Canlan Ice Sports Corp.
Ontario Operations
Accessible Customer Service Policy

To meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005..

January 2013.

Canlan Ice Sports Corp is committed to diversity, inclusion and accessibility as part of our customer experience. It is our commitment to create positive and memorable experiences for those around us. These core values are fundamental to the way we do business and come through in the experiences we develop for people. With this in mind, we are continuously taking steps to improve the overall accessibility of the Canlan Sports experience.


This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves and has made this policy available to our customers via our AODA section of our website.

Our Commitment

It is the policy of Canlan Sports that all of our facilities are committed to providing accessibility and equitable customer service to each and every one of our diverse and valued customers for a completely satisfying experience every time. Personal attention to your needs is our priority. All goods and services provided by Canlan Sports facilities shall follow the principles of dignity, independence, integration and equal opportunity. We are committed to always be receptive to your comments and feedback.

Use of Service Animals and Support Persons

Service Animals

Persons with disabilities may enter any Ice Sports facilities accompanied by a service animal and keep the animal with them, if the public has access to such premises, and the animal is not otherwise excluded by law. While visiting Canlan Sports, it is the responsibility of the person with a service animal to control the animal at all times.


In the event a Canlan Sports staff or customer is allergic to animals, alternative arrangements will be discussed to come up with a suitable solution.


Support Persons

Persons with disabilities may enter Canlan Sports facilities accompanied by a support person and may have access to that support person at all times.


Canlan Sports may require a person with a disability to be accompanied by a support person while in our Canlan Sports facilities in situations where it is necessary to protect the health and safety of the person with a disability, or the health and safety of others on the premises. Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person.

Notice of Temporary Disruption

Service disruptions may occur due to reasons that may or may not be within the control or knowledge of Canlan. In the event of any temporary disruptions to facilities or services that customer’s with disabilities rely on to access or use Canlan’s goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

Notifications will Include:

In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:

  • goods or services that are disrupted or unavailable
  • reason for the disruption
  • anticipated duration
  • a description of alternative services or options

The signs and printed notices will be displayed prominently at the Customer Service desk at all of our Canlan Sports facilities in the main office and or at our front doors.

Training for Staff

Canlan Sports will ensure that all persons to whom this policy applies receive training as required by the Accessibility Standards for Customer Service. In addition, training will be provided on a continuous basis to all newly hired staff members of Canlan Sports as part of our on-boarding process through our Canlan College – Accessibility of Ontarians with Disabilities Act training program.


A record of training received by Canlan Ice Sports Corp staff will be kept in our Canlan College data base and the employees file. Training will include:

  • The purpose of the Accessibility for Ontarians with Disabilities Act, 2005;
  • The requirements of the Accessibility Standards for Customer Service (Ontario Regulation 429/08);
  • Information about Canlan Sports policies and procedures pertaining to the provision of Canlan Sports services to persons with disabilities;
  • How to interact and communicate with persons with various types of disabilities;
  • What to do if a person with a disability is having difficulty accessing a Canlan Sports facilities;
  • How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or support person;

Feedback Process

Canlan Sports welcomes your feedback, including feedback about the delivery of our services to persons with disabilities. Canlan Sports will investigate and respond to all complaints relating to such services in a timely, thorough and objective manner. All customers can submit feedback or questions to 416-645-0561 or by email at aoda@icesports.com.

Modifications to this or other Canlan Policies

Canlan Sports is committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Canlan Ice Sports Corp retains the right to amend or change this policy at any time; however, any such change will only be made after considering the impact on people with disabilities.

For more information:


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