Home » Information for businesses on stammering (stuttering) and Equality Act 2010 » Making services accessible

Making services accessible

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This page does not apply outside Great Britain.
Last updated 3rd June 2010.

This page aims to give guidance to businesses, public authorities and other service providers on how to make services accessible for customers/clients who stammer. It is a bullet point summary, with links to more detail. The provisions of the Equality Act 2010 are dealt with elsewhere on this site.

These pages on making services accessible for stammering are likely to develop over time. I welcome any feedback (allan@atyrer.net).

Equality Act and awareness training

  • A stammer will very often be a ‘disability’ within the Equality Act 2010, so that the obligation to make reasonable adjustments and other Equality Act duties apply. It is sensible for a service provider to assume that a stammer is covered by the Equality Act.
  • Disability awareness training should encompass stammering and other communication impairments. This field is often neglected. See training providers.

Talking with someone who stammers


  • Voice recognition systems can be a major barrier. They should include an option to press a key to speak to a real person, either in the initial menu or the first time a person is not understood. (Voice recognition telephone systems)
  • People who stammer can find the telephone particularly difficult. Allow the option of dealing with any matter by email or post if that is what the customer prefers, rather than requiring a phone call. (Alternatives to the telephone)
  • If there is a time limit on phone calls, it may be necessary to waive this. (Allowing extra time on the phone)
  • Voice risk analysis should not be used to flag up people with communication impairments as potentially dishonest. (Voice risk analysis).
  • Do not set answering machines to cut off after just a few seconds of silence.
  • More on phone calls.

Other points

External links


20th anniversary of stammeringlaw, 1999-2019