F6 - What do the changes to the Disability Discrimination Act mean for service providers?

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

At the moment you cannot refuse to serve a disabled person or provide a lower standard of service to a disabled person because of their disability. You also 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.

From 1 October 2004 you may have to make reasonable adjustments to any physical barriers 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.

Under the Disability Discrimination Act you only need to make changes that are ‘reasonable’. Take a common sense approach. There’s no rulebook, different people have different needs, and some organisations can afford to do more than others. For example, it would not be reasonable for a small firm with a tight budget to undertake the same level of structural alteration that a big national company could easily finance.

It’s about what is practical in your individual situation and what resources you have. You will not be required to make changes which are impractical or beyond your means.

Examples of reasonable physical changes for service providers

These may include:

ensuring your premises are well lit and providing clearer signs
providing an induction loop for a person with a hearing impairment
providing seating
installing a permanent ramp and a handrail at the entrance to a building where there are steps
replacing a door handle with one that is easier to reach and to grip
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
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.

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

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

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 Rights Commission, which has a conciliation service and might be able to broker an agreement. 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 can I get help and advice?

The Department for Work and Pensions has produced an information pack including a video on the Disability Discrimination Act. To get a copy:

Phone: 0845 124 9841

We take great pride in our service, and would be delighted to invite you for a free 1 hour, no obligation meeting at our comfortable offices. Simply call us on 020 8346 0391 to arrange a mutually convenient time.

This web-site was last updated on 13/06/2008

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