Creating an accessible business helps more people access your goods and services, strengthens community inclusion and can grow your customer base.
Good access is good business
Everyone benefits when businesses are welcoming and accessible. The Good Access is Good Business initiative encourages local businesses to reduce barriers, improve customer experience and support greater participation in community life.
Developed in partnership with our Disability Reference Network, this guide explains why accessibility matters and highlights practical ways to create a more inclusive business.
Disability is diverse
Disability can affect anyone at any stage of life and may be temporary, permanent, visible or non-visible. In Australia, around one in five people live with disability. Disability can affect how people:
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move
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hear
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see
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communicate
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understand information
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interact with their environment
People with disability are active members of our community, workforce and local economy. Creating accessible businesses helps more people participate in everyday life and access the goods and services they need.
Why accessibility matters
For many people, barriers can make it difficult to access businesses, products and services.
These barriers may include:
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physical barriers, such as steps or narrow pathways
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communication barriers, including inaccessible information
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digital barriers, such as difficult-to-use websites or online forms
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customer service practices that do not consider different access needs
Small improvements can make a significant difference to a customer's experience.
When people feel respected, supported and welcomed, they are more likely to return and recommend your business to others.
"I don't go into my local café because there are only steps to enter."
"We leave our local area to find accessible places to spend our time."
These experiences demonstrate how accessibility can influence where people choose to shop, dine and spend their time.
Benefits of being an inclusive business
Creating a more accessible business benefits both customers and business owners.
Improved accessibility can:
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attract more customers
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encourage repeat visits and customer loyalty
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strengthen your reputation within the community
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improve customer satisfaction
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support a wider range of people, including parents with prams, older adults and people recovering from injury
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create a more welcoming environment for everyone
Accessibility is not just good practice — it is good business.
Practical ways to improve accessibility
Accessibility is about more than physical access. It includes how people access information, communicate with your business and experience your services.
Communication and information
Consider:
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Keep online information up to date
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Use simple layouts and readable fonts
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Ensure strong colour contrast
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Include image descriptions
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Offer multiple contact options
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Include accessibility details in booking processes
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Provide user friendly forms
Physical space and customer service
Consider:
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Provide clear signage
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Keep entryways and pathways clear
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Allow space between furniture
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Provide large print or alternative formats
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Train staff to provide respectful service
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Allow assistance animals
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Provide good lighting
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Offer quiet areas where possible
Accessibility Checklist
Not sure where to start? Our Accessibility Checklist provides a simple way to review your business and identify practical improvements. The checklist covers physical access, customer service, communication and information, helping you create a more welcoming and inclusive experience for customers, staff and visitors.
Click here to assess your business and identify opportunities to improve accessibility and customer experience.
Glen Eira accessibility initiatives
Scooter Re-Charge Program
Our Scooter Re-Charge Program supports people who use mobility scooters and powered mobility aids by providing locations where devices can be recharged.
Businesses that participate in the program can help make it easier for people to travel, shop and spend time in the community.
Accessible parking
Accessible parking spaces are available across Glen Eira to help people plan their visits and access local businesses and services more easily.
Guide dogs and assistance animals
Businesses must not discriminate against people who use assistance animals.
It is unlawful to:
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refuse entry because a person has an assistance animal
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charge additional fees because of an assistance animal
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separate a person from their assistance animal
Ensuring staff understand these requirements helps create a welcoming experience for customers with disability.
Policy and legislation
Accessible businesses help create a fairer and more inclusive community and support compliance with Australian and Victorian legislation.
Relevant legislation includes:
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Disability Discrimination Act 1992 (Cth)
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Equal Opportunity Act 2010 (Vic)
Businesses should also be aware of local requirements that support safe and accessible public spaces. For example, permits may be required for outdoor dining areas or footpath trading and furniture. These requirements help ensure footpaths and public spaces remain safe and accessible for everyone.
