-333-0061 or

If any of the above methods of communication are not suitable, guests may request another method. Privacy will be respected at all times and Cineplex will review all feedback in order to improve its customer service.

Guest Services will confirm our receipt of such feedback and will provide a response as soon as reasonably possible. We will endeavour to provide such a response in a manner that it is accessible to the complainant.



Playdium endeavours to give notice, as soon as reasonably possible, to the public when there is a temporary disruption to our facilities or services. Such notice will include information about the reason for the disruption, its expected duration and a description of alternate facilities or services, if available. The notice will be placed in an obvious location within the theatre or the Website, or by another method that is reasonable under the circumstances.



This Policy, or part thereof, may be modified from time to time. Any questions regarding this Policy should be directed to the contact information noted above.