TD Place is dedicated to creating a ‘best in class’ destination for families and guests of all ages that offers unique sports and entertainment experiences and creates cherished memories. With our four core values of Teamwork, Integrity, Passion, and Innovation we strive to create memorable experiences for all our guests.
Accessibility Guide
Commitment
TD Place is committed to providing a respectful, welcoming, accessible, and inclusive environment in the provision of goods and services for customers, clients, and employees alike. TD Place will provide goods and services to people with disabilities in a manner that respects their dignity and independence while assuring equality of opportunity and integration. Furthermore, such goods and services will be provided in accordance with the spirit and intent of all applicable legislation, including the Accessibility for Ontarians with Disability Act (AODA), the Ontario Human Rights Code, the Occupational Health and Safety Act, and the Ontario Building Code Act.
The purpose of this document is to provide a practical companion guide to our Accessible Services Policy and our Multi-year Accessibility Plan.
Additional information on our accessibility services, policies, and procedures can be obtained by contacting Guest Services.
Accessible Parking
In collaboration with OC Transpo and STO, OSEG is pleased to provide accessible Park & Shuttle and Take Transit service on all routes to TD Place and will drop off and pick up on Bank Street near Gate 1, which is a designated Accessible Support Entrance location.
In addition, Para Transpo and Taxi pick-up/drop-off zones are located at our Accessible Support Entrances, at the corner of Exhibition and Paul Askin Way for events at The Stadium, and at Gate 1 for events at The Arena Our Guest Services team is also at those locations to provide assistance to guests (check out Drop-Off/Pick-Up Zones).
During major events at TD Place, additional parking spaces near elevator lobbies within the underground garage for guests who require accessible parking are available on a first-come, first-served basis.
We encourage pre-paid parking when the option is offered for your event/game to ensure a spot will be made available to you.
For more information and to inquire about the availability of on-site parking, please get in touch with us at least 48 hours before you arrive at 613-232-6767, ext. 1.
Accessible Seating – Locations
Accessible seating in The Arena and The Stadium at TD Place are available on various levels and sections, depending on the type of event and seating configuration. Portable chairs may made available for fans who do not require a wheelchair, on request.
Accessible seat locations:
Stadium:
North Side: Sections B, H, and PointsBet Field Club 1.
South Side: Main Concourse, Sections N, Q, S, U and W; Upper Concourse, Sections MM, VV, TT, RR, PP, XX and WW.
Arena:
Sections 13, 17 and General Admission.
Accessible Seating – Ticket Information
Accessible seats at TD Place may be purchased as a single ticket, or in a pair (check out Accessible Seating – Support Persons and the Easter Seals Access2 Program). All accessible seating is based on availability and cannot be guaranteed. Accessible seats at TD Place are reserved exclusively for guests with accessible needs, and their support person, until 48 hours before any event, at which time unsold seats are released into the general pool of tickets that are available for sale.
To purchase accessible seating:
• By phone: 613-232-6767, ext. 1.
• By email: boxoffice@tdplace.ca.
• In person: At Box Office located at street level by Gate 3, at 1015 Bank Street, Ottawa, ON.
Accessible Seating – Ticket Exchanges
• Season-Seat Holder: Season Seat Holders looking to exchange their standard seat for an accessible seat should contact the Sales Team at 613-232-6767, ext. 1.
• Seats gifted from a Season Seat Holder: If a guest is given a ticket for a standard seat from a Season-Seat Holder and is looking to exchange it for an accessible seat, the ticket holder should contact the Sales team at 613-232-6767, ext. 1. Please note that we will require a permission/confirmation in writing from the Season-Seat Holder in order to proceed.
• Seats purchased from TD Place Box Office: If a guest purchases a ticket for a standard seat through TD Place and is looking to exchange it for an accessible seat, the ticket holder should contact TD Place at 613-232-6767, ext. 1 to confirm availability.
• Seats purchased from a third party: If a guest purchases a ticket for a standard seat from a third party, or any other method that cannot be traced, and the ticket holder requires an accessible seat, an exchange or refund cannot be offered. These guests should contact TD Place Box Office directly at 613-232-6767, ext. 1 to inquire about the availability of an accessible seat to purchase.
Accessible seats at TD Place are reserved exclusively for guests with accessible needs, and Support Persons, until 48 hours before any event, at which time unsold seats are released into the general pool of tickets that are available for sale.
Accessible Seating – Support Persons and the Easter Seals Access2 Program
TD Place welcomes support persons for guests with disabilities. All guests entering the venue, including those acting as a support person, are required to hold a valid ticket. Tickets for a support person will be charged according to standard event pricing. If a guest and their support person come to an event and have tickets in different sections, our Guest Services team will do their best to relocate them to a location where they can be seated together. In certain situations, including for general health and safety, TD Place may require that the person with a disability be accompanied by a support person in order to access the premises.
For guests attending the following sporting events: REDBLACKS, 67’s, PWHL Ottawa, Atlético Ottawa, and Ottawa BlackJacks games at TD Place who hold a valid Access2 card, they may receive one (1) complimentary admission ticket for their verified support person, subject to availability. Please contact the Sales Team at 613-232-6767, ext. 1, for more details on this program.
Please note that concerts, comedy shows, and special events are not included in the Easter Seals Access2 Program, and support persons will require a valid ticket according to standard event pricing.
Assistive Listening
Assistive listening at TD Place is available for certain events via the Audio Everywhere mobile phone app and venue AODA WiFi. Please visit the Guest Services booth for assistance accessing this service.
Please note that assisted listening is currently only available for certain sporting events at TD Place. Should additional support for deaf or hard-of-hearing guests be required, please contact info@tdplace.ca a minimum of 30 days prior to the event date to request an alternative solution.
ASL Interpreter Services
Guests requiring sign language interpreting services for events at TD Place should contact our Guest Services team with a minimum of 30 days notice prior to the event, who will endeavour to accommodate. Guest Services can be contacted by email at info@tdplace.ca or by phone at 1-844-FAN-INFO (326-4636).
Concessions
Mobile concession order pickup is available during 67’s and REDBLACKS games at Wing’n It (near Gate 2) and during REDBLACKS games at both Wing’n It (near Gate 2) and Pure Foods West (near the South Main Concourse).
Please note:
• Pre-purchase food is available exclusively during REDBLACKS and 67’s games.
• Steps: Click on the button “PRE-PURCHASE YOUR FOOD”, select your location, and load your cart. When your order is ready, you will receive a text message saying that your items are ready for pickup. Then simply come to the concession and skip the line!
• Pick-up locations: Pure Foods West on South Main Concourse and Wing’n It in The Arena, near Gate 2.
Drop-Off/Pick-Up Zones
Please note that drop-off and pick-up zones for guests with limited mobility or accessibility needs are available, but the location may vary depending on the event.
Stadium Events:
• For REDBLACKS games and other special events in The Stadium, the designated drop-off/pick-up location is at the corner of Exhibition Way and Paul Askin Way, by Scholar’s (including Para-Transpo/Taxi).
• For Atlético Ottawa games, the designated drop-off/pick-up location is at Gate 4.
• For all other events, please contact our Guest Services team by email at info@tdplace.ca or by phone at 1-844-FAN-INFO (326-4636) to confirm the designated drop-off/pick-up location.
Arena Events:
• For 67’s, PWHL Ottawa, Ottawa BlackJacks, and other concerts, comedy shows, and special events in The Arena, Gate 1 is the designated drop-off/pick-up location (including Para-Transpo/Taxi).
Our Guest Services Team is available for every event to assist guests with limited mobility or who need assistance navigating to their seats. For more information on additional support services, you can contact Guest Services in advance of your event or speak with one of our staff members when you arrive for your event for more guidance.
Elevators
Elevators at TD Place are available for guest use to access between levels of both The Arena and The Stadium.
Elevator locations:
Stadium:
South Side: The elevator is located at Section S on the south side and accesses the lower south bowl, Otto’s club, upper south seating, and the press box. For access to the event (field) level, a staff escort is required.
North Side: The elevator is located inside The Arena at Gate 1 for access to the Club level.
For guests seated in the Upper North Section of The Stadium who require mobility assistance, our golf cart service is located at the Gate 1 ramp.
Arena:
The elevator is located at Gate 1 and accesses the upper and lower concourse levels. For access to the event (floor) level, a staff escort is required.
Fans On The Field
Following REDBLACKS and Atlético Ottawa home games and some special events, fans will be invited to field level at a time determined by TD Place staff. Guests who require special assistance accessing field level should identify themselves to any TD Place staff member upon arrival to The Stadium to arrange for a staff escort.
For more information, contact Guest Services by email at info@tdplace.ca or by phone at 1-844-FAN-INFO (326-4636).
First Aid
Guests requiring first aid are urged to identify themselves to any TD Place staff member or visit one of our Guest Services Booths or first aid locations.
Certified First Aid Responders are available at all ticketed events hosted at TD Place.
You will find first aid support in the following locations:
Stadium:
North Side: Sections 4 (inside Arena).
South Side: Sections S.
Arena:
North Side: Arena Sections 4.
Gates
Entry to The Arena and The Stadium at TD Place may vary depending on the event. Guests are encouraged to check specific event details and the ‘Know Before You Go’ emails for more information.
REDBLACKS: Gates 1, 2, 3, and 4 are open
• Gates 1 and 4 have ramp access and are designated for guests with limited mobility. Frank Clair Way is a designated Accessibility Entrance.
• Gate 4 is typically our quietest gate for guests who prefer a calmer entry experience.
• Golf cart shuttles are available for guests requiring assistance. The waiting zone is at the corner of Exhibition Way and Paul Askin Way, by Scholar’s.
• The Accessibility Team is deployed throughout the site; ask any team member if you need additional support.
67’s: Gates 1, 2, and 3 are open
• Gate 1 has ramp access and is designated for guests with limited mobility.
• Gate 2 is typically our quietest gate for guests who prefer a calmer entry experience.
• The Accessibility Team is stationed at Gate 1.
PWHL Ottawa: Gates 1, 2, and 3 are open
• Gate 1 has ramp access and is designated for guests with limited mobility.
• Gate 1 is typically our quietest gate for guests who prefer a calmer entry experience.
• The Accessibility Team is stationed at Gate 1.
Atlético Ottawa: Gate 1, Frank Clair Way, and Gate 4 are open
• Gates 1 and 4 have ramp access and are designated for guests with limited mobility.
• Gate 4 is typically our quietest gate for guests who prefer a calmer entry experience.
• The Accessibility Team members are stationed at Gate 1 and can be deployed to either gate to provide additional support; just ask any staff member for assistance.
Ottawa BlackJacks: Gates 1, 2, and 3 are open
• Gate 1 has ramp access and is designated for guests with limited mobility.
• Gate 1 is typically our quietest gate for guests who prefer a calmer entry experience.
• The Accessibility Team is stationed at Gate 1.
If you have any questions about accessing The Arena or The Stadium at TD Place, please contact our Guest Services Team by email at info@tdplace.ca or by phone at 1-844-FAN-INFO (326-4636).
Guest Services
Guests are invited to communicate with our Guest Services team if there is an issue in your seating area or a question related to your guest experience. We are here to help make your visit safe, enjoyable, and fun, so please do not hesitate to notify us if you need assistance. We have specialized staff at every ticketed event who are trained to provide additional support.
The Guest Services Representatives are identified by their grey, white, or black TD Place uniforms. You can also contact us by text on event days for discreet and convenient assistance at 613-777-6759. Standard text messaging and data charges may apply.
Guest Services Booth locations:
Stadium:
South Side: Section S.
North Side: Section 18 (inside Arena).
Arena:
North Side: Arena Section 18.
Merchandise
All merchandise locations are wheelchair-accessible. Lansdowne Sports staff are always ready and available to assist guests with any shopping needs.
Lansdowne Sports Shop locations:
Stadium: Gates 1, 2, 3, 4, 5, and 6; and South Main Concourse.
Arena: North Side, Gate 2.
Oxygen Tanks
Guests who require the use of an oxygen tank may bring it with them to TD Place. We encourage guests who depend on the use of an oxygen tank to use an accessible gate entrance and to contact the Box Office Team at 613-232-6767, ext. 1, with as much advance notice as possible to arrange for accessible seating.
Security
All guests of TD Place are subject to security screening upon entry at all gates. Guests with accessible needs or conditions that may require a variation to the standard inspection process are encouraged to enter TD Place through our accessibility entrance at Gate 1 for arena events and Gates 1, 4, or Frank Clair Way for stadium events.
Sensory Inclusion
TD Place offers kits with tools that reduce the stimulus often associated with sporting and entertainment events. Kits can be signed out at any of our Guest Services booths at Section 18 (Arena) and Section S (Stadium) and are free of charge in exchange for a valid driver’s license or other ID, which will be held until the kit is returned.
The kits include sunglasses, noise-reducing earmuffs, fidget and sensory toys, and bacterial wipes.
Quiet areas for both The Arena and The Stadium at TD Place have been identified and can be made available for guests who need a space to regulate. These areas may vary depending on the event; please contact Guest Services by email at info@tdplace.ca or by phone at 1-844-FAN-INFO (326-4636) at least one business day prior to your event to discuss the available options.
Service Animals
Guide Dogs and Service Animals that meet the conditions under the AODA (including requirements related to proper identification and/or supporting documentation, and subject to verification) are welcome at all events at TD Place.
Any guests accompanied by a Guide Dog or Service Animal are responsible for the animal at all times, are required to maintain control of them and keep them on a short leash or harness at all times, keep an appropriate volume, and respect the health and safety of the venue and other guests while at all times complying with all rules and policies of TD Place.
To ensure the safety of our guests and their service animals, guests with Guide Dogs and Service Animals are encouraged to use an accessible entrance, and we require that they be seated in an accessible seating section. Animals that do not meet the conditions of a Guide Dog or Service Animal under the AODA will not be permitted inside TD Place.
TD Place reserves the right to deny entry or remove any animal and its handler(s) without refund should the animal, including any Guide Dog or Service Animal, not adhere to the above or any other TD Place rules and policies.
Service Disruption / Sheltering / Evacuations
TD Place will provide prompt notice to the public when there is a temporary disruption of access to facilities, goods, and services usually used by our guests with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities, goods, and services that may be available. Notice of the disruption will be posted in multiple places, including the Box Office, Guest Services booths, and, where possible, at the point of disruption. When possible, disruptions that are known in advance will be posted online.
In the event of an emergency, TD Place staff have been trained and instructed to assist guests in sheltering or evacuation scenarios. In such an event, guests are asked to remain calm and follow instructions given by the public address system, uniformed event staff, security, police, and medical personnel.
Staff are trained and available to assist guests needing additional support. Guests are encouraged to always be aware of their location inside TD Place and to identify the nearest exits.
Text us at any time you feel you need support during the event at 613-777-6759 with your location.
Washrooms
TD Place offers family washrooms for people with disabilities on all levels of The Arena and The Stadium, as well as wheelchair-accessible stalls in select washrooms.
Certain accessible washrooms are equipped with power doors.
Accessible washroom locations:
Stadium
North Side:
Men: Sections E and EE.
Women: Sections D and DD.
South Side:
Men: Sections M and X.
Women: Sections N and W.
Arena
Men: Sections 11, 12, and 27.
Women: Sections 11 and 24.
Gender Neutral: Section 15.
For family washroom access in The Arena, please get in touch with a Guest Services Representative or visit the information booth at Section 18.
Wheelchairs/Wheelchair Storage
TD Place is happy to provide wheelchairs to transport guests that may require assistance to and from their mode of transport and their seats upon arrival at TD Place. A member of our Guest Services team can meet guests at our Accessible Support Entrance located at Gates 1 (Arena) or Gate 4 (Stadium) to ensure they receive the appropriate attention.
Please note, due to the limited number of wheelchairs, they are available for escort purposes only and guests are not able to remain seated in a TD Place wheelchair for events. TD Place does not provide wheelchair rentals. If you would like to arrange for a wheelchair escort or to have a member of our Guest Services team assist you in getting to your seats, please contact us at least twenty-four (24) hours prior to your arrival at 1-844-FAN-INFO (1-844-326-4636) or by email info@tdplace.ca.
Guests who wish to safely store their wheelchairs, walkers, or other mobility devices during the event may do so at the nearest Guest Services Information Booth.
For additional information, please contact our Guest Services Team by email at info@tdplace.ca or by phone at 1-844-FAN-INFO (326-4636)
Contact Information
Contact Information:
• Guest Services Event Day Text Line: 613-777-6759
• Guest Services: info@tdplace.ca | 1-844-FAN-INFO (326-4636)
• Sales Team and Box Office: boxoffice@tdplace.ca | 613-232-6767 ext. 1
• Security: security@tdplace.ca | 613-690-0517
• Parking: parking@tdplace.ca | 613-690-0510