What to do if a venue refuses a carer ticket

Do venues have to make reasonable adjustments for disabled customers?

Yes. Under the Equality Act 2010, service providers must make reasonable changes where a disabled customer would otherwise be at a substantial disadvantage compared with non-disabled people. A substantial disadvantage means one that is more than minor or trivial.

What does the reasonable adjustments duty cover for a service provider?

The EHRC code sets out three parts: changing a provision, criterion or practice, dealing with physical features, and providing auxiliary aids or services. Its examples of auxiliary services include extra staff assistance and help with guiding.

Does a venue have to plan ahead for disabled visitors or only act when asked?

The EHRC says the duty is anticipatory, so providers should think in advance about barriers disabled people may face and act to remove them. It applies even if the provider does not know a particular person is disabled, and it is an ongoing duty that should be reviewed regularly.

Can a venue charge a disabled person for the cost of an adjustment?

No. The EHRC code says the Act stops service providers from making disabled people pay any of the costs of reasonable adjustments. GOV.UK guidance also says providers cannot charge disabled customers for reasonable adjustments.

Does the law say a venue must give a free carer ticket?

The official guidance checked for this page does not mention carer, companion or personal assistant tickets. Whether any particular step is required depends on whether it is reasonable, judged on factors such as cost, the provider's resources, money already spent on adjustments, outside help available and how much disruption it would cause.

Is a carer protected if they are treated badly because of the disabled person they are with?

GOV.UK guidance says the Equality Act protects people who are treated less favourably because they are linked or associated with a disabled person. Its example is a mother refused service because of her disabled child.

What can I do if a venue refuses my access request?

GOV.UK lists three routes: complain directly to the organisation, use mediation (also called alternative dispute resolution), or make a claim to a court or tribunal. It points people to the Equality Advisory and Support Service for help and advice.

How do I contact the Equality Advisory and Support Service?

The EASS helpline is 0808 800 0082 and the textphone is 0808 800 0084. It is open Monday to Friday 9am to 7pm and Saturday 10am to 2pm, and there is also an online contact form and a Freepost address (FPN6521).

Can the Equality and Human Rights Commission take up my complaint?

The EHRC says it cannot answer individual requests for advice, as that is the role of EASS. EASS advises people across England, Scotland and Wales on discrimination, but it does not give legal advice or representation.

How long do I have to take a discrimination claim about a service to court?

In England and Wales these claims go to the County Court, and in Scotland to the Sheriff Court. The EHRC says the deadline is six months less one day from the incident.

Does the Equality Act 2010 apply in Northern Ireland?

No. The Equality Commission for Northern Ireland says the Equality Act 2010 does not apply there. For disability discrimination in goods, services and premises it lists the Disability Discrimination Act 1995 and the Equality (Disability, etc) (NI) Order 2000.

How do I complain about a venue in Northern Ireland?

The Equality Commission suggests raising it with the provider first, then sending a written complaint and keeping evidence. If it is not resolved, claims go to the county court with a strict six-month time limit, and the Commission's advice line is 028 9050 0600.