AODA Policy

Accessible Customer Service Policy

Policy Statement

Muskoka Woods is committed to providing an accessible experience for all of our guests. This policy is intended to
meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the
Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the
public or other third parties, not to the goods themselves.

All goods and services provided by Muskoka Woods shall follow the principles of dignity, independence, integration
and equal opportunity.

Scope

• This policy applies to the provision of goods and services at premises owned and operated by Muskoka Woods.
• This policy applies to employees, volunteers, agents and/or contractors who deal with the public or other third
  parties that act on behalf of Muskoka Woods, including when the provision of goods and services occurs off the
  premises of Muskoka Woods.
• The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to
  the provision of goods and services that take place at premises owned and operated by Muskoka Woods.
• This policy shall also apply to all persons who participate in the development of the Muskoka Woods’s policies,
  practices and procedures governing the provision of goods and services to members of the public or third parties.

Definitions

Assistive Device – is 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 guests bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in
hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Disability – the term 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 – is 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 – as reflected in Ontario Regulation 429/07, an animal is a service animal for a
person with a disability if:

• it is readily apparent that the animal is used by the person for reasons relating to his or her disability; or
• if the person provides a letter from a physician or nurse confirming that the person requires the animal for
  reasons relating to the disability.

Service Dog – as reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other
than a guide dog for the blind is a service dog if:

• it is readily apparent to an average person that the dog functions as a service dog for a person with a medical
  disability;
• or the person who requires the dog can provide on request a letter from a physician or nurse confirming that the
  person requires a service dog.

Support Person – as reflected in Ontario Regulation 429/07, a support person means, in relation to a
person with a disability, another person who accompanies him or her in order to help with communication, mobility,
personal care, medical needs or access to goods and services.

Accessibility Standard for Customer Service Plan

We are committed to creating an inclusive environment for guests with disabilities in compliance with the
Accessibility for Ontarians with Disabilities Act (AODA). This plan is intended to make every reasonable effort to
ensure that guests with disabilities are treated with dignity, respect, and are offered every opportunity to enjoy
the benefit of our facilities and goods and services in the same manner as all guests.

Training

We provide accessibility training to all staff, our external vendors, and teams who work with our guests and/or the
public. Our training is directly connected to Ontario’s accessibility law and takes into account human rights.

Training is provided as needed and in a way that best suits our staff’s job duties and responsibilities. All new
employees, volunteers, agents and/or contractors who work with our guests and/or the public will also receive
training. We are committed to the continuation of training if there are changes to legislation, or to our procedures
or practices.

We will keep a record of all training sessions. This includes keeping a record of the dates the training was
provided and the number of attendees at the training.

Assistive Devices

When accessing our facilities and goods or services, guests with disabilities can use their own assistive devices.
Staff will ensure the facilities and goods and services are enjoyed in a safe environment to accommodate assistive
devices.

Guide Dogs, Service Animals and Service Dogs

A guest with a disability is allowed to bring a guide dog, service animal or service dog onsite, including food
service areas that are open to the public, unless the animal is excluded from law. If a guide dog, service animal or
service dog is excluded by law, we will offer alternative methods so that the guest with a disability can access our
goods and services.

If we are unsure whether an animal is a service animal, we may request verification from the guest with a disability
that includes either a letter from a doctor or nurse that the guest with a disability requires a service animal; a
valid identification card signed by the Attorney General of Canada; or a certificate of training from a recognized
guide dog or service animal training school.

In all cases, the guest with the disability is responsible for taking care of the guide dog, service dog and/or
service animal during their stay at Muskoka Woods.

Allergies

If any guest is allergic to a service animal, we will make all reasonable accommodations to ensure the safety and
comfort of all guests.

Support Persons

All guests with a disability who come to Muskoka Woods with a support person are allowed to enter Muskoka Woods
together. The guest with a disability will not be prevented from always having access to their support person.

If there is an instance where seating and availability prevent the guest with a disability and support person from
sitting beside each other, we will make every reasonable attempt to bring them together.

We will also ask for permission from the guest with a disability, if we can speak to the support person about any
confidential matter that arises during their stay.

Notice of Disruptions in Service

If there are planned or unplanned temporary disruptions to our facilities and/or services, we will take all
reasonable efforts to provide notice to our guests by posting notices in conspicuous places onsite, or by calling
or telling guests directly.

The notice will include information about the reason for the disruption, its anticipated duration, and a
description of alternative services or options and the goods or services that are unavailable.

Consultation

On an annual basis, Muskoka Woods will work with consultants to assess our accessibility plans. Muskoka Woods will
create plans for remediation as recommended by the consultants.

Feedback Process

Guests can submit feedback to:

Director of Resort Operations – 705-732-4373 – Box 130, Rosseau, ON., P0C 1J0

Notice of Availability and Format of Documents

Upon request, guests are welcome to access all documents related to the Accessible Customer Service Policy of
Muskoka Woods. We will ensure all information provided is in an accessible format.

Administration

If you have any questions or concerns regarding this policy, please contact:

Director of Resort Operations
705-732-4373
Box 130, Rosseau, ON., P0C 1J0

Note: This policy will be reviewed and updated in the event there are changes to the legislation.