Service providers and the DDA

What does the Disability Discrimination Act mean for service providers?

If you provide a service to the public, whether you charge for it or not, you have duties under the Disability Discrimination Act (DDA).

You need to make reasonable changes to the way in which you provide your services to make sure that you don’t discriminate against disabled customers.

You should not refuse to serve a disabled person or provide a lower standard of service to a disabled person because of their disability.

You might have to change a policy - such as relaxing a ban on animals so that an assistance dog user can make use of your services. Or you might need to provide additional help, like making information available in accessible formats such as large print. You may also have to make, reasonable adjustments to any physical obstacles that may prevent disabled people using your service. Or you may have to provide your service by a reasonable alternative means, like bringing goods to the disabled person or helping them find items. There are some examples of the type of adjustments you could make below.

What is a reasonable adjustment?

Under the Disability Discrimination Act you only need to make changes that are ‘reasonable’. Essentially this means taking a common sense approach. There’s no rulebook, as different people have different needs and some organisations can afford to do more than others.

One common misunderstanding amongst businesses is that health and safety laws often make it difficult to comply with the requirements of the DDA. In fact the opposite is true – a workplace that is safe and accessible to disabled people is safer and more accessible for everyone.

It’s all about doing what is practical in your individual situation and making use of what resources you have. You will not be required to make changes that are impractical or beyond your financial means.

Examples of reasonable physical changes for service providers

These may include:

• ensuring your premises are well lit and with clear signs for visually impaired people
• providing an induction loop for a person with a hearing impairment
• providing seating for someone with a mobility impairment or a condition like ME
• installing a ramp and a handrail for wheelchair users at the entrance to a building where there are steps
• replacing a door handle with one that is easier to reach and to grip, for someone with arthritis
• lowering a reception desk so that it is more accessible for people who use wheelchairs
• using colour contrast to ensure entrances and exits are easier to use for visually impaired people
• meeting a mobility-impaired person in a more accessible venue, or at their home if your premises can only be reached by a flight of stairs.

If you do not have premises, but still provide services, you could consider:

• speaking clearly to customers who are hard of hearing
• making your website text re-sizeable for people with impaired vision and accessible to those who use screenreaders
• providing information in accessible formats like Easy Read for learning disabled customers
• having disability awareness training so you and your staff understand and can respond to the needs of disabled people

These are all just examples. What you may need to do will depend on your individual situation and the needs of your disabled customers.

Either way, it makes sense to think ahead and to incorporate changes into any other refurbishments you may be planning.

Read our ‘Understanding disability’ factsheet for more information about different types of impairment and the difficulties people with disabilities may face accessing your services.

Read our ‘Is your business accessible?’ factsheet for practical suggestions about improving the accessibility of your premises.

Why these changes are good for business

Many of these changes will not only benefit disabled people, they will help to make your services more accessible to other potential customers. For example:

• the friends and families of disabled people accompanying them
• customers with pushchairs or carrying heavy shopping or luggage
• customers with children
• older customers who may not consider themselves disabled but who do appreciate easier access.

Essentially, it is about extending the principles of good customer service to everyone by making a few reasonable adjustments.

What could happen if someone thinks I have discriminated against them?

The disabled person may complain to you, or they may take advice from the Disability Right Commission, which has a conciliation service which takes up complaints on behalf of disabled people and might seek to come to an agreement with you. However, the disabled person could also take civil proceedings against you. If the court decides that you have discriminated, you might have to pay damages for any financial loss, including injury to feelings. The disabled person could also seek an injunction preventing you from repeating the discriminatory act in the future.

Where else can I get help and advice?

Advice on providing goods and services to disabled customers

One valuable source of help and advice is the Disability Rights Commission (DRC), an independent body that provides support and advice on a wide range of issues relating to disability. It publishes a range of leaflets including 'Making access to goods and services easier for disabled customers' and more detailed case studies. Or email them using their on-line Helpline Enquiry form. You can also contact the DRC at 08457 622 633 (Textphone 08457 622 644).

Information on the Disability Discrimination Act

If you would like more detail about the Disability Discrimination Act, you should visit the Disability website.

Organisations representing disabled people

There are a wide range of organisations that represent disabled people in the UK. You can find out about them through websites, local directories and publicity. One good place to begin is Directgov, the government’s website for the public. It includes information about the responsibilities of employers, businesses and service providers towards disabled people, and also has an extensive list of organisations representing disabled people

Advice on accessibility

To get advice on whether your premises are accessible to disabled customers, you can contact an access auditor to arrange an access audit. This audit will identify barriers to access along with possible solutions. You can get a list of recognised access auditors and consultants from the National Register of Access Consultants website.