Your business will have established a way of providing a service to its customers. This involves establishing:
- practices - what your business actually does
- policies - how your business regulates what it does
- procedures - the systems set up to ensure the policies are achieved
Formal and informal practices on access
Practices, policies and procedures may be:
- set out formally, eg a ban on animals entering the premises
- established informally or by custom, eg owners are discouraged from entering the premises with an animal but there is no outright ban or penalty for non-compliance
It is good practice to carry out an accessibility audit of your business to identify areas where you could make it easier for disabled people to access your business and its services. The Equality Commission provides an accessible business checklist (PDF, 581K) as part of their every customer counts initiative to help businesses assess and improve their accessibility.
Making reasonable adjustments for disabled access
Your business may have in place certain practices, policies and procedures which may place disabled people at a disadvantage compared to non-disabled people in accessing your goods or services. You must make reasonable changes that let you provide a service that is as close as possible to the standard of service provided to other people. You must not wait until a disabled person wants to use a service before making any reasonable adjustments.
You must consider the need for, and put in place, any reasonable adjustments that may be needed for disabled customers.
You can do this by:
- removing the practice, policy or procedure altogether
- making exceptions to the practice, policy or procedure to accommodate disabled people
- informing, instructing and training all employees so that they are aware of these changes
Examples of changing practices to improve access
Examples of changing practices, policies and procedures include:
- waiving a 'no dogs' policy to allow disabled people accompanied by an assistance dog to enter your premises
- allowing other forms of identification other than a driving licence - thereby allowing disabled people who are not permitted to hold a driving licence to access your goods or services
Accessibility guides for businesses
You can download the following accessibility guides from the Equality Commission :