Accessibility

Accessible Customer Service Plan


Providing Goods and Services to People with Disabilities

The Osler Bluff Ski Club is committed to excellence in serving all customers including people with disabilities.

Assistive devices

We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Communication

We will communicate with people with disabilities in ways that take into account their disability.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed in all Club buildings open to the membership and public except areas like kitchens, where other legislation prevents animals from entering. In recognition of the inherent dangers associated with skiing and snowboarding activities, it is not generally considered safe for service animals to be on the ski hills during operations.  The Osler Bluff Ski Club will conduct an assessment to ensure proper consideration for service animal safety before permitting a service animal on the ski hills during ski operations. 

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. Fees will not be charged for support persons for lift tickets or admission to The Osler Bluff Ski Club premises. We will notify customers of this through a notice posted at each of the ticket windows.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities like the portable wheelchair ramp, The Osler Bluff Ski Club will notify customers promptly. This clearly posted 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 at all ticket windows.

Training for staff

The Osler Bluff Ski Club will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. Individuals in the following positions will be trained:

  • All Supervisors and Managers

  • Operations Staff

  • Administration Staff

  • Snow School Staff and Volunteers

  • Race Staff and Volunteers

  • Ski Patrol

This training will be provided to staff annually during the staff training and orientation day or as arranged by supervisors and managers.
Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard

  • The Osler Bluff Ski Club’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

  • How to use the portable wheelchair ramp

  • What to do if a person with a disability is having difficulty in accessing The Osler Bluff Ski Club’s goods and services

Staff will also be trained when changes are made to this accessible customer service plan.

Feedback process

Customers who wish to provide feedback on the way The Osler Bluff Ski Club provides goods and services to people with disabilities can do so by letter, email or verbally through the Club’s Administration Office.  All feedback will be directed to Susan Roseblade, Assistant General Manager.  Customers can expect to hear back within four business days. Complaints will be addressed according to our organization’s regular complaint management procedures.

Modifications to this or other policies

Any policy of The Osler Bluff Ski Club that does not respect and promote the dignity and independence of people with disabilities will be modified or removed. 


Updated July 2016

Accessibility for Ontarians with Disabilities Act (AODA)

Click to download Osler's Customer Service Plan (PDF) 

Feedback process

Customers who wish to provide feedback on the way The Osler Bluff Ski Club provides goods and services to people with disabilities can do so by letter, email or verbally through the Club’s Administration Office.

All feedback will be directed to Susan Roseblade, Assistant General Manager. Customers can expect to hear back within four business days. Complaints will be addressed according to our organization’s regular complaint management procedures.


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