Obsidian Group Inc. is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

Obsidian Group Inc. understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.

Obsidian Group Inc. is committed to complying with both the Ontario Human Rights Code and the AODA.

Obsidian Group Inc. is committed to excellence in serving all customers including people with disabilities.

Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.


A disability is defined as:

  • Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness, including diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
  • A condition of mental impairment or a developmental disability;
  • A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
  • A mental disorder; or
  • An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Assistive devices

People with disabilities may use their personal assistive devices when accessing our goods, services or facilities.

In cases where the assistive device presents a safety concern, or where accessibility might be an issue, Obsidian Group Inc. will make every reasonable effort to accommodate the guest by use of other measures to ensure the accessibility of good and services.

We will ensure that our staffs are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods, services or facilities.


We will communicate with people with disabilities in ways that take into account their disability.

Communication Support may include but is not limited to, captioning, plain language, sign language, and other support that facilitate effective communication.

We will work with the person with a disability to determine what method of communication works for them.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.

A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.

A regulated health professional is defined as a member of one of the following colleges:

  • College of Audiologists and Speech-Language Pathologists of Ontario
  • College of Chiropractors of Ontario
  • College of Nurses of Ontario
  • College of Occupational Therapists of Ontario
  • College of Optometrists of Ontario
  • College of Physicians and Surgeons of Ontario
  • College of Physiotherapists of Ontario
  • College of Psychologists of Ontario
  • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:

  • explain why the animal is excluded
  • discuss with the customer another way of providing goods, services or facilities

Support persons

As reflected in Regulation 429/07, a support person means, in  relation to a person with a disability, another person who accompanies the person with the disability in order to help with communication, mobility, personal care, medical needs or access to goods and services.

Obsidian Group Inc. will allow all persons with a disability to be accompanied by their support person(s) in all areas that are open to the public. Obsidian Group Inc. may request the attendance of a support person where there is potential risk to the health and safety of the person with the disability.  In any situation where confidential information might be discussed, consent will be obtained from the guest regarding the inclusion of the support person in the discussion.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities Obsidian Group Inc. will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

The notice will be made publicly available in the following ways:

  • Posting notices in conspicuous places including: at the point of disruption, at the main entrance and at the nearest accessible entrance to the service disruption.
  • Updating the restaurants’ telephone message(s) to include notice of disruption in service for those calling after hours.
  • Contacting Guests that have made reservations, where feasible.
  • Verbally notifying guests when making a reservation.
  • By any other method that may be reasonable under the circumstances.

Employment Standards


  • Obsidian Group Inc. will notify its employees and the public about the availability of accommodation for applicants with disabilities in its recruitment process.

Recruitment, Assessment or Selection Process

  • Obsidian Group Inc. will notify job applicants selected to participate in an assessment or selection process that accommodations are available upon request relating to the materials or processes to be used.
  • If a selected applicant requests accommodation, Obsidian Group Inc. will consult with the applicant and provide, or arrange for the provision of, suitable accommodation in a manner that takes into account the applicant’s accessibility needs relating to his or her disability.

Notice to Successful Applicants

  • When making offers of employment, Obsidian Group Inc. will notify the successful applicant of its policies for accommodating employees with disabilities.


Obsidian Group Inc. will provide accessible customer service training to:

  • all employees and volunteers
  • anyone involved in developing our policies
  • anyone who provides goods, services or facilities to customers on our behalf

Training will be provided in a format that is best suited to the Managers and Team Members.  Each Restaurant will maintain a record of the dates the training is provided along with the number of individuals to whom it was provided.

Training will include:

  • purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • The Obsidian Group Inc.’s policies related to the customer service standard
  • how to interact and communicate with people with various types of disabilities
  • how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • how to use the equipment or devices available on-site or otherwise that may help with providing goods, services or facilities to people with disabilities, these include: use of assistive devices, a description of alternative services or options.
  • what to do if a person with a disability is having difficulty in accessing Obsidian Group Inc.’s goods, services or facilities

Staff will also be trained when changes are made to our accessible customer service policies.

Feedback process

Obsidian Group Inc. welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

Customers will be notified of how to provide feedback in the following ways:

  • Provided electronically through our websites.
  • Verbally on site or by phone to the Managing Partner of the restaurants.
  • By contacting Obsidian Group Inc. at Obsidian Group Inc. 1770 Argentia Road, Mississauga ON. L5N 3S7  905 814 8030
  • By email to Obsidian Group Inc.:

Customers who wish to provide feedback will receive acknowledgment of their feedback, along with information about any resulting actions that were taken based on the concerns or complaints that were submitted.

Notice of availability of documents

Obsidian Group Inc. has prepared the documentation required under the Accessibility Standards for Customer Service, and will provide them upon request.

Accessible Formats and Communication Supports

If a request is made for our publicly available information, we will provide accessible formats or make arrangements for communication supports. We will work with the person to provide the format or support that will meet their needs. If we are not able to meet their requirements in a reasonable timeframe, we will notify them and determine another method, to the extent practicable.

Modifications to this or other policies

Any policies of Obsidian Group Inc. that do not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.