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Quick-tips guideHow to make your business
more successful through being more accessible.
Accessibility is the degree to which a product, device, service, or environment is available to as
many people as possible.
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It is clear that worldwide there is a lack of clarity surrounding the disability sector. The definition of disability is not clear, stereotypes abound and statistics are not widely promoted, all of which give rise to a lack of understanding and ultimately the exclusion of people with disabilities.
Through its Accessible Bunbury: Business initiative, the City of Bunbury wishes to aid local business owners in clarifying what disability means and what disability access involves, so that stereotypes and exclusion can be overcome.
Think disability access doesn’t matter to you? Over 13,000 people in Greater Bunbury have disability; 50% of which participate in the workforce; and 59% of which require assistance from a family member, carer or friend, who would all prefer to shop in an accessible Bunbuy business.
Give back to your community whilst widening your target audience and increasing your market opportunities. Help us to build a city where the whole community can access and benefit from the products and services provided by all businesses in Bunbury.
The City of Bunbury, in conjunction with its Community Access Committee, proudly presents this guide as part of its Accessible Bunbury: Business initiative. The City of Bunbury is committed to facilitating the inclusion of people with disabilities through the improvement of access to its buildings, facilities, services and information, but also through the promotion of access and inclusion amongst the community.
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What is disability? .......................................... 4
Why does disability access matter to me and my business? ......... 6
How to use this guide ................................ 7
Making it easy for people to find you .......................................................... 8
Making it easy for people to get in .............................................................10
Making it easy for people to get around ................................................12
Making the most of customer service ........................................14
Your’re Welcome and accessible toilets .........................................17
Want to find out more?..........................18
Contents
“Where does your business sit?”
Accessibility
convenience
ease of access ease of understanding
user-friendliness
inclusion
ease of use
openness
for every body
awareness
catering for different physical and intellectual
abilities
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According to the Disability Services Commission, a disability is any continuing condition that restricts everyday activities. The Disability Services Act (1993) defines ‘disability’ as a condition which
> is attributable to an intellectual, psychiatric, cognitive, neurological, sensory or physical impairment or a combination of those impairments
> is permanent or likely to be permanent
What is disability?
Check out a few examples of what impairments and conditions are considered disabilities in the table below. You may be surprised at what is listed!
Physical Sensory Mental/BehaviouralAmputation Blindness Autism
Cerebral Palsy Cataracts Down Syndrome
Muscular Dystrophy Glaucoma Schizophrenia*
Paralysis Macular Degeneration Dementia
Chronic Fatigue Syndrome* Retinitis Pigmentosa Bipolar Disorder*
Asthma* Low Vision Dyslexia*
Diabetes* Deafness Aspergers
Motor Neuron Disease Hearing impairment Foetal Alcohol Syndrome
Multiple Sclerosis
Arthritis*
> may or may not be of a chronic or episodic nature
> results in substantially reduced capacity of the person for communication, social interaction, learning or mobility and a need for continuing support services.
However, with the assistance of appropriate aids and services, the restrictions experienced by many people with disability may be overcome.
* Although these conditions may not initially be considered disabilities, severe incidence of them can substantially restrict a persons everyday activities and necessitate continuing support services; thus being classified as disability.
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Yes! There are many types of disability and they can result in mild core activity limitation; for example a person with severe arthritis and thus difficulty walking, up to profound core activity limitation; for example a child with severe Down Syndrome.
The main categories of disability are physical, sensory, mental and behavioural. A physical disability (disorder of the musculoskeletal, circulatory, respiratory or nervous system) is the most common. Mental/behavioural disabilities (intellectual and developmental disorders that affect thought processes, learning and communicating) are second most common, followed lastly by sensory impairments in hearing and vision.
Many people with disability have multiple impairments, and it is important to realise that; physical disability goes beyond using a wheelchair, sensory disability means more than using a guide dog, and intellectual disabilities can include mental illnesses.
Summing up
A disability is any physical, sensory, mental or behavioural continuing condition that restricts a persons everyday life.
Access in this sense refers to how people with disability, their families and their carers are able to utilise businesses and services.
Inclusion is about ensuring everybody; regardless of age, ability, gender and race; are able to participate in the community.
So disability refers to more than a person in a wheelchair or using a guide dog?
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> In Bunbury, over 6,500 people, or 21.8% of the population, are identified as having disability.
> If we take into account the surrounding areas of Australind, Eaton, Gelorup and Dalyellup, that number rises to over 13,000!
> And those 13,000 people have money to spend; contrary to popular belief, over half of people with disability participate in the workforce.
> Additionally, 59% of people with disability require assistance from a family member, friend, and/or carer.
> They too have friends, colleagues and social networks who would prefer to spend their money at accessible businesses.
> Finally, an accessible business also benefits pregnant mothers and families with prams, shoppers with bags, and delivery people.
So by making your business more accessible, you will be making yourself more attractive to those with disability but also the Bunbury community as a whole. Can you afford not to?
Access and the law
Regardless of the positive economic and social outcomes of making your business more accessible, 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 disability cannot get into your building or cannot access your goods or services they could make a complaint of discrimination under either the State Equal Opportunity Act 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 assist your public liability and workplace safety responsibilities.
Why does disability access matter to me and my business?
Think accessibility doesn’t apply to you? Check out these stats…
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This guide will provide you with tips, tricks and opportunities to make your business more accessible. To make it easier for you, it is separated into four sections relating to different aspects of your enterprise:
How to use this guide
What language do I use?
If you are making the effort to improve accessibility to your business, the first thing you can do is ensure your staff and business signage are part of that effort.
Use signage that identifies:
> ‘Accessible Toilet’ not ‘Disabled Toilet’
> ‘Accessible Parking’ not ‘Disabled Parking’
> ‘Accessible Entry’ not ‘Disabled Entry’.
And always refer to:
> a person with disability rather than a disabled person.
> a person who uses a wheelchair rather than someone confined to one.
> a person who is blind rather than a person who suffers blindness.
> Making it easy for people to find you
> Making it easy for people to get in
Blue points are quick fixes that are simple and cost-effective to implement but do make a difference to the accessibility of your business.
Orange points are medium-level options which require a little more time and energy but will pay dividends.
Purple points signify larger modifications available to business owners committed to making themselves definitively more accessible.
> Making it easy for people to get around
> Making the most of customer service
Within each section, the various points are colour-coded to signify their differing levels of complexity
This coding demonstrates how simple (and cheap!) it can be to make your business more accessible, whilst shedding light on some additional projects that can be investigated if you choose to do so.
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Making it easy for people to find youTo attract customers with disability you can take various steps to make your business easier to find and get to.
Remove dangerous obstacles from the direct entrance e.g. advertising boards, displays or furniture, so people who use wheelchairs, older people, or people with a vision impairment are not at risk of falling over them and can find your entrance easily.
Display clear external signs to help people with vision impairments or learning difficulties identify your shop.
Let people know your business is accessible.
For example, include wheelchair (and pram) access in your
promotions and advertisements.
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Make sure overhanging trees or signage do not create a hazard to a person who is blind or vision impaired.
Paint the entrance to your business in a colour that contrasts
well with the surroundings.
This will make it stand out for people with a vision
impairment.
Highly contrasting colours not only distinguish an
entrance from the general environment but also make
it easier to tell the difference between the immediate door
surrounds and the doorway itself.
Be aware of reflective glass in your shop front. For people with a vision impairment this often presents a confusing picture of reflections, light and shadows. A good solution is to place safety markings on the glass so people don’t walk into it. It is also easier to distinguish between the window display and the doorway.
Make sure the path from the carpark to your entrance is accessible for a person using a wheelchair (e.g. wider and more even) and less slippery for someone older or using walking aids.
Think about making at least one wider customer car space
for people with a disability to use if your business owns
parking space.
Would better lighting make your car parks and
pathways safer?
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Making it easy for people to get inIn new buildings all customers, including people using wheelchairs, must be able to enter the shop independently. But in many older buildings the main entrance may have one or several steps, or be difficult in other ways.
Here are some ideas on how to make it easy for customers to get in to your business.
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Make sure doormats are secure and level with the surrounding floor.
If you are permitted to have advertising boards, display items or furniture outside your business, make sure these is a clear accessible pathway along the building line to your entrance.
If possible, make sure that the entrance is easily
visible from the counter so that staff are aware when a customer needs assistance
to enter the premises or to purchase goods.
Install a handrail where this can make entry easier.
Ensure your door handle is at a height easy for all
customers to reach.
If the entry to your business is not level, purchase a removable ramp (this can also be handy when moving in new stock with trolleys etc)
If possible, build a permanent ramp at the entrance to your business.
Make the door easier to open by making it lighter or automatic. (i.e. by installing a push-button).
Make the doorway wide enough to allow a person
with a walking frame, wheelchair, or pram to pass
through with ease.
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Check shopping aisles are wide enough (preferably 1.2 metres).
Making it easy for people to get aroundIdeally, once inside your shop or premises customers with disabilities should be able to find their way to all sales areas, browse and inspect goods, bring them to the cash desk or receive services in the same way as people without disability.
Make sure the floor is free from trip hazards.
Find ways to reduce the amount of background noise or to turn down music when necessary.
Be mindful that signs and price labels are clear and ensure
overhanging signs do not cause a hazard.
Have a chair available for customers who may need to wait or rest.
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.
Allow one of your powerpoints to be utilised by gopher or electric
wheelchair users so that they can recharge batteries if required.
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Verify that electronic payment systems are on a long
enough cord to pass over to someone using a wheelchair.
Make sure at least one of your checkout aisles is wide enough
for a wheelchair or walking frame (preferably 1.2 metres).
Take care that at least part of your customer service area is at a height that is suitable for people using wheelchairs (750 – 800mm from floor level).
Ensure your business is well lit, especially around
service counters.
Provide written menus or other product information in large print versions or have staff read information out to customers. Look at the possibility of providing information in Braille.
Make sure the floor surface is non-slip.
Look at installing a hearing loop or other system at
your front counters to assist people using
hearing aids, especially if there is a screen
restricting communication at the counter.
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Always address the customer directly, not other people who may be with them (such as a carer).
Make the most of customer serviceWhen talking about improving access it’s easy to think only in terms of installing ramps, toilets and other fixtures. But one of the simplest and cheapest solutions is to change the way you think about customer service for people with disabilities. It’s not difficult to train your staff on how to communicate effectively with all your customers and how to give practical assistance when it’s needed.
Treat each customer with disability as an individual customer with their own likes and dislikes. Always focus on the person, not their disability.
If you are having a conversation that will last more than a few
moments with a customer using a wheelchair, bend to eye level
or pull up a chair.
Always ask the customer first if they want help and how they would like their goods and services to be
provided. Do not assume they need assistance. If the customer
declines your help, always accept this response.
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For people who may have a learning difficulty, an intellectual disability or brain injury:
Address the customer directly, listen carefully, speak clearly and check for understanding. Always use clear language without being patronising.
Allow your customer time to ask questions and try not to rush them. Try not to overload people with an intellectual disability with information. Reassure your customer you are there to help if they forget the information.
For people who are hearing impaired or deaf:
Always face the customer so they can read your lips. Try to make sure there are no bright lights behind you that may limit their ability to do this.
Don’t shout; use your normal tone of voice and volume. If possible, move out of the way of background noise.
If your customer has a sign language interpreter, always address your comments directly to your customer rather than to the interpreter.
Have a pen and paper on hand to help you communicate with your customer.
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For people who have a speech impairment:
Talk in a quiet environment if possible.
Be patient, don’t be afraid to ask the person to repeat themselves. Ask the person to say the request using different words if you can’t understand.
Ask a person to give you a clue to the subject or spell a word – they may have a communication board or alternatively use a pad and pen.
If a person is indeed using an electronic communication aid stand in front of them, rather than reading over their shoulder.
For people who have a vision impairment or are blind:
Always identify yourself by name. If appropriate, ask for their name so you can address them directly and so they know you are talking to them and not to someone else.
Don’t shout, and give clear directions if required. Refrain from using terms such as ‘over there’ and use directives such as ‘to your left about five metres’ instead.
If a customer asks for assistance to go somewhere ask which side you should be on and offer your arm so they can hold just above your elbow.
Never pat or distract a guide dog or offer it food while it is in harness. It is a working animal under the control of its owner.
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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).
If you do not have an accessible toilet, make sure all staff know the location of the nearest accessible toilet.
City of Bunbury maps detailing these locations are available upon request.
You’re Welcome
Have you heard of the You’re Welcome initiative?
This online database assists people with disability, their family and carers to find accurate and detailed access information about restaurants, hotels, small businesses and more throughout Western Australia. To view the database, go to www.accesswa.com.au
The Disability Services Commission through participating local government authorities administers the database, so to register your business call the City of Bunbury’s Community Development Team on 9792 7000.
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For more information on planning issues, building approvals, City of Bunbury access requirements and ways to support access for all contact:
City of BunburyPhone: (08) 9792 7000
National Relay Service on 133 677 or 1300 555 727
www.bunbury.wa.gov.au
Speak to: Planning and Development Services and the Community Development Team
Want to find out more?
For more information on design issues, developing alternative access methods or to contact an Access Consultant:
Access Audits AustraliaPhone: (03) 9431 3472
www.accessauditsaustralia.com.au
Association Of Consultants in Access – AustraliaPhone: (03) 5221 2820
www.access.asn.au
Standards AustraliaPhone: 1300 654 646
www.standards.com
The City of Bunbury Community Access Committee
The City facilitates a thriving Community Access Committee which discusses, analyses and consults on issues of access and inclusion within Bunbury.
This Committee meets bimonthly and its membership comprises people with disability, their family members and carers, professionals working in the disability services industry as well as Councillors and City of Bunbury staff.
If you are passionate about disability access and inclusion and would like to be a part of the Committee, call the City’s Community Development Team on 9792 7000.
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For more information on disability awareness, access and inclusion:
Disability Services CommissionPhone: Perth (08) 9426 9200; Bunbury (08) 9722 3033
www.disability.wa.gov.au
National Disability ServicesPhone: (08) 9242 5544
www.nds.org.au
For more information on legal issues and responsibilities:
Australian Human Rights CommissionPhone: (02) 9284 9600
www.humanrights.gov.au
Equal Opportunity Commission – Western AustraliaPhone: (08) 9216 3900
www.eoc.wa.gov.au
If you would like this publication in an alternative format please contact the Community Development Team at the City of Bunbury by phone on (08) 9792 7000; through the National Relay Service on 133 677 or 1300 555 727; or by email through [email protected].
Find out how to make your business
more successful through being more
accessible.
