GSA Accessible Customer Service Policy

Providing Goods and Services to People with Disabilities:

GSA Carleton Inc. (GSA) is committed to excellence in serving all customers including people with disabilities.

Assistive devices

The GSA will ensure that our staff are trained and familiar with various assistive devices we have on site that our members and patrons with disabilities may use by while accessing our goods or services.


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

Service animals

The GSA welcomes people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

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. Fees or cover charges will not be charged for support persons

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities for customers with disabilities the GSA will notify our members and patrons 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.

The notice will be placed at Mike’s Place, the GSA Lounge, and the GSA website at


The GSA will provide training to employees, volunteers and others who deal with the public or other third parties on our behalf. Individuals in the following positions will be trained: GSA executives, GSA full time staff, GSA Part time staff including coordinators, GSA Office Administrators and Finance Administrators, Mike’s Place full and part time staff.

This training will be provided to staff within a month of being hired.
Training will include:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard.
  • The GSA’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 a service animal or a support person.
  • How to use the evac chair.
  • What to do if a person with a disability is having difficulty in accessing the GSA’s goods and services.

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

Feedback process

Customers who wish to provide feedback on the way the GSA provides goods and services to people with disabilities can email

All feedback, including complaints, will be reviewed by a full-time staff member, and brought to the attention of the executive committee.

Customers can expect to hear back within 14 business days

Modifications to this or other policies

Any policy of the GSA that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.