Whitecaps London follows Ontario’s AODA standards to ensure full accessibility, dignity, and inclusion for all players, families, and visitors in every program and facility.
Whitecaps London (WFCL) is committed to providing equal access to all goods and services in accordance with the Accessibility for Ontarians with Disabilities Act (AODA), 2005. The Act sets a goal of achieving an accessible Ontario by 2025. WFCL strives at all times to serve every individual with dignity and independence, ensuring that people with disabilities have the same opportunities to access and benefit from our programs and services as all other participants.
WFCL’s policy ensures compliance with the AODA and Ontario Regulation 429/07, which establishes accessibility standards for customer service. The club’s commitment includes effective communication, the use of service animals, support persons, and assistive devices, the provision of notices for temporary service disruptions, staff training, a customer feedback process, and the availability of documents in accessible formats.
WFCL communicates with individuals in ways that consider their disabilities. Staff are trained to use clear, simple language and to adapt their communication methods to each person’s needs. When telephone communication is not suitable, other options such as email will be offered. Information and documents will also be made available in alternative formats to preserve dignity, independence, and equality.
Persons with disabilities may use their own assistive devices when accessing WFCL facilities or services, provided that their use does not pose a safety risk to themselves or others. Staff are trained to understand how to interact with and assist individuals using various assistive devices.
Service animals are permitted in all areas of WFCL facilities open to the public, except where prohibited by law, such as food preparation areas. Support persons are also welcome, and no additional admission fees will be charged for them. A notice confirming this policy will be displayed at club facilities and on the WFCL website.
In the event of a planned or unexpected disruption to facilities or services, WFCL will provide prompt notice, including the reason for the disruption, its expected duration, and any available alternative services. Notices will be posted at entrances, service counters, and on the club’s website.
All WFCL employees, volunteers, and individuals acting on behalf of the club are required to complete AODA Customer Service training. Training includes understanding the purpose of the AODA, interacting and communicating with people with various disabilities, assisting with service animals or support persons, and responding appropriately when accessibility challenges arise. Refresher training will be provided as legislation evolves.
WFCL welcomes feedback on how well it meets the needs and expectations of individuals with disabilities. Feedback may be submitted by email, phone, in person, or by mail to the Club Administrator. All input is reviewed carefully to support continuous improvement.
Documents such as policies, procedures, manuals, and billing materials are available in accessible formats upon request. WFCL will work with each individual to determine the most suitable format that upholds dignity and independence.
Additional resources include the Accessibility for Ontarians with Disabilities Act, 2005 (www.mcss.gov.on.ca/en/mcss/programs/accessibility), the Ontario Ministry of Community and Social Services (www.mcss.gov.on.ca/en/mcss/programs/accessibility/customerService), and the Ontario Human Rights Commission (www.ohrc.on.ca/en/issues/disability).
