Equality watchdog asks retailers to do more to help disabled customers

The Equality and Human Rights Commission (EHRC) has issued a new guidance to help the retail industry better assist disabled customers.

The equality watchdog said the guidance has been published in response to the growing concerns over the accessibility of supermarkets and retailers during the pandemic.

Rebecca Hilsenrath, chief executive of the equality watchdog, has also sent an accompanying letter to supermarkets and retail consortiums, reminding them of their legal obligations to help disabled customers.

“We have heard of a range of concerns, from long queues with no rest places, to lack of awareness about particular health conditions that mean people are exempt from wearing a mask,” Hilsenrath said.

“No matter what decisions and actions are made, all retailers have a legal duty to abide by equality law. It is essential that disabled people are not left behind as retailers continue to meet the challenges of the ongoing pandemic.”

Hilsenrath has urged retailers to anticipate the needs of disabled customers and make reasonable adjustments so that they can shop online or in stores with confidence – especially for food and essential items.

Supporting the guidance, the Association of Convenience Stores (ACS) said it has produced several resources for local stores, including a Supporting Vulnerable Customers guide which provides retailers with best practice advice on how to better support vulnerable customers and colleagues in-store.

James Lowman, ACS chief executive, said: “We have seen how retailers have gone the extra mile to ensure that they can continue to feed their communities safely and effectively throughout the coronavirus crisis, from offering home delivery and collection services to providing alternative payment methods. The Covid-19 outbreak has highlighted the vital role that our colleagues play in the lives of their customers, particularly those who may be more isolated or vulnerable.”