Accessible Customer Service Policy

Purpose

To establish policies, practices and procedures to ensure Fraser Coast RV Park is accessible to customers and others in accordance with Accessibility for persons with Disabilities Act, 2005 (the “Act”) including Regulation 429/7 Accessibility Standards for Customer Service.

Background Information

The Accessibility for persons with Disabilities Act, 2005 (the “AODA”) is a Provincial Act with the purpose of developing, implementing, and enforcing accessibility standards in order to achieve accessibility for persons with disabilities with respect to goods, services, facilities, accommodation, employment, buildings, structures and premises. Under the AODA, Regulation 429/07 entitled “Accessibility Standards for Customer Service” came into force on January 1, 2008. That Regulation establishes accessibility standards specific to customer service for organizations that provide goods and services to members of the public or other third parties.

This policy (to be effective January 1, 2019) is drafted in accordance with the Accessibility Standards for Customer Service and addresses the following:

• The provision of goods and services to persons with disabilities;
• The use of assistive devices by persons with disabilities;
• The use of service animals by persons with disabilities;
• The use of support persons by persons with disabilities;
• Customer feedback regarding the provision of goods and services to persons with disabilities; and

Application

Fraser Coast RV Park is committed to providing goods and services that are accessible to all persons that we serve including people with disabilities.

General Principles – The Provision of Services to Persons with Disabilities.

Fraser Coast RV Park will use reasonable efforts to ensure that its policies, practices and procedures are consistent with the following principles:

• The services are provided in a manner that respects the dignity and independence of persons with disabilities;
• The provision of the services to persons with disabilities are integrated with those provided to persons who do not have disabilities,
• Persons with disabilities are given an opportunity equal to that of persons without disabilities to obtain, use or benefit from the services.

Assistive Devices

A person with a disability may provide their own assistive device for the purpose of obtaining, using and benefiting from our services.  It should be noted that it is the responsibility of the person with a disability to ensure that his or her assistive device is operated in a safe and controlled manner at all times.

Fraser Coast RV Park are mindful of persons with disabilities and have specifically created a welcome space for them with Mango Lodge our luxury 5 star timber cabin.  The cabin features a double roll-in shower with grab rails, a double shower chair, a handheld shower and a rainwater shower head, an adjustable double king single bed, extra wide doorways, safety rails on verandahs, grab rails and wide access to toilet, wheelchair accessible hand band basin.  All switches are at wheelchair accessible height and all taps are flip style with extra long handles.  We also have a commode, a hoist and a rolling shower chair if required.

If you are visiting the RV Park the Bush Kitchen has also been designed to cater for wheelchairs and so has Wallaby Wash House with another double roll-in shower and grab rails.  The commercial laundry is also wheelchair accessible.

Communications

We will communicate with people with disabilities in ways that take into account their disability. Service Animals Persons with a disability may enter our premises accompanied by a service animal and keep the animal with them.  It is the responsibility of the person with a disability to ensure that his or her service animal is kept in control at all times.

Support Persons

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

Feedback Process

The ultimate goal of this Policy is to meet delivery expectations while responding to the requests of individuals with disabilities. Comments on how well we are meeting those expectations are welcome and appreciated.  Feedback about this Policy or its implementation can be submitted to Fraser Coast RV Park, 54 Bengtson Road, River Heads Qld 4655 or email frasercoastrvpark@gmail.com .