Accessibility for Ontarians with Disabilities Act (AODA)
Accessibility Statement
Providing Goods & Services to People with Disabilities
St. Andrew’s East is committed to creating an organization that removes barriers for those who have disabilities. This includes our Members, their guests, our employees, and others that have any commercial or non-commercial dealings with St. Andrew’s East.
Ontario has laws that set out the standards for accessibility, under the Accessibility for Ontarians with Disabilities Act, 2005, specifically Ontario Regulation 429/07 (law in 2008) and 191/11 (law in 2011).
How you can learn more about what you can expect from St. Andrew’s East?
Contacting our office by mail, email or by telephone:
Mailing Address: PO Box 10 Station Main Stouffville, Ontario L4A 7Z4
Telephone: (905) 640-4444
Email: info@standrewseast.com
Providing Feedback
Should you find that you require an alternative format, not provided, and/or have further comments/feedback, please direct your communication to: Steve Grass, General Manager ext. 221 or e-mail steve@standrewseast.com
Accessible Customer Service Procedures
Providing Goods & Services to People with Disabilities
St. Andrew’s East is committed to excellence in serving all Members, Guests and visitors including people with disabilities and we will carry out our functions and responsibilities in the following areas:
Our Commitment
St. Andrew’s East strives to provide our products and services in a manner that is accessible to all of our Members, Guests and visitors. It is very important to us to respect the dignity and independence of people with disabilities. We are committed to offering equal opportunity to access our products and services and to providing the benefit of the same services, in the same place and in a similar way to all Members, Guests and visitors.
Communication
We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with Members, Guests and visitors on how to interact and communicate with people with varying types of disabilities.
Telephone Services
We are committed to providing fully accessible telephone service to our Members, Guests and visitors. We will train staff to communicate with Members, Guests and visitors over the telephone in clear and complaint language and to speak clearly and slowly.
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. All fees will not be charged for support persons unless participating as an active player on the golf course. We will notify customers of this through a notice posted on our premises.
Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, St. Andrew’s East will notify our stakeholders promptly. This clearly posted or emailed 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 in a central location in the clubhouse and an email will be sent to all Members.
Training for Staff
St. Andrew’s East will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. All individuals employed to perform duties within the clubhouse will be trained accordingly:
This training will be provided to staff within two weeks after hiring.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- St. Andrew’s East’s accessible customer service plan.
- 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
- What to do if a person with a disability is having difficulty in accessing St. Andrew’s East’s goods and services
- Staff will also be trained when changes are made to our accessible customer service plan.
Feedback Process
Members who wish to provide feedback on the way we provide goods and services to people with disabilities can email Steve Grass, General Manager at Steve@standrewseast.com. Customers can expect to hear back 48 hours. Complaints will be addressed according to our organization’s regular complaint procedures.
Modifications to this or other policies
Any policy of St. Andrew’s East that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
St. Andrew’s East is committed to the ongoing accessibility of our property.
