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Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

Columbus Centre/Villa Charities is committed to excellence in serving all customers including people with disabilities.

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 or services.

Communication

Columbus Centre/Villa Charities will communicate with people with disabilities in ways that take into account their disability. This means staff will communicate in a means that enables persons with disabilities to communicate effectively for purposes of using, receiving and requesting Columbus Centre/Villa Charities goods, services and facilities.

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 required to be accompanied by a support person will be allowed to have that person accompany them on our premises.

Fees will not be charged for support persons; however, please be informed that support persons will not be able to participate in services or facilities which require fee for service – i.e. may only use the athletics facility if they have purchased an athletics membership

We will notify customers of this policy on our organization’s website. Updated September 2016

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, i.e. Restaurant, Caffe, Athletics Facility, Art Gallery etc., Columbus Centre/Villa Charities will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, anticipated length of time, and a description of alternative facilities or services, if available.

The notice will be placed at the entranceways of the Columbus Centre as well as outside the service area affected and depending on the nature of the disruption, on our organization’s website.

Training

Beginning in January 2016, Columbus Centre/Villa Charities 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:

Managers/Supervisors, reception, office administration, daycare staff, restaurant/catering staff athletics instructors, cultural arts instructors and foundation staff.

This training will be provided to staff during their orientation within the first week of employment.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • Columbus Centre/Villa Charities’ 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 equipment or devices available on-site or otherwise that may assist with providing goods or services to people with disabilities
  • What to do if a person with a disability is having difficulty in accessing Columbus Centre/Villa Charities’ goods and services

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 Columbus Centre/Villa Charities provides goods and services to people with disabilities can e-mail nstathis@villacharities.com.

All feedback, including complaints, will be addressed by Nicky Stathis, HR Administrator. Customers can expect to hear back in 5-10 business days. Updated September 2016

Notice of Availability

Columbus Centre/Villa Charities will notify the public that our policies are available upon request by making this information available to the public, by posting it on our website and posting a notice at the entrances of the building.

Modifications to this or other Policies

Any policy of Columbus Centre/Villa Charities that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.