Accessibility
Commitment Statement
Mercatto Hospitality is dedicated to ensuring equal access and participation for our team members and guests with disabilities. We are devoted to making sure guests with disabilities can visit our restaurants and event spaces in a manner that respects their dignity and independence. We will take every necessary measure to eliminate and prevent barriers to accessibility, and comply with our accessibility obligations under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.
Information and Communication
We will communicate with guests with disabilities in an appropriate manner that takes into account their specific needs. Upon request, we will provide any publicly available information in accessible alternative formats or with the necessary communication support.
Assistive Devices
Mercatto Hospitality welcomes guests with disabilities to utilize assistive devices in order to access, use, or benefit from our goods and services.
Support Persons
Mercatto Hospitality warmly welcomes individuals with disabilities who are accompanied by a support person. At no point will a person with a disability, accompanied by a support person, be denied access to their support person.
Service Animals
Mercatto Hospitality welcomes individuals with disabilities who are accompanied by a service animal in areas of our premises that are open to the public. In situations where it may not be obvious that an animal is a service animal, our staff may request documentation from a regulated health professional.
Notice of Temporary Disruptions
In the event of a planned or unforeseen disruption in accessible services or facilities, Mercatto Hospitality will provide public notice. This notice will be posted on the front door of our premises or in the nearest accessible area. It will include information about the reason for the disruption, the expected duration, and any alternative facilities or services available. Additionally, whenever feasible, we will communicate disruptions to accessible services or facilities on our website and via social media.
Training
We are committed to providing ongoing training to our employees on Ontario’s accessibility laws and relevant aspects of the Ontario Human Rights Code pertaining to individuals with disabilities. Our employees will be trained on how to welcome and serve guests with disabilities, including those who use assistive devices. They will also learn how to assist guests in accessing Mercatto Hospitality’s goods and services, and how to communicate and provide notice of temporarily unavailable facilities or services. Additionally, guests will be informed on how they can provide feedback regarding accessibility at Mercatto Hospitality. We will continue to assess and enhance our standards, practices, and training to ensure that we are meeting the requirements for our guests with disabilities to fully enjoy our restaurants and event spaces.
Employment
We will inform employees, potential hires, and the public that accommodations are available during the recruitment and hiring process. Our staff will be made aware of the support available for individuals with disabilities, and we will implement a process to create individual accommodation plans for employees who require them. As needed, we will also provide customized emergency information to assist an employee with a disability during an emergency.
Feedback Process
We welcome input from our team members, guests, and all visitors to our offices and establishments regarding their experiences with our accessibility services. Mercatto Hospitality is dedicated to promptly addressing all feedback received. Guests have the option to provide feedback through the following channels:
Speaking directly with a manager while on the premises
Contacting the restaurant via phone (you can find all restaurant phone numbers on our websites)
Sending written feedback to 20 Wellington St. East, # 1, Toronto, ON M5E 1C5
Using the feedback page on our website www.mercatto.ca
Notice of Availability
Copies of our accessible customer service plan can be requested. Please reach out to us at info@mercatto.ca, or by mail at 20 Wellington St. East, # 1, Toronto, ON M5E 1C5. Mercatto Hospitality is committed to providing this document in an accessible format or with communication support, upon request. We will work with the requester to determine the most suitable format or communication support. The accessible format will be provided promptly and at no additional cost.
At Mercatto Hospitality, we are dedicated to crafting customer service policies that align with the requirements of AODA and uphold the dignity and independence of individuals with disabilities. Any policy or practice that contradicts this objective will be assessed and adjusted where feasible. For any further inquiries, please contact us at info@mercatto.ca.
Restaurant Accessibility Information
Trattoria Mercatto
Entrance/Interior
Pedestrian routes are level to and from the main entrance inside of CF Toronto Eaton Centre. The level path is available through the dining room but not to the upper mezzanine dining area and washrooms.
There is an entrance with a level path from Scott Street to patio. Patio is accessible but does not have accessible entrance to dining room or washroom.
All entrances are wide enough to allow safe passage of persons who use mobility aids.
No automatic door openers are available on either entrance to the restaurant.
Washrooms
Level path is available to washrooms in the dining room.
Designated accessible washroom on ground floor.
There is not an automatic door opener to washroom.
Taverna Mercatto
Entrance/Interior
Pedestrian routes are level to and from the main entrance inside on Bremner Blvd. The level path is available through the dining room and to the washrooms.
There is a side entrance with a level path from within the building to the dining room and washrooms.
Patio is accessible.
All entrances are wide enough to allow safe passage of persons who use mobility aids.
There is an automatic door opener at the main entrance of the restaurant, on Bremner Blvd.
Washrooms
Level path is available to washrooms.
One designated accessible washroom.
There is not an automatic door opener to the washroom.
Cantina Mercatto
Entrance/Interior
Pedestrian routes are level to and from the main entrance inside on Wellington St. East. The level path is available through the dining room and to the accessible washroom.
Lower level washrooms and upper level mezzanine are not accessible.
Patio is accessible.
All entrances are wide enough to allow safe passage of persons who use mobility aids.
There is an automatic door opener at the main entrance of the restaurant, on Wellington St. East.
Washrooms
Level path is available to washrooms.
One designated accessible washroom.
There is not an automatic door opener to the washroom.
College St. Mercatto
Entrance/Interior
Pedestrian routes are level to and from the main entrance inside on College St. inside of the MaRS Discovery Building and from the patio entrance. The level path is available through the dining room and to the washrooms.
Patio is accessible.
All entrances are wide enough to allow safe passage of persons who use mobility aids.
There is an automatic door opener at the main entrance of the MaRS Discovery Building, but not at the main entrance of the restaurant.
The main entrance door is securely propped open during all operating hours.
Washrooms
Level path is available to washrooms.
One designated accessible washroom.
There is not an automatic door opener to the washroom.
Multi-Year Plan
Mercatto Hospitality is dedicated to providing equal access and participation for all guests and team members. This Multi-Year Accessibility Plan outlines our ongoing commitment to meeting the requirements of the Accessibility for Ontarians with Disabilities Act (AODA) and removing barriers to accessibility.
Year 1-2: 2024-2025
1. Training and Awareness
Continue mandatory accessibility training for all employees, focusing on AODA requirements and customer service for guests with disabilities.
Regularly assess training content to ensure it remains current and relevant.
2. Feedback and Communication Accessibility
Implement an enhanced feedback process on the website, ensuring it is easy to access and in accessible formats.
Begin translating key information into accessible formats (large print, Braille, and electronic text), available upon request.
Establish a consistent process for guests to receive communications in alternative formats upon request.
3. Employment Accommodations
Strengthen our recruitment and hiring practices to ensure accessible accommodations are provided throughout the hiring process.
Create individual accommodation plans for employees who require support, and offer accessible formats for emergency information as needed.
Year 3-4: 2026-2027
1. Digital Accessibility
Assess and improve website accessibility in line with WCAG 2.0 Level AA standards to ensure all guests can access information and services online.
Add accessibility features, such as alt text, captions, and keyboard navigation, for all new digital content.
2. Enhanced Support for Guests with Disabilities
Expand accessibility options for in-person guests, such as enhanced assistive devices and signage.
Increase awareness of support options available for guests accompanied by service animals or support persons.
3. Policy Review and Updates
Regularly review and update our accessibility policies to ensure ongoing compliance with AODA standards.
Involve team members in policy updates and provide training on any new practices.
Year 5 and Beyond: 2028+
1. Accessibility Audit and Continuous Improvement
Conduct a comprehensive accessibility audit across all locations, evaluating physical, digital, and policy-related accessibility.
Develop and implement an action plan for continuous improvement based on audit findings.
2. Community Engagement and Feedback
Strengthen engagement with the community, gathering feedback from individuals with disabilities to guide our accessibility initiatives.
Ensure feedback loops are robust, with annual reviews to incorporate community input into accessibility improvements.
3. Future-Ready Accessibility Standards
Research and integrate emerging technologies or practices that improve accessibility.
Continue updating our accessibility standards to exceed AODA requirements, as part of our long-term commitment to inclusivity.
Mercatto Hospitality remains devoted to meeting the accessibility needs of our guests and team members with disabilities, ensuring that our restaurants and event spaces are inclusive, welcoming, and barrier-free.