Information from Rugby Tourism
Disability Discrimination Act (DDA)
Help with preparing - physical issues
The final stage of the Disability Discrimination Act comes into force this year. By October 2004 action will have to be taken to remove, alter or avoid a physical feature that makes it impossible or unreasonably difficult for a disabled person to use a service.
The term ‘disability’ is defined in the Act as ‘a physical or mental impairment which has a substantial and long term effect on a person’s ability to carry out normal day to day activities’. It therefore covers, for instance, those with impaired sight or hearing as well as those with mobility difficulties. As this applies to nearly 14% of the population, it is a significant proportion of potential customers of tourism facilities. It is therefore in all our interests that the needs of those covered by the Act are met, not only to comply with the law but also as a matter of good business.
Much of the work that needs to be done to make sure that a disabled person is properly catered for is basic common sense. Simple changes to layout and the provision of better signs and information need not be expensive and can also benefit other customers, such as families or the elderly.
The following points have been suggested by the English Tourism Council, to help improve customer care towards those with disabilities:
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If someone looks as if they need assistance, offer it, but wait for them to accept before you help
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If a disabled person is with someone, talk to the disabled person directly, not to the person who is with them
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Disabled people are individuals just like everyone else. Do not make assumptions about their abilities or their needs
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Ensure all advertised facilities are available
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A review of in-house policies, practices and procedures should be undertaken regularly
Greater awareness of and sensitivity to the needs of disabled visitors can enhance the tourism experience for the provider as well as the guest. Thinking about the service provided to customers from the point of view of a disabled person will help to identify areas for attention and can also form part of staff training.
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