Accessibility Statement

The goal of Ontario’s Accessibility with Disabilities Act (2005) is to make Ontario accessible for people with disabilities by 2025. The Customer Service Standard (the first of five that will be implemented), effective January 1, 2012, applies to all organizations (public, private, non-profit) in Ontario with at least one employee. For the Customer Service Standard we must:

Create policies, practices, and procedures
Make reasonable efforts to ensure these are consistent with principles of independence, dignity, integration, and equality of opportunity
Train staff and volunteers who interact with the public or who develop policies, practices, and procedures

Providing services to people with disabilities

Billie Bear Resort is committed to excellence in serving all customers including people with disabilities.

Assistive devices

Given our rustic setting and rough terrain, we will include information on access to cottages on our website and respond in detail to any questions to allow people using assistive devices to decide whether they find the accommodation suitable.

Communication

We will communicate with people with disabilities in ways that take into account their disability.

Service animals

Billie Bear Resort’s “no pets” policy does not apply to service animals, which are allowed on the parts of our premises that are open to the public.

Support persons

A support person accompanying a person with a disability is welcome on the same basis as any resort guest. The rule on cottage capacity applies, and any extra accommodation required is charged at the regular rate. We will notify our guests of this through the annual guest newsletter and on our website.

Training

Billie Bear Resort will provide training to employees, volunteers, and others who deal with the public.

Individuals in the following positions will be trained:

seasonal staff members (spring staff orientation)
Billie Bear Lakeside Community Club members (handout at the spring General Meeting)

Training will include:

an overview of the Accessibility for Ontarians with Disabilities Act (2005) and the requirements of the customer service standard;
Billie Bear Resort’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 our services.

Staff members will also be trained regarding any changes that are made to our customer service plan.

Feedback process

Guests who wish to provide feedback on the way Billie Bear Resort provides services to people with disabilities may do so through the general guest survey distributed to all guests (available online or in printed form at the office), in person, by email message, by phone, or by written communication.

All feedback, including complaints, will be referred to the Board of Directors of the Billie Bear Lakeside Community Club. Guests can expect a reply within three weeks.

Modifications to this or other policies

Any policy of Billie Bear Resort that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

CUSTOMER SERVICE STANDARD – ACCESSIBILITY WITH DISABILITIES ACT

We're Committed to Easy Access for Everyone

Billie Bear Lakeside Community Club Customer Service Policy

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