BT's policy on Alternative media

We've been providing information in a wide range of alternative formats for more than 20 years. But now all service providers like us are legally obliged to do this because of the Communications Act (2003) and the Disability Discrimination Act (1995).

The Communications Act (Condition 15 of the General Conditions of Entitlement) says we have to offer telephone bills and contracts in alternative media. We must also make sure disabled people have an alternative way of using the phone book. We do this with our free directory enquiry service, 195.

The Disability Discrimination Act (DDA) says we must make reasonable adjustments in the way we provide our services to make sure we're not discriminating against disabled people. That's why we offer various formats of printed information – like large print, Braille and Audio CD - for our disabled customers.

The DDA also places an 'anticipatory duty' on BT. This means we have to make sure any new practice, policy or procedure anticipates the needs of disabled customers. So it's particularly important that the following groups make sure the services they provide are in line with legislation. 

• People who produce printed information must make sure different formats are available on request.  

• People who own or design our systems should make sure new and existing systems cater for disabled people's needs. So our systems should at least let customers register for their chosen alternative media format, as well as give them future printed information in that format. 

• People who write processes and procedures should ensure that these include the provision of alternative media where required. 

We're all responsible for making sure the service we provide to customers complies with our legal and regulatory obligations.
If we don't, we could be prosecuted.