Accessibility for Ontarians with Disabilities Act (AODA)


What is AODA?

AODA stands for Accessibility for Ontarians with Disabilities Act (2005). The goal of this Act is to make Ontario accessible by 2025 through the development of accessibility standards. The first standard set out in the legislation was the Customer Service Standard which came into effect on January 1, 2008. All businesses and organizations had to comply with the standard by January 1, 2012.
In the coming years, businesses will see specific regulations covering:
Accessible Information and Communication
Addresses access to information in person, through print, or website

Addresses paid employment practices relating to employee-employer relationships e.g., Policies and practices surrounding recruitment and hiring

Accessible Built Environment
Addresses access into and within buildings and outdoor spaces, doors, parking lots, etc.

Transportation (not applicable to Islington) 

Commitment Statements

Customer Service Standard
Islington Golf Club, Limited (Islington Golf Club) is committed to provide customer service which is consistent with the following principles; independence, dignity, integration, and equal opportunity. Islington Golf Club will communicate its policies and procedures pertaining to its Customer Service Standard for providing goods and services to persons with disabilities and will provide where possible accessible formats upon request. See our Customer Service Policy for more detail.

Integrated Accessibility Standard Policy & Multi Year Accessibility Plan

Policy Statement
The purpose of this policy is to set out the requirements of Ontario Regulation 191/11 Integrated Accessibility Standards Regulations (IASR) which reflect a number of accessibility standards that Islington Golf Club is required to meet.
General requirements, Accessibility Plans, Procurement and Training
Accessible Information and Communications Standards
Accessible Employment Standards
Design of Public Spaces Standards 

This policy is not intended to replace or supersede Islington Golf Club’s Accessible Customer Service Policy, required by Ontario Regulation 429/07 and approved on January 1, 2012.  This policy will be implemented in accordance with the time frames established by the IASR.
Statement of Commitment
Islington Golf Club is committed to treating all people in a way that allows them to maintain their dignity and independence.  We believe in integration and equal opportunity. We are committed to meeting the needs of our members and guests 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 (AODA).

Accessible Emergency Information
Islington Golf Club is committed to providing the members and guests with publicly available emergency information in an accessible way upon request. We will also provide employees with disabilities with individualized emergency response information as necessary.
Islington Golf Club will provide training to employees, volunteers and other staff members on Ontario’s accessibility laws and on the Human Rights Code as it relates to disabilities.  The training will be such that best suits the duties of employees, volunteers and other staff members.  The following steps will be taken to ensure employees are provided with the training needed to meet Ontario’s accessible laws by January 1, 2015:
Incorporate relevant training as it relates to people with disabilities during employees mandatory training session
Inform new hires during the orientation of the Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities.
Inform and train, when necessary, changes to the Islington Golf Club’s policies and procedures as it relates to people with disabilities 

Kiosks (Not applicable to Islington Golf Club, Limited)

Accessible Information and Communications Standard

Islington Golf Club is committed to meeting the communication needs of our members and guests with disabilities. To ensure we meet these needs we will consult with them to determine their information and communication requirements.
Accessible Website and Web Content
Islington Golf Club will take the following steps to make all new websites and content on those sites conform to the World Wide Web Consortium Web Content Accessibility Guidelines (WCAG 2.0) initially at Level A by January 1, 2014.
Train in-house web designer or secure services of web designer that is knowledgeable of accessibility.
Assess accessibility of existing website organization and content 

Islington Golf Club, Limited will make all websites and content conform to WCAG 2.0 Level AA by January 1, 2021.
Islington Golf Club will take the following steps to ensure existing feedback processes are accessible to people with disabilities upon request by January 1, 2015.
Create a process to receive and respond to feedback from our members, guests and employees.
Make the feedback process accessible in multiple formats, such as telephone, e-mail, mail and in person. 

Accessible Formats and Communications
Islington Golf Club will take the following steps to make sure all publicly available information is made accessible upon request by January 1, 2016.
Identify all types of communication and services where accessibility regulations apply.
Identify accessibility solutions Islington Golf Club shall use for each type of communication and service identified. 

Accessible Employment Standard

Islington Golf Club is committed to implementing fair and accessible employment practices by January 1, 2016.
We will take the following steps to notify the public and staff that, when requested, Islington Golf Club will accommodate people with disabilities during the recruitment and assessment process and when people are hired.
All hiring processes and documents will be available in different formats upon request. 

Return to Work Process (RTW)
Islington Golf Club will take the following steps to develop and put in place a process for developing individual accommodation plans and return-to-work policies for employees that have been absent due to a disability:
Educate staff on the organization’s policies that support disabilities
Document a return to work process for employees with disabilities 

Performance Management
Islington Golf Club will take the following steps to ensure that accessibility needs of employees with disabilities needs are taken into account if Islington Golf Club, Limited is using performance management, career development and redeployment processes:
Review plan for recruitment policies and procedures
Provide career development and advancement opportunities 

Islington Golf Club will take the following steps to prevent and remove other accessibility barriers identified.
Review and update the accessibility plans in consultation with individuals with disabilities 

Design of Public Spaces Standard

Islington Golf Club will meet the Accessibility Standards for the Design of Public Spaces when building or making major modifications to public spaces. Public spaces may include but not limited to:
Outdoor paths of travel, ramps,
Designated handicap parking spots
Use of elevator for multi-level building
Other service related elements 

Islington Golf Club will put the following procedures in place to prevent service disruption to its accessible parts of its public spaces.
In the event of a service disruption, we will notify our members, guests and employees of the service disruption and alternatives available. 

For more information on this accessibility plan, please contact Dave Fox, General Manager, at:
Phone:  416.231.1114 ext. 206

Accessible formats of this document are available free upon request from Nancy Moniz at

Accessibility Standard for Customer Service

Providing Goods and Services to People with Disabilities

Islington Golf Club is committed to excellence in serving all members and guests, including those individuals with disabilities, and will strive to make everyone’s experience enjoyable.
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 goods or services.
We will communicate with people with disabilities in ways that take into account their disability.
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.
Support Persons
A member and guest with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will be applicable on a per situation basis for admission to Islington Golf Club premises. We will notify members and guests of this through a notice posted on our premises or this information can be requested directly.
Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or any area (clubhouse, golf course, backshop and parking lot areas), of our facilities for customers with disabilities, Islington Golf Club will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be placed:
On all entrances to the clubhouse
At the backshop/starter’s booth
At the golf course office 

Training for Staff
Islington Golf Club will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. 
Individuals in the following positions will be trained:
All Managers
All supervisors
All full-time employees 

This training will be provided to staff after they have completed their three (3) month probationary period.
Training will include:
An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
Islington’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 a support person.
What to do if a person with a disability is having difficulty in accessing Islington Golf Club’s goods and services. 
Staff will also be trained when changes are made to your plan.
Feedback Process
Member and guests who wish to provide feedback on the way Islington Golf Club provides goods and services to people with disabilities can:
Email the General Manager, Dave Fox, at
Provide verbal comment to Manager on duty 

All feedback will be directed to the General Manager. Customers can expect to hear back in three (3) days. Complaints will be addressed according to our organization’s regular complaint management procedures.
Modifications to This or Other Policies
Any policy of Islington Golf Club that does not respect and promote the dignity and independence of people with disabilities will be reviewed and modified or removed, accordingly.