Accessibility for Ontarians with Disabilities

Diversity & Inclusiveness Committee Mandate
To ensure our members, their guests, club management and staff feel welcome and  comfortable at the Club – not merely as passive guests, but as active participants in, and contributors to life at the Club – and the Club has a rich culture that represents our community and the values of our members, in keeping with the Club’s vision, values, and history we hope to identify and remove any barriers to an inclusive experience at the Club.

National Club Policy
The National Club is committed to excellence in serving all Members and guests including people with disabilities and we do this because we are passionate about our members, team, suppliers, and visitors to the Club, and it is the right approach to engaging and welcoming all members of society that want to be part of the rich fabric of the National Club. We do not pursue this goal because of any legal obligation although we adhere to all requirements of the AODA. Based on these principles we outline below our functions and responsibilities in the following areas:
  1. Communication
    We will communicate with people with disabilities in ways that take into account their disability. We will train employees who communicate with Members and guests on how to interact and communicate with people with various types of disabilities.
  2. Telephone Services
    We are committed to providing fully accessible telephone service to our Members and guests.  We will train employees to communicate with Members and guests over the telephone in a clear, steady voice and using plain language.
  3. Assistive Devices
    • We will ensure that our employees are trained and familiar with various assistive devices that may be used by Members and guest with disabilities while accessing our facilities.
    • We will also ensure our employees know how to use and support members and guests using various assistive devices such as, a cane or wheelchair.
    • Any person with a disability who is accompanied by a support person or service animal will be allowed to enter the National Club premises with his or her support person or service animal.  At no time will a person with a disability who is accompanied by a support person or service animal be prevented from having access to their support person or service animal while on our premises.
  4. Notice of temporary disruptions
    The National Club will provide Members and guests with advanced notice, where possible, in the event of a planned or unexpected disruption in the facilities, that may affect persons that are disabled. The notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
  5. Training for employees
    The National Club will provide training to all employees and others who deal with our Members and guests.  The training will include the following:
    • The purposes of Accessibility for Ontarians with Disabilities Act and the requirements of the Customer Service Standards
    • What to do if a person with a disability is having difficulty in accessing our services
    • How to interact with people who use an assistive device or require the assistance of service animal or support person
    • How to communicate with people with various types of disabilities
    • The National Club's policies, practices and procedures relating to AODA Customer Service standards
  6. Feedback processes
    The goal of the National Club is to meet and surpass all members expectations for service, including   members with disabilities.  Comments on our services regarding how well those expectations are being met are welcomed and appreciated.
    Feedback regarding the way The National Club provides services to people with disabilities can be made via:
    •  Email to the General Manager/COO - Bill Morari  [email protected]
    •  Phone to the General Manager/COO - 416-364-3247 ext. 235
    •  Mail - Attn: General Manager/COO - 303 Bay Street, Toronto, ON, M5H 2R1
or in person at the club. It is our goal to reply to feedback within two business days of receipt. 
  1. Modifications to this or other policies
    We are committed to developing Member service polices that respect and promote the dignity and independence of people with disabilities.  We will regularly review our club policies and procedures and training to ensure that we are meeting or exceeding our own expectations and goals, and the requirements of Act, within the limitations that a 100+ year old heritage building will allow.
  2. What is AODA
    The Accessibility for Ontarians with Disability Act, 2005 (AODA) is Provincial Legislation with the purpose of developing, implementing, and enforcing accessibility standards.