Accessible Customer Service Plan: Providing Goods & Services to People with Disabilities


It is our belief that Elim is a gift from God to Christ’s community, and that we are called to renew, refresh and enable His people to present the Gospel to the world.


In fulfilling our mission, Elim Ministries Inc. (operating as Elim Lodge) strives at all times to provide the entirety of its goods and services, programs, retreats and conferences in such a way as to fully respect the dignity and independence of all people with disabilities. Elim is also committed to ensuring that people with disabilities receive the same opportunity to access all of the goods and services, programs, retreats and conferences offered by/at Elim Lodge. And that this will allow a person with a disability to benefit from the same services, in the same place, and in a similar way to all other participants.


Elim Ministries Inc. is committed to excellence in serving all customers including people with disabilities. Thus, we are committed to preventing, identifying and removing barriers at Elim that impede the ability of people with disabilities to access our goods and services. This includes all customers, guests, families, staff, volunteers and members of Elim’s community.

The Accessibility for Ontarians with Disabilities Act (AODA) was passed by the Ontario government in June of 2005. The purpose of the AODA is to develop, implement and enforce standards of accessibility for all Ontario residents. Elim’s Accessibility Policy is consistent with the AODA, 2005 and the Accessibility Standards for Customer Service, Ontario Regulation 429/07.


Elim Ministries Inc. will ensure we are identifying and removing barriers to access for people with disabilities as we carry our of functions and responsibilities by:

  1. Assistive Devices
    We are committed to serving people with disabilities who use assistive devices to participate in and benefit from our goods and services, programs, retreats and conferences. We will ensure that people are permitted to use their own personal assistive devices to access all applicable goods and services, programs, retreats and conferences at Elim and we will familiarize our front-line staff/volunteers with the various assistive devices that may be used by people with disabilities for such purposes.Elim will ensure that our staff/volunteers are trained and familiar with various assistive devices that we have on site as deemed necessary for accessing our goods and services, programs, retreats and conferences. Upon a customer/guests request, we will make every effort to provide the requested assistive device/service and to cover relevant financial expenses in order to achieve access appropriate for the persons disability.
  2. Communication
    We will communicate with people with disabilities in ways that take into account their disability. We will provide our publications (website, brochures, newsletters) in formats that are accessible to people with disabilities, and will train our staff/volunteers on how to interact and communicate appropriately with people with various types of disabilities.Telephone ServicesElim Ministries Inc. is committed to providing accessible telephone services to our customers/guests. We will train our office staff to communicate in clear, concise language and to speak clearly and at an understandable speed. If telephone communication is unavailable or not suitable to their needs we will offer an alternative such as email or letter format, whichever they prefer.
  3. Service Animals
    Elim Ministries Inc. is committed to welcoming people with disabilities and their accompanying service animal. Service animals are allowed on the parts of our premises that are open to the public.
  4. Support Persons
    Elim Ministries Inc. is committed to welcoming people with disabilities and their support person. Any person with a disability who is accompanied by a support person will be allowed to enter Elim Ministries Inc. premises with his or her support person. Fee arrangements for support person(s) accompanying a customer/guest with a disability will be determined on an individual basis at the discretion of the Executive Director.
  5. Notice of Temporary Disruption
    In the event of a planned or unexpected disruption to any services or facilities usually used by customers/guests with a disability, Elim will notify customers/guests promptly. This notice will include information about the reason for the disruption, its anticipated length of time, and a description of the alternative services or facilities, if available. The notice will be delivered by means of publication in our newsletter/brochure, a special notice on the website and where applicable, signage’s in main areas (Office, Dining Room, Chapel and the Information Bulletin Board located by the main road).
  6. Training for Staff & Volunteers
    Elim Ministries Inc. will provide 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. Individuals holding the following positions will be trained: both full-time and part-time permanent staff, all summer staff, management and volunteers. Training to new employees will be provided within the first 3 months of their employment. Summer staff and volunteers positions will receive training at the start of the summer season (June) each year. All full and part time permanent staff will also attend this training in June as a refresher. Staff will also receive updated training when changes are made to our accessible customer service plan.
    Training will include:

    • An overview of the accessibility for Ontarians with Disabilities Act, 2005 and the requirements of thecustomer service standards
    • Elim’s 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 aservice animal or a support person
    • How to use the on-site equipment and devices available to help with providing goods and services topeople with disabilities
    • What to do if a person with a disability is having difficulty in accessing Elim’s goods and services
  7. Feedback Process
    The ultimate goal of Elim Ministries Inc. is to meet and exceed expectations while serving guests/customers with disabilities. Comments and suggestions regarding how well those expectations are being met through our goods and services, programs, retreats and conferences are welcomed and appreciated. Feedback regarding the way Elim provides goods and services, programs, retreats and conferences to people with disabilities can be made via email to or by phone at 1-800-420-6287.Feedback can be provided by email, verbally, through our feedback section on our website, through written means (letter, suggestion card, note).All feedback, including complaints will be directed to the Executive Director. Together the Executive Director and the Accessibility Officer will address all complaints/suggestions according to the procedures outlined by the Accessibility Officer. Customers/guests can expect to hear back within 7 business days.
  8. Notice of Availability
    Elim Ministries Inc. will notify the public that our policies are available upon request by access on our website, or a request from the office for a printed or emailed copy of the policy.
  9. Modification to This or Other Policies
    Elim Ministries Inc. is committed to the development of our accessibility policies so as to respect and promote the dignity and independence of people with disabilities. Therefore, any policy of Elim that does not respect and promote the dignity and independent of people with disabilities will be modified or removed. No changes will be made to this policy without the consideration of the impact on people and their families with disabilities.
  10. Further Information
    If you have any questions or concerns regarding this or any other policy please do not hesitate to contact our Executive Director via email to or by phone at 1-800-420-6287.For definitions as pertaining to the language used within this policy, please refer to the following Appendix.For further information regarding our accessibility training please visit our office to request a copy of the presentation.