Policies, Practices & Procedures - Accessible Customer Service


The mission of the Cambridge Group of Clubs (“CGoC”) is to meet the requirements of the customer service standard provided under AODA.


CGoC strives at all times to provide our services in a way that respects the dignity, independence, integration and equality of all people. We believe in equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner and to ensuring full compliance under the Accessibility for Ontarians with Disabilities Act (AODA) Our goal is to provide services that are accessible and can be effectively used by everyone, including people with disabilities; and to ensure accessibility for our employees and our members/guests that we serve. To achieve this goal, the Accessibility Policy establishes our key objectives to guide our actions as a company. All CGoC employees are expected to support these objectives in accordance with their role and responsibilities. CGoC is committed to the following:

  • Raising awareness of accessibility issues within our company and providing employees with the training they require in order to be able to deliver accessible services.
  • Documenting accessibility features and making information about our services publicly available in accessible forms.
  • Supporting internal and external research and development that will improve the delivery of our services
  • Supporting and contributing to industry standards and guidelines for accessibility.


CGoC’s Accessible Customer Service Plan is to provide accessible and excellent customer service to people with disabilities through the following:

  • Communication
  • Use of Assistive Devices, Support Animals and Support Workers
  • Notice of Disruption
  • Training
  • Feedback Process


Communication is part of how we provide exceptional customer service. Information is usually shared in written, verbal or visual form. People with disabilities will be communicated with in ways that take into account their disabilities. Our communication methods are flexible and should you require alternate formats or methods, please let us know how we can assist. We are committed to providing accessible invoices to all of our members/guests. Any questions that members/guests may have about the content of their invoice will be answered in person, by telephone, email or any other format they require. Invoices may be provided in alternative formats upon request.

Use of Assistive Devices, Service Animals and Support Workers

CGoC allows people with disabilities to bring and use their assistive devices on site. This includes but not limited to, Wheelchairs, Canes or Walkers, White canes, Magnifiers, Oxygen Tanks, Electronic Communication Devices, Service Animals and Support workers. CGoC welcomes people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. Training will be provided to our staff in how to properly interact with people with disabilities who are accompanied by a service animal. Any person with a disability who is accompanied by a support person will be allowed to enter any one of CGoC’s premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises. Fees will not be charged for support persons (e.g. guest fee), for admission to CGoC’s premises, programs or services. Our members/guests are encouraged to advise a staff member of any special needs that we can assist with and we will accommodate accordingly.

Notice of Disruption

At any time, if access to our services are disrupted a notice will be posted online or at the front of the Club as necessary.


CGoC will provide accessibility training to all staff including those who are involved in the development of customer service policies and processes. Training will be provided upon commencement of employment and reviewed annually and/or when policy changes are made.


CGoC is committed to meet all of our member/guest expectations while serving those with disabilities. We encourage and welcome any feedback regarding our services and our ability to meet our member/guest expectations. All feedback will be reviewed and responded to within 10 business days. Feedback can be provided by written or verbal methods including the following:

Email: hr@cambridgegroupofclubs.com
or in Person: 100 Richmond Street West, Suite 401, Toronto, Ontario M5H 3K6
Telephone: 416-363-9454 ext. 2174

Modifications to Policies, Practices and Procedures

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy manual before considering the impact on people with disabilities. Furthermore, any policy that does not respect and promote the dignity and independence of people with disabilities will be modified and removed.