Calls for retailers to do more to help disabled customers

In response to growing concerns over the accessibility of supermarkets and retailers, the Equality and Human Rights Commission (EHRC) has published new guidance to help the industry better assist disabled customers during the pandemic.

The guidance has been sent to CEOs of supermarkets and retail consortiums along with a letter from EHRC’s chief executive, Rebecca Hilsenrath, outlining their legal obligations to help disabled customers.

The letter explains how retailers should anticipate the needs of disabled customers and make reasonable adjustments so that they can shop online or in stores with confidence, especially for food and essential items.

The new guidance includes four steps:

• Provide a service that meets the needs of all customers – anticipate, prepare and make reasonable adjustments for disabled customers.
• Plan ahead to think about the needs of your disabled customers – consider and make changes to policies and procedures, as well as provide extra support and equipment, where necessary.
• Communicate with your customers – inform customers about how they will be supported through a variety of ways such as easy to read signs and spoken announcements.
• Train your staff – ensure that staff are supported with the right tools to help disabled customers, in line with the latest government guidelines on coronavirus (COVID-19).

Rebecca Hilsenrath, chief executive of EHRC, said: ‘Shopping has changed for everyone during the pandemic.

‘We’ve read extraordinary stories of the efforts made by retailers and by voluntary groups to provide help where it was needed. Nevertheless, a task which already carried particular challenges and barriers for disabled people has become almost impossible for some.