Integrated Accessibility Standards Multi-Year Policy
The following policy has been established by Golf Town. to govern the provision of services with Regulation 191/11, “Integrated Accessibility Standards” (“Regulation”) under the Accessibility for Ontarians with Disabilities Act, 2005.
These standards are developed to break down barriers and increase accessibility for persons with disabilities in the areas of information and communications and employment.
Golf Town is governed by this policy as well as the Accessibility Standards for Customer Service Policy and the Accessibility for Ontarians with Disabilities Act, 2005 in meeting the accessibility needs of persons with disabilities.
Golf Town Limited promotes the growth, enthusiasm and enjoyment of golf by providing an unsurpassed retail experience and passionate customer service. We are committed to excellence in serving all customers including people with disabilities. Total customer satisfaction is our mission.
In fulfilling our mission, Golf Town Limited is committed to providing its goods and services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods and services and allowing them to benefit from the same services, in the same place and in a similar way as other customers. We are committed to meeting the needs of persons with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act. This policy will be implemented in accordance with the time frames established by the Regulation.
Golf Town will develop, maintain and document an Accessibility Plan outlining the Company’s strategy to prevent and remove barriers from its workplace and to improve opportunities for persons with disabilities.
The Accessibility Plan will be reviewed and updated at least once every five years, and will be posted on the Company’s website. Upon request, Golf Town will provide a copy of the Accessibility Plan in an accessible format.
We are committed to providing fully accessible telephone service to our customers. We will train associates to communication with customers over the telephone in plain language and to speak clearly
We will offer to communicate with customers by e-mail if telephone communication is not suitable to their communication needs or is not available.
Persons with disabilities may use assistive devices as required in accessing goods and/or services at Golf Town Limited. We will ensure that our associates are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods and services.
We are committed to providing accessible invoices to all of our customers. For this reason, invoices will be provided in alternative formats upon request.
We will answer any questions customers may have about the content of the invoice in person, by telephone or e-mail.
We are committed to welcoming people with disabilities who are accompanied by a service animal on parts of our premises that are open to the public and other third parties. While visiting Golf Town Limited, it is the responsibility of the person with a service animal to maintain control and care of the animal at all times.
If it is not readily apparent that the animal is being used for reasons relating to their disability, Golf Town Limited may request verification.
Golf Town Limited is committed to welcome people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter Golf Town Limited's premises with their support person and at no time be prevented from having access to his or her support person will on our premises.
Golf Town Limited will make reasonable effort to provide customers with notice in the event of a disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. We will not be able to give adequate notice in case of an emergency temporary disruption. This notice will be posted at the entrance and the service counter of the affected location.
Golf Town will have consideration for accessibility when designing, procuring or acquiring our self-serve kiosks to better serve persons with disabilities. Self-service kiosks are not offered at the Company.
Golf Town Limited will provide training to all associates to whom this policy applies to as required by the Accessibility Standards for Customer Service. This training will be provided to associates as part of orientation training for new hires and on a continuing basis as required.
The amount, timing and format of training will depend on the person's interaction with customers. A record of training received by associates will be kept at the Golf Town Limited Store Support Centre.
Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- Golf Town Limited'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 support person
- How to use equipment available on-site or otherwise that may help with providing goods or services to people with disabilities
- What to do if a person with a disabilities is having difficult in accessing Golf Town Limited's goods and services
Golf Town will continue to ensure that its process for receiving and responding to feedback is accessible to persons with disabilities by providing, or arranging for the provision of, accessible formats and communications supports, upon request.
Upon request, Golf Town will provide, or will arrange for the provision of accessible formats and communication supports for persons with disabilities in a timely manner that takes into account the person’s accessibility needs due to disability.
Golf Town will consult with the person making the request in determining the suitability of an accessible format or communication support.
Golf Town will also notify the public about the availability of accessible formats and communication supports.
Golf Town will ensure that our Internet websites, including web content, conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG) 2.0, at Level AA except where this is impracticable.
Golf Town will notify its Employees and the public about the availability of accommodation for applicants with disabilities in its recruitment process.
Golf Town will notify job applicants, when they are individually selected to participate further in an assessment or selection process that accommodations are available upon request in relation to the materials or processes to be used.
If a selected applicant requests an accommodation, Golf Town will consult with the applicant and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.
When making offers of employment, Golf Town will notify the successful applicant of its policies for accommodating Employees with disabilities.
Golf Town will continue to inform its Employees of its policies (and any updates to those policies) used to support Employees with disabilities, including policies on the provision of job accommodations that take into account an Employee’s accessibility needs due to disability. This information will be provided to new Employees as soon as practical after commencing employment.
Upon the request of an Employee with a disability, Golf Town will consult with the Employee to provide, or arrange for the provision of, accessible formats and communication supports for information that is needed to perform their job, and information that is generally available to other Employees.
In determining the suitability of an accessible format or communication support, Golf Town will consult with the Employee making the request.
Golf Town will provide individualized workplace emergency response information to Employees who have a disability, if the disability is such that the individualized information is necessary, and if Golf Town is aware of the need for accommodation due to the Employee’s disability. Golf Town will provide this information as soon as practical after becoming aware of the need for accommodation.
Where the Employee requires assistance, Golf Town will, with the consent of the Employee, provide the workplace emergency response information to the person designated by Golf Town to provide assistance to the Employee.
Golf Town will review the individualized workplace emergency response information when the Employee moves to a different location in the organization, when the Employee’s overall accommodation needs or plans are reviewed.
Golf Town will maintain a written process for the development of documented individual accommodation plans for Employees with disabilities. If requested, information regarding accessible formats and communications supports provided will also be included in individual accommodation plans. In addition, the plans will include individualized workplace emergency response information (where required), and will identify any other accommodation that is to be provided.
Golf Town maintains a documented return to work process for its Employees who have been absent from work due to a disability and who require disability-related accommodations in order to return to work. The return to work process outlines the steps Golf Town will take to facilitate the return to work and will include documented individual accommodation plans as part of the process. This return to work process will not replace or override any other return to work process created by or under any other statute (ie., the Workplace Safety Insurance Act, 1997).
Golf Town will take into account the accessibility needs of Employees with disabilities, as well as individual accommodation plans, when conducting performance management, providing career development and advancement to Employees, or when redeploying Employees.
This policy has been developed to break down barriers and increase accessibility for persons with disabilities in the areas of information and communications and employment. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation will be provided by:
Nethaya Sonethasack, Governance and Regulations Manager
7777 Weston Road, Suite 800 Woodbridge, ON L4S 0G9
1-866-479-0343 ext. 2910
A copy of this policy is available upon request. If you are interested in knowing more about our guiding principles and related documents this policy is compliant with please see the following:
Last Updated: December 21, 2022