Law requires better service for disabled

RESTAURANTS and pubs face an increased risk of prosecution next year if they discriminate against disabled people, because the law is to be tightened up.

Regular complaints about the hospitality industry are received by the Royal Association for Disability and Rehabilitation (Radar), which offers legal advice to those wishing to pursue a claim.

Incidents include groups of deaf people being refused service in pubs, a blind person with a guide dog being told that a restaurant was fully booked when there were seats available, and wheelchair users turned away from several restaurants in a seaside resort.

Bert Massey, director of Radar and a wheelchair user himself, claims he, too, has been refused entry to restaurants. "They feel it may put other guests off," he said.

But hospitality businesses could face unlimited compensation claims under the Disability Discrimination Act if they continue to do so. In October 1999 the act - which covers all forms of disability, both physical and mental - is to be beefed up, requiring the service industry to change discriminatory policies or practices and make "reasonable adjustments" to accommodate the disabled.

Massey added that disability awareness should be built in to customer-service training.

"Staff have got to be more flexible. A disabled person should not be given worse service than anyone else. If refused, they can be challenged legally," he said.

by Christina Golding