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Accessibility Standard for Customer Service

Providing Goods and Services to People with Disabilities

Brantford Golf & Country Club is committed to excellence in serving all members and guests including those individuals with disabilities and will strive to make everyone’s experience enjoyable.

Assistive devices
We will ensure that our staff is trained and familiar with various assistive devices 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 member and guest with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises. Fees will be applicable on a per situation basis for admission to Brantford Golf & Country Club premises. We will notify members and guests of this through a notice posted on our premises or this information can be requested directly.

Notice of temporary disruption
In the event of a planned or unexpected disruption to services or any area (clubhouse, golf course, back shop and parking lot areas) of our facilities for customers with disabilities, Brantford Golf & Country Club 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. The notice will be placed:

• On all entrances to the clubhouse
• In the Pro Shop
• At the shoe room

Training for staff

Brantford Golf & Country Club will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf.

Individuals in the following positions will be trained:

• All Managers
• All supervisors
• All full-time employees

This training will be provided to staff after they have completed their three (3) month probationary period.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.

• Brantford’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 and 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 Brantford Golf & Country Club’s goods and services.

• Staff will also be trained when changes are made to your plan.

Feedback process

Member and guests who wish to provide feedback on the way Brantford Golf & Country Club provides goods and services to people with disabilities can:

• Email the Office Manager, Alan Banting, at
• Provide verbal comments to Manager/supervisor on duty

The Brantford Golf and Country Club can and will provide the feedback form in any medium/ format required. Please contact Alan Banting at 519 752 3731 ext. 203 or to request a different format than currently posted on our website. All feedback will be directed to the General Manager. Customers can expect to hear back in three (3) days. Complaints will be addressed according to our Club’s regular complaint management procedures.

Accessibility for Ontarian’s with Disability Act Policy Availability

A copy of the Brantford Golf and Country Club’s AODA policy can be found on the Clubs website at http:/ Please contact Alan Banting at 519 752 3731 ext. 203 or to request a printed copy of our policy.

Modifications to this or other polices:

Any policy of Brantford Golf & Country Club that does not respect and promote the dignity and independence of people with disabilities will be reviewed and modified or removed accordingly.