In this case, surely the equality act is irrelevant. The instructions were there to be downloaded. The salesperson could easily have seen the statement within them about alternative formats. If there is an issue here, it is surely one of staff training.
Iain-----Original Message----- From: Clive Lever
Sent: Friday, April 20, 2012 1:43 PM To: access-uk@xxxxxxxxxxxxx Subject: [access-uk] Re: opinions wanted The Equality Act wouldn't agree with the idea that a customer is entitled to information in accessible format in some circumstances and not other, except if it would be unreasonable to produce it, say, on grounds of high cost, which is surely not the case here. It says that a service provider needs to take account of a disabled person's disability. So if your impairment meands that you can't afford a computer and need an audio version, or that you are deafblind and need braille, it would not be enough for a provider to say: "we've taken the needs of blind people into account fully by giving you MS word or nothing". The customer would be correct in saying: "but you haven't fully considered my access requirements". You can sort of understand it if the product is being made or sold by a one-person business down the road, but the people who should be leading the field may be a different matter. Would there have been a good reason why an MS word version wouldn't have suited your needs? If there wouldn't, you could have asked for it as a second choice. If there was a good reason for not asking they could have and should have been more flexible imho. Best, Clive----- Original Message ----- From: "Derek Hornby" <derek.hornby_uk@xxxxxxxxxxxxxxx>
To: <access-uk@xxxxxxxxxxxxx> Sent: Friday, April 20, 2012 10:55 AM Subject: [access-uk] Re: opinions wanted
But is it relevant to the issue? Customer needs instructions in audio. This has been refused! Are you saying it depends on what the product is, As to whether it's reasonable to refuse format of choice For the instructions. Regards, Derek -----Original Message-----From: access-uk@xxxxxxxxxxxxx [mailto:access-uk@xxxxxxxxxxxxx] On Behalf OfEleanor Burke Sent: Friday, April 20, 2012 10:41 AM To: access-uk@xxxxxxxxxxxxx Subject: [access-uk] Re: opinions wanted I asked yesterday too and got no reply. Sorry if I purchase a can opener for example from RNIB I do not expect nor look for instructions in mypreferred format. Now I know the item cost over a hundred pounds but againif I purchased say a perkins brailler which cost in the region of four hundred pounds I would not look for instructions for it. ----- Original Message ----- From: "Iain Lackie" <ilackie@xxxxxxxxxxxxxxxxxxxxxxx> To: <access-uk@xxxxxxxxxxxxx> Sent: Friday, April 20, 2012 10:34 AM Subject: [access-uk] Re: opinions wantedThat's a good question. Iain -----Original Message----- From: Eleanor Burke Sent: Friday, April 20, 2012 10:19 AM To: access-uk@xxxxxxxxxxxxx Subject: [access-uk] Re: opinions wanted Why is there such a mystery about the product? ----- Original Message ----- From: "Hazel & Kim Darvell" <darvell1181@xxxxxxxxxxxxxxx> To: <access-uk@xxxxxxxxxxxxx> Sent: Friday, April 20, 2012 10:12 AM Subject: [access-uk] Re: opinions wantedFurther to your explanation below The email was read to me from the alternate format department and clearly stated they were not prepared to do either audio which we wanted or braille. On this basis we cancelled the order. I am waiting for feedback from my complaint and see what excuses they come up with. Hazel ----- Original Message ----- From: "Long, Alison" <Alison.Long@xxxxxxxxxxx> To: <access-uk@xxxxxxxxxxxxx> Sent: Friday, April 20, 2012 9:30 AM Subject: [access-uk] Re: opinions wantedHello Sorry for coming late to this thread. Our policy is to provide accessible instructions for all products we sell, and we do encourage manufacturers to play their part. We do not hold instructions for all products in all formats as a matter of course, but take a practical approach depending on the product. For instance we don't produce and hold stock of braille instructions for video magnifiers, but if a customer requests braille instructions, we'll produce them. In this case the instructions are provided in the box by the manufacturer in a range of formats, but unfortunately not audio. Our first approach would always be to request them from the manufacturer, if this was not successful, we would produce them. Given there is a Word file available, we'd be able to generate an audioedition very quickly.Thanks Alison Alison Long Products & Publications Team RNIB Bakewell Road Orton Southgate Peterborough PE2 6XU Tel: +44 (0)1733 375178 www.rnib.org./shop -----Original Message----- From: access-uk@xxxxxxxxxxxxx [mailto:access-uk@xxxxxxxxxxxxx] On Behalf Of Hazel & Kim Darvell Sent: 19 April 2012 16:38 To: access u k Subject: [access-uk] opinions wanted Thanks to all who have responded. Actually the type of product does not matter, but it would have cost over £100 . Our intelligence as to how to use simple product was not taken kindly thanks for that. on the product page it stated that on line instructions were there but were not, even a member of staff could not find them. And yes I have made a complaint. Hazel & KimAs for on line instructions Click here <https://www.mailcontrol.com/sr/wQw0zmjPoHdJTZGyOCrrhg==> to report this email as spam. -- Changes to benefits payments will hit blind and partially sighted people hard. Support RNIB's campaign and take action now: www.rnib.org.uk/pip -- DISCLAIMER: NOTICE: The information contained in this email and any attachments is confidential and may be privileged. If you are not the intended recipient you should not use, disclose, distribute or copy any of the content of it or of any attachment; you are requested to notify the sender immediately of your receipt of the email and then to delete it and any attachments from your system. RNIB endeavours to ensure that emails and any attachments generated by its staff are free from viruses or other contaminants. However,it cannot accept any responsibility for any such which are transmitted.We therefore recommend you scan all attachments. Please note that the statements and views expressed in this email and any attachments are those of the author and do not necessarily represent those of RNIB. 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