ACCESSIBILITY AT CINEPLEX: Policy regarding the provision of

Accessible Goods and Services (the “Policy”)

Cineplex Entertainment LP (“Cineplex”) 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 movie-going experience at our theatres or the use of ourwebsite located at

This Policy outlines our practices and procedures in relation to the provision of goods and services 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 Cineplex employees, contractors, volunteers and anyone that may interact with our guests on our behalf (including those of all of Cineplex’s subsidiaries) in the provision of our goods and services. 

This Policy is available on the Cineplex website and in various accessible formats. If you would like to receive a copy of the Policy in an alternate format or a paper copy, please contact:

Cineplex Entertainment LP

Guest Services

1303 Yonge Street

Toronto, Ontario M4T 2Y9

1-800-333-0061 or


"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 regulations under the Blind Persons’ Rights Act, 1990 (Ontario).

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

(a) if it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or

(b) 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 employees, contractors, volunteers and anyone that may interact with our guests on our behalf on:

  • The purpose and requirements of the Policy, including any changes or updates to the Policy or any of the practices and procedures noted herein;
  • How to interact with customers with various kinds of Disabilities, as well as their Service Animals, Guide Dogs and/or Support Persons; and
  • How to use, and assist others in using, the Assistive Devices described below.

At anytime, Cineplex employees or contractors may go to to review an electronic version of Cineplex customer service training.



All Cineplex employees are to communicate with our guests in a way that takes their Disability into account.


Guests may use their own personal Assistive Devices to access Cineplex’s goods and services or borrow one of the devices available at locations that offer the services below.

We proudly offer captioning, descriptive video and assistive listening devices in certain locations. These services will be expanded across our theatre locations and guests may visit for listings of the current movie titles available in the accessible formats stated herein.  


Cineplex welcomes our guests with Disabilities and their Support Person. All guests, including those acting as a Support Person, are required to hold a valid admission ticket. Admission tickets for a Support Person are subject to standard ticket pricing.  In order to assist guests who require a Support Person, Cineplex is proud to be a founding partner of the Access 2 Program which, among other benefits, provides free admission at Cineplex theatres for Support Persons accompanying a person with a Disability who is an Access 2 Cardholder.

Any persons with a Disability who require a Support Person when attending a movie theatre are eligible for the Access 2 Card if they meet certain minimal criteria.  For information about the program, guests may go to the Access 2 Program website located at

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


Cineplex 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.  Service Animals are permitted provided that the animal is not otherwise excluded by law. If a 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 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.


Customers may provide comments regarding Cineplex’s implementation of this Policy by email, verbally or in writing to:

Cineplex Entertainment LP

Guest Services

1303 Yonge Street

Toronto, Ontario 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.

Cineplex 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.


Cineplex 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 Cineplex 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.

December, 2011 (Updated December, 2013)

Cineplex Entertainment LP Multi-Year Accessibility Plan

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