Accessibility for Ontarians with Disabilities

National Club Policy

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 and plain language to speak clearly and slowly.
3. Assistive Devices
   • We will insure that our employees are trained and familiar with various assistive devices that maybe used by Members and guest with disabilities while accessing our facilities.
   • We will also ensure our employees know how to use and deal with 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 will be allowed to enter the National Club premises with his or her support person.  At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
      
4. Notice of temporary disruptions
   The National Club will provide Members and guests with notice in the event of a planned or unexpected disruption in the facilities, that may effect 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 other 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 process
   The goal of the National Club is to meet and surpass member expectations while serving 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 by:
   • Via email to the General Manager/COO - Bill Morari  [email protected]
   • Via phone to the General Manager/COO - 416-364-3247 ext 235
   • Via 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 five business days of receipt.
      
7. 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 the requirements of Act, within the limitations that a 100+ year old heritage building will allow.
    
8. 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.
    
   The following procedures required under the AODA that should be adhered to at all times to ensure all persons in the Club are treated equally and have proper access to our facilities.