@Arne-TalkTalk @ferguson
I think that this covers it - the fact that TT could and should offer a disabled friendly way of communicating with the company - email being the preferred method - with TT being a service provider - I am extremely surprised that this is not already done !
The Equalities Act 2010
The law says you should not be disadvantaged just information or communication is not accessible to you. This is discrimination, and a public body or a service provider would only get away with it if they could show they did this for a very good reason and there was nothing they could do to make information accessible to you.
Equalities applies to Service Providers just as it does to employers
Service providers are required to make changes, where needed, to improve service for disabled customers or potential customers. There is a legal requirement to make reasonable changes to the way things are done (such as changing a policy), to the built environment (such as making changes to the structure of a building to improve access) and to provide auxiliary aids and services (such as providing information in an accessible format, an induction loop for customers with hearing aids, special computer software or additional staff support when using a service).
Reasonable changes are required wherever disabled customers or potential customers would otherwise be at a substantial disadvantage compared with non-disabled people. A substantial disadvantage is more than a minor or trivial disadvantage. Service providers cannot charge disabled customers for reasonable adjustments.
What is reasonable will depend on all the circumstances, including the cost of an adjustment, the potential benefit it might bring to other customers (ramps and automatic doors benefit customers with small children or heavy luggage, for example), the resources an organisation has and how practical the changes are.
The Equality Act 2010 requires that service providers must think ahead and take steps to address barriers that impede disabled people. In doing this, it is a good idea to consider the range of disabilities that your actual or potential service users might have. You should not wait until a disabled person experiences difficulties using a service, as this may make it too late to make the necessary adjustment.
