Serving Customers with Disabilities

Places of public accommodation must provide goods and services to customers with disabilities in the most integrated setting possible. The ADA prohibits businesses from establishing eligibility requirements that exclude or segregate customers with disabilities.

Places of public accommodation must make reasonable modifications to policies, practices, and procedures when needed to allow customers with disabilities an equal opportunity to benefit from the goods and services being provided. Individuals should also have the same level of access to information that is provided to customers with out disabilities. This may require providing information in an alternative format for a customer that is blind or providing a sign language interpreter for a customer that is deaf.

• Frequently Asked Questions about Service Animals and the ADA

  Justice Department document addressing frequently asked questions regarding service animals and the ADA

• ADA Requirements: Other Power-Driven Mobility Devices (OPDMDs)

  This 6-page document provides guidance on the Department’s 2010 regulations regarding the use of wheelchairs and mobility aids, as well as other types of less-traditional powered mobility devices. (2014)

• ADA Requirements: Effective Communication

  This 7-page publication provides guidance on the Department’s 2010 regulations relating to communicating effectively with people who have vision, hearing, or speech disabilities. (2014)

• ADA Requirements: Service Animals

  This publication provides guidance on the term “service animal” and the service animal provisions in the Department’s new regulations. (2011)

• ADA Requirements: Ticket Sales

  This publication provides guidance on the Department's new nondiscrimination requirements that apply to selling tickets for assigned seats at events such as concerts, plays, and sporting events. (2011)

Department of Justice ADA Business Connection Resources

U.S. Department of Justice resources designed to assist businesses in marketing to and serving customers with disabilities.

• Reaching out to Customers with Disabilities

  U.S. Department of Justice free online course for business owners on serving customers with disabilities.

• Ten Small Business Mistakes

  This thirteen-minute video produced by the U.S. Department of Justice identifies common mistakes that small businesses make when trying to comply with the ADA and addresses the importance and value of doing business with 50 million people with disabilities.

Expanding Your Market

• Customers with Disabilities Mean Business

  U.S. Department of Justice document discussing the large number of consumers with disabilities, and how making businessess accessible to them will increase revenue.

• Accessibility Benefits Older Adult Customer

  U.S. Department of Justice document discussing the benefits of making businesses accessible to older adult customers. Reasonable accommodations for this demographic are also discussed.

• Building a Diverse Customer Base

  U.S. Department of Justice document discussing the ADA's prohibition of discrimination by places of public accommodation.

• Gathering Input from Customers with Disabilities

  U.S. Department of Justice document discussing the importance of obtaining input from customers with disabilities, and provides suggestions of accessible ways to collect their feedback.

Hospitality Resources

The ADA National Network launched an initiative to promote accessibility and opportunity for people with disabilities within the hospitality industry.

• Hospitality and Disability: A ADA National Network Initiative

  This website includes targeted materials and resources to promote accessibility and opportunity for people with disabilities within the hospitality industry.

• ADA Business BRIEF:Communicating with Guests who are Deaf or Hard of Hearing in Hotels, Motels, and Other Places of Transient

  U.S. Department of Justice brief to aid hotel staff in communicationg with individuals that are deaf or hard of hearing.

• Americans with Disabilities Act GUIDE FOR PLACES OF LODGING: SERVING GUESTS WHO ARE BLIND OR WHO HAVE LOW VISION

  U.S. Department of Justice guide to assist the hospitality industry in serving individuals that are blind or have low vision.

Healthcare

Barrier-Free Health Care Initiative

Initiative of the Justice Departement intended to insure access to health care by persons with disabilities

Access to Medical Care for Individuals with Mobility Disabilities

Justice Department and Health and Human Services document addressing access to health care by persons with mobility disabilities

ADA Business BRIEF: Communicating with People Who Are Deaf for Hard of Hearing in Hospital Settings

U.S. Department of Justice document describing various means of effective communication with patients who are deaf or hard of hearing and the types of situations each means may be applicable.

Childcare

Commonly Asked Questions about Child Care Centers and the Americans with Disabilities Act

A comprehensive questions and answers document by the US Department of Justice. Topics include:

• The ADA's coverage of child care centers
• General information regarding child care centers and the ADA
• Obligation to provide personal services under the ADA
• Issues regarding specific disabilities
• Making childcare facilities accessible
• Tax provisions
• The Department of Justice’s enforcement efforts
• Additional resources

Let's Play! Projects: University of Buffalo Center for Assistive Technology

This website contains information on universal design for play, accessible toys and various types of assistive technology, which can be used to help children with disabilities participate in playtime activities. This also web site contains a resource Library with lots of downloadable material.