Smart Business

How your business can attract more customers by providing better access for everyone.

How can your business benefit from good access? With 20% of people in WA living with a disability you can expect a large proportion of your customers to have some form of disability. Currently 1 in 3 people with disability report that their customer needs are often unmet.

This leaflet has been produced to provide businesses with a guide as to how they can become more accessible for everyone. The more that businesses do to enable their customers to have a pleasant experience, the more likely it is that they will return.

Everyone benefits…Parents with young children, seniors and people from non-English speaking backgrounds may all potentially benefit from small improvements to access and inclusion. It is about everyone being able to participate fully in community life.

Even by making small changes your business will help to make a difference.

Access and Inclusion is everyone’s

business

Here’s what your business can do…

For people with physical access limitations:

Inside – consider

• Easy opening doors that are wide enough for wheelchairs and prams.

• Counters and information within reach of a person using a wheelchair.

• Plenty of aisle space for wheelchairs and prams to easily manoeuvre.

• Surface finishes that are slip-resistant, evenly laid and free of hazards.

• Accessible toilets with enough circulation space for wheelchair users to manoeuvre i.e. ensure bins, change tables and cleaning supplies are not impacting on space.

• Installing baby change tables and/or an adult changing places facility.

Outside – consider

• Clearly marked and signed ACROD bays.

• A continuous accessible path of travel from parking to your business.

• Installing ramps and handrails.

• Colour contrast strips on steps.

• Paths which are clear of bulky signage, furniture and bins.

• Reporting any public access issues to the Shire.

For people who may have difficulties communicating:

Hearing impairments• Speak naturally and clearly and face the customer.

• Turn a computer screen or till towards the customer if they are having difficulty understanding you.

• If required, use a pen and paper to write questions and answers.

Vision impairments• Provide clear signage, labels, business cards and general

information in Arial or Helvetica 12 point font.

• Use sentence case rather than UPPER CASE.

• Ensure websites meet accessibility guidelines: http://www.w3.org/WAI/

• Make commonly requested information available in large print (18 point font) i.e. menus, advertising or tourist information.

• Design advertising with high contrast between font and background.

• Encourage dog owners to not tether dogs at premise entry points.

Keep questions simple and short. Be patient and understanding. Smile.

For people from non-English speaking backgrounds: • Design your website with alternative language options.

• Consider translating advertising or tourist information to some common local languages.

• Consider providing pictures on menus and clothing / shoe sizing conversion charts

For people living with dementia: • Train staff in understanding dementia, the potential signs and

how to effectively communicate.

• Keep questions simple and short. Be patient and understanding. Smile.

• Reduce background noise levels and other distractions.

• Have signage with clear and essential information only, large graphics, clear colour contrast to the background that is non-glaring and fixed at eye level.

• Include wayfinding signage for facilities including exit signs.

• Use standard graphics such as universal symbols for toilets.

• Ensure tapware is familiar, intuitive and easy to use.

• Ensure there are no areas of deep shadow or glaring light.

• Ensure flooring and carpet design doesn’t confuse someone with a visual or cognitive impairment.

Benefits to your business: • The experience of many satisfied employers is that employees

with disability are more reliable, more affordable, just as productive and good for business.

• Employing people with disability builds morale, loyalty and goodwill among staff, customers and the community by positively reflecting diversity.

Contact a Disability Employment Service (DES) Provider • DES providers are a free service to employers. They can

promote vacancies, provide recruitment support, on-site training and ongoing workplace support.

• Ask about financial assistance available i.e. the Employment Assistance Fund, wage subsidies, supported wage scheme, wage support for apprenticeships / traineeships, and insurance and work health and safety financial coverage.

• Find out more at www.jobaccess.gov.au

Tips for everyone!• Treat all customers and potential customers with dignity

and respect.

• Respect everybody’s right to be independent. Ask first if they require assistance.

• Remember that all disabilities are not always easy to recognise and require you to be understanding and accepting.

• Consider training in customer service with a focus on assisting people with varying needs.

• If the customer is with a carer, always direct any conversation towards the customer with a disability (unless advised otherwise).

• Become a Companion Card affiliate business.

• Consider alternative ways for people to find out about your business such as the use of social media, websites, phone or email.

• Don’t expect a person with disability to fit your service, be flexible with the service to suit the needs of the individual.

Need more info?For more information, resources and ideas for businesses you can visit:Department of Communities, Disability Services at www.disability.wa.gov.au/business-and-government1/business-and-government/ Or speak to the Community Development Officer at the Shire. Phone: 9780 5255Email: amrshire@amrshire.wa.gov.au

This leaflet is available in alternative formats upon request. This leaflet has been produced by the Shire of Augusta Margaret River with funding from the Lighthouse Project, delivered by Local Government Professionals Australia WA. Funding for the Lighthouse Project is provided under the National Disability Insurance Scheme (NDIS) Information, Linkages and Capacity Building (ILC) stream and administered by the Department of Communities.