Business self-assessment tool

Outside space: access to your business is free of hazards

• Pick-up/drop-off areas are convenient, sheltered and clearly marked.
• Footpath access from transit stop and parking areas is level and well maintained, with curb cuts where needed.
• Footpaths and carparks are well and evenly lit.
• Accessible and seniors’ parking spaces are designated and enforced.
• Carparks and footpaths are promptly cleared of wet leaves, puddles and other hazards (including paths from carpark to footpath).
• Parking ticket machines have clear instructions and large print.
• Pavements are smooth, without cracks or dips and bumps.
• Entrances are kept clear of street furniture and other obstructions (such as tied-up dogs and clutter).
• Entrance doors open automatically or have access buttons; they stay open for long enough to get through.
• Buildings have at least one level entrance, with the threshold flush to the door.
• Doors are wide enough for wheelchairs.
• There is clearance by the door for a person waiting with a wheelchair or walker.
• Wheelchair access routes are well marked.

Inside space: customers can navigate without obstructions and distraction

• Stairways have sturdy handrails on both sides.
• Stair edges are clearly marked.
• Flooring is non-slip and non-shiny.
• Necessary mats are securely fastened.
• Lifts to other floors are available and there are ramps for changes of level.
• Obstacles or hazards are clearly marked (e.g. step up, step down, automatic door, wet floor).
• Aisles are wide enough for two walkers or wheelchairs (approx. 1.4m), and uncluttered by displays.
• Location of lifts, bathrooms, customer service and other amenities and services are clearly posted; a store layout map is visible near the entrance.
• Most-popular items are shelved at medium height.
• Staff training about emergencies (warning and evacuation) includes consideration of older people and people with disability.

Provide for people with limited strength and stamina

• Sturdy, regular-height seating is placed in waiting or line-up areas.
• At least one service or checkout counter is accessible for customers in wheelchairs.
• Service counters have a place on which to hook a cane so it doesn’t fall.
• There is a space by the entrance for customers to park scooters.
• In areas where customers sit for some time (e.g. restaurant tables), temperature is held at comfortable levels with no chilly air currents.
• An online or phone-in ordering/delivery service is available.
• Telephone has large-print buttons and amplification capabilities.
• Customer bathrooms are available.
• Bathrooms contain at least one accessible toilet cubicle and hand-washing area.
• Customers are offered assistance when taking items to their car.

Provide for people with poor sight or hearing

• Premises are well and evenly lit.
• Signage has legible fonts and good contrast (e.g. black on white).
• Printed or written materials (e.g. package labels, cash receipts and restaurant bills) have good contrast and readable font sizes.
• Staff speak clearly and at an appropriate speed, while looking directly at the person.
• Some staff are trained to assist customers who have vision or hearing challenges (e.g. reading labels and locating items).
• Sound systems for public announcements are loud enough, distortion free and not overused.
• A quiet space is provided for discussing private business such as medications or finances; staff are trained to move to those areas when necessary.
• The font sizes on your website can be increased.
• The website is easy to navigate.
• Background music is absent or low in volume.

• Staff are trained to be friendly and patient with all customers and try to meet their needs.
• Staff are aware of avoiding condescending behaviours (e.g. speaking too loudly, speaking too familiarly —as in calling someone "dear" — or demonstrating impatience).
• Staff are encouraged to move to an area where they can more comfortably serve someone who may have trouble seeing, hearing, understanding or making their requests known.
• Errors and customer complaints are addressed promptly and courteously.
• Staff are trained in how to manage situations, such as a fall or an outburst, while preserving a person’s dignity.
• Staff can identify if a person is experiencing a medical emergency and can notify the appropriate service or authority.

• Promotional material includes depictions of older people.
• Consumer research includes older people.
• Products and services are designed to include options for smaller households, smaller incomes and smaller appetites.