Accessibility of products and services to disabled people – Report Summary

This is a House of Commons Committee report, with recommendations to government. The Government has two months to respond.

Author: Women and Equalities Committee

Related inquiry: National Disability Strategy

Date Published: 19 March 2024

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Summary

Not all businesses consider the needs of disabled consumers from the outset when designing their products and services. Where accessibility is considered, it is often an afterthought. Products and services should be inclusive by design. Not only will this ensure that people with disabilities can access the same products and services as everyone else, but it will also benefit businesses that currently risk missing out on the spending power of disabled households which is estimated to be worth £274 billion per year. The Government should engage with businesses on improving the inclusive design of products and services in their sectors, work with them to overcome barriers businesses may face in achieving inclusive design and publish guidance on best practice.

Website accessibility

Many private sector websites continue to fall short of what is required to make them accessible to disabled consumers. While the public sector must follow specific regulations that require their websites and applications to conform to international web accessibility standards, the private sector does not. The National Disability Strategy, published in July 2021, recognised the poor accessibility of private sector websites but the Government has still not acted on its commitment to address the problem. Given that disabled people increasingly need access to online services and information, the Government should now resolve this as a priority. Private sector websites and applications which provide essential products and services should be subject to the same regulations as the public sector. The Government should work with businesses, the Disability and Access Ambassadors and Disabled People’s Organisations (DPOs) to prepare for legislative action across other parts of the private sector.

Bank cards and ATMs

With the introduction of flat bank cards, some disabled people—particularly people who are blind or partially sighted—struggle to conduct financial tasks independently. Although several banks and financial providers have issued debit and credit cards with tactile indicators, this is not standard practice across the banking sector as providers continue to phase out embossed cards. The Financial Conduct Authority should work with the banking sector and organisations such as the RNIB to ensure all banks embrace inclusive design when innovating or phasing out existing services. All banks should provide flat bank cards which are accessible to disabled people, including tactile indicators and a clear visual design.

Inaccessible automated teller machines (ATMs, also known as cash points) can also inhibit disabled people’s financial independence, for example by lacking wheelchair access or audio services. All banks and providers of ATMs must ensure all machines have been approved by disabled users, are installed in locations accessible to all and regularly checked so accessible features are in working order.

Accessible food packaging

If food packaging is not accessible to all, visually impaired people can find it difficult to obtain important product information such as nutritional value, cooking instructions, allergens and price information, which limits the items disabled shoppers can buy. The Government should review its food labelling guidance—while considering new technologies and tools such as NaviLens—to ensure a minimum accessibility requirement on food packaging’s essential nutrition, health and pricing information.