Written information

When you provide written information as part of your service, you must not discriminate against, harass or victimise people because of a protected characteristic in:

  • what the information itself says
  • the way it is provided.

When you provide written information as part of your service, think about providing it in alternative formats, such as in Braille, on CD, or electronically, for disabled people who need the information in this form. Although it depends on your circumstances,  this is likely to be a reasonable adjustment which you must make. 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.

For example:

A café whose menu does not often change provides menus in Braille and large print so that customers with different visual impairments can independently use the menu.

A restaurant changes its menus daily. Because of this, it considers that it is not practicable to provide menus in alternative formats, such as Braille. However, its staff spend a little time reading aloud the menu for blind customers, and the restaurant ensures that there is a large-print copy available.

A community organisation providing health advice produces its leaflets in a range of alternative formats.

You can read more about making reasonable adjustments to remove barriers for disabled people.

More information

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