Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

The principals and staff of Osprey Valley are committed to excellence in serving all customers including people with disabilities. This service will include integration, equality of opportunity and dignity.

Assistive Devices
We will ensure that our staff receive training and are familiar with various assistive devices we have on site or that we provide 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 person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will not be charged for support persons if they are not participating.

We will notify customers of this by posting a notice on our website and on our public notice board.

Notice of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities we 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.

Services and or facilities include washrooms and access ramps. The notice will be made publicly available on our website and at the site of disruption.

Osprey Valley will provide accessible customer service training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services.
New Staff will be trained on Accessible Customer Service within two weeks of being hired. Existing Staff will be trained by May 31st  2014.

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • Osprey Valley'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.
  • How to use the equipment or devices 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 disability is having difficulty in accessing any area of the premises.

Staff will also be trained when changes are made to our accessible customer service plan.

Feedback Process
Customers who wish to provide feedback on the way Osprey Valley provides goods and services to people with disabilities can provide feedback in the following way(s):

  • Through email -
  • In person with any of our client service personnel.

Addressing Feedback
All feedback, including complaints, will be handled in the following manner: Access our policy and handling of the situation. Address the situation with employees and the customer providing feedback to ensure our compliance and compassion. Customers providing feedback can expect to hear back within 2 business days.

Notice of Availability
Osprey Valley will notify the public that our documents related to accessible customer service, are available upon request by posting a notice on our website and our public notice board.

Any policy, practice or procedure of Osprey Valley that does not respect and promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.

The principals and staff of Osprey Valley are committed to excellence in serving all customers including people with disabilities.