Accessibility

We are committed to making every person’s visit to The Centre enjoyable. We are working hard to constantly evolve and upgrade our facilities and services to provide an extraordinary theatre experience for patrons with disabilities.

No modifications will be made to our accessibilities policies without first considering the impact any changes will have on persons with disabilities. Any modification that is made will maintain the dignity and independence of our patrons with disabilities and any policy found to go against such will be modified or removed. Should any modifications be made to our policies, a notice stating so will be posted on our website and at our box office for a duration of 14 days.

Assistive Devices

The Centre currently has the following facilities and amenities to help make your time at our venue comfortable:

We have wheelchair seating for patrons who either use a wheelchair or a walking device. Please inform the Box Office when you purchase your tickets and accessible seating will be made available to you. The seats are limited and are on a first-come, first-serve basis.

Wheelchairs and walking devices are not advised above the Orchestra level, due to the difficulties associated with evacuating in case of an emergency.

For easy and close access to the theatre entrance, patrons using wheelchairs or walking devices are advised to be dropped off at the entrance off of the ring-road on the Ellen Street side of the theatre.

Hearing assistive receivers are available for patrons with hearing disabilities and/or requiring hearing assistance. Our theatre is equipped with Sennheiser Assistive Listening Systems, in both the pendant and headphone styles.

If you would like to use our hearing assistive devices, you can visit our Guest Services office on arrival to reserve one. There are no rental fees to use the device, but we will require a credit card to secure the device rental. There are limited devices available and will be offered in a first come, first serve basis.

If you have your own Sennheiser Assistive Listening System, you are welcome to use it at The Centre. To see if your device is compatible, you can visit our Guest Services office upon arrival for more information.

The Centre has several features to make the building more accessible:

  • Motorized door controls on our front doors
  • Elevator
  • Special access parking spots are available in the city lots located on Otto St. and in the Civic District underground lot located under the Kitchener Public Library.
  • Special access and companion seats, which need to be reserved at the time of ticket purchase
  • Special access washroom stalls with assistive bars

Please visit or call the Box Office on 519 578 1570 for more information.

Guide dogs or other service animals, including service animals in training, are allowed to accompany patrons to a performance. If you are planning on attending The Centre with a service animal, please advise the Box Office when you purchase your tickets so that an appropriate seat (aisle or special access) can be assigned to you.

Special effects during performances such as noise and lights may affect your service animal. Please contact the Box Office if you have any concerns regarding specific performances. We are committed to making every effort to ensure the safety of our patrons, addressing special circumstances on an individual basis.

If a service animal is causing a disruption for other patrons, the owner and service animal may be asked to leave the performance. Owners are responsible for picking up after their animals.

We welcome all patrons with disabilities, and those who are accompanied by a support person. At no time will a person with a disability be prevented from having access to their support person while at The Centre.

A support person is an individual hired or chosen by a person with a disability to provide services or assistance with communication, mobility, personal care, medical needs or access to goods or services.

Every patron and accompanying support person attending a performance must have a valid ticket to enter the theatre. Admission prices will be charged for both attendees based on the location of the seating section chosen.

There are limited, complimentary admission tickets for one support person accompanying a patron who has a valid CNIB card or an Access2Entertainment card. Please note that these special access seats are allocated on a first-come, first-serve basis.

Patrons may contact the Box Office at 519 578 1570 for more information, or to address the specific needs of their situation.

We will provide notice to customers of any planned or unplanned service disruption in any of our services or devices which are usually used by persons with disabilities. This notice will appear in the form of an announcement on our website, a message on our after-hours voicemail and printed signs which will appear at each public entrance, the Box Office and at each of our bars. The notice will include the reason for the disruption, the expected duration of the disruption and a description of any alternative services that may be available. This will be done by Director of Operations.

Centre In The Square HR department will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Centre In The Square will also keep a record of all training provided, along with who received the training and when.

This training will be provided within 3 months of staff being hired and will require refresher training every 3 years.

Accessible Customer Service Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements laid out in that Act
  • Appropriate ways to interact and communicate with people with various disabilities
  • How to interact with people who use various assistive devices
  • How to interact with people who make use of various support persons
  • Centre in the Square’s policies, practices and procedures relating to the Accessible Customer Service Standard

Communication and Feedback

We are working hard to constantly evolve and upgrade our facilities and services. We welcome your feedback and your ideas about how to make The Centre more accessible and enjoyable.

Please use any of the following methods to communicate with our staff:

  • Email us your feedback through comments@centreinthesquare.com
  • Call the Box Office at 519 578 1570
  • Speak to our House Managers or Box Office staff while on-site

Please also give your name and contact information (phone, e-mail and/or address) so that we can direct your feedback to the appropriate person and respond in a timely manner.