Accessible Customer Service Plan

Policy

Hornby Glen Golf Course is committed to ensuring all services are available and accessible to people with disabilities in a way that respects their dignity and independence. If you have any questions or would like to provide feedback regarding the way Hornby Glen provides services and programs to people with disabilities or about our Accessibility Policy, you may contact us the following ways:

Communication

We will communicate with people with disabilities in ways that take into account their disability. We understand that communication styles vary and that not all persons with the same disability use the same communication modalities. Hornby Glen will make every effort to ensure that our employees take this into consideration and, when not sure, to always ask our members and guests how best to communicate with them.

In addition, we will train employees to communicate over the telephone in clear and plain language and to speak slowly. We will offer to communicate by e-mail if telephone communication is not suitable to their communication needs or is not available.

Assisstive Devices

We will ensure that our staff is trained and familiar with the various assisstive devices, such as canes and wheelchairs, that may be used by guests with disabilities while accessing our services.

Service Animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

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. Regular pricing will apply to the support person for any services they use at Hornby Glen Golf Course.

Notice of Temporary Disruption

Hornby Glen will provide guests with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

The notice will be placed in the Pro Shop, as well as online.

Training

Hornby Glen will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.

Individuals in the following positions will be trained: owners, club administration, club professional and pro shop staff.

This training will be provided to staff within 6 months of hiring. Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard;
• Hornby Glen’s plan related to the customer service standard;
• How to interact and communicate with people with various types of disabilities; and
• How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person.

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

Feedback Process

Customers who wish to provide feedback on the way Hornby Glen Golf Course provides goods and services to people with disabilities can let us know via email (admin@hornbyglen.com) or verbally. All feedback, including complaints, will be reviewed and responded to within 7 days.

Notice of Availability

A copy of Hornby Glen’s Accessible Customer Service Plan will be made available to persons with a disability upon request. Copies of documents or the information contained within a document provided to a person with a disability will be provided in a format that takes into account the person’s disability.