[holding answer 23 October 2006]: No estimates have been made as the Disability Discrimination Act does not set objective standards of compliance against which implementation may be measured. Instead, the Act requires service providers to make reasonable adjustments to enable disabled people to access their services. What is reasonable for a particular service provider will depend on all the circumstances of the individual case. Factors such as the cost of the adjustment, its practicability, and the extent of the service provider’s financial and other resources may all be taken into account in determining what is reasonable.
However, the Department has undertaken a series of research projects to monitor how employers and service providers are responding to their duties under the Act. Research from 20031 looked at organisations’ preparations for the 2004 duties requiring service providers to make reasonable adjustments; this found that over 70 per cent. of organisations had made adjustments to assist disabled customers. At the turn of the year we will be publishing new research on organisations’ responses to the DDA which will include an updated look at adjustments made for disabled customers by service providers.
1 Disability in the workplace: Employers’ and service providers’ responses to the Disability Discrimination Act in 2003 and preparation for 2004 changes.