The Accessibility for Ontarians with Disabilities Act (AODA), 2005, is a Provincial Act with the purpose of developing, implementing and enforcing accessibility standards to achieve accessibility for persons with varying abilities to goods, services, facilities, accommodation, employment, buildings, structures, and premises by January 1, 2025.
This legislation applies to every designated public sector organization as well as all employers with more than twenty(20) employees.
All goods and services provided by the Lindsay Golf and Country Club shall follow the customer service standard principles of dignity, independence, integration and equal opportunity for all persons.
1. This policy applies to the provision of goods and services at premises owned and operated by the Lindsay Golf and Country Club(1965) Incorporated.
2. This policy applies to Directors, members, employees, volunteers, agents, and/or contractors who deal with members, guests, or other third parties that act on behalf of the Lindsay Golf and Country Club, including when provision of goods and services occurs off premises of the Lindsay Golf and Country Club, such as in catering, delivery services etc.
3. The section of this policy that addresses the use of guide dogs, service animals, and service dogs only applies to the provision of goods and services that take place at premises owned and operated by the Lindsay Golf and Country Club.
4. This policy shall apply to all persons who participate in the development of the Lindsay Golf and Country Club policies, practices, and procedures governing the provision of goods and services to members, the public, or third parties.
Assistive Device - means a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of persons with disabilities. Personal assistive devices are typically devices that customers 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.
Communication Supports - means, but is not limited to, captioning, plain language, sign language, alternative or augmentative communication supports or any other supports that facilitate effective communication.
Dignity - means that a service is provided in a way that allows a person with a disability to maintain self-respect and the respect of other people.
Disability - means 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 mellitus, epilepsy, a brain injury, any paralysis, amputation, lack of physical coordination, 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 medical appliance or device;
• a condition of mental impairment or other 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.
Equal Opportunity - means that access to goods and services shall be equal for all persons.
Independence - means doing things on your own without unnecessary help or interference from others.
Integration - means benefiting from the same services, in the same place, and in the same or similar manner as another individual.
Guide Dog - means a highly-trained 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 - means 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
• if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability
Service Dog - means as reflected in the 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.
Support Person - means, as reflected in Ontario Regulation 429/07, a support person, in relation to a person with a disability, is another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.
The Lindsay Golf and Country Club will provide quality goods and services that are accessible to all persons. The Lindsay Golf and Country Club will strive to provide its goods and services in a manner that respects the dignity and independence of each individual; that integrates each individual as fully as practicable into its activities, programs, and methods of service delivery; and that ensures that people with varying abilities will be given an equal opportunity to use and benefit from the goods, services, and areas that are provided by the Lindsay Golf and Country Club.
In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, this policy addresses the following:
A. The Provision of Goods and Services to Persons with Disabilities
B. The Use of Assistive Devices
C. The Use of Guide Dogs, Service Animals and Service Dogs
D. The Use of Support Persons
E. Notice of Service Disruptions
F. Customer Feedback
H. Notice of Availability and Format Required Documents
The Lindsay Golf and Country 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 customers receive the same value and quality;
• allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
• using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in the same manner;
• taking into account individual needs when providing goods and services; and
• communicating in a manner that takes into account the customers disability.
Persons with disabilities may use their own assistive devices as required when accessing good and services of the Lindsay Golf and Country Club.
In cases 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 of goods and services. For example, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of the customer with an oxygen tank may involve ensuring the customer is in a location that would be considered safe for the customer, other people, and the business. Or where elevators are not present and where an individual requires assistive devices for purposes of mobility, service will be provided in a location that meets the needs of the customer.
It should be noted that it is the responsibility of the person with a disability to ensure that their assistive device is operated in a safe and controlled manner at all times.
A customer with a disability that is accompanied by a guide dog, service animal or service dog will be allowed to access the premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.
Food Service Areas
A customer with a disability that is accompanied by a guide dog or service dog will be allowed access to food service areas that are open to the public, unless otherwise excluded by law. Other types of service animals are not permitted into food service areas due to the healthy Protection and Promotion Act, Ontario Regulation 562 Section 60.
If a guide dog, service animal or service dog is excluded by law(see Applicable Laws below) The Lindsay Golf and Country Club will offer alternative methods to enable the person with a disability to access goods and services, when possible (for example, securing the animal in a safe location and offering the guidance of an employee).
The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, normally does not allow animals in places where food is manufactured, prepared, processed, handled, served, displayed, stored, sold, or offered for sale. It does allow guide dogs and service dogs to go into places where food is served, sold, or offered for sale. However, other types of service animals are not included in this exception.
Dog Owners’ Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds (such as pit bulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.
If it is not readily apparent that an animal accompanying an individual with a disability, the Club may ask the person with the disability for a letter from a physician or nurse confirming that the person requires an animal for reasons relating to their disability. The Club may also, or alternatively, ask for a valid identification card signed by the Attorney General of Canada or a certificate of training from a recognized guide dog or service animal training school as confirmation that an animal is a service animal.
It should be noted that the care and control of the service animal is the responsibility of the person with the disability.
If a customer with a disability is accompanied by a support person, the Lindsay Golf and Country Club will ensure that both persons are allowed to enter the premises together and have access to all public areas on premises.
The Lindsay Golf and Country Club will make every reasonable attempt to ensure that the customer and support person are seated together and/or that the customer is not prevented from having access to the support person.
In situations when confidential information might be discussed, consent will be obtained from the customer, prior to any such conversation taking place.
Fees for the support person shall be at the same rate as charged to all guests using Lindsay Golf and Country Club goods and services.
Temporary disruptions of Club services may occur due to reasons that may or may not be within the control or knowledge of the Club. The Club will make every reasonable effort to provide notice of service disruption to the public. Such notice will include the reason for the disruption, the anticipated duration, and a description of any alternative services that are available.
If feasible, notice of the disruption of service will be given by posting the information at a conspicuous place on the premises experiencing the disruption, by website posting, by e-blast, by contacting customers with appointments, by verbally notifying customers during telephone conversation or by any other method that may be reasonable under the circumstances.
The Lindsay Golf and Country Club shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be posted on the Club’s website (www.lindsaygolf.ca). Feedback forms are on line along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (by hand, be e-mail, website, suggestion box).
Customers who wish to provide feedback when they are onsite may do so by filling out a customer feedback form or by speaking directly to any Lindsay Golf Club employee.
Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were expressed.
Training will be provided to:
• All employees, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of the Lindsay Golf and Country Club; for example: salespersons, drivers, vendors, event operators, call centers, and third party marketing agents; and,
• Those who are involved in the development and approval of customer service policies, practices and procedures.
Training is a mandatory requirement of the Accessibility for Ontarians with Disabilities Act and the Standards enacted under the legislation. Each individual will be required to undergo training about the requirements of the AODA accessibility standards and on the Human Rights Code as it pertains to people with disabilities. The training shall include all aspects addressed within this Accessibility Policy. Additional training will be required as is deemed appropriate to satisfy the duties of the employee, volunteer or third party. Training shall take place as soon as is practicable and as often as is required to take into consideration new people, and in the event of changes to legislation, regulation, procedures and/or practices.
The Lindsay Golf and Country Club shall keep a record of the training provided, including the dates on which accessibility training took place. The names of individuals trained will be recorded for training administration purposes, subject to the Municipal Freedom of Information and Protection of Privacy Act.
The Lindsay Golf and Country Club shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the disability of the customer. Notification will be given by posting the information in a conspicuous place owned and operated by the Lindsay Golf and Country Club, the Club website and/or any other reasonable method.
Any questions or concerns about this policy or its related procedures should be directed to:
• Office Administrator, Jeanine Corneil
• 705-328-2258 Ext 21
• P.O. Box 111 Lindsay, Ontario, K9V 4R8