Step 3. Communicate with customers
- Ensure any communication about face coverings makes it clear to all staff and customers that it is not compulsory for some disabled customers to wear a face covering. For example, they may have a physical or mental condition or impairment, or disability
- Consider how to communicate in a variety of ways about changes to your service and how customers can shop in an accessible way to take into account disabled people’s needs. For example, offer clear, easy-to-read signs, as well as messages through spoken announcements
- Ensure your website is accessible and usable by disabled people with assistive technology requirements such as screen readers
- Consider providing information on websites and in-store on what adjustments disabled people can expect
- Ensure that staff know to remove their masks or face coverings if they are assisting a customer who relies on lip reading to communicate
- Be respectful and aware that blind and partially sighted people may have difficulty social distancing, as well as following visual signage or indicators.
Last updated: 09 Sep 2020