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Customer Service

Factory's Committment

Factory Theatre is dedicated to operating with a code of ethics, integrity and commitment to excellence; and holds itself accountable for these to its audience patrons, its employees, volunteers, funders, donors, artists and other stakeholders.

Factory Theatre’s commitment to the fostering and celebrating of diverse voices and diverse audiences embraces diversity  in experience, culture, gender and theatrical styles.

Factory Theatre is committed to providing a warm, welcoming and comfortable environment for its artists, staff, volunteers, donors and patrons. We strive to make all those who come to Factory Theatre feel that they are valued guests in our home.

When dealing with guest companies and artists, interacting with co-workers or serving patrons, Factory staff commits at all times to a positive, courteous and professional attitude.

Our Patrons 

We are committed to making our spaces as clean, comfortable and accessible as possible. If due to limited resources, we are unable to provide the very best physical environment or ticketing systems, we are committed to making the human element the best possible in the industry.

Factory Theatre is dedicated to providing excellence in customer service and strives to achieve a level of patron service second to none in Toronto. We know that everyone at Factory Theatre is a vital part of the artistic and patron service experience. When dealing with clients, interacting with co-workers or serving patrons, our aim is to maintain a positive, courteous and professional attitude which will uphold this commitment.

Our Artists & Other Professionals

We commit to ensuring that the experience our artists and guest professionals have of Factory Theatre is comparable to the excellence in service we offer our audiences.  

We will make others welcome in our facilities - from hosting “meet and greet” events for incoming productions to introducing ourselves to new colleagues. Our facilities are like our homes, sometimes shabby with less than new furniture, and as hosts we commit to providing a clean, comfortable and adequately-equipped facility. We will provide artists, administrative and production staff who may be struggling with creation and production, an environment of empathy and appreciation of their work. Factory is committed to ensuring that lines of communication are open and appropriate information is available.



Our Funders, Donors & Volunteers

Factory Theatre acknowledges that as a registered charity and professional non-profit theatre organization we have a commitment to our funders and donors to ensure transparency about our activities, and to acknowledge and celebrate their support. We commit to thanking our funders in a timely and appropriate manner. We are always open to questions, concerns and inquiries.

Accessible Customer Service

Policies & Procedures

Mission Statement

Factory is committed to excellence in serving all customers. We strive to achieve and maintain a high level of customer service, and understand that some people may have different needs.

We strive to provide training to employees, volunteers and others who deal with the public or other third parties on our behalf.

We strive to communicate with our patrons in ways that take into account their disability.


View our Venue Visual Guide


Relaxed Performances

Relaxed Performances are for everyone and anyone (including those with Autism, sensory processing disorder and learning disabilities) who feel that their experience of the stories and performances on stage could benefit from:
- dim rather than dark houselights
- no loud, or unexpected loud, noises on stage
- a space to relax outside of the performance in the lobby when a break is required
- no self-consciousness around: making noises, movements, or needing to exit and re- 
  enter the performance space
- a visual story of our venue and of what they’re about to see
- an introduction to the cast before and/or after the show
Please get in touch with us if you would like any further information about Relaxed Performances at Factory.
Contact: Lucy Coren | Associate Producer  
Email: lucy(at)   Phone: (416) 504 4473 ext. 228

Assistive Devices 

We ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

The following assistive devices are currently available at Factory:

Reserved Seating: Factory is a General Admission house; however we offer reserved seating for those patrons with disabilities who request a seat in a particular area of the theatre for their best viewing experience;

Early Admittance: Patrons with disabilities that make it difficult to move around in crowds, will be allowed early admittance into the theatre;

Note Pads: As a communication tool, note pads and pens can be found at our FOH desk, Box Office, and Studio bar. 


Service Animals 

We welcome people with disabilities and their service animals. Service animals are allowed in any of our public spaces. 

Support Persons

Factory allows admission, free-of-charge, to support persons and encourages patrons with disabilities to attend with a companion. A person with a disability who is accompanied by a support person will be allowed to have that person accompany them at all times on our premises.


Notice of Temporary Disruption

In the event of a planned or unexpected disruption in the facilities or services used by people with disabilities, Factory will provide customers with notice. This notice will include information about the reason for the disruption, its anticipated durations, and a description of alternative facilities or services, if available. Information will be posted on the entrance doors as well as where appropriate in the building and on the website. 


The ultimate goal of Factory is to meet and surpass our customers’ expectations, and provide the assistance and understanding to do so. Comments on our services regarding how well these expectations are being met are welcomed and appreciated.


All feedback will be directed to the Patron Services Manager. Customers can expect return communications within three business days.


Feedback can be made by:

Email:  boxoffice(at)

Telephone: Himanshu Sitlani, Patron Services Manager: 416-504-4473 ext. 230                   

In Person:  see Box Office Hours

125 Bathurst St, Toronto, ON M5V 2R2


Modifications to this or other policies 

Any policy of Factory that does not respect and promote the dignity and independence of people with disabilities will be modified or removed. 

Factory Theatre

125 Bathurst Street
Toronto, Ontario M5V 2R2

Admin 416 504 4473
Box Office 416 504 9971

© Factory Theatre

Charitable Registration Number 12353 3812 RR0001