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Online retailers urged to offer accessibility options as deliveries fail 3.4 million disabled consumers

20th Anniversary Of First Online Sale

Citizens Advice has called on retailers to work with parcel operators to make it easier to let disabled consumers explain any additional delivery needs when shopping.

This would allow people to outline their accessibility needs such as needing more time to get to the door or to specify places to leave missed deliveries that are accessible.

Over 13 million people in the UK have a disability and together they spend more than £80bn of spending each year. However, Citizens Advice found almost one in three disabled people missed a delivery because they weren’t given enough time to get to the door.

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Alongside this, the charity found a quarter of postal service users who are disabled say they feel rushed, anxious or irritated when accepting deliveries at home.

Gillian Guy, chief executive of Citizens Advice, said: “During the busiest season for online shopping, we’re calling on retailers to make sure deliveries work for disabled consumers.

“We found some people are missing deliveries, and even avoiding online shopping altogether, because they feel rushed or anxious when accepting deliveries at home.

“This should be an easy fix for retailers who have a duty to take into account people’s accessibility needs.

“As the statutory consumer advocate for post, we’re calling on companies to make sure they’re not leaving disabled consumers behind.”

Citizens Advice has developed a delivery charter for disabled consumers that sets out guidelines for retailers and operators to improve online shopping and delivery experiences.  

It includes making sure all pick up and drop off points meet the needs of disabled consumers, ensuring there is level access at each location and renewing accessibility features annually.

Tags : Citizens Advicedeliverydisabled accessOnline retail
Carly Hacon

The author Carly Hacon

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