Creating Equal Access to Goods and Services

Providing equal access to goods and services may require businesses to take actions that remove common barriers to access. These barriers are generally thought of as physical, such as steps to front entrances. However, barriers can also be policies and procedures that make it difficult for customers with disabilities to access services. Sometimes additional assistance and services are necessary to meet the needs of customers with a wide range of disabilities.  Generally, actions businesses are required to take fall into four main categories: Barrier Removal, Effective Communication, Modification of Policies and Procedures, and Eliminating Unnecessary Eligibility Standards.

Barrier Removal

Access to the business facility should be accessible. This includes parking, the route to the building, and features inside the building such as bathrooms, drinking fountains, counters, and the check-out area. Businesses are expected to achieve physical accessibility by following the ADA 2010 Standards for Accessible Design in new construction and renovation. Existing facilities should be made accessible by making any changes that can be done without undue expense or difficulty, otherwise known as “readily achievable” changes.

Effective Communication

Businesses are required to provide “auxiliary aides or services” when needed to provide effective communication. That means communication with customers with disabilities should be as clear and understandable as communication with all customers.

Examples:
A doctor may need to provide an interpreter for his patient who is deaf during a medical consult.

A restaurant may provide large print menus for their patrons with low vision

Modification of Policies and Procedures

Access to goods and services should not be limited due to strict adherence to policies and procedures. Businesses are required to modify policies and procedures for their customers with disabilities when needed to fully use a business’s services. Note: This does not mean that businesses cannot have policies that might affect people with disabilities. Only that businesses must modify their policies, as needed. 
Examples:
A dress shop has a policy of only allowing one person in the dressing room at a time. However, this policy is modified so the customer’s personal care attendant can assist her in a dressing room.

A diabetic customer brings a small low sugar snack bar into the movie theatre. Since there are limited selections at concessions, the customer may need a specific snack due to their blood sugar levels. The usual policy could easily be modified for this individual.

Eliminate Unnecessary Eligibility Standards