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:

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.

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:

Training will include:

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.