Provision of services

This page outlines very briefly the rules under Part 3 DDA against discrimination by shops, businesses and other providers. There is more detail in the Services FAQs. A separate page suggests some guidelines for service providers.

In general, anyone providing goods, services or facilities to the public is prohibited from discriminating against disabled people. On this website I use 'services' as a shorthand for 'goods, services or facilities'.

The rules apply whether the services are provided free or for payment. They include for example shops, local councils and government departments, telesales businesses and courts (see Appearing in court).

There are special rules on education and airlines and ships. Also public functions (eg police arrest) and many private members' clubs are now within the DDA even where they do not involve services to the public.

Broadly, providers must not treat a person less favourably for a reason related to his or her disability, and also have a duty to make reasonable adjustments. There can be a 'justification' defence, but this is quite limited.

Examples of what may well breach the DDA:

putting the phone down on a person because of the stammer;
a person who stammers not being given the extra time needed to communicate where there is a queue of people waiting behind;
being offhand or rude to a customer because they stammer;
voice-activated phone systems - booking or enquiry systems where the computer cannot understand what you say and you cannot get put through promptly to a real person;
voice analysis on insurance claims, if this leads to insurance claims by people who stammer being investigated with particular suspicion on the basis that they are likely to be dishonest.

You can complain to the service provider, which may help produce improvements for others who stammer. There is a Disability Conciliation Service (www.dcs-gb.org) which may be useful. Court cases normally go to the County Court (sheriff court in Scotland). Amongst other things, the court can award compensation for injury to feelings. See sources of help and advice.

There is much more detail at the Services FAQs, and the pages linked from it.

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Provision of services

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