Ref: 61/01
Date: 10 September 2001

Oftel today published a guide for telecoms companies to help them communicate more effectively with their disabled customers.

The guide sets out what fixed network operators must do to meet their licence obligations. It also details the measures that all telecoms service providers must take to meet the requirements of the Disability Discrimination Act.

The guide also encourages good practice in making sure that information is accessible and meets the needs of people with specific impairments.

It includes advice about alternative information formats such as Braille and large print, customer contact by telephone and textphone and the communication requirements of customers with a wide range of disabilities.

David Edmonds, Director General of Telecommunications, said:

"It is very important that telecoms companies communicate effectively with all their disabled customers.

"All telecoms customers should be able to expect an equal standard of excellent service.

"This guide has been published with the support of the Disability Rights Commission and will help telecoms companies to achieve this aim."

Bob Twitchin, Chairman of the Advisory Committee on Telecommunications for Disabled and Elderly People (DIEL) said:

"I welcome publication of this guide. DIEL is pleased to have worked with Oftel to compile it and is grateful to all those who have contributed their expertise and examples of good practice."

Notes to editors

1. The Disability Rights Commission (DRC) is an independent body set up by the Government to help secure civil rights for disabled people. Its statutory duties are to: work to eliminate discrimination against disabled people; promote equal opportunities for disabled people; encourage good practice in the treatment of disabled people; and advise the Government on the working of disability legislation (the Disability Discrimination Act (DDA) 1995 and the Disability Rights Commission Act 1999).

2. The Advisory Committee on Telecommunications for Disabled and Elderly People (DIEL) is one of the six Advisory Committees on Telecommunications (ACTs) set up under the Telecommunications Act 1984. DIEL represents the interests of older and disabled telecommunications consumers to the Director General of Telecommunications. The Chairmen and members receive a modest daily allowance for days spent on DIEL business and travel and out-of-pocket expenses.

3. On 6 September 2000 The Telecommunications (Services for Disabled Persons) Regulations inserted a new condition into certain licences, including payphone licences, regarding services for disabled persons. The licence condition Services for Disabled Persons - generally Condition 25, Condition 10 in payphone operator licences - is concerned with specific services which must be provided for disabled people. Most provisions must be complied with by 2 October 2001.

4. Ricability played an important part in drafting and verifying the information contained in the guide. Ricability specialises in carrying out research and publishing unbiased information for older and disabled consumers. Its publications include It's your call - a guide to telephone services for older and disabled customers and Choosing a telephone if you are older or disabled. Copies of its publications can be obtained by contacting Ricability at 30 Angel Gate, City Road, London EC1V 2PT, telephone: 020 7427 2460, textphone 020 7427 2469. Tape, large print text and braille versions are also available. Ricability also has a website at www.ricability.org.uk

5. To obtain a copy of Oftel's guide, or for more general information, please contact the Oftel Research and Information Unit on 020 7634 8761, or by e-mail at infocent@oftel.gov.uk. Copies of the guide are available to the media from Oftel's Press Office on 020 7634 8991. An electronic version of the guide is also available on Oftel's website at www.oftel.gov.uk/publications/consumer/gpm0901.htm.