Helping you improve services for disabled people

The Disability Discrimination Act 1995 places a legal responsibility on business and organisations to take action to make services and premises more accessible to disabled people.  This means that service providers must do what they can to make sure that disabled people can access all their services without experiencing disability discrimination.

It is best practice to involve disabled people in identifying improvements required to premises.

Capability Scotland’s Equality Unit provides a Mystery Shopping Service and a User Access Consultation service to help you do this. 

How it works depends on you.

The Equality Unit will design a Mystery Shopping Exercise specifically for your organisation that will gather the evidence required to evaluate the level of service delivered to disabled customers and the extent to which your organisation's policies and procedures are put into practice at ground level.

The team of disabled mystery shoppers are then briefed on the project and asked to access your services as if they were members of the public.

The Equality Unit then analyses the feedback from the team and provides you with a report providing qualitative and quantitative analysis of the results and recommendations for improvement to practices.

You can get more information about joining the Equality Unit's team of mystery shoppers here . The application form is available here.  If you require the information and application form in an alternative format or would prefer to receive a copy by post, please contact Elspeth Molony.