Statement of Organizational Commitment

CentreCourt is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration, and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.  

CentreCourt is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination. We understand that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.  

CentreCourt is committed to excellence in serving and providing goods, services, or facilities to all customers including people with disabilities. Our accessible customer service policies are consistent with the principles of independence, dignity, integration, and equality of opportunity for people with disabilities. 

Assistive devices

We will ensure that our staff are trained and familiar with various assistive devices we have on site or that we provide that may be used by customers with disabilities while accessing our goods or services.


We will communicate with people with disabilities in ways that consider their disability. 

This may include the following: 

  • text telephone  

  • assistive listening systems 

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 person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, CentreCourt 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.


We are committed to training all staff and volunteers in accessible customer service, other Ontario’s accessibility standards, and aspects of the Ontario Human Rights Code that relate to persons with disabilities. 

In addition, we will train: 

a) All persons who participate in developing the organization’s policies; and 

b) All other persons who provide goods, services, or facilities on behalf of the organization 

Training of our employees and volunteers on accessibility relates to their specific roles. 

Training includes: 

  • Purpose of the Accessibility for Ontarians with Disabilities Act, 2005, and the requirements of the Customer Service Standards 

  • Our policies related to the Customer Service Standards 

  • How to interact and communicate with people with various types of disabilities 

  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person 

  • How to use the equipment or devices available on-site or otherwise that may help with providing goods, services, or facilities to people with disabilities 

  • What to do if a person with a disability is having difficulty in accessing our organization’s goods, services, or facilities. 

We train every person as soon as practicable after being hired and provide training in respect of any changes to the policies. 

We maintain records of the training provided including the dates on which the training was provided and the number of individuals to whom it was provided. 

Feedback process

Customers who wish to provide feedback on the way CentreCourt provides goods and services to people with disabilities can phone, email or write us.

All feedback, including complaints, will be directed to the COO of CentreCourt.

Customers can expect to hear back within 5 business days.


We notify employees, job applicants and the public that accommodations can be made during recruitment and hiring. We notify job applicants when they are individually selected to participate in an assessment or selection process that accommodations are available upon request. We consult with the applicants and provide or arrange for suitable accommodation. 

We notify successful applicants of policies for accommodating employees with disabilities when making offers of employment and bring this to the attention of staff that supports are available for those with disabilities as soon as practicable after they begin their employment.  

We provide updated information to employees whenever there is a change to existing policies on the provision of job accommodation that consider an employee’s accessibility needs due to a disability. 

We will consult with employees when arranging for the provision of suitable accommodation in a manner that considers the accessibility needs due to disability.  

We will consult with the person making the request in determining the suitability of an accessible format or communication supports specifically for: 

a) Information that is needed to perform the employee’s job; and 

b) Information that is generally available to employees in the workplace 

Where needed, we will also provide customized emergency information to help an employee with a disability during an emergency. With the employee’s consent, we will provide workplace emergency information to a designated person who is providing assistance to that employee during an emergency. 

We will provide the information as soon as practicable after we become aware of the need for accommodation due to the employee’s disability. 

We will review the individualized workplace emergency response information: 

a) When the employee moves to a different location in the organization; 

b) When the employee’s overall accommodations needs or plans are reviewed; and 

c) When the employer reviews its general emergency response policies. 

We have a written process to develop individual accommodation plans for employees, as well as for employees who have been absent from work due to a disability and require disability-related accommodations in order to return to work. 

Our performance management, career development and redeployment processes take into account the accessibility needs of all employees. 

Notice of availability

CenteCourt will notify the public that our policies are available upon written or phone request of our head office personnel, and by posting them on our website.

Modifications to this or other policies

Any policy of CentreCourt that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

A copy of CentreCourt's Accessibility for Ontarians with Disabilities Multi-Year Plan can be found HERE.

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