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Mystery Shopper: Discrimination - Access all areas.
(From Post Magazine)
In April of last year, a new Disability Discrimination Act was passed by parliament, and it made several important amendments to the 1995 Act. The main aim of the alterations is to improve accessibility for disabled people, a legislation development that continues to try to improve the rights of disabled people.
The DDA requires businesses to take a number of steps to improve access for those with a disability. 'Accessibility' covers several areas, such as the provision of ramps to enable easier physical access to a building and well-defined signs for those with a visual impairment. However, as well as making adjustments to premises and working practices, businesses must ensure that they help the hard of hearing or visually impaired by making call centres, websites and printed material more accessible.
Website breaches
Unfortunately, a recent mystery shopping exercise that focused on home insurance companies has revealed an alarming 'reality gap'. The difference between the processes companies think they have in place, and what is actually happening are wide. For example, it is no exaggeration to say that a large percentage of websites are in breach of the law.
The DDA applies to any business, non-profit organisation or government department that is offering a service to the public. This includes shops, hotels, accountants, solicitors and broadcast services as well as utilities, sports organisers, tele-sales businesses and, of course, insurers.
Most websites prove difficult for disabled people to use but organisations offering services and goods on the internet are now legally required to make their sites accessible. The visually impaired need sites to provide text as an alternative to images, for translation into legible or audible words. Large format text and effective colour contrast are also required by partially sighted people, and those suffering with dyslexia will be aided by the use of alternative text formats or more simple English.
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