RNID: For deaf and hard of hearing people.

The DDA aims to stop discrimination against people with disabilities. If you provide goods, services or facilities to the public, then the DDA applies to you and means that you have specific duties.

The part of the DDA that applies to you is Part III – Goods, Facilities and Services. This seeks to ensure that people with disabilities have equal access to goods, services and facilities.

Remember that you also have duties under the DDA towards your employees. Find out more about your responsibilities as an employer.

Who are service providers?

The DDA says that a service provider is a person that provides goods, facilities or services in the UK to the public or a section of the public. The services can be free or paid for.

This means that most companies, organisations, public bodies or sole traders are covered, including:

  • banks, building societies and insurance companies
  • health services, including hospitals and GPs
  • courts, solicitors, and advice and information services
  • faith groups
  • cinemas, theatres, galleries, museums and other similar providers
  • railway and bus stations, and travel agents
  • shops, hotels and restaurants
  • all public authorities, including local and central government.

Some goods and services are not covered. These are private clubs, manufactured goods and transport.

Discrimination

The DDA says that there are four types of unlawful discrimination:

  • refusing to serve a disabled person for a reason relating to their disability
  • offering a lower standard of service or providing a service in a  worse manner, including situations where a service provider is off-hand or rude
  • providing a service on worse terms
  • not making a reasonable adjustment, if this is necessary to enable the disabled person to use the service effectively.

Reasonable adjustments

Service providers have to make reasonable adjustments if without these adjustments it would be impossible or unreasonably difficult for disabled people to use their service.

Reasonable adjustments include:

  • changing the way a service is provided
  • providing an additional aid or service, such as an induction loop, if this will help or enable someone to access the service
  • removing or altering physical features, such as doors, lighting or glass screens, if these create barriers to accessing the service
  • providing the service in an alternative way.

Service providers only have to do what is reasonable in the circumstances. But you must make these adjustments even if you do not know if a customer is disabled. You should plan ahead to make sure you comply, and regularly review your plans. You cannot pass the cost of reasonable adjustments on to your customers.

The cost of not complying

If you discriminate - including not making reasonable adjustments - your customers can take you to court. The court can award damages to compensate disabled customers if you have discriminated against them.

Further information

Find out more in our Your rights factsheets. You can also get information from the Disability Rights Commission (DRC) (external link, opens new browser window).

For information on building a business case around disability access visit www.realising-potential.org (external link).