Privacy Principle:
The Capitol Centre respects the privacy of its patrons and under NO conditions
will the email addresses and phone numbers of those subscribed to our email
newsletter or those purchasing tickets, ever be given or sold to any organization
outside of the Capitol Centre.
The Capitol Centre does collect and use information
that is necessary to administer our business, to advise you about upcoming events, additional services, and to provide you with customer service.
By purchasing Capitol Centre tickets you provide our theatre with your consent to the collection, use and disclosure of certain personal information, including that previously collected, for the pur0poses of communication with you; assessing your request for services; providing patron assistance.
Refund & Exchange Policies:
Exchanges:
Exchanges may only happen if there is another performance of the same show. Upgrading or a change in seat location may be accommodated, if available at a charge of $3 per ticket.
Refunds:
Refunds are given in the event of a show’s complete cancellation or postponement only.
Accessible Customer Service Plan:
Providing Goods and Services to People with Disabilities
Capitol Centre is committed to excellence in serving all customers including people with disabilities.
Assistive devices and areas
We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.
These devices include: Listening Devices which include the actual device and a headset – staff are aware of how to turn them on for the patron and the policy surrounding a security deposit. There are wheelchairs located in the Martini Lounge and the theatre lobby. There is a wheelchair accessible ramp within the building that allows the patron to get from the Box Office and WKP Kennedy Gallery to the theatre. There is also a wheelchair accessible ramp outside so that patrons can make their way into the building safely. All doors that are used by the public are wheelchair accessible. The upstairs bathrooms as well as the public bathrooms in the basement are wheelchair accessible. We have a wheelchair accessible parking spot available, adjacent to the building just outside the rear entrance – this is a North Bay Municipal lot.
The Capitol Centre has an elevator that goes between the basement and the upper floor. During performance days, the elevator will be easily accessible for public use. On non-performance days there is a code that must be used to access the elevator from the main floor, patrons can seek assistance with the Box Office Associate. All doors that are used by the public are wheelchair accessible.
We have 16 wheelchair accessible seating locations within the theatre. Wheelchair accessible seating locations are held for anyone with accessibility issues until the morning of the performance at 10 a.m. when they will be released for sale to the general public (this applies to rentals and Capitol Centre presents performances). We have the ability to remove seats in the event that a patron requires space for a mobile bed, with advanced notice. There are railings in the theatre to assist patrons going down the stairs.
Communication
We will communicate with people with disabilities in ways that take into account their disability. We will offer assistance in a respectful manner and provide calm direction while offering person-to-person service. We will ensure that communication is provided in a variety of methods including verbal and written.
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. Patrons with service animals should be seated in the front rows (A in the centre section, D on the right and left wing) or in any of the wheelchair accessible seating locations, both on the platform and at the back of the Orchestra section. These seats will not be held specifically for patrons with service animals, if a patron requires seating to accommodate a service animal, they are to contact the Box Office as soon as they are aware of the on sale date.
Support persons
On a case by case basis, we will provide one complimentary ticket for one paid ticket to those who require a support person due to physical or developmental challenges, for all Capitol Centre Presents performances.
In the event that the performance is a rental, we will do our best to accommodate the request however, it is ultimately up to the renter.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Capitol Centre will notify customers 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 placed at the Box Office.
Training for staff
Capitol Centre will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. Individuals in the following positions will be trained:
General Manager, Box Office Manager and Associates, Front of House Manager, Administrative Assistant, Marketing Manager, Finance and Benefits Administrator, Technical Director, Operations Coordinator, WKP Kennedy Gallery Staff, Volunteers in all stations
This training will be provided to staff immediately following their start date.
Training will include:
• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
• Capitol Centre’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 the listening devices
• How to operate the elevator
• What to do if a person with a disability is having difficulty in accessing Capitol Centre’s goods and services
Staff will also be trained when changes are made to our accessible customer service plan.
Feedback process
Customers who wish to provide feedback on the way the Capitol Centre provides goods and services to people with disabilities can contact
the General Manager, Dee Adrian at (705) 474-1944 ext. 224
or via e-mail at
dadrian@capitolcentre.org;
Front of House Manager at (705) 474-1944 ext. 230
or via e-mail at
foh@capitolcentre.org;
Box Office Manager, Mandy Wilson at (705) 474-1944 ext. 240
or via e-mail at
mwilson@capitolcentre.org.
Customers can expect to hear back in 1-2 business days. Complaints will be addressed according to our organization’s regular complaint management procedures.
Modifications to this or other policies
Any policy of Capitol Centre that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.