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Appendix II: Results by audit site

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Accessibility audit of select restaurant chains in Ontario

Prepared by Betty Dion Enterprises Ltd

CHAIN-A

Chain-A: Audit site-1

This restaurant has been in business for many years. There is no safe pedestrian route provided to access the restaurant from the street. There is designated parking for use by people with disabilities, with a vertical sign indicating the spot. It is quite difficult to access the spot, though, as you either have to drive against the flow of traffic exiting the drive-thru, or drive around the restaurant along side the drive-thru and then back into the accessible spot. The curb ramp leading from the parking area is uneven and has a truncated domed manhole cover in the middle of the path.

The doors at the accessible entrance should have adequate clear width, however, the first door does not open fully, making it difficult for all users. Unfortunately, there are no automatic door openers provided. There are two doors in sequence which are very close together and a customer, particularly a customer who uses a wheelchair or walker, cannot pass through one door, without holding open the other at the same time.

The interior offers both take-out and seating areas. The seating area is equipped with a mix of seating and tables with chairs that are moveable. The sit-down seating area is well illuminated and equipped with different types of lighting.

The interior at the take-out counter is well illuminated and has a low counter. Signage is provided overhead, and the menu is displayed as a black background with either yellow, blue or red writing, making it difficult to read due to poor colour contrast. There is a sign board in front of the counter with the newest menu choices, which is well contrasted, and is, therefore, accessible to customers with visual impairments. However, it is only a small portion of the full menu.

The condiment, coffee and cream dispensers are self serve. There is a counter at a height of 1000 mm, which is intended for trays. The condiment dispensers are on top of another counter at an approximate height of 1200 mm, and within reach of 300 mm. The operable parts are all 1400 mm and higher which is above the reach of people who use wheelchairs. It is impossible for someone seated to see into the basins holding some of the condiments. There is no signage at the self-serve centre, accessible or otherwise. There was a staff member available who, upon request, did provide assistance.

The amount displayed on the cash register was easy to read. No telephone is available for public use.

The door to the washroom has adequate manoeuvring space. A dedicated accessible washroom is provided. The door has a wheelchair logo but no tactile or Braille signage. The room is fairly spacious and can accommodate a wheelchair. The sink is equipped with lever handles and the sink basin is rather low and the pipes are not insulated.

This site is quite difficult for customers with disabilities. The main entrance doors are difficult to operate, the signage is not well displayed and many services are beyond the reach of many customers with disabilities.

Chain-A: Audit site-2

The landscape of this newer location, unfortunately, is entirely designed to accommodate vehicles, not people, as there is no sidewalk or safe pedestrian route outside of the route of travel.

There is a telephone outside for public use that has volume control and is mounted low but it is located on a landing at the bottom of the stairs, which is inaccessible, as there is no curb ramp on the landing.

The entrance doors are wide enough, however, there is a ramp that is too narrow which leads to entrance doors, as a result, there is very limited manoeuvring space. The counter is low, which is good and the menu is displayed overhead in a variety of colours, which makes it difficult to read, due to the poor contrast of the characters. There are both fixed and moveable chairs and one table is higher than others to accommodate wheelchair users, which provides a good choice of options.

The washrooms are marked as accessible, although there are many deficiencies in the washrooms. The entrance doors are less than the required 810 mm, and the doors lack the required manoeuvring space beside the doors. Immediately inside the door in the washroom, a sink is located that has adequate knee space and lever handles, although if a person in a wheelchair is positioned at the sink, they would block everyone from moving in or out of the washroom. Also in that route, hand dryers are placed making them a protrusion hazard that people, particularly people with visual impairments might bump into. (Protrusions are permitted to extend a maximum of 100 mm into the pedestrian route.) The door leading into the washrooms has a clear width of only 760 mm. The stall door is wide; unfortunately it opens into the stall, where it is supposed to open out. There is only one grab bar on the sidewall beside the toilet, where another one is also required behind the toilet. The manoeuvring space beside the toilet, which is supposed to remain clear, is occupied by a garbage receptacle. Unfortunately, the accessible toilet stall was also out of order.

This facility is not accessible to customers with disabilities. It has many inadequate architectural features, including the lack of pedestrian access into the facility, inaccessible washroom facilities, poor signage and the lack of forethought with the placement of the telephone.

Chain-A: Audit site-3

This is a newer location. The chain’s logo is clearly displayed but the street address is not. There is a sidewalk leading from the street and an accessible parking space provided. The entrance doors have adequate clear width and both doors are equipped with automatic door openers.

The counter is low and the menu is displayed behind the counter, although the characters and numbers are displayed in a variety of colours, some of which do not have adequate contrast to allow them to be easily read. The price on the cash register is displayed for the customer, which is convenient for everyone, but is especially appreciated by people who are deaf or hard of hearing. No Braille menus are available. The chairs are moveable which is convenient for wheelchair users and their friends.

The washroom doors do not have tactile or Braille signage. There is an accessible stall with adequate manoeuvring space beside the toilet and appropriate grab bars.

A telephone equipped with volume control is available for public use.

This restaurant has many accessible features with good door and washroom design although it is not accessible to people with visual impairments as the menu is displayed against many different colours, making it difficult to read. The signage on the washroom doors lack tactile and Braille characters, but the existence of sidewalks, automatic door openers and accessible telephones are all positive features.

Chain-A: Audit site-4

This new site is located in the parking lot of a large mall. It is accessed from the street via a set of stairs, which lead one to cross the drive-thru to a side door. The drive-thru is marked with a crosswalk. Handrails are provided on the stairs but they lack horizontal extensions, which are required. Accessible parking is provided beside the entrance although these spaces are not large.

The entrance doors are wide and equipped with automatic door openers. The floor is extremely slippery when wet. The interior is very well illuminated and the counter is low. The menu is displayed in blue, yellow and red on a black background, making it difficult to read for persons with visual disabilities due to poor contrast and colour selection. The amount to be paid is displayed at the cash register. The interior is spacious and without protrusions, but highchairs for children are sometimes left in the aisles. A radio played quite loudly during the assessment.

At this location, an audible fire alarm is provided, but not one with a visual alarm. A variety of seating is available. Booths and tables are at a variety of heights. Unfortunately, the seat at one of the booths is not properly secured and moved when one sat down. This can be disconcerting to everyone, but can be dangerous for someone with an agility or balance limitation.

A well-contrasted wheelchair logo and washroom sign is displayed over the door to the washrooms. However, no tactile characters or Braille is provided to assist a blind person to identify the appropriate washroom. An accessible washroom is provided with appropriate manoeuvring space, grab bars, coat hook and space beside the toilet.

A baby change table is provided in the accessible stall and instructions are provided in Braille, which is very good. The sink and mirror are fine but the waste dispenser, which is moveable, is located in front of the accessible stall door in the men’s washroom. Unfortunately, the hand dryers protrude into the pedestrian route along the route to the stalls.

On a positive note, the door into the play area is accessible. The climbing play apparatus is not designed to be “accessible”, but some Nintendo stations are available with controls at a variety of heights, which is good. Other play elements could be provided for children unable to use the climbing element. No telephone is available for public use.

CHAIN-B

Chain-B - Audit site-1

There is no sidewalk leading to the entrance of this chain’s location as the landscape has been designed to accommodate cars. A curb ramp and a designated parking stall are provided but no vertical sign is positioned at the space, which is recommended in order to clearly identify the parking stall, particularly in snowy conditions.

The entrance door has adequate width but is not equipped with an automatic door opener.

The counter is low and the food choices are well displayed. The price is displayed on the cash register which is convenient for all customers especially those with hearing disabilities. The menu is displayed overhead with yellow text on a red background, with some pictures and is backlit. No Braille menu or menus at eye level are available. Tables are available at an appropriate height to accommodate a wheelchair and chairs are moveable, which is convenient for all customers.

The washrooms are accessible and have adequate manoeuvring spaces and grab bars installed. The faucet on the sink does not appear to be accessible and appeared to be broken during the assessment.

A telephone is available for customer use and it is equipped with a flux coil that allows it to be accessible to customers who use hearing aids. A non-smoking area is provided.

Chain-B: Audit site-2

This site is located along a main city street. The signage is clear but there is no sidewalk from the street, which makes it extremely difficult for customers who do not drive. A curb ramp is provided and the ramp is fine. The entrance door has adequate clear width but no automatic door opener is provided. No designated parking for customers with disabilities is provided, which is unusual.

The interior was extremely smoky when visited. The counter is low and tables with moveable chairs are not available. Signage is overhead but has well contrasted characters.

Accessible signage is not provided at the washroom doors and the doors lack the required manoeuvring space. An accessible stall is provided but it lacks manoeuvring space beside the door. Manoeuvring space and grab bars are both provided in the stall. Unfortunately, storage materials blocked the transfer space. The interior of the restaurant was extremely smoky, a difficult environment for many people, including those with asthma, emphysema or environmental sensitivities.

Chain-B: Audit site-3

This site is located at a busy suburban intersection. The building was built within the last 10 years. The signage for the restaurant is clearly displayed, however there is no street number displayed. There is no sidewalk leading from the street, which is dangerous for those customers who do not approach the restaurant in a vehicle. There is one dedicated accessible parking stall, which is level and has a vertical sign. A curb ramp is provided from the parking lot to the sidewalk. The entrance doors have adequate clear width but no automatic door openers.

The interior has both a smoking and non-smoking section. The smoking section is a completely enclosed unit with separate ventilation. Access to the section is through a door which has sufficient clear width. However, there is limited manoeuvring space once inside the smoking area.

The counter is low and many of the food selections are clearly visible, although the items for sandwiches and wraps cannot be seen from a seated perspective. In the non-smoking area, only tables and chairs, which are moveable, are available as seating options. In the smoking section, only non-moveable benches are available as a seating option, which presents a problem for all customers, but especially those who are wheelchair users. The menu is displayed overhead and is mostly well contrasted, although the back lighting of the signage is inconsistent in some areas. The menu for sandwiches and wraps is in smaller print and the contrast is not as good. The restaurant is well illuminated. Immediately outside the restaurant there is a phone available for public use that is equipped with volume control.

There is a door leading to a vestibule, off of which are the men’s and women’s washrooms. The wall adjacent to the vestibule door is on a slight angle, therefore decreasing the required manoeuvring space of 600 mm on the pull side of the door. The narrowness of the hall precludes the lack of the 300 mm required on the push side when leaving the washroom vestibule. Braille and tactile signage are not provided on the washroom doors and the doors are quite heavy and lack levered handles.

The manoeuvring space in the washroom is large enough to accommodate someone using a wheelchair, however, the garbage can is located in the transfer space beside the toilet, an area that must be kept clear to accommodate the wheelchair. The sink has levered faucets, and the pipes are recessed. The sink encroaches on the area required on the pull side of the door to allow a person using a wheelchair to position the wheelchair beside the door. The lock on the door is difficult to open as it requires two concurrent motions (push and twist).

Chain-B: Audit site-4

This site is located in a strip-mall plaza on the commercial street beside a residential neighbourhood. The signage for the restaurant is clearly displayed but there is no sidewalk leading from the street. There is one designated parking stall available for people with disabilities at the end of the plaza where the site is located. The stall is sloped away from the building, making it difficult for a person using a wheelchair to independently transfer into their wheelchair from a vehicle without it rolling away. A curb ramp is provided from the parking stall but it is not level. It is on the corner of the sidewalk, and has multi-directional slopes along the route. Also, there is a pole at the corner of the sidewalk/parking stall, to prevent people from running over the curb ramp, however, it has been hit several times and now leans into the parking stall. Additionally, the pole creates somewhat of an obstruction for people to get onto the curb ramp. The ramp at the entrance is fine and the entrance door has adequate clear width but no automatic door opener.

The interior has both a smoking and non-smoking section, although the smoking section is not separately enclosed and ventilated. The counter is low and many of the food selections are clearly visible. The items for sandwiches and wraps cannot be seen by wheelchair users or people of short stature. Only tables and chairs are available as seating options. The chairs are moveable making it easier for wheelchair users and other customers. The menu is displayed overhead and is fairly well contrasted, although a menu at eye level is not available. The menu for sandwiches and wraps is in smaller print and the contrast is not as good, which makes it more difficult for people who have visual impairments. The restaurant is well illuminated. The music is at a level that is just audible, making conversation easy. A Braille menu is not available.

There are two (2) telephones available for public use, both equipped with volume control. However, the phones are located in the corridor to the washrooms and protrude more than the allowable 100 mm, making them a hazard for people who are blind or have a visual impairment, who may use a white cane or guide dog as a mobility aid.

Braille and tactile signage is not provided on the washroom doors. The manoeuvring space in the stall is large enough to accommodate someone using a wheelchair, although the grab bar is a little too far away, making it difficult and unsafe for people to use. The sink had levered faucets, and the pipes are recessed.

This restaurant may be usable by some customers with disabilities but improvements are required including level parking and a parking sign pole, the re-installation of the grab bars, as well as new signage for the doors and for the menu board. A safe pedestrian route can easily be added, and other impairments to full accessibility can easily be remedied.

CHAIN-C

Chain-C: Audit site-1

The clear width of the entrance doors of this chain’s newer location is fine but the doors are a little difficult to manoeuvre through as the two doors are in close sequence, which the Ontario Building Code does not allow. The other entrance doors at the side are fine, but there are no automatic door openers.

There are two (2) entrances, but no sidewalk or safe pedestrian route leading to either of them, although there is little pedestrian traffic at this location, as it is located off a highway.

Accessible designated parking is provided and a curb ramp leads from the parking stall to the sidewalk.

The service counter is quite high and the seats are all fixed, making it more difficult for a customer who uses a wheelchair to position themselves out of the pedestrian route and to find a comfortable place to eat or drink. The illumination levels are adequate.

The washrooms do not have raised characters or Braille signage. The accessible stalls are equipped with grab bars and have adequate manoeuvring space. The faucets do not have lever handles and manoeuvring space is limited for people exiting the washroom while using a wheelchair.

No public telephone is available. This restaurant facility presents a variety of accessibility obstacles to individuals with disabilities. A person with a disability would likely have difficulty accessing the premises as well as some of the services at this location.

Chain-C: Audit site-2

This site is accessed via an off-ramp from a highway. A curb ramp is provided leading to the entrance doors that are wide enough to meet clear width requirements but they are not equipped with an automatic door opener. There is a sidewalk running alongside the ramp but it ends at the top of the hill where one must then manoeuvre across the traffic in the parking lot. There is designated parking for people with disabilities but no vertical sign is provided. A vertical sign is required so that when the parking space is covered with snow, it is still understood that there is designated parking for people with disabilities.

Tables are provided with both fixed and moveable seating and the interior is well illuminated. The threshold at the entrance door is a little rough and it could be difficult for some wheelchair users to wheel over and it might cause someone, especially with a vision disability, to trip.

The menu is displayed overhead but not at eye level, which many people with low vision require, so that they can approach the sign to read it.

Washrooms are marked with a sign indicating they are accessible, although the first door does not meet clear width requirements of 810 mm. The washroom lacks tactile and Braille signage but an accessible stall is provided that has adequate manoeuvring space and grab bars. The sink is also fine.

This site has some accessibility features such as the moveable seating and the accessible stall, but it also has a door leading to the washrooms that fails to meet clear width requirements and the exterior lacks a safe pedestrian route to the restaurant.

Chain-C: Audit site-3

This site is located beside several other restaurant chains but there are no pedestrian sidewalks leading to any of the restaurants. The sign for this restaurant is well located. No designated parking is provided near the site.

The entrance doors meet the clear width requirements and are equipped with automatic door openers. The interior is well illuminated, free of protrusion hazards and provides a variety of seating options. A smoking room is available inside a glassed-in room at one end of the restaurant. The service counter is low and the signage is displayed overhead with the contrast and font style acceptable, although no menu is available at a low height to allow for reading by people with visual impairments. The amount owing is displayed on the cash register, which is useful for everyone but especially appreciated by people who are hearing impaired.
The washrooms have Braille and tactile signage to let people who are blind know which washroom to select, which is very good. The accessible stall has adequate manoeuvring space and is equipped with grab bars. The sink has lever handles, and the pipes under the sink have been insulated to protect wheelchair users from exposure to the hot pipes, which is very good. The men’s washroom is smaller and had the sink immediately inside the door, which can be difficult if someone is at the sink as they block everyone from the route to the toilet stalls. The hand dryer is hazardous as it protrudes into the pedestrian route. No telephone is available for public use.

This restaurant has many accessibility features such as automatic door openers, Braille and tactile signage on the washrooms, accessible washrooms stalls and insulated pipes. Unfortunately, the washrooms have hand dryers that protrude into the route of travel.

Chain-C: Audit site-4

This site is located on a commercial street surrounded by residential neighbourhoods. This location was recently rebuilt in the late 1990’s, replacing an older facility.

The signage for the restaurant is clearly displayed but there is no street number visible. There is no sidewalk leading from the street, and there is a lot of pedestrian and vehicular traffic into this location. There is parking at this location, but not a designated accessible spot. A curb ramp is provided from the parking lot, which would be fine, if it were not for the large flower planter that diminishes the clear width.

The entrance doors have adequate clear width but no automatic door openers. There are two doors, which are in extremely close sequence. The placement of the doors requires the customer hold open one door, while opening the other. The doors are quite heavy, and the exterior door has a threshold of approximately 50 mm, which is well beyond the maximum allowable of 13 mm.

The counter is low and the price is visible on the cash register. Only tables and chairs are available as seating options, and there is only one table with moveable chairs available, which does not provide choice to wheelchair users and poses a significant barrier if the table is occupied. The menu is displayed overhead and is mostly well contrasted. There is no menu for people to get close to, nor is there a Braille menu available. The restaurant is well illuminated. The music was at a level that was audible, but not loud. However, the restaurant is very small and the volume of customers makes the ambient noise level fairly loud.

There is one male and one female individual washroom. Braille and tactile signage is not provided on the washroom doors. The width of the doors into the washrooms is only 640 mm, well below the 810 mm required. The washroom is approximately 1400 mm x 1400 mm, however, the clear space is only approximately 700 mm x 700 mm once the fixtures are taken into account. Therefore, there is no access to washrooms for wheelchair users at this facility.
There is no telephone available for public use.

Despite being built after the current Building Code came into effect, this restaurant is not accessible to customers with disabilities. Access is difficult because of the door configuration and lack of automatic door openers, the lack of moveable chairs and the configuration of the tables, and because of the lack of Braille signage. Wheelchair users are required to sit in the pedestrian route, and the washrooms are not accessible at all. The restaurant would be frequently inaccessible to people with hearing impairments due to the noise levels.

CHAIN-D

Chain-D: Audit site-1

The entrance to the site of this older model of the chain’s restaurants is at the back of the building near the parking lot. There is no sidewalk or safe pedestrian route leading to the entrance. A narrow sidewalk exists beside the building, however, it is obstructed by parked cars.

There is a high threshold (small ramp) at the entrance door, which makes it difficult for customers with disabilities. Accessible parking and a curb ramp are provided. The entrance door has adequate clear width but no automatic door opener is provided.

There is no counter service. Only table service is available. The tables are at an appropriate height and chairs can be moved, which is convenient for all customers, especially wheelchair users and those who may have service or guide dogs.

Washroom doors lack Braille and tactile signage and the clear width of the doors is too narrow at 760 mm to allow customers who use wheelchairs to enter. Manoeuvring space is also lacking beside the washroom doors. There is a larger stall provided but it only has a clear width of 760 mm and there is no transfer space provided beside the toilet. A grab bar is provided. The sink lacks a lever handle. A telephone equipped with a volume control is provided for public use.

The washroom is not accessible as it has very narrow doors. The ramp/threshold at the main entrance doors is not compliant with the Ontario Building Code and the lack of a sidewalk or safe pedestrian route is extremely dangerous for customers approaching on foot.

Chain-D: Audit site-2

This is a newer restaurant site. Signage is clearly visible from all approaches and is well contrasted. There is no sidewalk or safe pedestrian route leading to the entrance from the street, however, the street does not have sidewalks either.

Three accessible parking stalls and a curb ramp are provided at the main entrance, but there is no vertical sign, only the symbol painting on the ground. The vertical signs would indicate the existence and location of the accessible stalls when the ground is covered in snow. The entrance door has adequate clear width and has an automatic door opener, but the button is very small and difficult to find. When exiting the restaurant, the seats for people to wait are located within the 300 mm of space required to be kept clear beside the door. Once in the vestibule, the button for the automatic door opener is difficult to find as it is obscured by a plant. It is made even more difficult to access as the space in front of it is occupied by a large wooden box with pamphlets and take out menus, with a large plant on top.

There is no counter service at this restaurant, only table service. The clear route to the tables is diminished by the greeter’s podium and is less than 810 mm wide, the podium and wall have been hit and scratched several times. The tables are at an appropriate height and chairs can be moved, which is convenient for many customers. The seating is either 2 benches with a fixed table, or a fixed table with a bench on one side and moveable chairs on the other. Lighting is provided at the booths and throughout the facility; however, the lighting is dim and casts shadows on the table and others at the table. There are many large windows and the amount of light at the nearby booths is easily controlled by blinds on the windows. The menus have good contrast. A Braille menu is available for the current menu. The music is fairly loud, which could make communication difficult for people who are hard of hearing. Conversations from adjoining tables, while not overly loud, were, nonetheless, a distraction and carried throughout the restaurant.

There is a very large hanging plant in the corridor outside the washrooms, which protrudes far beyond 100 mm and someone could easily walk into it, especially a customer with a visual impairment.

Washroom doors lack Braille or tactile signage, but have good clear width. The required manoeuvring space is also lacking beside the washroom doors, when one exits the washroom. There is a larger stall and the stall door is 810mm. There is the required space provided, however, there is a garbage can, which decreases the space beside the toilet, there is also a fold-up change table which encroaches on the required clear manoeuvring space. A grab bar is provided, and the toilet paper is well situated.

The sink and counter height is fine, however, the counter is heavily cluttered by flower displays, leaving little room on the counter to rest one’s belongings. The pipes are not recessed, nor are they insulated. The lighting is quite dim in the washrooms. There is no telephone for public use provided.

This restaurant has many good features including the Braille menu and the accessible washroom design, but, unfortunately, the placement of plants reduce the clear width and block access to the automatic door opener button. A serious obstacle is the lack of space beside the greeter’s podium. There are some obstacles to people with disabilities, which could easily be remedied.

Chain-D: Audit site-3

This is an older established site of this restaurant chain. Signage is clearly visible from all approaches and is well contrasted. There is a safe pedestrian route leading to the entrance from the street. The pedestrian route crosses the vehicular route, but has been raised, and a sign is posted indicating the pedestrian route, which is very good as drivers are warned to look out for pedestrians and customers are able to locate the safe route into the restaurant.

There are three accessible parking spaces, one at the front of the building and two at the rear. There is a curb ramp provided at the front parking space, which is posted with a vertical sign, and the symbol is painted on the ground. There is no curb ramp within close proximity to the accessible parking spaces at the rear of the building. Wheelchair users would have to remain in a narrow vehicular route and wheel to the front of the building to access the curb ramp at the front of the building. The entrance door is closer to the rear of the building than the front of the building. The entrance door has adequate clear width but does not have an automatic door opener. The threshold is greater than 13 mm and is quite uneven making it difficult for wheelchair users and creating a trip hazard for ambulatory customers.

There is no counter service at this restaurant, only table service. The seating is predominately two benches with a fixed table in a booth configuration. The table height is fine, but a wheelchair user is forced to sit in the aisle in the pedestrian route. Also, there is a table support immediately at the end of the table which prevents someone from getting close to the table to eat or drink. There are tables with moveable chairs, however, they are up three stairs and inaccessible to wheelchair users as there is no ramp or lift. Lighting is inadequate at the booths and throughout the facility, and much of the restaurant is dim and in virtual darkness. The menus have fairly good contrast, although in some areas there is a watermark beneath the writing making it somewhat more difficult to read. A recent Braille menu is available. The music volume was fine and not a distraction.

Washroom doors lack Braille or tactile signage. There are two doors in sequence leading into the washrooms, which only have a clear width of 740 mm. The required manoeuvring space is also lacking beside the washroom doors. There is a larger stall with a larger door; however, the door swings inward, making it impossible for a wheelchair user to close the door once inside the stall. One grab bar is provided, but a grab bar behind the toilet is missing. The toilet paper is well situated and does not interfere with the use of the grab bar. The sink cannot be accessed due to insufficient space between the counter and stall walls. The counter does not allow for any knee space.

There is an audible fire alarm visible, but not a visual alarm. There was a telephone with volume control for public use.

The washrooms are very poorly designed and seating for customers with disabilities is not available and illumination is very poor, but this restaurant has a Braille menu and has an extremely well designed pedestrian access route into the restaurant.

Chain-D: Audit site-4

This site is in a very busy commercial and tourist district. Signage is clearly visible and is well contrasted; however, no street number is indicated. There is sidewalk only access. No parking is associated with this facility. It would appear that this is an older restaurant, which has not been renovated.

The entrance door has adequate clear width but does not have an automatic door opener.

There is no counter service at this restaurant, only table service. The clear route to the tables and around the booths is fine. The tables are at an appropriate height and in some instances, chairs can be moved. The seating is predominately 2 benches with a fixed table, there are only a few locations where there is a bench on one side and moveable chairs on the other. However, the chairs are very heavy and difficult to move, and the tables wobble incessantly. Only one type of lighting is provided at the booths and throughout the facility, and it is very dim and less than 100 lux, which is required by the Canadian Standards Association (CSA) in cases where customers are required to read. The menus have good contrast and an appropriate font style. A Braille menu is not available.

The assessment could not be completed of the washrooms as they are downstairs and there was no lift or elevator access. There is also an additional restaurant seating area downstairs. There was no telephone for public use provided.

This restaurant is not accessible to customers with disabilities. It lacks basic access, as it has no automatic door opener, no access to the washrooms and seating options are very limited for people who use wheelchairs or guide dogs. Lighting is very dim making reading difficult for people with visual impairments.

CHAIN-E

Chain-E: Audit site-1

This site is an older facility. There is no safe pedestrian route provided to access the restaurant from the street. There is designated parking for use by people with disabilities, however there is no vertical sign indicating the space, only a symbol painted on the ground. The ramp leading from the parking area is fine.

The entrance doors have adequate clear width but no automatic door openers are provided. There is a threshold slightly greater than the allowable 13 mm but it is uneven and bumpy due to deteriorating concrete. The interior offers both take-out and seating areas. The seating area is equipped with benches as well as chairs that can be moved, which is appreciated. Unfortunately, the bench seat at one of the booths is not properly secured and moves when sat on.

The interior at the take-out counter is well illuminated but has no low counter. Signage is provided only overhead. There was a staff podium in the middle of the pedestrian route to the seated area which limited the clear route to less than 810 mm.

The sit-down seating area is well illuminated with different types of lighting. The menu is displayed in black writing on yellow, which is easy to read, but some of the characters are printed in black writing on a red or blue background, which is very difficult to read. The dessert menu is well contrasted and has large pictures, which is helpful. Unfortunately, the music is quite loud.

There is a self-serve buffet which would be accessible to someone using a wheelchair. However, there are brochures on the sneeze guard advertising the specials which are too high to be read by someone using a wheelchair, and would not be accessible to people who are blind.

The door to the washroom has adequate manoeuvring space and a dedicated accessible washroom is provided. The door has a wheelchair logo but no tactile or Braille signage. The room is spacious and clear transfer space is provided beside the toilet, although the garbage bin is located in that space. Grab bars are provided and the sink is equipped with lever handles. The sink is recessed and has very well insulated pipes.

The copy of the bill presented to customers was easy to read, as was the amount displayed on the cash register. This site apparently has a Braille menu, but they, “would have to find it somewhere.” A telephone is available for public use, but is not equipped with volume control.

This site has considered some access issues and has provided an accessible washroom, although, no accessible signage. The staff podium unnecessarily limits the clear route but some menu items are well presented. The counter is too high and the threshold at the main entrance needs to be repaired.

Chain-E: Audit site-2

This site is part of a collection of fast food restaurants located together on a busy commercial road. There is no safe pedestrian route from the street provided for customers to safely walk to the restaurant and no designated parking for use by people with disabilities. A ramp leading from the parking area is a very steep 1:8, making it extremely difficult to wheel up and inaccessible to most wheelchair users.
The entrance doors have adequate clear width but no automatic door opener is provided. The interior offers both take-out and seating areas with chairs that can be moved which is appreciated by all customers. The interior at the take-out counter is well illuminated but has no low counter. Signage is provided only overhead and would be difficult for customers with visual impairments to read. The sit-down seating area is not very well illuminated.

The door to the washroom lacks adequate manoeuvring space, a dedicated accessible washroom is provided. The door has a wheelchair logo on it but no tactile or Braille signage. The room is spacious and transfer space is provided beside the toilet, although the garbage bin is located in that space. Grab bars are provided and the sink is equipped with lever handles. No telephone is available for public use.

No safe pedestrian route, a steep ramp and inadequate lighting are all reasons why customers with disabilities would not find this outlet accessible. Although, the washroom has been designed to be accessible, accessibility could be easily improved if the garbage bin is relocated.

Chain-E: Audit site-3

This is an older site along a busy commercial strip, in an established commercial and residential area. The sign is clearly visible but the street address is not posted.

There is no pedestrian route from the street provided for customers. There are two designated parking stalls for use by people with disabilities, one of them is wide, and the other is of regular size. Both have ground markings, but neither have a vertical sign to mark the spots when there is snow. There is a curb ramp leading from the parking area to the restaurant.

The entrance doors have adequate clear width but no automatic door opener is provided. The interior offers both take-out and seating areas with benches, as well as chairs that can be moved. The interior at the take-out counter is well illuminated but has no low counter. Signage is provided only overhead, and it is well contrasted. The sit-down seating area has a mix of illumination levels. The menu in the seated area is difficult to read as it is poorly contrasted with black on either a red or blue background. A Braille menu is available.

There is an individual accessible washroom. Unfortunately, the clear width of the door to the washroom is only 730 mm, and there is no levered handle on the door. The space in the washroom is quite large. The sink has knee space of 780 mm, and the top is at a height of 905 mm, which is fine. The faucets have levered handles and the pipes are recessed, and insulated. There are grab bars, however, the large toilet paper dispenser is located too close to one grab bar making it unusable.

A telephone is available for public use, but there is no volume control. The music is quite loud and harsh. There is a buffet counter used at lunch times which is accessible to wheelchair users. However, there are no labels or descriptions indicating what is being served at each bin.
The lack of a safe pedestrian route and automatic entrance doors, no lower counter, a narrow door at the washroom, and poor signage all contribute to the inaccessibility of this location.

Chain-E: Audit site-4

This site is part of a collection of fast food restaurants in a plaza. The surrounding area is a mix of residential and office complexes. There is a pedestrian route from the street provided for customers, however, one must still cross the vehicular route in the parking lot. The two designated parking stalls for use by people with disabilities are off to the side of the restaurant, and customers must also cross the same vehicular route. A curb ramp leading from the parking area and the sidewalk is old, crumbling and poorly constructed. There is a threshold at the curb ramp of 130 mm making it extremely difficult to wheel up, inaccessible to most wheelchair users, and a dangerous tripping hazard for others.

The entrance doors have adequate clear width but no automatic door opener is provided. There is a vestibule and another series of doors in close sequence and both sets of doors are quite heavy, making entrance into the restaurant quite difficult for everyone, but especially for customers with disabilities. The threshold exceeds 13 mm at both sets of doors, with the first threshold over 40 mm.

The interior offers both take out and seating areas with benches, as well as chairs that can be moved. The interior at the take-out counter is well illuminated but has no low counter. Signage is provided only overhead, and it is well contrasted. The sit-down seating area is not well illuminated. The menu in the seated area is difficult to read as it is poorly contrasted with black on either a red or blue background. A Braille menu is available.

There is a buffet counter used at lunch times, which is accessible to wheelchair users, but there are no labels or descriptions of what is being served at each bin.

The door to the washroom lacks adequate manoeuvring space. There is no accessible washroom provided. The washrooms are quite small, and contain only two small stalls. There is a sink, which is not accessible and has no knee space. The faucet is not levered, nor automatic.

A telephone is available for public use, but there is no volume control. There is a display case for children’s toys that protrudes approximately 300 mm into the pedestrian route. It contains promotional items children may get when they purchase certain meals. It is in the pedestrian route on the route to the take-out counter, and the seated area of the restaurant. The music is quite loud and, as a result, patrons have to raise their voice to have a conversation.

This washroom is inaccessible to customers with disabilities, signage is poor, and the exterior has been poorly designed and maintained.

CHAIN-F

Chain-F: Audit site-1

This site is located in a newer strip mall. The chain’s sign is displayed above the door. There is no sidewalk leading to the strip mall making it difficult for someone to safely reach the restaurant out of the traffic in the parking area. A curb ramp is located at the end of the sidewalk in front of the stores.

The entrance door has adequate clear width but there is no automatic door opener provided. No designated parking for people with disabilities is provided. There is a choice of seating available: some booths and some tables and chairs that can be moved which is appreciated by customers.

The interior space is well illuminated but music was playing which a person who is hard of hearing might find interferes with their ability to communicate in the restaurant.

The menu is displayed overhead in well-contrasted characters and a legible font. In addition, the menu is displayed on a vertical panel board which makes it easier for someone with a visual impairment to get close to read the menu. The amount owing is not displayed on the cash register, which is unusual, and no Braille menu was available for customers who are blind.

The counter is high but with a glass display case between the server and the customer. The server was very accommodating and cleaned the cutting knife for a customer who had allergies to dairy products.

The route to the washroom is difficult as display cases reduce the clear route. The washroom doors have signage that is indented making them legible tactually, although raised rather than indented characters are preferred. Only the women’s washroom is marked as accessible as the men’s washroom does not have an accessible stall. The door leading to the women’s washroom lacks adequate manoeuvring space beside the door to allow someone using a wheelchair to manoeuvre through the door. Only one grab bar is provided (behind the toilet) and the grab bar on the sidewall is lacking. Unfortunately, the waste bin is located in the space beside the toilet. The room is large with plenty of manoeuvring space but the required clear spaces beside the toilet and behind the exit door are absent.

A poor attempt at creating an accessible restaurant has resulted in only the women’s washroom being large and designated as accessible despite the lack of a grab bar and inadequate manoeuvring space. The only positive features worthy of note are the signage board which is available at eye level and the accommodating staff.

Chain-F: Audit site-2

This site is an older facility, in a shared building. There is no safe pedestrian route provided to access the restaurant from the street. There is designated parking for use by people with disabilities, however there is no vertical sign indicating the spot, only a symbol painted on the ground. A vertical sign is required, especially in winter when snowy conditions cover the ground. The curb ramp leads from the parking area and is painted with a contrasting yellow edge, although the pathway into the restaurant is not level, with many heaves and dips, which could constitute a tripping hazard.

The entrance doors have adequate clear width, but no automatic door openers are provided, and the garbage can is located in the pedestrian route at the exterior entrance door. The threshold is fine. The interior offers both take-out and seating areas. The seating area is equipped with only booths, equipped with benches. There are picnic tables outside located on a raised sidewalk, which is not accessible.

The interior at the take-out counter is well illuminated but has no low counter. Someone seated in a wheelchair would not be able to see the food, which is displayed behind glass, or make food selections based on sight. Signage is provided overhead and is well contrasted and there is also a menu sign board at the door, which provides an opportunity for someone with a visual impairment to read the menu choices.

The sit-down seating area is well illuminated with different types of lighting. The music was quite loud and there is a lot of peripheral ambient noise, from the food preparation and beverage dispensing area.

The bottled pop cooler and the fountain drink dispenser are self serve and the pop cooler is at a height which is well beyond the reach of someone using a wheelchair. The fountain drink dispenser and ice cube dispenser also are out of reach with operable controls above 1400 mm.

The door to the washroom has adequate manoeuvring space. A dedicated accessible washroom is provided, but it is also the women’s washroom. The men’s washroom is a very small individual washroom. The door to the women’s washroom has a wheelchair logo but no tactile or Braille signage. The room is fairly spacious, although the transfer space provided beside the toilet is partially obstructed because of the sink. The garbage bin is moveable. An “L” shaped grab bar is provided, however, it has been installed incorrectly on an angle. The sink is equipped with lever handles. The sink basin is low and the pipes are not insulated.

The amount displayed on the cash register is easy to read and no telephone is available for public use.

This site has many features that make it inaccessible to customers with disabilities, including a noisy environment, dispensers and coolers well above the allowable maximum reach range, the uneven pathway leading into the restaurant and an inaccessible washroom.

Chain-F: Audit site-3

This site is located in a store front along a commercial street in a downtown core. This is an older restaurant in an established area.

The signage for the restaurant is clearly displayed but there is no street number visible. There is only sidewalk access to this site. There is no parking directly affiliated with this location, but the city government has created a designated accessible space in the immediate area. There is a vertical sign which designates the space. A curb ramp is provided leading from the accessible spot to the sidewalk, however, as this is a parallel parking spot, it requires that cars park in front of the curb ramp. The closest secondary access to the sidewalk is at the intersection down the street, about 4-5 car lengths away.

From the sidewalk, there is a slight incline to the entrance door, with a slope of approximately 5-6 degrees. There is no level landing in front of the door, which is required by all building codes. The entrance door has adequate clear width but no automatic door opener. The threshold is slightly higher than the maximum allowable of 13 mm.

The counter is high and there is no low section. The price is visible on the cash register but it is difficult to see from a seated position. Only tables and fixed hard benches are available as seating options, and there are no tables with moveable chairs available. The menu is displayed overhead and some menu items are well contrasted. There is a vertical sandwich board with the menu available for people who wish to get close to read it. There is no Braille menu available. The restaurant illumination is very bright throughout and the music level is fine.

A very short person, or a person seated in a wheelchair, cannot see the food choices. There is a lot of glare on the bread display case as the illumination is extremely bright. The self-serve bottled beverages are in a full size vertical cooler. There are several selections available at various heights. The fountain pop dispenser is located with the operable parts above the maximum allowable of 1200 mm.

An assessment of the washroom facilities could not be completed, as they are downstairs. There is no lift or elevator available in order to provide customers access to the facilities. There is no telephone available for public use.

Accessibility for customers with disabilities has clearly not been identified as an issue of concern.

Chain-F: Audit site-4

This site was recently opened in an older building in a high traffic downtown location. There is no parking associated with this restaurant, as it is a storefront location. The sign for the restaurant is clearly visible, however, the street number is not located anywhere on the building.

Unfortunately, a more complete assessment could not be carried out, as there are two (2) steps at the entrance, and no alternative accessible entrance.

A telephone call was made to enquire whether a Braille menu is available, and one is not. However, the staff made assurances they would be able to help anyone unable to read the menu.

Clearly no consideration was given for customers with disabilities in the design or selection of this site.

CHAIN-G

Chain-G: Audit site-1

This older site is located on a busy downtown street. The chain’s sign is clearly displayed over the door. Parking is not provided for this restaurant but on-street parking may be available.

A ramp leads from the sidewalk into the site, fortunately it is not steep and meets clear width requirements and the threshold is fine. Lighting is adequate at the entrance and the door width and manoeuvring spaces are fine at the entrance door.

The interior of the site is well illuminated and a variety of seating options are available. The clear routes are fine, except along the route to the washrooms where display cases have been stacked on the floor and reduce the clear route. Music is playing but is not very loud. The counter is low and the menu is displayed overhead. While the characters on the menu are well contrasted, there is no additional menu available at eye level. Unfortunately, one must pick up one’s coffee at another counter, which is too high to be reached by someone who uses a wheelchair. The amount owing is clearly displayed on the cash. There are a variety of seating options available and chairs are moveable.

Two uni-sex accessible washrooms are provided and there is a raised symbol on the washroom door, which is very good. The washrooms are large and adequate manoeuvring space is provided beside the toilet, as required. There is no annoying large toilet paper dispenser provided but a regular dispenser, which is well located. Unfortunately the waste bin is located in this space. The sink has recessed pipes and the faucets are appropriate as they are usable by people with limited dexterity.

Chain-G: Audit site-2

This newer site is located in proximity to “big box” stores surrounded by newer residential neighbourhoods. The signage for the restaurant is clearly displayed, and the street number is located on a large sign for the plaza. The facility is one of three (3) independently housed restaurants in one building. The restaurant has a sidewalk leading from the street to the entrance, with a curb ramp at the sidewalk. There is one dedicated accessible parking stall, which is likely shared with the two (2) other restaurants housed in the same building. There is a symbol on the ground, but no vertical sign. There is a curb ramp from the parking; however, the flared edges are quite steep. A wheelchair user must go up the flared edge, as the level area at the top is not large enough to accommodate a turn due to the placement of a restaurant patio fence.

The entrance door has adequate clear width, and there is an automatic door opener, but it is difficult to find.

The counter is low and the snack selections are clearly visible. The menu is displayed directly overhead and the contrast is fine. However, the lettering is all in capitals and can be difficult to read. There is no menu available for people to get close to read it. The restaurant is well illuminated. The music is quite loud. Numerous seating options are available, including stuffed armchairs and hard backed chairs. The amount on the cash should have been visible, but is partially obstructed by a small box used for “coffee cards” of repeat customers.

Braille and tactile signage is provided on the washroom doors. The men’s washroom has a pull door to enter, and the women’s has a push door. Both doors are quite heavy and difficult to open. The space in the stall is large enough to accommodate someone using a wheelchair. The sink has levered faucets, and the pipes are recessed, but not insulated. There are grab bars, however, they are polished steel and are not non-slip. The toilet flusher is difficult to depress.

There is a self-serve condiment area with the cream, milk, sugar, napkins, etc., which has two (2) levels, one of which is beyond the safe reach of wheelchair users. The area is quite small and it is unlikely a customer would have room to put personal items on it while preparing their beverage. Everything is within reach, but is randomly placed, depending on where the last customer left things.

Although improvements could be made, this site is well designed for people with disabilities. There are obstacles to independent use by people with disabilities, however, they are easily addressed and remedied.

Chain-G: Audit site-3

This newer site is located on a busy suburban street. The signage for the restaurant is clearly displayed, but there is no street number visible. The restaurant is partially housed in a bookstore but can be partitioned from it to operate independently. There is one dedicated accessible parking stall, which is likely shared with the bookstore. There is a symbol on the ground, and a vertical sign posted on the facade of the building to the left of the stall. There is a curb ramp from the parking, however, it is not immediate to the parking stall and to access the ramp, one must proceed a short distance along the vehicular corridor.

The entrance door has adequate clear width, and there is an automatic door opener, but it is difficult to find.

The counter is low and the snack selections are clearly visible. The menu is displayed overhead and the contrast is not great. The lettering is all in capitals and can be difficult to read. The lighting on the overhead signage is dim, and caused glare making the signage even more difficult to read. There is no menu available for people to get close to read it. The restaurant is poorly illuminated overall and below 100 lux, even in reading areas. Numerous seating options are available, including stuffed armchairs, benches and hard backed chairs. The amount on the cash should have been visible, but is partially obstructed by a small box used for “coffee cards” of repeat customers.

There is a self-serve condiment area with the cream, milk, sugar, napkins, etc., which was at 1000 mm. Everything is within reach, but is randomly placed, depending on where the last customer left things. Items are labelled, but not in Braille.

The washrooms are a shared facility with the bookstore, when the bookstore is closed and the restaurant is operating independently, there is no access to the washrooms, by anyone. Braille and tactile signage is not provided on the washroom doors. The space in the stall is large enough to accommodate someone using a wheelchair, is equipped with grab bars and has appropriate placement of the toilet paper dispenser. There are two sinks, both with sufficient knee space and levered faucets. One sink had pipes that were recessed; the pipes for neither sink are insulated.

There is no phone for public use.

This facility has been designed to accommodate the needs of customers with disabilities, and there are only minor improvements required to accomplish full accessibility.

Chain-G: Audit site-4

This site is located on the commercial street of an inner-city residential neighbourhood beside a mix of independent retail stores. The signage for the restaurant is clearly displayed, including the street number. The facility is located as a storefront, and has only sidewalk access. There is no parking for this location, designated or otherwise. The entrance door has adequate clear width but no automatic door opener. The threshold is over 20 mm.

The counter is low and the snack selections are clearly visible. The menu is displayed overhead and behind the service counter, and is not as well contrasted as it could be. The lettering is all in capitals, which can be difficult to read. Also, there is substantial glare from the lighting on the menu board, making if difficult to read without constantly changing positions. There is no menu available for people to get close, to read it. The restaurant is well illuminated. The music is at a level that is just audible, making conversation easy. Numerous moveable seating options are available, including stuffed armchairs, hard backed chairs and benches.

Braille and tactile signage are provided on the washroom doors. The space in the stall is large enough to accommodate someone using a wheelchair. The sink has levered faucets, and the pipes are recessed, but not insulated. At the time of the assessment, the women’s washroom was out of service, so all customers were directed to the men’s washroom.

There is a self-serve condiment area with the cream, milk, sugar, napkins, etc. Everything is within reach, but is randomly placed, depending on where the last customer left things. Items are labelled, but not in Braille.

Although very minor improvements could be made, customers with disabilities will not have difficulties accessing the goods and services of this facility.

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