Frequently asked Questions: When do changes have to be made?

The duty to make adjustments has been introduced in stages: in October 1999, the first phase came into force - covering policies practices and procedures (e.g. "no dogs" policies), and auxiliary aids and services (e.g. information in large print, or braille), and the provision of an alternative means of service where a physical barrier prevented use of the service (e.g. bringing goods to the door of an inaccessible shop).

In October 2004, the remaining duties came into force - removing, altering or providing a reasonable means of avoiding a physical barrier.

The duties owed under this section of the DDA are owed to disabled people as a whole, and service providers should have already reviewed their practices etc. to make sure that they can comply with the Act. In certain circumstances, though, such as in the example of the utility company, it may be reasonable for them to provide adjustments once you have requested them and not in advance.