The Hamilton Club AODA – Accessibility Standards for Customer Service Policy
Intent
This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of services to the members of The Hamilton Club and their guests.
Statement of Commitment
The Hamilton Club is committed to ensuring equal access to and enjoyment of all services offered by the Club to persons with disabilities. We are also committed to fair and accessible employment practices. We are committed to treating people with disabilities in a manner that allows them to maintain their dignity and independence. We believe in integration and equal opportunity, and we are committed to meeting the needs of people with disabilities in a timely manner. We do so by removing and preventing barriers to accessibility, and by meeting our accessibility requirements under Ontario’s accessibility laws.
Definitions
Accessibility
The term accessibility means giving people of all abilities opportunities to participate fully in everyday life. It is used to describe how widely a service, product, device, or environment is available to as many people as possible. Accessibility can be seen as the ability to access and benefit from a system, service, product or environment.
Barrier
Barriers are obstacles that limit access and prevent people with disabilities from fully participating in society.
Assistive Device
An assistive device is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that members or guests bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.
Disability
The term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:
•any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
•a condition of mental impairment or a developmental disability;
•a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
•a mental disorder; or
•an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
Guide Dog
A guide dog is a working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons' Rights Act, to provide mobility, safety and increased independence for people who are blind.
Service Animal
As reflected in Ontario Regulation 429/07, an animal is a service animal for a person with a disability if:
•it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
•the person who requires the animal can provide on request a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.
Service Dog
As reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:
•it is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability; or
•the person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog for reasons relating to the disability.
Support Person
As reflected in Ontario Regulation 429/07, a 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, medical needs or access to goods and services.
Guidelines
In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:
A. Provision of Services to Persons with Disabilities;
B. Assistive Devices;
C. Assistive Infrastructure;
D. Guide Dogs, Service Animals and Service Dogs;
E. Support Persons;
F. Service Disruptions;
G. Feedback from Members or Guests;
H. Training; and
I. Availability of Required Documents
A. Provision of Services to Persons with Disabilities
The Hamilton Club will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:
•ensuring that all persons receive the same value and quality of services;
•allowing persons with disabilities to do things in their own way, at their own pace when accessing services as long as this does not present a safety risk;
•using alternative methods when possible to ensure that persons with disabilities have access to the same services, in the same place and in a similar manner as other members and guests;
•taking into account individual needs when providing services; and
•communicating in a manner that takes into account the needs of persons with disabilities.
B. Assistive Devices
Own Assistive Devices
Persons with disabilities may use their own assistive devices as required when accessing services provided by The Hamilton Club. In a case where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access to services.
C. Assistive Infrastructure
The Hamilton Club building is accessible for persons with mobility issues via the ramp to the side entrance of 6 Main St E.
Both washrooms on the main floor have accessible stalls.
D. Guide Dogs, Service Animals and Service Dogs
A person with a disability who is accompanied by a guide dog, service animal or service dog will be allowed access to areas of the clubhouse that are normally available to members and guests unless otherwise excluded by law. Service animals other than guide dogs or service dogs are not permitted into food service areas due to the Health Protection and Promotion Act, Ontario Regulation 562 Section 60. In such a case, The Hamilton Club will offer alternative methods to enable the person with a disability to access services when possible by securing the animal in a safe location and offering the guidance of an employee.
Recognizing a Guide Dog, Service Dog and/or Service Animal
If it is not readily apparent that the animal is being used by the member or guest for reasons relating to his or her disability, The Hamilton Club may request verification from that person, which verification may include:
•a letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability;
•a valid identification card signed by the Attorney General; or
•a certificate of training from a recognized guide dog or service animal training school.
Care and Control of the Animal
The person who is accompanied by a guide dog, service dog or service animal is responsible for maintaining care and control of the animal at all times.
Allergies
If a health and safety concern presents itself, for example, in the form of a severe allergy to the animal, The Hamilton Club will make all reasonable efforts to meet the needs of all individuals.
E. Support Persons
If a person with a disability is accompanied by a support person, The Hamilton Club will ensure that both persons are allowed to enter the premises together and that the person with a disability is not prevented from having access to the support person.
There may be times where seating and availability prevent the member or guest and support person from sitting beside each other. In these situations The Hamilton Club will make every reasonable attempt to resolve the issue.
In situations where confidential information might be discussed, consent will be obtained from the member or guest, prior to any conversation where confidential information might be discussed.
F. Disruptions in Service
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of The Hamilton Club. In the event of any temporary disruptions to facilities or services that persons with disabilities rely on to access or use The Hamilton Club's services, reasonable efforts will be made to provide advance notice. In some circumstances, such as in the situation of unplanned temporary disruptions, advance notice may not be possible.
Notifications
In the event that a notification needs to be posted, the following information will be included unless it is not readily available or known:
•services that are disrupted or unavailable;
•reason for the disruption;
•anticipated duration of the disruption; and
•a description of alternative services or options if available.
Notification Options
When disruptions occur, The Hamilton Club will provide notice by:
•verbally notifying affected members and guests on arrival at the Club;
•posting a notice in a conspicuous and appropriate place;
•contacting members and guests who have reservations or appointments;
•verbally notifying members when they are making a reservation or appointment; or
•by any other method that may be reasonable under the circumstances.
G. Feedback from Members and Guests
The Hamilton Club shall provide members and guests with the opportunity to provide feedback on the service provided to persons with disabilities in person, by telephone, in writing or by e-mail to:
The General Manager/Chief Operating Officer of The Hamilton Club
6 Main St E. Hamilton, ON L8N 1E8
gm@thehamiltonclub.com
905-522-4675
Persons who provide formal feedback will receive acknowledgment of their feedback in a timely manner, along with any resulting actions based on concerns or complaints that were submitted.
H. Training
The Hamilton Club will provide training to all employees as it relates to their specific roles as soon as practicable. Revised training will be provided in the event of changes to legislation, procedures and/or practices. As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the following:
•a review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005;
•a review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07;
•The Hamilton Club's policies, procedures and practices pertaining to providing accessible service to persons with disabilities;
•instructions on how to interact and communicate with people with various types of disabilities;
•instructions on how to interact with people with disabilities who:
use assistive devices;
or require the assistance of a guide dog, service dog or other service animal; or
require the use of a support person.
•instructions on how to use equipment or devices that we provide that may help people with disabilities;
•instructions on what to do if a person with a disability is having difficulty accessing our services.
Record of Training
The Hamilton Club will keep a record of training that includes the names of all employees who have received training and the date(s) on which such training was provided.
I. Availability and Format of Documents
The Hamilton Club shall notify members and guests of this policy and related procedures by posting the information in an appropriate place in the clubhouse.
The Hamilton Club will provide, on request, information in an accessible format or with communication supports to people with disabilities, in a manner that takes into account their disability.
This policy and its related procedures will be reviewed as required in the event of legislative changes, or changes to Club procedures.