It is against the law for service providers to treat disabled people less favourably than other people for a reason related to their disability. Service providers have to make 'reasonable adjustments' to the way they deliver their services so that disabled people can use them.

Examples of reasonable adjustments include:

• installing an induction loop for people who are hearing impaired
• giving the option to book tickets by email as well as by phone
• providing disability awareness training for staff who have contact with the public
• providing larger, well-defined signage for people with impaired vision
• putting in a ramp at the entrance to a building as well as steps

What is considered a 'reasonable adjustment' for a large organisation like a bank may be different to a reasonable adjustment for a small local shop. It is about what is practical in the service provider's individual situation and what resources the business may have. They will not be required to make changes which are impractical or beyond their means.

Failure or refusal to provide a service that is offered to other people to a disabled person is discrimination unless it can be justified.

All businesses are different, so it will not cover everything that is relevant in your particular case. Put yourself in the position of a disabled person when you are working out what solutions would be best for your business.  This section will give you some practical solutions for accessibility.