Accessibility for Ontarians with Disabilities Act
Our Commitment:
Deer Ridge Golf Club is committed to excellence in serving all Members and Guest, including people with disabilities, by striving to provide an exceptional golfing experience in a manner that is accessible to everyone.
Providing an exceptional member and Guest experience to People with Disabilities:
Deer Ridge Golf Club respects the dignity and independence of people with disabilities. We will ensure our practices and procedures are consistent with the principles of independence, dignity, integration and equality of opportunity by carrying out our responsibilities in the following areas:
Communication:
We will communicate with our Members/Guests in an efficient and friendly manner that is respectful of their communication needs.
We will train Associates, who have direct interaction with the public, on how to most effectively interact and communicate with persons with disabilities to ensure our practices are equitable and inclusive.
Telephone Services:
We are committed to providing fully accessible telephone service to our Members and Guests, within our regular operating hours.
Alternate methods of communication are available to ensure our Members and Guests have access to the communication approach that best meets their needs, such as e-mail, fax, mail, if telephone communication is not available.
Assistive Devices:
We recognize that some Customers may require the use of assistive devices to obtain, use or benefit from our member and guest services. We will ensure that our Associates are trained to appropriately interact with and provide assistance to our Members and Guests, who use assistive devices, including but not limited to:
• Wheelchairs
• Walkers
• Canes
• Portable magnifiers
• Assistive listening devices
• Alternative and Augmentative Communication devices
• Personal oxygen tanks
• Devices for grasping
Service Animals:
Where a person with a disability is accompanied by a service animal, we are committed to ensuring ease of access to our premises. We will ensure that our Associates, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities, who are accompanied by a service animal.
Where service animals are not clearly identified, an Associate may ask the owner to provide appropriate documentation.
Support Persons:
A support person accompanying a Member and Guest with a disability will be allowed to always accompany the Member and Guest. If confidential information needs to be shared, consent will be obtained from the Member/Guest, prior to any conversation.
Notice of Temporary Disruption:
Deer Ridge Golf Club will provide Members and Guests with as much advance notice as possible in the event of a planned or unexpected disruption at our location. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternate services, if available. The notice will be posted at all public entrances/exits. In addition, an announcement will be made periodically throughout the disruption period via our P.A. system.
Training of Associates:
Deer Ridge Golf Club will provide training to Associates, who have direct interaction with the public. The training will include the following:
• How to effectively interact and communicate with people with various types of disabilities.
• How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or support person.
• What to do if a person with a disability is having difficulty in accessing Deer Ridge Golf Club’s services.
• Deer Ridge Golf Club policies, practices, and procedures relating to Accessible Customer Service. Associates will also be trained on an ongoing basis when changes are made to these policies, practices, and procedures.
Feedback Process:
Feedback regarding the way Deer Ridge Golf Club provides access to our member and guest services can be made through our Customer Service department:
Phone: 519-650-2447
E-mail: Admin@Deerridgegolfclub.com
Mail: Deer Ridge Golf Club, 200 Deer Ridge Drive, Kitchener, ON N2P2K5, Canada.
Fax: 519-650-5657
OR
In person by asking to speak to someone on the Management team.
Customers can expect acknowledgement of their feedback, once received, within 2 business days.
Modifications to This or Other Policies:
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities, in accordance with AODA (Accessibility for Ontarians with Disabilities Act)., no changes will be made to this policy before considering the impact on people with disabilities and any legal ramifications.
Any existing policy of Deer Ridge Golf Club that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Responsibilities:
An Accessibility Coordinator will be appointed by the company with responsibility to:
1. Review this policy on an annual basis and revise where necessary.
2. Provide customers and interested parties with a copy of this policy upon request.
3. Make this policy available in alternate formats upon request.
4. Ensure that all Associates are appropriately trained to provide accessible customer service.
5. Ensure that notice is provided for any disruption of service.
6. Collect and follow up on all Customer feedback.
All Associates, who have direct interaction with the public, will be required to:
1. Attend and complete Accessible Customer Service training.
2. Employ the skills and knowledge presented in the Accessible Customer Service training program to ensure consistent level of customer service.
3. Inform management of any issues regarding accessibility, including disruptions of service that could affect customer access to our premises.
4. Adhere to the Accessible Customer Service Policy at all times.
5. Provide assistance to Customers where necessary, and ensure all aisles, walkways, and hallways are kept clear at all times.
Questions About This Policy:
If anyone has a question about the policy, or if the purpose of the policy is not understood, an inquiry can be sent to the Club House Manager of Deer Ridge Golf Club. Contact details can be found under the Feedback Process section of this policy.