Creating a fairer Britain
You may provide services over the telephone as a main activity – for example, providing a telephone order line for the purchase of goods – or you may have a telephone service as part of your service, for example, telephone banking, or enquiry lines via a call centre.
When you provide telephone information as part of your service, you must not discriminate against, harass or victimise people because of a protected characteristic in:
When you provide services over the telephone, you must make reasonable adjustments for disabled people who would otherwise face a barrier to accessing the service. If it is a reasonable adjustment to provide the service in a different way, then you must do it. You cannot wait until a disabled person wants to use your services, but must think in advance about what people with a range of impairments might reasonably need.
However, if an individua disabled person asks for an adjustment that you haven’t yet considered to enable them to use your service, you will need to make the adjustment if it is reasonable for you to do so.