Accessibility Standards for Customer Service
Accessibility Policy
 
Providing Goods and Services to People with Disabilities
 

Elmira Golf Club is committed to excellence in serving all customers including people with disabilities. We will remember the four principals of customer service in all our dealings with our disabled customers; independence, dignity, integration and equal opportunity.

 

Assistive Devices

We will 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.

 

Communication

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

 

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.  

 

Support Persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. 

 

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Elmira Golf Club will notify the customers promptly.  This will be in the form of a clearly posted notice which 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 placed on the doorway of the office or affected facility.  Staff members will inform those persons in our facility who may be affected by the disruption personally. If the disruption proves to be more than a temporary one, a notice will be posted on our website.

 

Training for Staff

Elmira Golf Club will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf.   All individuals at the business who come into contact with persons with disabilities will receive training.  This training will be provided to new staff during the orientation process and will be addressed during refresher training with all staff yearly.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard

• Elmira Golf Club plan as 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

• Where the accessible washrooms are located

• What to do if a person with a disability is having difficulty in accessing services

• Accessible emergency evacuation staff training will be provided

Staff will receive ongoing training as any plans change

 

Feedback Process

Customers, who wish to provide feedback on the way Elmira Golf Club provides services to people with disabilities are invited to send us an email, leave a phone message, in writing or in person.  All feedback will be directed to the Manager.  Customers can expect to hear back within 5 business days from the time of receipt.  Complaints will be addressed according to our organization's regular complaint management procedures.

 

Please Click Here to contact our General Manager by email or call with any comments, concerns, suggestions or feedback you may have.

 

Modification to this or other policies

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

 

Definitions

Taken from the Guide to the Accessibility Standards for Customer Service, Ontario Regulation 429/0

Assistive Device

• shall mean an auxiliary aid such as communication aid, cognition aid, personal mobility aid and medical aid (i.e. canes, crutches, wheelchairs, or hearing aids etc.) to access and benefit from the goods and services offered by

Barrier

• means anything that prevents a person with a disability from fully participating in all aspects of society because of the disability

Disability

• means any degree of physical disability including, but not limited to, diabetes, epilepsy, brain injury, paralysis, amputation, lack of coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, physical reliance on a guide dog, other animal, wheelchair or other remedial appliance or device; mental impairment or developmental disability; learning disability or dysfunction in understanding or using symbols or spoken language; or mental disorder.

Support Person

• Means in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services.

Dignity

• Service is provided in a way that allows the person with a disability to maintain self-respect and the respect of other people.

Equal Opportunity

• Service is provided to a person with a disability in such a way that they have an opportunity to access Town goods or services equal to that given to others.

Integration

• Service is provided in a way that allows the person with a disability to benefit from the same services, in the same place and in the same or similar way as other customers, unless an alternate measure is necessary to enable a person with a disability to access goods or services.