AODA - Integrated Accessibility Standards Regulation (IASR) Customer Service Policy
Aquatics Academy Inc. (“Aquatics Academy”) is committed to providing a barrier-free environment for all stakeholders including our clients/customers, employees, job applicants, suppliers, and any visitors who may enter our premises, access our information, or use our services. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act (2005), and its associated standards and regulations.
Aquatics Academy understands that we have a responsibility for ensuring a safe, dignified, and welcoming environment for everyone. We are committed to ensuring our organization's compliance by incorporating accessibility legislation into our policies, procedures, equipment requirements, training, and best practices. We will review these policies and practices annually, as organizational changes occur, or in anticipation of compliance deadlines. In addition, we will strive to meet the needs of individuals with disabilities in a timely and effective manner.
This policy is intended to meet the requirements of the Customer Service Standards included in the Integrated Accessibility Standards under the Accessibility for Ontarians with Disabilities Act, 2005. It applies to the provision of goods and services to the public or other third parties, not to the goods themselves.
All goods and services provided by Aquatics Academy shall follow the principles of dignity, independence, integration and equal opportunity.
Disability – The term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:
Guide Dog – Is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons' Rights
Act, to provide mobility, safety and increased independence for people who are blind.
Service Animal – an animal is a service animal for a person with a disability if:
1. the animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, as a result of visual indicators such as the vest or harness worn by the animal; or
2. The person provides documentation from regulated health professionals confirming that the person requires the animal for reasons relating to the disability:
Service Dog – As reflected in the Health Protection and Promotion Act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:
Support Person – a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.
Aquatics Academy will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:
Customer's Own Assistive Device(s)
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Aquatics Academy.
In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services. Aquatics Academy does not provide any assistive devices at any of its facilities. Any person requiring an assistive device is responsible for bringing their own.
A customer with a disability that is accompanied by a guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. "No pet" policies do not apply to guide dogs, service animals and/or service dogs.
Any customer of Aquatics Academy, who may require so is permitted to be accompanied by his or her guide dog or service animal in all areas that are open to the public. Service animals are not allowed inside the pool, or within 6 feet of the pool, within any facility. Aquatics Academy will take reasonable measures to ensure the customer has access to the pool as required while maintaining a secure place for the service animal to wait.
If there is a health and safety concern for another person, such as a severe allergy to the service animal, all reasonable efforts to meet the needs of all individuals will be made, including creating distance between the two individuals or eliminating in-person contact.
Recognizing a Guide Dog, Service Dog and/or Service Animal:
If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, Aquatics Academy may request verification from the customer.
Care and Control of the Animal:
The customer who is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all times.
If a customer with a disability is accompanied by a support person, Aquatics Academy will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.
In situations where confidential information might be discussed, consent will be obtained from the customer, prior to any conversation where confidential information might be discussed.
Where Aquatics Academy requires a support person to accompany a person with a disability, and where the person with a disability has agreed to the accompaniment, Aquatics Academy will not charge the support persons any fees or fares.
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Aquatics Academy. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use Aquatics Academy goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.
Notifications will include:
In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:
When disruptions occur Aquatics Academy will provide notice by:
Aquatics Academy shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be made available by email or postings at our facilities. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (handwritten, delivered, website or email), will be available upon request.
Customers can submit feedback to:
Customers who wish to provide feedback by completing an onsite customer feedback form or verbally can do so to any Aquatics Academy employee.
Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
Training will be provided to:
Regardless of the format, training will cover the following:
Aquatics Academy will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents and/or contractors. Revised training will be provided in the event of changes to legislation, procedures, policies, and/or practices.
Record of Training
Aquatics Academy will keep a record of training that includes the dates training was provided and the number of employees who attended the training. All employees will have a record of training in their employee records.
Aquatics Academy shall notify customers that the documents related to the Customer Service Standards are available upon request and in a format that takes into account the customer's disability. Notification will be given by posting the information in a conspicuous place owned and operated by Aquatics Academy, the company website and/or any other reasonable method.
If you have any questions or concerns about this policy or its related procedures please contact:
This policy and its related procedures will be reviewed as required in the event of legislative changes or changes to company procedures.
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