Calabogie Peaks Resort
Accessible Customer Service Plan

Calabogie Peaks is committed to excellence in serving all customers.

Assistive Devices

We will ensure that our staff are trained regarding devices that may be used by customers with disabilities while accessing our goods or services.


We will communicate with people with disabilities in ways that take into account their disability.

Service Animals

Any disabled guest who is assisted by a service animal shall have access to all public areas of the resort. In the interests of safety, service animals shall not be permitted on ski lifts, as there is no means to evacuate them should the lift stop.

Service Animals shall be under the control of their handlers at all times. Unless the handler is unable to do so, or the use of such device interferes with the safe, effective function of the animal’s duties, Service Animals shall be on harness, leash, bridle or other type of tether at all times, in public areas. Where this is not possible, the Service Animal shall be under the handler’s control through other means (e.g. voice commands, hand signals).

Resort personnel may ask for the removal of a Service Animal from public areas if the handler is unable to maintain control of the animal, if the animal’s behavior is deemed dangerous, or if the animal is not properly housebroken. Reasonable effort will be taken by the resort to facilitate the disabled guest’s participation in resort activities, in the instance a Service Animal is removed for cause.

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.
Regular ticketing fees will be charged to the support person for admission to any of the Resort’s ticketed activities or premises. We will notify customers of this through a notice posted on the premises and website.

Notice of Temporary Disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities, the Resort will notify customers about the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be placed on the premises and website.

Training for All Staff

The Resort will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf. Individuals in the following positions will be trained:

Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
  • The Resort’s ’s accessible customer service plan.
  • How to interact and communicate with people with various types of disabilities
  • What to do if a person with a disability is having difficulty in accessing the Resort’s goods and services

Feedback Process

Customers who wish to provide feedback on the way the Resort provides goods and services to people with disabilities can e-mail or call the front desk. All feedback will be directed to the President. Customers can expect to hear back within 10 days. Complaints will be addressed according to our organization’s regular complaint management procedures.