Miller Golf Printing & Supply Limited
Providing Goods and Services to People with Disabilities
Miller Golf of London is committed to excellence in serving all customers including people with disabilities.
We will ensure that our staff is trained and familiar with the 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.
At present Miller Golf does not have any on-site assistive devices.
For devices requiring ground level entry such as Wheelchairs - access through ground level shipping door or main entrance with physical assistance over curbs are recommended.
We will communicate with people with disabilities in ways that take into account their disability.
Visual communication methods – e-mail, web site, fax, letter
Audio communication by phone
Access to services – on site
Wheelchair access to Miller Golf is best achieved through the ground level shipping door. In some instances wheelchair users can use the main entrance but they may require assistance over curbs.
Blind persons – staff may lead them at their request.
Persons with limited mobility (using canes, walkers, crutches etc.) – staff may lend assistance if requested by the person.
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.
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
Notice of temporary disruption
For access to the premises a notice will be posted at the main entrance.
For disruption to on-line information, a phone call or e-mail will be sent out to any person known to be expecting to access our services during the time of interruption if possible.
If possible the notice will convey the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
For sudden unexpected disruption notice may not be possible.
Miller Golf of London will provide training to employees who deal with the public or other third parties on our behalf.
Individuals in the following positions will be trained:
Customer Service Personnel & Management
This training will be provided to staff within 3 months of hire.
Training will include:
An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
The act focuses on these points:
1. The goods or services of our company must be provided in a manner that respects the dignity and independence of persons with disabilities.
2. The provision of goods or services to persons with disabilities and others must be integrated unless an alternate measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the goods or services.
3. Persons with disabilities must be given an opportunity equal to that given to others to obtain, use and benefit from the goods or services.
Our policy is to treat them as customers and clients who are as valued and as deserving of effective and full service as any other customer. We do not treat people with disabilities as an afterthought or force them to accept lesser service, quality or convenience. However our service and accommodation level can only be as good as our resources allow. Many accommodations involving persons with disabilities will need to be crafted to suit the individual’s particular situation. Assumptions should not be made as to what their needs will be. This information should come from the individual.
What does the principle of integration mean?
Integrated services are those that allow people with disabilities to fully benefit from the same services, in the same place and in the same or similar way as other customers. Integration means that policies, practices and procedures are designed to be accessible to everyone including people with disabilities.
Sometimes integration does not serve the needs of all people with disabilities. In these cases it is necessary to use alternate measures to provide goods or services.
What must I do when communicating?
Customer Service Standard
3. (4) When communicating with a person with a disability, a provider shall do so in a manner that takes into account the person's disability.
Communication is a process of providing, sending, receiving and understanding information. This section of the regulation is a specific requirement to communicate with an individual with a disability in a way that takes the person's disability into account. This means that you must consider how the disability affects the way that the person expresses, receives or processes communications. The goal is to communicate in an effective way.
Taking someone's disability into account requires you to take that particular individual's needs and circumstances into consideration. Don't make assumptions based on his or her disability.
How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person:
Ask the individual if there is any information or special setups or assistance required for them to use their devices. Make them aware of what our capabilities are. Work with them to find the most satisfactory process, given the limitations of what we are able to provide.
Be familiar with what is available to allow communication or interaction.
If a person with a disability is having difficulty in accessing Miller Golf of London’s goods and services, let them know what is available and ask if there is a better method that we can provide, such as reading information to them or changing the font size on a document.
Miller Golf will keep a record of training that includes the dates training was provided and the number of employees who attended the training.
Customers who wish to provide feedback on the way Miller Golf of London provides goods and services to people with disabilities can contact us by: e-mail (firstname.lastname@example.org), verbally in person or by phone (519 473 2876), letter mail, and fax (519 473 9133).
All feedback, including complaints, will be directed to customer service. A complaint will be reviewed or investigated as needed by staff and a response will be given normally within 3 business days.
Modifications to this or other policies
Any policy of Miller Golf that we determine does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
Supplemental Information for Staff
ASSISTIVE DEVICE: – An assistive device is any piece of equipment a person with a disability uses to help them with daily living. Some examples include: a wheelchair, screen reader, listening device or cane.
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 impairment, 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 Person’s 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 a 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 427/07, 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 Miller Golf 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 stakeholders receive the same value and quality;
Allowing all stakeholders 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 stakeholders 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 stakeholders disability.
B. Assistive Devices
GUEST’S OWN ASSISTIVE DEVICES(S):
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by Miller Golf.
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 Miller Golf: none at the present time.
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, Miller Golf may request verification from the guest.
In some circumstances, such as in the situation of unplanned disruptions, advance notice may not be possible.
Miller Golf Printing & Supply Limited