AODA Customer Service Accessibility Policy

Best Western Brantford Hotel & Conference Centre

19 Holiday Drive

Brantford, Ontario N3R 7J4

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Accessible Customer Service Policy

Intent

This policy is intended to meet the requirements of the Accessibility Standards for Customer

Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act,

2005 and applies to the provision of goods and services to the public or other third parties, not

the goods themselves.

All goods and services provided by the BEST WESTERN Brantford Hotel & Conference Centre

shall follow the principles of dignity, independence, integration and equal opportunity.

Scope

a) This policy applies to the provision of goods and services at premises owned and

operated by the BEST WESTERN Brantford Hotel & Conference Centre.

b) This policy applies to employees, volunteers, agents and/or contractors who deal with

the public or other third parties that act on behalf of the BEST WESTERN Brantford

Hotel & Conference Centre, including when the provision of goods and services occurs

off the premises of the BEST WESTERN Brantford Hotel & Conference Centre such as

in: catering, pools, housekeeping and room service.

c) The section of the policy that addresses the use of guide dogs, service animals and

service dogs only applies to the provision of goods and services that take place at

premises owned and operated by the BEST WESTERN Brantford Hotel & Conference

Centre.

d) This policy shall also apply to all persons who participate in the development of the

BEST WESTERN Brantford Hotel & Conference Centre, practices and procedures

governing the provision of goods and services to members of the public or third parties.

Definitions

Assistive Device – is a technical aid, communication device or other instrument that is used to

maintain or improve the functional abilities of people with disabilities. Personal assistive devices

are typically devices that guests bring with them such as a wheelchair, walker or a personal

oxygen tank that might assist in hearing, seeing, communicating, moving, breathing,

remembering and/or reading.

Disability – the term disability as defined by the Accessibility for Ontarians with Disabilities Act,

2005, and the Ontario Human Rights Code, refers to:

 any degree of physical disability, infirmity, malformation or disfigurement that is caused

by bodily injury, birth defect or illness and, without limiting the generality of the foregoing,

includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation,

lack of physical co-ordination, blindness or visual impediment, deafness or hearing

impediment, muteness or speech impediment, or physical reliance on a guide dog or

other animal or on a wheelchair or other remedial appliance or device;

 a condition of mental impairment or a developmental disability;

Best Western Brantford Hotel & Conference Centre

19 Holiday Drive

Brantford, Ontario N3R 7J4

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 a learning disability, or dysfunction in one or more of the processes involved in

understanding or using symbols or spoken language;

 a mental disorder; or

 an injury or disability for which benefits were claimed or received under the insurance

plan established under the Workplace Safety and Insurance Act, 1997.

Guide Dog – is a highly-trained working dog that has been trained at one of the facilities listed in

Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and

increased independence for people who are blind.

Service Animal – as reflected in Ontario Regulation 429/07, an animal is a service animal for a

person with a disability if:

 it is readily apparent that the animal is used by the person for reasons relating to his or

her disability; or

 the person provides a letter from a physician or nurse confirming that the person

requires the animal for reasons relating to the disability.

Service Dog – as reflected in Health Protection and Promotion Act, Ontario Regulation 562 a

dog other than a guide dog for the blind is a service dog if:

 it is readily apparent to an average person that the dog functions as a service dog for a

person with a medical disability; or

 the person who requires the dog can provide on request a letter from a physician or

nurse confirming that the person requires a service dog.

Support Person – as reflected in Ontario Regulation 429/07, a support person means, in relation

to a person with a disability, another person who accompanies him or her in order to help with

communication, mobility, personal care, medical needs or access to goods and services.

General Principles

In accordance with the Accessibility Standards for Customer Service, Ontario Regulation

429/07, this policy addresses the following:

A. The Provision of Goods and Services to Persons with Disabilities

B. The Use of Assistive Devices

C. The Use of Guide Dogs, Service Animals and Service Dogs

D. The Use of Support Persons

E. Notice of Service Disruptions

F. Customer Feedback

G. Training

H. Notice of Availability and Format of Required Documents

A. The Provision of Goods and Services to Persons with Disabilities

The BEST WESTERN Brantford Hotel & Conference Centre will make every reasonable

effort to ensure that its policies, practices and procedures are consistent with the

principles of dignity, independence, integration and equal opportunity by:

Best Western Brantford Hotel & Conference Centre

19 Holiday Drive

Brantford, Ontario N3R 7J4

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 ensuring that all guests receive the same value and quality;

 allowing guests with disabilities to do things in their own ways, at their own pace when

accessing goods and services as long as this does not present a safety risk;

 using alternative methods when possible to ensure that guests with disabilities have

access to the same services, in the same place and in a similar manner;

 taking into account individual needs when providing goods and services; and

 communicating in a manner that takes into account the guest's disability.

B. Assistive Devices

Guest’s own assistive device(s):

Persons with disabilities may use their own assistive devices as required when accessing goods

or services provided by the BEST WESTERN Brantford Hotel & Conference Centre.

In cases where the assistive device presents a safety concern or where accessibility might be

an issue, other measures will be used to ensure the access of goods and services.

Assistive devices provided by the BEST WESTERN Brantford Hotel & Conference Centre

The following assistive devices are available, on a first come first serve basis and upon request,

to assist guests in accessing our goods and services:

 Anti-Slip Rubber Mats

 Bath Benches

 Wheelchairs

Guide Dogs, Service Animals and Service Dogs

A guest with a disability that is accompanied by a guide dog, service animal or service dog will

be allowed access to premises that are open to the public unless otherwise excluded by law.

“No pet” policies do not apply to guide dogs, service animals and/or service dogs.

Food Service Areas:

A guest with a disability that is accompanied by a guide dog or service dog will be allowed

access to food service areas that are open to the public unless otherwise excluded by law.

Other types of service animals are not permitted into food service areas due to the Health

Protection and Promotion Act, Ontario Regulation 562.

Exclusion Guidelines:

If a guide dog, service animal or service dog is excluded by law (see applicable laws below) the

BEST WESTERN Brantford Hotel & Conference Centre will offer alternative methods to enable

the person with a disability to access goods and services, when possible (for example, securing

the animal in a safe location and offering the guidance of an employee).

Applicable Laws:

The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, normally does not

allow animals in places where food is manufactured, prepared, processed, handled, served,

Best Western Brantford Hotel & Conference Centre

19 Holiday Drive

Brantford, Ontario N3R 7J4

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displayed, stored, sold or offered for sale. It does allow guide dogs and service dogs to go into

places where food is served, sold or offered for sale. However, other types of service animals

are not included in this exception.

Dog Owners' Liability Act, Ontario: If there is a conflict between a provision of this Act or of a

regulation under this or any other Act relating to banned breeds (such as pitbulls) and a

provision of a by-law passed by a municipality relating to these breeds, the provision that is

more restrictive in relation to controls or bans on these breeds prevails.

Recognizing a Guide Dog, Service Dog and/or Service Animal:

If it is not readily apparent that the animal is being used by the guest for reasons relating to his

or her disability, the BEST WESTERN Brantford Hotel & Conference Centre may request

verification from the guest.

Verification may include:

 a letter from a physician or nurse confirming that the person requires the animal

for reasons related to the disability;

 a valid identification card signed by the Attorney General of Ontario; or,

 a certificate of training from a recognized guide dog or service animal training

school.

Care and Control of the Animal:

The guest that is accompanied by a guide dog, service dog and/or service animal is responsible

for maintaining care and control of the animal at all time.

Allergies:

If a health and safety concern presents itself, for example in the form of a severe allergy to the

animal, the BEST WESTERN Brantford Hotel & Conference Centre will make all reasonable

efforts to meet the needs of all individuals.

C. Support Persons

If a guest with a disability is accompanied by a support person, the BEST WESTERN Brantford

Hotel & Conference Centre will ensure that both persons are allowed to enter the premises

together and that the guest is not prevented from having access to the support person.

In situations where confidential information might be discussed, consent will be obtained from

the guest, prior to any conversation where confidential information might be discussed.

Admission Fees:

Fees will not be charged for support persons if included as a double occupancy. If they

constitute as a 3

person in the room, a $10.00 per night fee will apply to the BEST WESTERN

Brantford Hotel & Conference Centre guest room.

Best Western Brantford Hotel & Conference Centre

19 Holiday Drive

Brantford, Ontario N3R 7J4

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D. Notice of Disruptions in Service

Service disruptions may occur due to reasons that may or may not be within the control or

knowledge of the BEST WESTERN Brantford Hotel & Conference Centre in the event of any

temporary disruptions to facilities or services that guests with disabilities rely on to access or

use the BEST WESTERN PLUS Brant Park Inn goods or services, reasonable efforts will be

made to provide advanced notice. In some circumstances such as in the situation of unplanned

temporary disruptions, advance notice may not be possible.

Notifications will include:

In the event that a notification needs to be posted the following information will be included

unless it is not readily available or known:

 goods or services that are disrupted or unavailable

 reason for the disruption

 anticipated duration

 a description of alternative services or options

Notifications Options:

When disruptions occur the BEST WESTERN Brantford Hotel & Conference Centre will provide

notice by:

 posting notices in conspicuous places including at the point of disruption, at the main

entrance and the nearest accessible entrance to the service disruption.

 contacting guests with reservations;

 verbally notifying guests when they are making a reservation; or

 by any other method that may be reasonable under the circumstances.

E. Feedback Process

The BEST WESTERN Brantford Hotel & Conference Centre shall provide guests with the

opportunity to provide feedback on the service provided to guests with disabilities. Information

about the feedback process will be readily available to all guests and notice of the process will

be made available at the front desk of the property. Feedback forms along with alternate

methods of providing feedback such as verbally (in person or by telephone) or written (hand

written, delivered, website or email), will be available upon request.

Submitting Feedback:

Guests can submit feedback to:

Joanne Brooks-Calhau General Manager

519-753-8652 ext. 176

19 Holiday Drive

Brantford, Ontario N3R 7J4

joanne@bestwesternbrantford.com

Best Western Brantford Hotel & Conference Centre

19 Holiday Drive

Brantford, Ontario N3R 7J4

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www.bestwesternbrantford.com

Guests who wish to provide feedback by completing an onsite customer feedback form or

verbally can do so to any BEST WESTERN Brantford Hotel & Conference Centre manager.

Guests that provide formal feedback will receive acknowledgement of their feedback, along with

any resulting actions based on concerns or complaints that were submitted.

F. Training

Training will be provided to:

a) all employees, volunteers, agents and/or contractors who deal with the public or other

third parties that act on behalf of the BEST WESTERN PLUS Brant Park Inn for

example: caterers, concierge, valet attendants, bell services, health club staff, lifeguards,

housekeeping, gift shop and other vendors.

b) those who are involved in the development and approval of customer service policies,

practices and procedures.

Training Provisions:

As reflected in Ontario Regulation 429/07, regardless of the format, training will cover the

following:

 A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.

 A review of the requirements of the Accessibility Standards for Customer Service,

Ontario Regulation 429/07.

 Instructions on how to interact and communicate with people with various types of

disabilities.

 Instructions on how to interact with people with disabilities who:

o use assistive devices;

o require the assistance of a guide dog, service dog or other service animal; or

o require the use of a support person (including the handling of admission fees).

 Instructions on how to use equipment or devices that are available at our premises or

that we provide that may help people with disabilities.

 The BEST WESTERN Brantford Hotel & Conference Centre policies, procedures and

practices pertaining to providing accessible customer service to guests with disabilities.

Training Schedule:

The BEST WESTERN Brantford Hotel & Conference Centre will provide training as soon as

practicable. Training will be provided to new employees, volunteers, agents and/or contractor

who deal with the public or act on our behalf. Revised training will be provided in the event of

changes to legislation, procedures and/or practices.

Best Western Brantford Hotel & Conference Centre

19 Holiday Drive

Brantford, Ontario N3R 7J4

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Record of Training:

The BEST WESTERN Brantford Hotel & Conference Centre will keep a record of training that

includes the dates training was provided and the number of employees who attended the

training.

G. Notice of Availability and Format of Documents

The BEST WESTERN Brantford Hotel & Conference Centre shall notify guests that the

documents related to the Accessibility Standards for Customer Service are available upon

request and in a format that takes into account the guest's disability. Available formats include

printed material. Notification will be given by posting the information at a conspicuous place

owned and operated by the BEST WESTERN Brantford Hotel & Conference Centre or any

other reasonable method.

Administration

If you have any questions or concerns about this policy or its related procedures please contact:

Joanne Brooks-Calhau General Manager

519-753-8652 ext. 176

19 Holiday Drive

Brantford, Ontario N3R 7J4

joanne@bestwesternbrantford.com

www.bestwesternbrantford.com

This policy and its related procedures will be reviewed as required in the event of legislative

changes.

Best Western Brantford Hotel & Conference Centre

19 Holiday Drive

Brantford, Ontario N3R 7J4

Page 8 of 8

Acknowledgement & Agreement

I acknowledge that I have read and understand the Accessibility Standards for Customer

Service Policy of the BEST WESTERN Brantford Hotel & Conference Centre. Further, I agree

to adhere to this Policy and will ensure that employees working under my direction adhere to

these guiding principles. I understand that if I violate this Policy, I may face corrective action, up

to and including termination of employment.

Name: ____________________________________

Signature: ____________________________________

Date: ____________________________________

Witness: ____________________________________

Referenced Documents:

 Accessibility for Ontarians with Disabilities Act, 2005

 Accessibility Standards for Customer Service, Ontario Regulation 429/07

 Blind Person’s Rights Act, 1990

 Dog Owners' Liability Act, Ontario

 Health Protection and Promotion Act, Ontario Regulation 562

 Ontario Human Rights Code, 1990