CUSTOMER SERVICE STANDARD – ACCESSIBILITY WITH DISABILITIES ACT
The goal of Ontario’s Accessibility with Disabilities Act (2005) is to make Ontario accessible for people with disabilities by 2025. The Customer Service Standard (the first of five that will be implemented), effective January 1, 2012, applies to all organizations (public, private, non-profit) in Ontario with at least one employee. For the Customer Service Standard we must:
- create policies, practices, and procedures
- Make reasonable efforts to ensure these are consistent with principles of independence, dignity, integration, and equality of opportunity
- Train staff and volunteers who interact with the public or who develop policies, practices, and procedures
Billie Bear Resort Customer Service Plan
Providing services to people with disabilities
Billie Bear Resort is committed to excellence in serving all customers including people with disabilities.
Assistive devices
Given our rustic setting and rough terrain, we will include information on access to cottages on our website and respond in detail to any questions to allow people using assistive devices to decide whether they find the accommodation suitable.
Communication
We will communicate with people with disabilities in ways that take into account their disability.
Service animals
Billie Bear Resort’s “no pets” policy does not apply to service animals, which are allowed on the parts of our premises that are open to the public. Valid documentation identifying the animal as a genuine service animal (as defined in the Accessibility for Ontarians with Disabilities Act) must be presented at the time of reservation.
For further clarification, see the applicable legislation, which states that Service animals have training to perform specific tasks for people with disabilities. Emotional support animals provide comfort and security. However, they do not have training for specific tasks. Therefore, emotional support animals do not qualify as service animals under the AODA. Service providers are not required to allow support animals on their premises. Providers may ask for proof that a customer’s animal is a service animal, unless it is visibly obvious that the person has a disability and is relying on the animal. For instance, if a dog is clearly guiding a customer who is blind, providers should know without asking that this animal is a guide dog.
Support persons
A support person accompanying a person with a disability is welcome on the same basis as any resort guest. The rule on cottage capacity applies, and any extra accommodation required is charged at the regular rate. We will notify our guests of this through the annual guest newsletter and on our website.
Training
Billie Bear Resort will provide training to employees, volunteers, and others who deal with the public.
Individuals in the following positions will be trained:
- seasonal staff members (spring staff orientation)
- Billie Bear Lakeside Community Club members (handout at the spring General Meeting)
Training will include:
- an overview of the Accessibility for Ontarians with Disabilities Act (2005) and the requirements of the customer service standard;
- Billie Bear Resort’s plan related to the customer service standard;
- 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 our services.
Staff members will also be trained regarding any changes that are made to our customer service plan.
Feedback process
Guests who wish to provide feedback on the way Billie Bear Resort provides services to people with disabilities may do so through the general guest survey distributed to all guests (available online or in printed form at the office), in person, by email message, by phone, or by written communication.
All feedback, including complaints, will be referred to the Board of Directors of the Billie Bear Lakeside Community Club. Guests can expect a reply within three weeks.
Modifications to this or other policies
Any policy of Billie Bear Resort that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.