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 process

The Osler Bluff Ski Club will communicate with people with disabilities in ways that take into account their disability. This may include the following:

• verbal,
• hand written letter,
• typed email message,
• text message,

We will work with the person with a disability to determine what method of communication works for them.

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

The Osler Bluff Ski Club welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.

Customers will be notified of how to provide feedback in the following ways:

• Website,
• By request through the Club’s Administrative staff

Customers who wish to provide feedback on the way The Osler Bluff Ski Club provides goods, services or facilities to people with disabilities can provide feedback in the following way(s):

• letter,
• email,
• or verbally through the Club’s Administrative staff

All feedback, including complaints, will be handled in the following manner:
Feedback will be directed to Susan Roseblade, Assistant General Manager.  Complaints will be addressed according to our organization’s regular complaint management procedures.

Customers can expect to hear back in four business days.

The Osler Bluff Ski Club will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.

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 August 2018