Make it easy for customers to find you

If your business is accessible, let people know. For example, if you have wheelchair access, include this in your promotions and advertisements.

Signage

Put up easy-to-read signage to help people with vision or other difficulties identify your premises.

Business entrance

Paint the entrance to your business in a contrasting colour to its surroundings (this may require a planning permit). If there are multiple entrances, provide clear directions about where each entrance is located.

Avoid reflective glass

Clear glass entrances can be hard to see, as reflections and shadows can cause confusion for people with vision impairments. Make your glass entrance safe and easy to see by placing markings (such as business name, logos or opening hours) 900mm-1200mm from the ground.

Make your business accessible

Please note that some of these modifications may require permission from us.

• Remove steps and provide a level entry to your premises
• If making the entrance level, consider moving the main entrance to a more accessible location
• Ensure your door handle is at a height that is easy for all customers to reach
• Make the door easier to open by making it lighter or automatic
• Make the doorway 800mm wide minimum to allow for a person with a walking frame, or wheelchair to pass through with ease
• Make sure doormats are secure and level with the surrounding floor
• Make sure there are clear sight lines between the entry and the counter so that staff are aware when a customer needs assistance.

Moving around

Once inside your business, customers should be able to find their way to all sales areas, browse and inspect goods, and access the counter.

Remove obstacles

Remove obstacles such as advertising boards, displays or furniture from the entrance to reduce the risk of people in wheelchairs, older people, or people with vision impairment falling over them.

Fittings and furniture

• Tables should have adequate clearance underneath, as follows:
  • Tables to be 700-850mm above ground height
  • Unobstructed knee clearance area of 430-440mm
  • Adequate space around legs or consideration of a central table leg
  • Compliance with the Disability Discrimination Act 1992 (DDA). Please refer to Australian Standards (AS 1428.2) for further guidance
• Aisles should be at least 1.2 m wide to allow room for wheelchairs, walkers and prams to turn
• Aisles need to be kept clear at all times, free of protruding displays
• Floors should be non-slip and free from trip hazards
• The counter should have one low section suitable for people using wheelchairs (750 - 800mm from floor level, Australian Standards [AS 1428])
• Place goods, particularly the most popular ones, within reach for someone using a wheelchair. If this is not possible, make sure staff are trained to offer assistance
• Customer waiting areas ideally would have chairs available
• Consider using EFTPOS machines with features for customers with vision loss. Wireless or a long cord EFTPOS will enhance privacy for those in a wheelchair.

Customer service

We encourage businesses to incorporate training and information to staff on the importance of disability awareness.

Clear communication

When you and your staff are communicating with customers, you should:

• focus on the person, not their disability
• ask in a respectful manner if the customer wants help
• ask the customer to repeat something if you do not understand
• bend to eye level or pull up a chair, if a customer is using a wheelchair
• speak in a clear voice and use clear language
• speak to the customer directly
• ask how you can help with communication
• ask one question at a time and allow your customer time to answer before speaking again
• ask questions that need a "yes", "no" or short answer
• ask the customer to point to or show you what they want
• use the National Rely Service, an Australia-wide telephone access service that relays calls.

Customers with hearing loss

If you're talking to a customer with hearing loss, you should:

• always face the customer so they can read your lips
• use your normal tone of voice and volume
• find ways to reduce the amount of background noise or to turn down music
• use alternative communication such as whiteboard, pen and paper, iPad and pointing.

Customers with vision loss

If you're talking to a customer with vision loss, you should:

• always identify yourself by name
• ask for their name (if appropriate) so you can address them directly and so that they know you are talking to them
• offer your arm if a customer asks for assistance to go somewhere (if they accept ask which side you should be on so they can hold just above your elbow)
• ensure signs and price labels are clear
• ensure overhanging signs do not cause a hazard
• ensure menus in cafes and restaurants are easy to read
• provide written menus or other product information in large print versions such as 14-point Arial or have staff read information out to customers
• consider providing information in Braille or using speech technology menus with a regularly changing menu
• ensure your business is has good lighting in all areas, especially around service counters.

Assistance animals

• If you are unsure if an assistance dog is accredited, you can ask for appropriate certification
• Never pat or distract an assistance dog or offer it food while it is in a harness.

Accessible toilets

• Where possible, an accessible toilet should be provided in premises
• Ensure the area is free of clutter, to allow movement of a wheelchair
• If you do not have an accessible toilet, make sure all staff know the location of the nearest accessible toilet.