Providing Goods and Services to People with Disabilities 

The Wooly Pub is committed to excellence in serving all guests including guests with disabilities. 

Assistive Devices - We will ensure that our staff are trained and familiar with various assistive devices we have on site or that may be used by guests with disabilities while accessing our hospitality. Our staff are trained when hired and when changes are made to our accessible customer service plan. They are demonstrated on the location of the assistive devices and how to use them. We welcome all guests with assistive devices. 

Communication - We will communicate with people with disabilities in ways that take into account their disability. We will work with the person with a disability to determine what method of communication works for them. 

Service Animals - We welcome guests with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public. 

- a service animal is readily identifiable that the animal is used for reasons related to the person’s disability (such as a guide dog or other animal wearing a vest or harness); or 

- the person with the service animal provides documentation from one of the following regulated health professionals confirming the need for the animal because of a disability: audiologist, speech language pathologist, chiropractor, nurse, occupational therapist, optometrist, physician, physiotherapist, psychologist, psychotherapist or mental health therapist. 

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 the Manager on Duty will notify guests 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. 

Services / Facilities that disruption would affect include - public washrooms, Door access-front & back 

The notice would be made publicly available in the following ways; posted notices in public areas including entrances and staff communicating personally to customers with disabilities. 

Training –The General Manager, will provide accessible customer service training to employees, volunteers and others who deal with the public or other third parties on our behalf. Training will also be provided to people involved in the development of policies, plans, practices and procedures related to the provision of our goods and services. 

Training will include: 

- An overview of the Accessibility for Ontarians with Disabilities Act 2005 and the requirements of the customer service standard included in the Wooly Pub orientation and training package - The Wooly Pub’ plan related to the customer service standard 

- 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 or services to people with disabilities. These include; entry ramps, accessible washroom, magnifying glass/ screen reader, reading glasses, guests texting order to service staff, staff reading menu to guest 

- What to do if a person with a disability is having difficulty in accessing The Wooly Pub’s’ goods and services by being able to provide carryout service and delivery 

Staff will also be trained when changes are made to our accessible customer service plan. 

Feedback Process - Customers who wish to provide feedback on the way The Wooly Pub provides goods and services to people with disabilities can provide feedback in the following ways: web page: thewoolypub.ca , e-mail office@neighbourhoodgroup.com and verbal or written contact via phone or by mail - phone 519-836-3948, mail - Neighbourhood Group of Companies ℅ The Wooly Pub 176 Woolwich St., Guelph, ON N1H 3V5 

All feedback, including complaints, will be handled in the following manner: The General Manager will be advised promptly and investigate appropriately. The guest can expect to hear back in 3 days. 

The Wooly Pub will make sure our feedback process is accessible to people with disabilities by arranging for accessible formats and communication support on request. 

Notice of availability - The Wooly Pub will notify the public that our documents related to accessible customer service, are available upon request by posting a notice in the following locations: Our website under “Contact us” and there will be a link to an Accessibility Plan pdf. 

The Wooly Pub will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and at no additional cost. 

Modifications to this or other policies - Any policy, practice or procedure of The Wooly Pub that does not respect or promote the principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed. 

THIS ACCESSIBLE CUSTOMER SERVICE PLAN IS MADE FROM A TEMPLATE PROVIDED BY THE GOVERNMENT OF ONTARIO, ACCESS ON. Updated June 30, 2023