Make your business accessible

Two people who use wheelchairs sharing a meal in a Yarra hospitality venue

We want everyone to enjoy our shopping strips, local restaurants, music venues and cultural events in Yarra.

Plus, you might be missing potential customers if your premises are not accessible for all.

Meeting your legal responsibilities

Improving access will also assist your business to meet your legal responsibilities. In Australia, the law says that customers with disabilities should be able to access your goods or services just like any other customer. If a customer with a disability cannot get into your building or cannot access your goods or services they could make a complaint of discrimination under State anti-discrimination laws, or the Federal Disability Discrimination Act. Making your business more accessible is also likely to make it safer for both customers and staff and could have an effect on your public liability and workplace safety responsibilities. For more information on your legal obligations see ‘Further contacts’ at the end of this guide.

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.

Simple signage

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

Contrast the colour of your business entrance

Paint the entrance to your business in a contrasting colour to its surroundings (this may require a planning permit. Contact us for advice). 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. These markings should be in a contrasting colour on the glass, so it can be clearly seen from the footpath.

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

Ideally, 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

If possible, make sure there are clear sight lines between the entry and the counter so that staff are aware when a customer needs assistance to enter the premises or to purchase goods.

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 dangerous 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, including:
- Tables to be 700-850mm above the platform/ground height.
- Unobstructed knee clearance area of 430-440mm underneath the table.
- Adequate space around legs or consideration of a central table leg.
- Chairs should comply 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
Think about the best placement of fittings and fixtures, where they will not compromise independent movement
The counter should have one low section suitable for people using wheelchairs (750 – 800mm from floor level, Australian Standards [AS 1428])
Make sure at least one of your checkout aisles is wide enough
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
Consider your business layout, by leaving items such as products and displays in an unchanged location
Customer waiting areas ideally would have chairs available with and without arm rests
Consider using EFTPOS machines with features for customers with vision loss. Albert EFTPOS terminals are virtually impossible to use for blind and vision impaired users as there is no tactile keypad. Wireless EFTPOS or one with a long cord will enhance privacy for those in a wheelchair

Customer service

You could incorporate training and information on the importance of disability awareness into staff induction and development.

Clear communication

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

Focus on the person, not their disability
Simply ask in a respectful manner if the customer wants help
Ask the customer to repeat something if you do not understand
If the customer is using a wheelchair, bend to eye level or pull up a chair
Speak in a normal 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
Do not pretend you have understood
Ask the customer to point to or show you what they want
Have a communication board available from your regional communication service for free
National Rely Service is an Australia-wide telephone access service that relays calls

Customers with hearing loss

Always face the customer so they can read your lips.
Use your normal tone of voice and volume.
If possible, move out of the way of background noise or turn down any loud background music.
Find ways to reduce the amount of background noise or to turn down music when necessary.
Engage in alternative ways to communicate such as whiteboard, pen and paper, iPad and pointing.

Customers with vision loss

Always identify yourself by name.
If appropriate, ask for their name so you can address them directly and so that they know you are talking to them and not someone else
If your customer asks for assistance to go somewhere, offer your arm and if they accept ask which side you should be on so they can hold just above your elbow
Make sure 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
Look at the possibility of providing information in Braille or consider 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. They are trained specifically to know how to behave in public

Accessible toilets

Where possible, an accessible toilet should be provided in premises where customers may be spending a long period of time (such as restaurants and cafes).
Accessible toilets require easy maneuverability of a wheelchair so this means being free of clutter and stored items
If you do not have an accessible toilet, make sure all staff know the location of the nearest accessible toilet

Further contacts

Association of Consultants in Access Australia (ACAA) for design ideas and technical requirements

For legal issues and responsibilities:

Australian Human Rights Commission or phone: 1300 369 711
Victorian Equal Opportunity and Human Rights Commission or phone: 1300 891 848

For more information call Yarra City Council on 9205 5555 or email [email protected]