Accessibility at the Ontario Racquet Club

Accessibility for Ontarians with Disabilities Act (AODA)
Accessibility Standards for Customer Service – January 1, 2013

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, Accessibility Standard for Customer Service, the Ontario Racquet Club is dedicated to ensuring that our services are accessible and offer the same opportunity and benefit to all Members and Guests.  We are also committed to ensuring that our services are provided in a manner that respects the dignity and independence of people with disabilities.

1.  Communication
The Ontario Racquet Club will communicate with people with disabilities in ways that take into account their disability.  We understand that communication styles vary and that not all persons with the same disability use the same communication style.  The Ontario Racquet Club will make every effort to ensure that our employees take this into consideration and whenever possible ask our Members and Guests how best to communicate with them.
2. Use Of Service Animals and Support Persons
Ontario Racquet Club welcomes people with disabilities and their service animals.  Service animals are allowed in the parts of our Club that are open to the public.
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them to the parts of the Club that are open to the public with no guest fees charged for the support person for entry to any part of the Club that is open to the public.
3. Assisted Devices
The Ontario Racquet Club is committed to serving our Members and Guests with disabilities who use assistive devices to obtain, use or benefit from our services.  We will ensure our employees are trained and familiar with various assistive devices such as canes, wheelchairs etc that may be used by Members and Guests with disabilities while accessing our Club.
4. Notice of Temporary Disruption
In the event of a planned or unexpected disruption of services or facilities for customers with disabilities the Ontario Racquet Club will notify customers promptly.  This clearly posted notice 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 at the entrance(s) to the Club as well as at the area of disruption.

5.  Employee Training
To make certain our provision for services are accessible, the Ontario Racquet Club provides training to employees and others who deal with our members and guests.  The training includes the following:

    • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
    • How to interact and communicate with people who have various types of disabilities.
    • How to interact and communicate with people who use an assistive device or require the assistance of a service animal or a support person.
    • How to use the elevator to the second floor or the wheelchair ramp in the tennis courts from the restaurant area
    • What to do if a person with a disability is having difficulty in accessing Ontario Racquet Club’s goods and services.
    • Staff will also be trained when changes are made to our accessibility plan in the future
6.  Feedback Process
Members and Guests who wish to provide feedback regarding how Ontario Racquet Club provides goods and services to people with disabilities can complete an onsite Member Feedback form or speak with the Manager on Duty.
Members and Guests can also submit feedback to:
Contact: Jeff McCarrol, General Manager
Address: 884 Southdown Road, Mississauga, ON, L5J 2Y4
Phone: 905-822-5240
E-mail: jmccarol@ontarioracquetclub.com
Website: ontarioracquetclub.com
Members or Guests that provide formal feedback will receive acknowledgement of their feedback along with any resulting actions based on their concerns or complaints that were submitted.
7.  Modifications To This Or Other Policies
Any policy of Ontario Racquet Club that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
 
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