Commitment to Accessibility

As the Region’s largest and busiest performing arts centre, Centre In The Square (CITS) is committed to access and equity. We believe in equal opportunity and are dedicated to providing a barrier-free environment that allows all persons to maintain their independence and dignity. This means treating people fairly and taking into account and accommodating different needs, where possible, so that everyone can have access to employment and programming, as well as participate in other activities at CITS.

As a not-for-profit registered charity, CITS respects and upholds the requirements set forth under the Accessibility for Ontarians with Disabilities Act (2005) and associated Regulations, and strives to meet the needs of individuals with disabilities in a timely and effective manner. With the support and leadership of the Board of Directors, General Manager, management, and staff, Centre In The Square is committed to ensuring our world class facility is enjoyed by all.

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.

We can arrange for accessible feedback and alternate formats upon request.

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

  • Email us your feedback through
  • Message CITS via social media outlets
  • Call the Box Office at 519 578 1570 or 1 800 265 8977
  • Speak to our Front of House Manager or a Box Office representative while on-site
  • Mail your feedback to 101 Queen St N, Kitchener, ON N2H 6P7
  • Call the Bell Relay service (BRS) for TTY :
    • Voice to TTY: 1-800-855-0511
    • TTY to Voice: 711
    • TTY to TTY: 1 800 855-1155

Please 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.

Customer Service Standard

Centre In The Square has documented a set of policies and procedures that are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities, in compliance with the AODA Customer Service Standard. They address the following areas:

  1. Training
  2. Feedback Process
  3. Alternate Means of Communication (Accessible Formats)
  4. Support Persons
  5. MagnusMode
  6. Service Animals
  7. Assistive Devices
  8. Wheelchair Seating
  9. First Aid/AED
  10. Communicating Temporary Disruptions in Service

Multi-Year Accessibility Plan Intent

This Accessibility Plan outlines the policies and actions being implemented by Centre In The Square to continue to improve access for visitors, staff and volunteers with disabilities, in compliance with the requirements communicated under the Accessibility for Ontarians with Disabilities Act (AODA) guidelines for the Integrated Accessibility Standards Regulation (IASR).

CITS Multi-Year Accessibility Plan: 2021-2026

CITS Accessibility Policy

2020 Accessibility Compliance Report – ACR-77065

Accessibility Initiatives (2021 – 2026)

In consultation with the Grand River Accessibility Advisory Committee (GRAAC), Centre In The Square will undertake several projects designed to enhance accessibility and further its commitment to providing a barrier-free environment that empowers all persons to participate.

All projects will meet the Accessibility Standards for the Design of Public Spaces and will comply with current Ontario Building Code (OBC) legislation, as applicable.

Washroom Renovation  This project will completely renovate 12 theatre washrooms, which includes replacing the fixtures, plumbing, ventilation and electrical components.2022 – 2023
Theatre Seat Replacement  This project involves the replacement and reconfiguration of almost 1900 theatre seats to allow for more accessible seating and to improve access to the main lobby. The lifts used to remove and store theatre seats in the orchestra pit will also be replaced or refurbished.2023 – 2024
Replacement of Lobby Flooring2024
Replacement of Entrance Doors2024 – 2025
Paving of Ring Road2024 – 2025

*Timelines are published in good faith and are for general information purposes only. CITS will make best efforts to complete the project within the stated timeframe, however accuracy is not guaranteed.

For more information on this Accessibility Plan, please contact