Red Lobster is committed to making our websites and digital products accessible to everyone, including to individuals with disabilities, which is fundamental to our core values of Genuine Caring and Hospitality.

Red Lobster has commissioned digital accessibility centre (DAC) to undertake quarterly accessibility reviews of our websites and digital products, to make sure they are accessible to and useable by all our customers.

Red Lobster is continuously working to ensure our websites are accessible to all of our guests, however, on our sites we do have some links to third party websites. We cannot attest to the level of accessibility you experience once you leave Red Lobster's sites via one of these links. These include: the Online Ordering system, the Gift Card system, and Red Lobster Careers. Additionally, some third parties have embedded their own programs or interactive tools (known as "widgets") within Red Lobster's websites which Red Lobster similarly does not own or control, and therefore whose compliance cannot be guaranteed. These include the Interactive Nutrition Menu and the Nutrition Calculator. These issues can be circumvented by using the Access In icon at the bottom of each page, or by using the Contact Us page to contact the Red Lobster Team.

The DAC is a non-profit organization that works with clients to help them create digital media that is accessible to all, and that meets best practice accessibility standards. DAC testing process includes in excess of 100 hours of testing by disabled users, coupled with expert manual technical compliance review against level AA of the Web Content Accessibility Guidelines (WCAG 2.0).




This policy is intended to meet the requirements of the Customer Service Standards included in the Integrated Accessibility Standards under the Accessibility for Ontarians with Disabilities Act. It applies to the provision of goods and services to the public or other third partied, not to the goods themselves.

All goods and services provided by Red Lobster Restaurants shall follow the principles of dignity, independence, integration and equal opportunity.


Red Lobster Restaurants recognizes the value of a business environment that embraces individual differences, including those among our guests, employees, business partners and all others in the communities in which we operate, and we are committed to creating and maintaining such an environment. This commitment is based upon the recognition and belief that diversity and inclusion is critical to our ability to excel in an increasingly diverse and dynamic marketplace.

Red Lobster Restaurants Accessible Customer Service Plan reinforces our company’s core values of being of service, diversity, respect and caring. This policy complies with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).


Red Lobster Restaurants will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity. We will communicate with our guests with disabilities in ways that take into account their disability.


Assistive Devices are defined as technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that Guests bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Red Lobster Restaurants. In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services.


An animal is a service animal for a person with a disability if,

(a) it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or

(b) the person provides a letter from a Regulated Health Professional (including but not limited to physiologist, psychotherapist, chiropractor, nurse, physician, mental health therapist, etc.) confirming that the person requires the animal for reasons relating to the disability.

A Guest with a disability that is accompanied by a service animal will be welcome to premises that are open to the public unless otherwise excluded by law. "No pet" policies do not apply to guide dogs, service animals and/or service dogs.


A support person is an individual who accompanies a Guest with disabilities to help the Guest meet his or her communication, mobility, personal care or medical needs or to assist the Guest in accessing goods and/or services. A Guest with a disability who is accompanied by a support person will be allowed to enter Red Lobster Restaurants premises together with the support person and will not be prevented from having access to the support person while on the premises.


Red Lobster will provide Guests with notice of a planned or unexpected disruption in services usually accessed by Guests with disabilities. This notice will include the reason for the disruption, the anticipated duration and describe alternative facilities or services that may be available. This notice will be posted in conspicuous places at the main entrance or point of disruption, and by any other method that may be reasonable under the circumstances.


The ultimate goal of Red Lobster Restaurants is to meet and surpass our guest’s expectations while serving guests with disabilities. Comments on our services regarding how well those expectations are being met are welcome and appreciated.

Feedback can be provided verbally to any manager that is in the restaurant, or via our online Guest Satisfaction system which is outlined on the bottom of your guest check. You may also contact us via the internet at www.Red

Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.


Red Lobster Restaurants will provide training for all employees that engage with Red Lobster Restaurant’s Guests, on how to effectively interact with Guests with disabilities. In addition, everyone who is involved with and/or influences Guest experience policies and standard operating practices and procedures will receive this training. Training will be recorded and updated in respect to any changes to the policies, practices, or procedures surrounding accessibility for Guests with disabilities. Training will be provided within the first week of employment.

Training will include:

  • A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
  • A review of the requirements of the Customer Service Standards.
  • Instructions on how to interact and communicate with people with various types of disabilities.
  • Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
  • Instructions on what to do if a person with a disability is having difficulty accessing our services.
  • Red Lobster Restaurants' policies, procedures and practices pertaining to providing accessible customer service to Guests with disabilities.
  • Workplace emergency response information
  • Return to work process
  • Recruitment, including how to accommodate candidates and team members with disabilities during the hiring process and during their employment


Copies of Red Lobster’s customer service plan are available upon request. Red Lobster will provide this document in an accessible format or with communication support, on request. Red Lobster will consult with the person making the request to determine the format or communication support that is most suitable.


Red Lobster shall incorporate accessibility into public spaces where applicable for Red Lobster to do so under the Design of Public Spaces in new build or with an extensive renovation.



Red Lobster will notify job applicants during the application process that accommodations are available upon request relating to the materials or processes to be used.

If a selected applicant requests accommodation, Red Lobster 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.


Red Lobster will continue to inform its team members of its policies (and any updates to those policies) used to support team members with disabilities, including policies on the provision of job accommodations that take into account a team members accessibility needs due to disability. This information will be provided to new team members upon commencing employment.


Red Lobster will maintain a written process for the development of documented individual accommodation plans for team members with disabilities.

In addition, the plans will include individualized workplace emergency response information (where required) and will identify any other accommodation that is to be provided.


Red Lobster will provide individualized workplace emergency response information to team members who have a disability, if the disability is such that the individualized information is necessary, and if Red Lobster is aware of the need for accommodation due to the team members disability. Red Lobster will provide this information as soon as practicable after becoming aware of the need for accommodation.

Where the Employee requires assistance, Red Lobster will, with the consent of the Employee, provide the workplace emergency response information to the person designated by Red Lobster to provide assistance to the Employee.

Red Lobster will review the individualized workplace emergency response information when the Employee moves to a different location in the organization, when the Team members overall accommodations needs or plans are reviewed, or when Red Lobster reviews its general emergency response policies.


Red Lobster maintains a documented return to work process for its team members who have been absent from work due to a disability and who require disability-related accommodations to return to work.

The return to work process outlines the steps Red Lobster will take to facilitate the return to work and will include documented individual accommodation plans as part of the process.


Red Lobster will take into account the accommodation needs of a Team Member when:

  • Using the Performance management process
  • Providing career development and advancement
  • Re-employment
  • Assessing performance


If you have any questions or concerns about this policy or its related procedures, please contact Red Lobster:

Red Lobster Canada

PO Box 68, STN A

Etobicoke, ON M9C 4V2

Tel: 437-887-1010 Fax: 407-289-5680

This policy will be reviewed on an annual basis or when there are changes to legislation, procedures and/or practices.



Red Lobster has developed and will continue to maintain a Multi-Year Accessibility Plan outlining the Company’s strategy to prevent and remove barriers from its workplace and improve opportunities for persons with disabilities. This plan will be reviewed and updated at least once every five years.

  • Red Lobster’s Accessibility Policy – completed
  • Review progress and update plan every 5 years – ongoing
  • Training of all team members and new hires – ongoing
  • Ensure feedback system is accessible – completed
  • Ensure accessible formats and communication supports are available, upon request – ongoing
  • Website and web content compliant with WCAG 2.0 AA – ongoing
  • Recruitment/Employment - ongoing
    • Notify applicants and employees about availability of accommodations - ongoing
    • Establish workplace emergency response information - ongoing
    • Providing accessible formats and communication supports available to perform job - ongoing
    • Return to Work and Individual Accommodation Plan - ongoing
    • Performance management, career development and advancement take into account accessibility needs - ongoing