TNSE ACCESSIBILITY CUSTOMER SERVICE POLICY
At True North Sports + Entertainment (“TNSE”), we are committed to meeting the accessibility needs of all persons, including those with disabilities, in a timely fashion and consistent with the principles of dignity, independence, integration and equal opportunity. The following is applicable to TNSE and its affiliates and sets out TNSE’s policies on how we are striving to remove barriers to accessibility for all persons who visit our venues.
Principles and Standards for All Venues and Events
In accordance with the Accessibility for Manitobans Act (AMA), True North Sports + Entertainment (TNSE) is committed to improving access and opportunities for all persons, including those with disabilities, by identifying, removing, and preventing barriers that may interfere with their ability to make full use of TNSE goods and services at all venues and events. Also, True North is fully committed to ensuring all guests are treated in a manner that reflects the principles of dignity, independence, integration, and equal opportunity.
Guest Assistance and Feedback
TNSE wants to ensure assistance for our guests is available in a variety of ways, and we welcome and appreciate feedback from our guests related to any issues and opportunities for improvement. Feedback can be provided via:
- Phone: True North Reception – 204-987-7825
- Email: [email protected]
- Mail: True North Sports & Entertainment Guest Services
600-223 Carlton Street , Winnipeg, MB, R3C 0V4
- Other: Canada Life Centre text assist – 204-590-7622
- In person: At a venue or event, from 30 minutes prior to the start of an event until 30 minutes after an event ends, guests are encouraged to ask any employees for assistance,
and visit designated guest service centres, Box Office, concierges or cashier locations.
True North will ensure to communicate with guests who have self-identified as being disabled by a barrier in a manner that takes into account the barrier, and provide education and training to our employees on how to interact and communicate with guests disabled by various barriers.
Publicly available documents can be made available upon request. TNSE will consult with the person making the request to determine a suitable format or communication support for providing access to any requested documents.
Notice of Temporary Disruption to Goods and Services
TNSE will provide notice to the public when there is a temporary disruption of facilities or services required by our guests with disabilities to access our goods or services (examples of this would include vertical transportation, automatic door openers or reduced pathways). This notice will include information about the reason for the disruption, its anticipated duration and a description of alternative facilities or services that may be available. Notices will be posted in locations wherever possible with a phone number to call for additional assistance.
TNSE is providing training to employees and others who interact directly with our guests, as well as those who are involved in the development or implementation of TNSE’s accessibility measures, policies and practices. TNSE’s training will cover the following:
- A review of The Human Rights Code, the Accessibility for Manitobans Act and the requirements of the Customer Service Standard Regulation
- How to interact and communicate with persons disabled by barriers
- How to interact with persons disabled by barriers who use an assistive device or require the assistance of a support person or service animal
- How to use any equipment or assistive devices that may be available to assist persons disabled by barriers
- What to do if a person disabled by a particular barrier is having difficulty accessing a good or service
Requisite training will be provided to employees as it is reasonably practical to do so, and ongoing training will be provided in connection with changes to TNSE’s policies, practices, and procedures.
Canada Life Centre
TNSE welcomes guests to use their own personal assistive devices. Assistive audio and visual devices and wheelchair support are available at Canada Life Centre on a first-come, first-served basis. These items will be kept in good working order and we will inform our fans of their availability or any disruption of service. Please note that we may not have wheelchairs that guests may keep for the duration of an event.
For assistive device availability at other events and venues, please contact us for assistance.
Guests requiring the use of an oxygen tank may bring it with them into all of our venues and events. Please reach out to us in advance where possible so we can ensure the assigned seat (where applicable) is the best accommodation for this assistive device.
TNSE welcomes our guests with disabilities and their certified service animals. Certified service animals may accompany the guest in any areas open to the general public, unless otherwise prohibited by law.
Wherever possible, for safety and comfort, guests and their certified service animals will be seated in accessible seating. Guests should ensure that they have the proper documentation identifying their animal as a certified service animal.
Canada Life Centre and Burton Cummings Theatre
TNSE welcomes guests with disabilities and their support person. All guests entering Canada Life Centre or Burton Cummings Theatre, including those acting as a support person, are required to hold a valid ticket, subject to standard event pricing. If a support person does not have a ticket to the event, our Box Office team will assist them with purchasing a ticket, where available.
If a guest and their support person arrive at an event with pre-purchased tickets in different sections, our Guest Services team will do their best to find a location where they can be seated together. The ability to relocate and accommodate the guests will be based on availability and cannot be guaranteed. If they cannot be seated together, we will ensure that our guest can access their support person while in our venue.
For other events and venues, please reach out to us directly.
Canada Life Centre and Burton Cummings Theatre
TNSE is committed to providing a superior guest experience and accessible seating at Canada Life Centre and the Burton Cummings Theatre. Subject to availability on a first-come, first-served basis, accessible seats may be purchased for hockey games, concerts, and live events through Ticketmaster by phone at 204-926-5771 or online at ticketmaster.ca and toggling on the accessible seating option within each event page.
It is recommended that guests requiring an accessible seat purchase this type of ticket in advance. Guests that are in possession of a ticket for a standard seat but require an accessible seat will need to exchange their ticket prior to the event, subject to availability.
- Season Ticket Member – Season Ticket Members looking to exchange their standard seat for an accessible seat should contact Ticket Services by phone at 204-926-5790. Exchanges will be processed based on ticket availability.
- Gifted directly from a Season Ticket Member – If a fan receives a digital transfer of a ticket for a standard seat from a Season Ticket Member and requires an accessible seat, they should contact Ticket Services by phone at 204-926-5790 to confirm availability.
- Ticketmaster purchase – If a fan purchases a ticket for a standard seat through Ticketmaster and requires an accessible seat, they should contact the Box Office at 204-926-5771 to confirm availability. If an accessible seat is available, the exchange will be processed.
- Third Party/Unknown – If a fan purchases a ticket for a standard seat from a third party or any other method that cannot be traced and they require an accessible seat, any potential exchange can only be processed through the Canada Life Centre or Burton Cummings Theatre Box Office. At the event, fans who show up and require, but do not hold, a ticket for an accessible seat, should visit the Box Office at Canada Life Centre or the Burton Cummings Theatre. Our Guest Services team will work with our Box Office to try to find a solution for the fan. Accommodations will be based on availability and cannot be guaranteed.
Bell MTS Iceplex
Accessible seating is available in each arena on the second-floor balcony, accessible by elevator on a first-come, first-served basis.
Accessible seating at other venues or events will be available and locations may fluctuate based on the type of event and venue set-up. We encourage you to reach out to [email protected] for assistance.
Canada Life Centre and Burton Cummings Theatre
Accessible parking at Canada Life Centre may be available at parkades in close proximity to the venue for hockey games, concerts or other events. TNSE does not own or operate parkades and encourages any guests requiring accessible parking to inquire directly with each parkade’s operator in advance. For further assistance, guests are encouraged to visit downtownwinnipegbiz.com/getting-around.
Bell MTS Iceplex and Camp Manitou
Accessible parking is available at Bell MTS Iceplex and Camp Manitou on a first-come, first-served basis.
For other events operated by TNSE, please reach out to [email protected] for assistance