Help customers understand how they can access your business, services and information.
Business accessibility guide toolkit
An accessibility guide provides clear, practical information about your business so customers can decide whether it meets their access needs before they visit.
This toolkit will help you create an accessibility guide that is easy to understand, easy to maintain and useful for both customers and staff.
Why provide an accessibility guide?
People have different access needs. Providing clear accessibility information helps customers make informed decisions and plan their visit with confidence. It also demonstrates your commitment to creating a welcoming and inclusive experience.
An accessibility guide can help you:
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Support customers by providing information they need before visiting your business.
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Provide consistent information so staff can confidently answer questions about accessibility.
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Reduce repeated enquiries by making accessibility information easy to find.
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Identify opportunities for improvement by reviewing your premises, services and customer experience.
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Build trust and confidence by showing customers you have considered a range of access needs.
What is accessibility?
Accessibility means creating spaces, services and information that can be used by as many people as possible, including people with disability.
Accessibility is about more than physical access. It also includes how people access information, communicate with your business and interact with your services.
Key areas of accessibility include:
Physical access: How people enter, move through and use your premises. This may include pathways, entrances, seating, toilets and parking.
Communication: How information is shared with customers, including spoken communication, printed materials and customer service.
Digital access: How people access information online, including websites, online bookings, forms and digital content.
Understanding different access needs
People experience disability in different ways, and access requirements vary from person to person. An accessibility guide should provide practical information that helps people decide whether your business will meet their needs.
Consider including information for people with:
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Mobility access needs: People who use wheelchairs, walking frames, mobility aids or have limited mobility.
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Vision access needs: People who are blind, have low vision or use assistive technologies.
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Hearing access needs: People who are Deaf, hard of hearing or use hearing devices.
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Cognitive access needs: People who may benefit from clear instructions, simple navigation and easy-to-understand information.
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Psychosocial disability and neurodiversity: People who may prefer predictable environments, clear processes or quiet spaces.
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Communication access needs: People who communicate in different ways or may require additional support.
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Environmental sensitivities: People who may be affected by lighting, noise, strong smells or crowded spaces.
What to include in your accessibility guide
Your guide should provide practical information that helps customers understand what to expect when visiting your business.
Consider including the following sections:
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Overview: Briefly describe your business, services and your commitment to accessibility.
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Getting there: Provide information about public transport, nearby parking, drop-off zones and accessible paths of travel.
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Entrance and layout: Explain how customers enter the premises and move around the space. Include details about steps, ramps, lifts, door widths and circulation space where relevant.
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Facilities: Include information about accessible toilets, seating, change facilities, hearing assistance systems or other accessibility features.
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Communication options: Outline how customers can communicate with your business, including phone, email, online bookings or alternative formats.
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Policies and support options: Include information about assistance animals, support workers, companion cards or other relevant policies.
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Contact details: Provide a contact person or team who can answer accessibility questions before a visit.
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Feedback: Offer a way for customers to provide feedback and suggest accessibility improvements.
Tips for a clear and useful guide
The most effective accessibility guides are clear, factual and easy to scan.
When writing your guide:
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use plain, direct language
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keep sentences short
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avoid technical terms where possible
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use headings and bullet points to organise information
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present factual information rather than assumptions
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provide specific details and measurements where relevant
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keep formatting consistent throughout the guide
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make information easy to find and navigate
Remember, customers are looking for practical information that helps them decide whether your business will meet their access needs.
