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AODA - Integrated Accessibility Standards Regulation (IASR) Customer Service Policy

This policy is intended to meet the requirements of the Customer Service Standards included in the Integrated Accessibility Standards under the Accessibility for Ontarians with Disabilities Act, 2005. It applies to the provision of goods and services to the public or other third parties, not to the goods themselves.

All goods and services provided by The Boulevard Club shall follow the principles of dignity, independence, integration and equal opportunity.

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 customers 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;
  • 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 :  The Boulevard Club is committed to ensuring that individuals with disabilities are able to bring their service animals onto the parts of our premises that are open to the public. All employees are trained to interact appropriately with individuals with disabilities and their service animals.

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

  • Ensuring that all customers receive the same value and quality;
  • Allowing customers 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 customers 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 customer's disability.

B. The Use of Assistive Devices

Member's and 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 Boulevard Club.

In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services. For example, open flames and oxygen tanks cannot be near one another. Therefore, the accommodation of a customer with an oxygen tank may involve ensuring the customer is in a location that would be considered safe for both the customer and business. Or, where elevators are not present and where an individual requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the customer.

C.The Use of Support Persons
Individuals with disabilities who require a support person are also welcome at The Boulevard Club. They are allowed to bring their support person with them onto the Club's premises, and the support person will not be prevented from providing assistance to the individual with a disability. However, the individual with a disability is responsible for paying for any expenses incurred by their support person, such as food and drinks.

In certain cases, The Boulevard Club may require an individual with a disability to be accompanied by a support person for health or safety reasons. Before making such a decision, the Club will consult with the individual with a disability to understand their needs, consider available evidence for health or safety concerns, and determine if there is no other reasonable way to ensure the safety of the individual or others on the premises.

If The Boulevard Club requires a support person to accompany an individual with a disability, they will waive the admission fee or fare for the support person if one is charged."

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 Boulevard Club. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use The Boulevard Club's goods or services, reasonable efforts will be made to provide advance 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; and
  • A description of alternative services or options.

Notification Options
 When disruptions occur, The Boulevard Club 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 and/or on the The Boulevard Club website;
  • contacting customers with appointments;
  • verbally notifying customers when they are making a reservation or appointment; or
  • by any other method that may be reasonable under the circumstances.

E. Customer Feedback
The Boulevard Club shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be made available on the Club’s website. 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
Customers can submit feedback to:
Liz Mior (416) 532-3341x159
[email protected]
1491 Lake Shore Blvd. W, Toronto, ON M6K 3C2
Customers who wish to provide feedback by completing an onsite customer feedback form or verbally can do so to any The Boulevard Club employee.
Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

Training will be provided to:

  • Every person who is an employee of, or a volunteer with, the provider.
  • Every person who participates in developing the provider’s policies.
  • Every other person who provides goods, services or facilities on behalf of the provider.
Training Provisions
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 Customer Service Standards.
  • Instructions on how to interact and communicate with people with various types of disabilities.
  • Instructions on how to interact with people with disabilities who:
    • use assistive devices;
    • require the assistance of a guide dog, service dog or other service animal; or
    • 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.
  • Instructions on what to do if a person with a disability is having difficulty accessing your services.
  • The Boulevard Club's policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities. 
Training Schedule
The Boulevard Club will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents and/or contractors (insert when such as, during orientation). Revised training will be provided in the event of changes to legislation, procedures, policies, and/or practices.
Record of Training
The Boulevard Club 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 Boulevard Club shall notify customers that the documents related to the Customer Service Standards are available upon request and in a format that takes into account the customer's disability. Notification will be given by posting the information in a conspicuous place owned and operated by The Boulevard Club, the The Boulevard Club's website and/or any other reasonable method.

If you have any questions or concerns about this policy or its related procedures please contact:
Liz Mior (416) 532-3341x159
[email protected]
1491 Lake Shore Blvd. W, Toronto, ON M6K 3C2
This policy and its related procedures will be reviewed as required in the event of legislative changes or changes to company procedures.


AODA – Integrated Accessibility Standards Regulation (IASR) Information and Communications Policy



This policy is intended to meet the requirements of the Integrated Accessibility Standards, Ontario Regulation 191/11 for the Information and Communications Standard set forth under the Accessibility for Ontarians with Disabilities Act, 2005. This policy applies to the provision of information and communications services and materials for people with disabilities.
All information and communications materials and services provided by the Boulevard Club shall follow the principles of dignity, independence, integration and equal opportunity.


Accessible Formats – Include but are not limited to large print, recorded audio and electronic formats, braille and other formats usable by persons with disabilities.
Communication Supports – Include but are not limited to captioning, alternative and augmentative communication supports, plain language, sign language and other supports that facilitate effective communications.
Conversion Ready – An electronic or digital format that facilitates conversion into an acceptable format.
Kiosk – An interactive electronic terminal, including a point-of-sale device, for public use that allows users to access one (1) or more services or products.

General Principles

In accordance with the Integrated Accessibility Standards, Ontario Regulation 191/11, this policy addresses the following:
  1. General Requirements
  2. Feedback Process
  3. Accessible Formats and Communication Supports
  4. Accessible Websites and Web Content
  5. Exceptions
  6. Review

A.General Requirements

General requirements that apply across all of the four (4) standards, Information and Communications, Employment, Transportation and Design of Public Spaces, are outlined as follows.
Establishment of Accessibility Policies and Plans
The Boulevard Club will develop, implement and maintain policies governing how it will achieve accessibility through these requirements.
The Boulevard Club will include a statement of its commitment to meeting the accessibility needs of persons with disabilities in a timely manner in its policies. These documents will be made publicly available in an accessible format, upon request.
The Boulevard Club will establish, implement, maintain and document a multi-year accessibility plan outlining its strategy to prevent and remove barriers and meet its requirements under the IASR. Accessibility plans will be made available in an accessible format, upon request, and will be posted on our website.
The Boulevard Club will review and update its accessibility plan once every five (5) years and will establish, review and update our accessibility plans in consultation with persons with disabilities or an advisory committee. Annual status reports will be prepared that will report on the progress of the steps taken to implement The Boulevard Club’s accessibility plan. This status report will be posted on our website. If requested, the report shall be created in an accessible format.
Procuring or Acquiring Goods and Services, or Facilities
The Boulevard Club will incorporate accessibility criteria and features when procuring or acquiring goods, services or facilities. The only exception is in cases where it is impracticable to do so.
Training Requirements
The Boulevard Club will provide training for its employees and volunteers regarding the IASR and the Ontario Human Rights Code as they pertain to individuals with disabilities. Training will also be provided to individuals who are responsible for developing the Boulevard Club’s policies, and all other persons who provide goods, services or facilities on behalf of the Boulevard Club.
Training will be provided as soon as is reasonably practicable, but no later than January 31, 2015. Training will be provided on an ongoing basis to new employees and as changes to the Boulevard Club’s accessibility policies occur.


The Boulevard Club will maintain records on the training provided, when it was provided and the number of employees that were trained.


B.Feedback Process

The Boulevard Club will ensure that all feedback processes (both internal and external) are made accessible to clients/customers or employees, upon request.
In accordance with the Accessibility Standards for Customer Service, Ontario Regulation 429/07, the Boulevard Club will make the availability of accessible feedback formats publicly known.

C.Accessible Formats and Communication Supports

Unless deemed unconvertible, the Boulevard Club will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities, upon request. Accessible formats and communication supports will be provided in a timely manner and at no additional cost to the individual.
The Boulevard Club will take into account the person’s accessibility needs when customizing individual requests and shall consult with the individual making the request to ensure suitability.
The Boulevard Club will make the availability of accessible formats and communication supports publicly known.

D.Accessible Websites and Web Content

The Boulevard Club will ensure that our website and all web content published after January 1, 2012, conform to the Web Content Accessibility Guidelines (WCAG) 2.0 in accordance with the schedule set out in the IASR.


The Information and Communications Standard does not apply to:
  • Products and product labels;
  • Unconvertible information or communications; or
  • Information that the organization does not control either directly or indirectly through a contractual relationship.

Unconvertible Information or Communications

If it is determined, in consultation with the requesting party, that information or communications are unconvertible, the Boulevard Club will ensure that the individual who made the request is provided with an explanation and a summary of the information.
The Boulevard Club will classify information or communications as unconvertible where:
  • It is not technically practicable to convert; or
  • The technology required to make the conversion is not readily available.

F.Accessibility Plan


The Boulevard Club will:

  • Develop, implement and maintain a multi-year plan which outlines a strategy to prevent and remove barriers, and meet the current and future requirements of the AODA (Accessibility for Ontarians with Disabilities Act)
  • Assess current policies, practices and procedures, premises, access to goods and services, and information and communication systems to identify barriers for persons with disabilities
  • Post the plan on the Club website, and provide all information relating to the plan in alternative formats, upon request
  • Review and update the accessibility plan at least once everyfive years to ensure that it is reflective of The Boulevard Club’s current practices and legislative requirements.