Volunteers,
We’ve recently made some changes to our Prohibited Items Policy. For the most part, our front line staff and security guards will reinforce these regulations, but for those of you who volunteer alongside them, you’ll want to familiarize yourself with these updates as well (highlighted below).
What is happening?
- Effective November 1, the AGO’s updated Prohibited Items Policy comes into effect to enhance the visitor experience.
Why is the Prohibited Items Policy being updated?
- The AGO is responding to feedback from our visitors about how to improve their experience at the AGO, and we are aligning ourselves with many leading art museums around the world that have similar procedures in place to ensure the enjoyment of visitors and the safety of artwork.
What are the new guidelines for visitors?
- Sealed water bottles and baby bottles are allowed into gallery spaces but must be consumed in non-art spaces including Walker Court and Galleria Italia.
- Visitors can carry one bag plus a personal item, such as a purse or diaper bag. The combined size of these bags cannot exceed 45x40x15 cm. Bags cannot be carried on the back.
- Baby strollers are allowed. Children’s wagons or buggies that are pulled behind the visitor are not permitted.
- Umbrellas longer than 45 cm and wet umbrellas are not permitted. Smaller umbrellas should be tucked away inside a bag.
- Tripods and professional photography equipment are not permitted (except professional media crews escorted by staff).
- Official service animals are welcome at the AGO; any other animals are not permitted.
- Artwork or crafts are not allowed inside the Gallery (unless pre-approved by Conservation and Protection Services or unless they fall under the AGO Sketching Policy).
- Sketch pads are permitted in the Gallery. Sketchpads must be 35×25 cm or smaller, as stated in the AGO Sketching Policy.
- Newspapers are permitted inside the Gallery as visitors may wish to read them in the Members’ Lounge or Espresso Bar.
- Plants and flowers are prohibited.
- Bikes, helmets, skateboards, skate shoes, roller blades and scooters are not permitted. Where possible, these can be stored in the lockers outside the Library on the Concourse level.
How do staff determine that the size of the bag(s) fall within our new guideline?
- If there is uncertainty about the size of the bag(s) and whether they fall within the guideline, there is a box available at the ticket wickets and at coat check to measure the bag size.
How many bags can a visitor carry?
- Visitors are permitted to carry one bag, plus a personal item such as a purse or diaper bag. The combined size of the bag and personal item may not exceed 45x40x15 cm. The AGO recommends that a purse be tucked into the larger bag so that only one bag is carried.
Are backpacks allowed?
- Guests are allowed to carry large bags, including backpacks, as long as they meet the size guidelines set out by the AGO (45x40x15 cm or smaller). However, all large bags – including backpacks – must be carried by a person’s side.
- Protection Services has the discretion to allow bags larger than 45x40x15 cm upon inspection. However, visitors will be strongly advised to check oversized bags at coat check.
- Any oversized bag that is allowed will have a clearly visible sticker or tag attached so that staff can easily identify approved bags.
What about large bags that a visitor requires for a medical condition?
- In accordance with the Accessibility for Ontarians with Disabilities Act, visitors who are required to carry a prohibited item due to a specific medical condition will be granted permission. The designated PSO at the front entrance will approve the item, and affix a sticker or tag so that it can be clearly identified as approved.
What is the process for Protection Services Officers if a visitor insists on bringing in a prohibited item?
- PSOs are to use their discretion at all times with prohibited items to ensure an enjoyable experience for all visitors. If a visitor feels any request is unreasonable, the PSO is asked to contact a management team member from PSD or Visitor Services for assistance.
Thank you for your support in strengthening the visitor welcome. This policy will be available in the next few days on the Intranet, under Policies and Procedures.
If you have any questions on the new policy, please don’t hesitate to contact me at 416 979 6660, ext. 476.
Many thanks,
Alicia
Alicia Vandermeer
Director, Visitor Experience