Bigwin Island Golf Club Accessible Customer Service Plan

Bigwin Island Golf Club is committed to excellence in serving all customers including people with disabilities. We will ensure that all our staff are trained and familiar with various assistive devices that may be used by our customers with disabilities while accessing our goods and services. We will communicate with people with disabilities in ways that take into account their disability. We welcome people with service animals. Service animals are welcome on parts of our premises that are open to our patrons. A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will not be charged for support persons. We will notify all customers of this through a notice posted on our premises and on the Bigwin Island Golf Club Web site.

Accessibility Standard for Customer Service

We are not fully & independently accessible or equipped to handle persons with wheelchairs without providing assistance; accomodations & all efforts will be made to provide mobility access & transportation for all guests as best suits their needs & in a respectful manner so we can enable everyone to enjoy our unique & historic location. We can accommodate those with assistive devices such as a walker, white cane, or oxygen tank. We welcome people with service animals. Service animals are welcome on parts of our premises that are open to our patrons. A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will not be charged for support persons. We will notify customers of any disruptions to these services through a notice posted on our premises and on the Bigwin Island Golf Club Web site

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to our services or facilities for customers with disabilities (with services animals or support persons) Bigwin Island Golf Club will notify our customers promptly. This notice will be posted and include information about the disruption and the anticipated length of time of the disruption. It will be posted at Norway Point and on the Bigwin Island Golf Club Web site.

Feedback Process

Customers who wish to provide feedback on the way Bigwin Island Golf Club provides its services to people with disabilities can access the Bigwin Island Golf Club Web site or verbally express their concerns. All feedback will be directed to the Club Operations Manager and customers can expect to hear back in 7-10 days or sooner. Complaints will be addressed according to our organizations’ regular feedback & complaint management procedures.

Modifications to this or Other Policies

Any policy of Bigwin Island Golf Club that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

Training

Bigwin Island Golf Club will provide training to all our employees including:

  • All existing and new employees and volunteers
  • People who participate in developing our organization’s policies
  • Other people who provide goods, services, or facilities on behalf of our organization

This training will be provided to staff ASAP after being hired and before they begin work. Bigwin will provide training when the organization’s accessibility policies change. Bigwin will keep a record of the training provided, including the dates the training took place and the number of individuals trained.

Bigwin Island Golf Club will provide training to all our employees. This training will be provided to staff ASAP after being hired and before they begin work.

The training will include;

1. An overview of the Accessibility for Ontarians with Disability Act, 2005 (AODA), the Integrated Accessibility Standards Regulation (IASR), the OHRC (Ontario Human Rights Code) and the Accessibility Standard for Customer Service.

2. Bigwin Island Golf Club’s plan related to the customer service standard, including training on:

  • How to interact with people of various types of disabilities.
  • How to interact with people with disabilities who use an assistive device or require a service animal or support person.
  • How to use equipment or devices.
  • What to do if a disabled person is having difficulty in accessing Bigwin Island Golf Club’s services.

3. training on areas that are relevant to an employee’s work responsibilities of the Integrated Accessibility Standards Regulation (IASR):

  • General Requirements (applies across all standards)
  • Employment Standard
  • Information and Communications Standard
  • Transportation Standard
  • Design of Public Spaces Standard

Information and Communication Standards

Feedback

Bigwin Island Golf Club will continue to ensure that its process for receiving and responding to feedback is accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communications supports, upon request

Accessible Formats and Communication Supports

Upon request, Bigwin Island Golf Club will provide, or will arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner that takes into account the person’s accessibility needs due to disability.

Bigwin Island Golf Club will consult with the person making the request in determining the suitability of an accessible format or communication support.

Bigwin Island Golf Club will also notify the public about the availability of accessible formats and communication supports.

Accessible Websites and Web Content

Bigwin Island Golf Club will ensure that our Internet websites, including web content, conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA except where this is impracticable.

Workplace Emergency Response Information

Bigwin will provide workplace emergency response information to employees who have a disability and include the emergency response information in their individual accommodation plan. The Workplace Emergency Response Information will be provided to the employee in an accessible format.

Emergency Response

Bigwin will provide emergency response assistance to customers who have a disability.