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Customer Service Standards

The Club, like all workplaces in Ontario, is governed by the Persons with Disabilites Act (AODA, 2005).  AODA stands for The Accessibility for Ontarians with Disabilities Act.

The Club is committed to address Customer Service Standards that comply with the Act’s requirements.

  1. Provision of goods and services to persons with disabilities
  2. The use of Assistive Devices by persons with disabilities
  3. The use of Service Animals by persons with disabilities
  4. The use of Support Persons by persons with disabilities
  5. Notice of Service or Facilities Disruptions
  6. Employee training
  7. Feedback process regarding the provision of goods and services to persons with disabilities
  8. Notice of Availability and format of Documents


The University Club of Toronto clubhouse is accessible, but due to its historical designation does not have permanent ramps in place.  Portable ramps are used for purposes of accessing the building and accessing some areas with steps within the building such as on the second floor dining room hall.  

The Club provides washrooms that are handicapped accessible on the basement, first and second floor, and Guest room 7 on the accommodations floor is also handicapped accessible.

Service Animals

Service animals may accompany an individual with a disability wherever they go in the Club.  There may be circumstances where the health and safety of another person is a risk when allowing a service animal into the dining room, for example where someone has severe allergies to animals or in an environment where machinery or other equipment is located that may not be safe for an animal.  In these situations we will accommodate the individual with a disability by providing an alternative where possible, such as an alternate dining room or delivery of service at an alternative time or location.

 Under the AODA Act, an animal is a service animal for a person with a disability

  1. if it is readily apparent that the animal is used by the person for reasons relating to his or her disability, or
  2. if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Support Persons

The University Club will welcome any person with a disability who is accompanied by a support person.  Support persons are permitted entry to events without charge unless they take part in a meal or consumption of services which require a fee, in which case the appropriate charge will be levied. 

Individuals with support persons are requested to inform relevant persons of their participation or attendance.

Under the AODA Act a Support Person means, with relation to a person with a disability, another person who accompanies the individual in order to help with communications, mobility, personal care or other medical needs or with access to goods or services.

Notice of Service or Facilities Disruptions

In the event that temporary service or facility disruptions occur that would limit persons with disabilities from gaining access to parts of the Club, the front desk personnel will post a notice conspicuously and appropriately at the location of the disruption.

Training and proceedures

To create awareness and ensure compliance, AODA customer service training is mandatory for all club employees.  Managers and senior leadership are responsible for ensuring that all employees and contingent workers comply with this policy.

Feedback Process

Feedback about the delivery of the Club’s services to persons with disabilities is welcomed as it may identify areas that require change and assist in continuous service improvement.  Such feedback may be provided by completing the online feedback form (click here).  Feedback may also be provided in person to the General Manager of the Club or by fax at 416-597-2994.

Availability of Documents

All documents required by the Accessibility Standards for Customer Service, including the Club’s AODA policy, notices of temporary disruptions, training and training records and feedback processes are available to Club members upon request subject to the Freedom of Information and Protection of Privacy Act.

A copy of the Club’s policy for accessibility is available at the Front Desk.