Written information

Multipage Guide

Who is this page for?

  • Any organisation providing a service

Which countries is it relevant to?

    • England flag icon


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    • Scotland flag icon


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    • Wales flag icon


When a service includes providing written information, a service provider must not unlawfully discriminate against, harass or victimise you because of a protected characteristic in:

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

When written information is part of a service, a service provider must 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 the service provider’s circumstances this is likely to be a reasonable adjustment, which the service provider must make.

In making reasonable adjustments, a service provider is not allowed to wait until a disabled person wants to use their services. They must think in advance about what people with a range of impairments might reasonably need. If they have not done this and a disabled person wants to use a service, then the service provider must make the reasonable adjustments as quickly as possible.

For example:

  • A cafĂ© 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.

Last updated: 19 Feb 2019

Further information

If you think you might have been treated unfairly and want further advice, you can contact the Equality Advisory and Support Service.

Phone: 0808 800 0082
Textphone: 0808 800 0084

You can email using the contact form on the EASS website.

Also available through the website are BSL interpretation, web chat services and a contact us form.


Opening hours:

9am to 7pm Monday to Friday
10am to 2pm Saturday
closed on Sundays and Bank Holidays

Alternatively, you can visit our advice and guidance page.