I am expected to make reasonable adjustments to physical features. What is a physical feature?
Anything tangible that makes it impossible or difficult to use your service. Once service providers identify physical features that may make it difficult for people with disability to use, there is then a choice to be made: the feature can be removed, altered, or consideration given to a new way of providing the same service which avoids or circumvents the physical barrier. The DRC strongly recommends that service providers first consider removing the physical feature or altering it. This is often the safest option because it is more likely to make the service accessible, meaning that there is no difference made between customers. This is called an ‘inclusive’ approach. Where a service provider does decide to avoid a feature or provide the service another way, then it must not be unreasonably difficult for an person with disability to use the service.
