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Ottawa

ACCESSIBILITY POLICY

Table of Contents

Accessibility Policy

Notice of Disruptions in Service

  • Notification Options

Feedback Process

Notice of Availability and Format of Documents to Customers

Administration

Definitions

Statement of Commitment

Multi-year Accessibility Plan (AODA) – Ontario

Accessibility Feedback Form

ACCESSIBILITY POLICY

All goods and services provided by Altea Active will follow the principles of dignity, independence, integration, and equal opportunity.

This policy meets the requirements of the customer service standards included in the Integrated Accessibility Standards Regulation under the Accessibility for Ontarians with Disabilities Act, 2005. It applies to the provision of goods and services to the public or other third parties, not to the goods themselves.

The Provision of Goods and Services to Persons with Disabilities
Altea Active 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 customers receive the same value and quality;
  • Allowing customers 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 health and safety risk;
  • Using alternative methods, when possible, to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
  • Taking into account individual accommodation needs when providing goods and services; and
  • Communicating in a manner that takes into account the customer’s disability.
The Use of Assistive Devices

Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by the company.

In cases where the assistive device presents a health and safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services, up to the point of undue hardship.

Alternatively, where elevators are not present and where a customer requires assistive devices for the purposes of mobility, service will be provided in a location that meets the needs of the customer.

Guide Dogs and Service Animals
A customer with a disability who is accompanied by a guide dog or service animal will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs or service animals. Staff may respectfully ask if an animal is a service animal and will not ask the nature of the person’s disability or purpose of the animal.
Food Service Areas
A customer with a disability who is accompanied by guide dog or service animal will be allowed access to food service areas that are open to the public unless otherwise excluded by law. Other types of service animals are only permitted into areas where food is served, sold, or offered for sale due to the Health Protection and Promotion Act, Ontario Regulation 493/17.
Exclusion Guidelines
If a customer’s guide dog or service animal is excluded by law (see applicable laws below), Altea Active will offer alternative methods to enable the person with a disability to access goods and services, when possible. For example, the company might accommodate a customer’s disability by securing the animal in a safe location and offering the assistance of a team member to facilitate the delivery of goods and services.
Applicable Laws
Food Safety and Quality Act, 2001, Ontario Regulation 31/05: Animals not intended for slaughter or to be euthanized are not allowed in any area or room of a meat plant. An exception is made for service dogs to allow them in those areas of a meat plant where food is served, sold, or offered for sale to customers and in those areas that do not contain animals or animal parts and are not used for the receiving, processing, packaging, labelling, shipping, handling, or storing of animals or parts of animals. Dog Owners’ Liability Act, 2005: If there is a conflict between a provision of this legislation or of a regulation under this or any other act relating to banned breeds (such as pit bulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails. Staff will respectfully explain that the service animal must be removed from the public area due to a municipal by-law and make alternate arrangements or provide the service outside the public area.
Recognizing a Guide Dog or Service Animal
If it is not readily apparent that the animal is being used by the customer for reasons relating to their disability, Altea Active may request verification from the customer.
Care and Control of the Animal
The customer who is accompanied by a guide dog or service animal is responsible for maintaining care and control of the animal at all times.
Allergies and Other Health and Safety Concerns
If a health and safety concern presents itself, for example, in the form of a severe allergy to the animal, Altea Active will make all reasonable efforts to meet the needs of all individuals. Pursuant to the company’s obligations under the Human Rights Code and the Occupational Health and Safety Act, each customer’s accommodation needs will be considered on a case-by-case basis, up to the point of undue hardship. Due diligence needs to be paid to address health and safety requirements. For example, if a person’s health and safety could be seriously affected by the presence of a service animal on the premises open to the public, management must fully analyse all options for safely accommodating the service animal. Options could include creating distance between the two individuals to eliminate in-person contact, changing the time the two individuals receive service, or using air purifiers and other measures that could allow the person to use their service animal on the premises. In very exceptional circumstances where a service animal becomes out of control, causing a clear disruption or a threat to the health and safety of others, and the animal’s behaviour is not corrected by the owner, a person with a disability can be asked to remove their service animal from the premises. As a courtesy, particularly if the person and service animal have been in attendance on the premises for a long time, staff may ask whether the animal requires water, may designate an area in which the service animal can relieve itself, or ask whether the staff can be of assistance pertaining to the service animal.
Support Persons
If a customer with a disability is accompanied by a support person, Altea Active will ensure that both persons may enter the premises together and that the customer is not prevented from having access to the support person. There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations, the company will make every reasonable attempt to resolve the issue. In situations where confidential information might be discussed, consent will be obtained from the customer before any potentially confidential information is mentioned.
Admission Fees
Where the company requires a support person to accompany a person with a disability, and where the person with a disability has agreed to the accompaniment, the company will not charge the support person any fees or fares. Support persons will not be required to pay any guest fees to enter our locations when they are attending exclusively to provide support to a member with a disability. The support person will however be required to fill out our digital guest registry upon each visit. The support person is not able to actively participate in any of our activities, or services as they are intended to support the person with a disability.

Notice of Disruptions in Service

Service disruptions may occur for reasons that may or may not be within the control or knowledge of Altea Active. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use goods or services, reasonable efforts will be made to provide advance notice. In some circumstances, such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

If a notification needs to be posted, the following information will be included unless it is not readily available or known:
  • Goods or services that are disrupted or unavailable;
  • Reason for the disruption;
  • Anticipated duration; and
  • A description of alternative services or options.
When disruptions occur, Altea Active will provide notice by:
  • Post notice at the front desk, including at the point of disruption, and the nearest accessible entrance to the service disruption;
  • Depending on the disruption, post on our social media accounts.
  • When possible, contacting members with appointments;
  • When possible, verbally notifying members when they make a reservation or appointment; or
  • By any other method that may be reasonable under the circumstances.

Feedback Process

Altea Active shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be made available on our website. Feedback forms, along with alternate methods of providing feedback verbally (in person or by telephone) or written (handwritten, delivered, website, or e-mail), will be available upon request.

Submitting Feedback

Customers can submit feedback

In person

1660 Carling Avenue
Ottawa, ON
K2A 1C5

Club General Manager

OR

Customer Service Associates (front desk)

By phone613-742-0345
By e-mailottawa@alteaactive.com

Customers who wish to provide feedback by completing an onsite customer feedback form or verbally can do so to any Altea Active team member.

Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

Training

Training will be provided to:

  • Every team member of or a volunteer with Altea Active;
  • Every person who participates in developing the policies of Altea Active; and
  • Every other person who provides goods, services, or facilities on behalf of Altea Active.
Training Provisions
Regardless of the format, training will cover the following:
  • A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005;
  • A review of the requirements of the customer service standards;
  • Instructions on how to interact and communicate with people with various types of disabilities;
  • Instructions on how to interact with people with disabilities who:
    • Use assistive devices;
    • Require the assistance of a guide dog or other service animal; or
    • Require the use of a support person (including the handling of admission fees);
  • Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities;
  • Instructions on what to do if a person with a disability is having difficulty accessing our services; and
  • Policies, procedures, and practices of the company pertaining to providing accessible customer service to customers with disabilities.
Training Schedule
Altea Active will provide training as soon as practicable. Training will be provided to new team members, volunteers, agents, and contractors during on-boarding. Revised training will be provided in the event of changes to legislation, procedures, policies, or practices.
Record of Training
Altea Active will keep a record of training that includes the dates training was provided and the number of team members who attended the training.

Notice of Availability and Format of Documents to Customers

Altea Active shall notify customers that the documents related to the customer service standards are available upon request and in a format that takes into account the customer’s disability. Notification will be given by posting the information in a conspicuous place owned and operated by Altea Active, the website of Altea Active, and any other reasonable method.

Administration

If you have any questions or concerns about this policy or its related procedures, please contact:

Club General Manager

613-742-034525

1660 Carling Avenue

Ottawa, ON

K2A 1C5

ottawa@alteaactive.com

This policy and its related procedures will be reviewed as required in the event of legislative changes or changes to company procedures.

Definitions

Assistive device

A technical aid, communication device, or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them, such as a wheelchair, walker, or a personal oxygen tank, and that might assist in hearing, seeing, communicating, moving, breathing, remembering, or reading.

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 impediment, 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

A highly trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety, and increased independence for people who are blind.

Service animal

A service animal for a person with a disability if:

  1. The animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, as a result of visual indicators such as the vest or harness worn by the animal; or
  2. The person provides documentation from a member of one of the following regulated health professional colleges confirming that the person requires the animal for reasons relating to the disability:
    • College of Audiologists and Speech-Language Pathologists of Ontario;
    • College of Chiropractors of Ontario;
    • College of Nurses of Ontario;
    • College of Occupational Therapists of Ontario;
    • College of Optometrists of Ontario;
    • College of Physicians and Surgeons of Ontario;
    • College of Physiotherapists of Ontario;
    • College of Psychologists of Ontario; or
    • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.
Support person

In relation to a person with a disability, another person who accompanies them in order to help with communication, mobility, personal care, medical needs, or access to goods and services.

Statement of Commitment

Altea Active is committed to providing an accessible environment for all clients, team members job applicants, suppliers, and visitors who may enter our premises, access our information, or use our services. As an organization, we respect and comply with the requirements of the Accessibility for Ontarians with Disabilities Act, 2005, and its associated regulations.

Altea Active is committed to providing a barrier-free environment for all stakeholders, including our clients, team members, job applicants, suppliers, and any visitors who may enter our premises, access our information, or use our services. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act, 2005, and its associated regulations.

Altea Active understands that we have a responsibility for ensuring a safe, dignified, and welcoming environment for everyone. We are committed to ensuring our organization’s compliance by incorporating accessibility legislation into our policies, procedures, equipment requirements, training, and best practices. We will review these policies and practices annually, as organizational changes occur, or in anticipation of compliance deadlines.

We strive to provide an accessible and welcoming environment for everyone by identifying and removing barriers in our workplace and ensuring that new barriers are not created. The company ensures that persons with disabilities are provided with equal opportunities. We are committed to meeting the needs of individuals with disabilities in a timely and integrative manner that respects their dignity and independence.

Providing an accessible and barrier-free environment is a shared effort, and we are committed as an organization to working with the necessary parties to make accessibility for all a reality.

Multi-year Accessibility Plan (AODA) – Ontario

This accessibility plan outlines the strategy of Altea Active to prevent and remove barriers for people with disabilities and comply with the requirements of the Integrated Accessibility Standards Regulation under the Accessibility for Ontarians with Disabilities Act, 2005.

This plan is in effect from March 4, 2021 to March 4, 2026.

If you have any questions or concerns about this plan or its initiatives, or if you want to receive a copy of the plan in a different accessible format, please contact our Club General Manager at by phone at 613-742-0345 or by email at ottawa@alteaactive.com

Completed Initiatives

Altea Active has completed the following initiatives to prevent and remove barriers and comply with the Integrated Accessibility Standards Regulation:

General
Establishment of Accessibility Policies and Plans
Altea Active has developed, implemented, and will maintain policies governing how it we achieve accessibility through these requirements. Altea Active has included a statement of its commitment to meeting the accessibility needs of persons with disabilities in a timely manner in its policies. These documents are publicly available in an accessible format upon request. Altea Active has established, implemented, documented and will maintain, our multi-year accessibility plan outlining our strategy to prevent and remove barriers and meet the requirements under the IASR. Accessibility plans are available in an accessible format upon request and are posted on our website. Altea Active will review and update its accessibility plan once every five years and will establish, review, and update our accessibility plans in consultation with persons with disabilities or an advisory committee.
Procuring or Acquiring Goods and Services, or Facilities
Altea Active incorporates accessibility criteria and features when procuring or acquiring goods, services, or facilities. The only exception is in cases where it is impracticable to do so.
Information and Communication Standards
Feedback Process
Altea Active will ensure that all feedback processes, both internal and external, are made accessible to clients, customers, and employees upon request. In accordance with the customer service standards, Altea Active will make known the availability of accessible feedback formats.
Accessible Formats and Communication Supports
Unless deemed unconvertible, Altea Active will provide or arrange for the provision of accessible formats and communication supports for persons with disabilities upon request. Accessible formats and communication supports will be provided in a timely manner and at no additional cost to the individual. Altea Active will account for the person’s accessibility needs when customizing individual requests and will consult with the individual making the request to ensure suitability. Altea Active will make the availability of accessible formats and communication supports publicly known.
Emergency Procedures, Plans or Public Safety Information
Upon request, Altea Active will ensure that all publicly available safety and emergency information, such as evacuation procedures and floor plans, are provided in an accessible format, or with appropriate communication supports upon request.
Accessible Websites and Web Content
Altea Active will ensure that our website and web content conform to the Web Content Accessibility Guidelines (WCAG) as outlined in the IASR, and will refer to the legislation for specific compliance deadlines and requirements.
Building Accessibility
Altea Active will work to ensure that the built environment, including building interior and exterior, are designed to facilitate barrier-free access to goods or services for customers and team members. If areas of the built environment are not accessible for certain individuals with disabilities, the company will work with the individual to provide an alternate means of access.
Employment Standards
Altea Active will make every effort to identify, remove, and prevent barriers by developing inclusive employment procedures that support persons with disabilities with accommodations during the recruitment and selection stages, and throughout the employment life cycle.
Recruitment and Hiring
Altea Active understands that improving workplace accessibility and ensuring an accessible recruitment and selection process for applicants with disabilities can expand the pool of talented candidates. Upon request, the company will provide candidates with reasonable accommodations during the interview and selection process. Where an accommodation is requested, the company will consult with the applicant to arrange suitable accommodations, such as providing the application in an alternate or accessible format. The company interview process will focus on experience and skills and will not discriminate against candidates who have a disability or require an accommodation. Altea Active is committed to hiring decisions that are unbiased and based on qualifications and past experience. Successful candidates will be made aware of policies and supports for accommodations upon completion of the recruitment process.
Training and Development
Altea Active recognizes that skills development and career planning can enrich the employment experience, increase engagement, and reduce turnover for individuals with disabilities. The company will align training and development programs to meet the needs of team members with disabilities and provide training as soon as reasonably practicable upon the person being assigned to applicable duties. Training programs will be designed with flexibility to allow customization for the individual requirements of the team member, such as providing training materials in accessible or conversion-ready formats that take into account the need of the team member. The company will consider team member barriers when implementing performance management processes, or when offering career development, employment support, or advancement opportunities.
Communication
Altea Active will provide or arrange for accessible formats and communication supports for team members, upon request. The company will consult with the team member to determine the specific barrier and the best way to provide support. Such accessible formats and communication supports are conversion-ready and will be provided in a timely manner and at no additional cost to team members. When communicating with or providing information to a team member who requires accommodation or assistance due to a disability, the company will ensure that all communication with the individual is completed in a manner that takes into account the individual’s disability. Where an assistive device is used, the company will reasonably accommodate the use of the device.
Emergency Response
If necessary or if requested, Altea Active will create individualized workplace emergency response plans for team members with disabilities. The emergency response plan will consider the unique challenges created by the individual’s disability and the physical nature of the workplace and will be created in consultation with the team member. If a team member with a disability requires assistance from a support person during an emergency, the company will designate a fellow team member to act as such. Customized emergency response plans will be reviewed when:
  • The team member moves to a different physical location in the organization;
  • The team member’s overall accommodation needs, or plans are reviewed; or
  • The company reviews general emergency response policies.
Accommodation
The duty to accommodate is required of all employers, in all jurisdictions in Canada, and encompasses providing respect and dignity, individualized accommodation, integration and participation, and barrier-free designs. Altea Active will provide individual accommodations to support the needs of team members with disabilities. Personalized accommodation plans will be designed to allow team members to contribute and participate in job related functions and activities to the best of their abilities. The process of accommodating individuals will take a consultative approach and is a shared obligation of the company, the team member, and any applicable professionals required to assist the team member throughout the process.
Return to Work
Altea Active is committed to a supportive return-to-work program and has developed and implemented return-to-work processes for team members who are absent from work due to a disability and require accommodations in order to return to work. The company will work with the team member to develop an individualized return-to-work plan and support the team member in the transition period by addressing any barriers. The return-to-work process will outline the steps the company will take to facilitate the team member’s return to work and use documented individual accommodation plans.
Redeployment
If a team member cannot be accommodated in their current position, even with accommodations to either the job processes or hours, Altea Active will consider redeployment by placing the team member in an alternative position within the company. The company will work with human resources and the team member to determine whether there is another available position. If the accommodation requires a substantial change in the position, involving duties or hours, the position may be redesigned.
Inability to Accommodate
Altea Active will provide workplace accommodation up to the point of undue hardship. Undue hardship may occur where it is established that no forms of appropriate accommodation exist, or where the creation of accommodation would create a health and safety hazard or cause unreasonable costs for the organization. Where a necessary accommodation is found to cause undue hardship on the organization, the company will work to find a fair and equitable compromise that meets the needs of the team member and the organization to the greatest extent possible.
Customer Service Standards
Access to Goods and Services
Altea Active will seek to provide barrier-free access to the company’s goods and services for all customers. Where barriers cannot be removed, alternate means for accessing goods or services will be provided to the best of the company’s ability.
Support Persons and Service Animals
If a customer with a disability is accompanied by a support person, Altea Active will ensure that both persons may enter the premises together and that the customer is not prevented from having access to the support person. A customer with a disability accompanied by a service animal will be allowed access to premises that are open to the public unless otherwise excluded by law. The company will waive admission fees to support persons. The company will attempt to accommodate the customer and support person to sit with one another. In situations where confidential information might be discussed, consent will be obtained from the customer before any potentially confidential information is mentioned in front of the support person.
Communication
Altea Active understands the importance of accessible digital and non-digital forms of communication and will do its best to provide accessible types of communication and information to all individuals with disabilities. Such accessible formats and communication supports will be provided upon request, in a timely manner and at no additional cost.
Service Disruptions
Service disruptions may occur for reasons that may or may not be within the control or knowledge of Altea Active. In the event of any temporary disruptions to facilities or services that customers with disabilities rely on to access or use goods or services, reasonable efforts will be made to provide advance notice. When disruptions occur, the company will:
  • Post notices in the nearest accessible entrance to the service disruption,
  • Update the company website with information about the disruption;
  • Contact customers with reservations or appointments; or
  • By any other method that may be reasonable under the circumstances.
The company will make every reasonable effort to indicate when services will resume and suggest alternatives that can be utilized during the disruption. In some circumstances, such as in the situation of unplanned temporary disruptions or emergencies, advance notice may not be possible.
Emergency Notifications
Upon request, Altea Active will provide emergency and public safety information, plans and procedures, maps and warning signs at evacuation points, and any other emergency alert information, in accessible formats or with appropriate communication supports. The company will:
  • Work any individuals requesting information and to see how to best meet their needs;
  • Ensure emergency information can be seen, read, and heard by anyone, including people with disabilities; and
  • If a person with a disability requires assistance from a support person in case of an emergency, make sure a team member is available to act as such.
Customer Feedback
Customer feedback can lead to improved service, increased clientele, and a reduction in complaints. Altea Active will ensure that feedback can be provided by customers with disabilities through a variety of mechanisms, such as in person, by phone, e-mail, text message, or social media. Feedback forms, along with alternate methods of providing feedback verbally (in person or by telephone) or written (handwritten, delivered, website, or e-mail), will be available upon request. Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
Definitions
Accessible formats: Include but are not limited to large print, recorded audio and electronic formats, braille, and other formats usable by persons with disabilities. Assistive device: A technical aid, communication device, or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Communication supports: Captioning, alternative and augmentative communication supports, plain language, sign language, and other supports that facilitate effective communications. Conversion-ready: An electronic or digital format that facilitates conversion into an acceptable format. Disability: The temporary, prolonged, or permanent reduction or absence of the ability to perform certain commonplace activities or roles sometimes referred to as activities of daily living. Service animal: An animal that can be recognized by visual indicators such as a vest or harness that is being used by an individual with a disability for reasons relating to the person’s disability. Support person: Another person who accompanies an individual with a disability in order to help with communication, mobility, personal care, medical needs, or access to goods and services.

Accessibility Feedback Form

Thank you for using the services of Altea Active. We strive to provide quality service that is accessible to our clients, visitors, and others who use our services. Your comments and concerns help us identify where changes should be considered and ways we can make our services more accessible.

If you or someone you know experienced difficulties related to accessibility while at our Altea Active location or using any of our services, please fill in this form with as much detail as possible about your experience.

Thank you so much for your feedback.

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Altea acknowledges that our community, located in Ottawa, is on the unceded, unsurrendered Territory of the Anishinaabe Algonquin Nation, whose presence here reaches back to time immemorial. We recognize the Algonquins as the customary keepers and defenders of the Ottawa River Watershed and its tributaries. We honour their long history of welcoming many Nations to this beautiful territory and uphold and uplift the voice and values of our Host Nation.

We respect and affirm the Treaty Rights of all Indigenous Peoples across this land, acknowledge the harms and mistakes of the past, and dedicate ourselves to moving forward in partnership with Indigenous communities in a spirit of reconciliation and collaboration.

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