Accessible Customer Service Procedures

Providing Goods and Services to People with Disabilities

The Briars Golf Club is committed to excellence in serving all members/customers including people with disabilities and we will carry out our functions and responsibilities in the following areas:
Our Commitment
The Briars Golf Club strives to provide our products and services in a manner that is accessible to all of our members/customers, and respects the dignity and independence of people with disabilities. We are committed to offering equal opportunity to access our products and services and to providing the benefit of the same services, in the same place and in a similar way to all members/customers.
We will communicate with people with disabilities in ways that take into account their disability. We will train staff who communicate with members/customers on how to interact and communicate with people with various types of disabilities.
Telephone Services
We are committed to providing fully accessible telephone service to our members/customers. We will train staff to communicate with members/customers over the telephone in clear and plain language and to speak clearly and slowly.

Assistive devices
We will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or 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. Admission fees will not be charged for support persons unless participating as an active player on the golf course. We will notify customers of this through a notice posted on our premises.

Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, the Briars Golf Club will notify customers promptly. This clearly posted or emailed notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. 
The notice will be placed on the main bulletin board in the clubhouse and an Email will be sent to all Members.

Training for Staff
The Briars Golf Club will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. All individuals employed to perform duties within the clubhouse will be trained accordingly:
This training will be provided to staff within two weeks after hiring.
Training will include:
  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • The Briars Golf Club’s accessible customer service plan.
  • 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
  • What to do if a person with a disability is having difficulty in accessing The Briars Golf Club’s goods and services
  • Staff will also be trained when changes are made to oour accessible customer service plan.

Feedback Process
Members who wish to provide feedback on the way we provide goods and services to people with disabilities can email Frank Campanelli, General Manager at [email protected]. Customers can expect to hear back 48 hours. Complaints will be addressed according to our organization’s regular complaint procedures.

Modifications to this or other policies
Any policy of the Briars Golf Club that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.