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Accessibility Standard for Customer Service

Providing Goods and Services to People with Disabilities:

  • The Kitchener Waterloo Gymnastics Club (KWGC)is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.

  • KWGC understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.

  • We are committed to complying with both thee Ontario Human Rights Code and the AODA.

  • KWGC is committed to excellence in serving all customers including people with disabilities.

  • Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.

Accessibility Standard

1. Assistive Devices

  • We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.

  • In cases where the assistive device presents a significant and unavoidable health or safety concern or may not be permitted for other reasons, other measures will be used to ensure the person with a disability can access our goods, services or facilities.


2. Communication

  • We will communicate with people with disabilities in ways that take into account their disability.


3. 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.

  • When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.


4. 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. 

  • Support persons are required to pay the annual insurance fee.  No other fees will be imposed.

  • We will notify customers of this through a posted notice in our facility and on our website.

  • In certain cases KWGC might require a person with a disability to be accompanied by a support person for the health or safety reasons of:

    1. The person with a disability

    2. Others on the premises.

  • Before making that decision we will:

    1. Consult with the person with a disability to understand their needs

    2. Consider health or safety reasons based on available evidence

    3. Determine if there is no other reasonable way to protect the health or safety of the person or others on the premises.


5. Notice of Temporary Disruption

  • In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, the KWGC will notify customers promptly through social media, notices posted at the facility, a message on our telephone and on our website. 

  • Notification will include information on the reason for the disruption, the anticipated length of time of the disruption and a description of alternate services, if available.


6. Training for Staff

  • We will provide training to employees, volunteers and others who deal with the public within 30 days of hire.  This includes:

  • Administrative Staff

  • Coaches and Coaches in Training

  • Members of the Board of Directors

  • Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and requirements of the customer service standard.

  • A review of KWGC’s 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

  • What to do if a person with a disability is having difficulty in accessing KWGC’s services.

  • Any updates to the Act or KWGC’s service standard.

7. Feedback Process

  • Customers who wish to provide feedback on the way we provide service to people with disabilities can do so verbally at the front desk, by telephone, e-mail or customer feedback cards located in the lobby.

  • All feedback will be directed to the Executive Director.

  • Customers can expect to hear back within 72 hours of receipt of their feedback.

  • Complaints will be addressed according to our organizations regular complaint management procedures.

8. Modifications To This or Other Policies

  • Any KWGC policy that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

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