Accessibility

Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

Harmony Creek Golf Centre is committed to excellence in serving all customers including people with disabilities and guests. Upon request, we will make a reasonable effort to accommodate the needs of any customer. If the customer’s needs cannot be accommodated we will ask how we can better serve them in the future.

Accessibility of Business Information

Any inquiries pertaining to the goods and services that Harmony Creek Golf Centre offers can be retrieved as follows:

1. By Telephone 905-433-0211/905-433-1684
2. By Website www.harmonycreekgolf.com
3. By Email info@harmonycreekgolf.com
4. By Fax 905-433-7996
5. In Person – 1000 Bloor Street East, Oshawa, Ontario L1H 8S1
6. If a customer doesn’t have a screen reader or can’t access our website for information they can call the facility and obtain information over the phone. There are up to 3 managers and a minimum of 2 employees during the regular season that can assist with all customer inquiries.

Accessibility To and Inside the Clubhouse:

An accessible washroom is located on the main level of the building close to the restaurant/bar and banquet hall.

An elevator with bell is located on the ground level and management/staff is readily available to assist any patrons who need accessibility to the main level.

Assistive Devices

We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods and services. All assistive devices are allowed on premises.   The management and/or its employees will assist customers with access to the building and/or on the premises.

Parking spaces identified by wheelchair symbols are located on the west side upon entering the parking lot and on the northwest side of the clubhouse just outside the pro shop. Spaces are readily available.

Definitions

Assistive Device is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Disability – the term disability as defined by the Accessibility for Ontarians with Disabilities Act 2005, and the Ontario Human Rights Code refers to:

• Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
• a condition of mental impairment or a developmental disability;
• a learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
• a mental disorder; or
• an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.

Communication

We will communicate with people with disabilities in ways that take into account their disability

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 except in the kitchen.

Support Persons Policy

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. We welcome support persons to our business. Fees for support persons are as follows:

-On the Golf Course:

-In the Clubhouse:

*We will notify customers of any fees pertaining to Golf, Driving Range, Mini Putt and related Golf Services through notices posted on the website or in the Pro Shop.

*All fees pertaining to Restaurant and Bar Services are disclosed in Menus in the Lounge and Function Pricing is posted on the website or are available as packages in the Catering Office. Copies of menus and prices are always available for distribution. Please contact the on-site coordinator or staff.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, Harmony Creek Golf Centre Ltd. will notify customers promptly.   If for any reason, the elevator and/or accessible washroom require repair or would be temporarily out of service, or if any other service within the business would be disrupted, a notice will be posted at the entrance door to the business, on the website, and in high traffic areas, such as the pro shop. Also, staff is trained to verbally advise any patrons of any unavailability of accessible services. In addition to this clearly posted notice, the following will also be disclosed:

1. The reason for the disruption
2. How long the service will be unavailable
3. A description of alternative facilities or services, if available
4. Message explaining items a,b and c listed above on the telephone voicemail

Training

Harmony Creek Golf Centre 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:

-management, administrative staff, pro shop staff and serving staff

This training will be provided to staff within 2 weeks of the hiring date.

Training will include:

-An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard

-Harmony Creek Golf Centre’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

-How to use the elevator and show the location of the accessible washroom available on-site that may help with providing goods and services to people with disabilities

-What to do if a person with a disability is having difficulty in accessing Harmony Creek Golf Centre’s goods and services

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

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 Harmony Creek Golf Centre provides goods and services to people with disabilities can be submitted as follows:

-in writing via email (info@harmonycreekgolf.com)

-by telephone (905-433-0211/905-433-1684)

-in person

All feedback, including complaints, will be reviewed and responded to.

Customers can expect to hear back in 7 days.

Notice of Availability

The Harmony Creek Golf Centre will notify the public that our policies are available upon request by putting the information online and having it available in the Pro Shop.

Modifications to this or other policies

Any policy of Harmony Creek Golf Centre that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.