Frequently asked Questions: What needs to be changed to meet with the spirit of the Act? adjustment?

A practice is what a service provider actually does.

A policy will is what a service provider intends to do.

A procedure is how a service provider gives the service.

Where a service provider has a practice, policy or procedure which makes it impossible or unreasonably difficult for a disabled person to use their service, they will have to take reasonable steps to change that practice, policy or procedure so that the individual can use the service.