The Issue
Client has arthritis and issues with her hands due to a previously having a stroke.
Client went to a well know High Street retailer. She needed a trolley to do her shopping as she is unable to carry anything because of her disabilities.
Client went to the express checkout with only 3 items in her trolley and the cashier had refused to serve her because she had a trolley. She told the cashier the reason as to why she had a trolley but still refused and the cashier was rude to her.
EASS Advice and Support:
The EASS advised on indirect discrimination in regards to their policies about trolleys as it would be seen as putting disabled people at a disadvantage and could amount to a failure to make reasonable adjustments by not allowing her to use this checkout.
The EASS initially advised the client to write a letter to the store and head office; however the client did not receive a reply.
At this stage and as part of our casework process the EASS sent a letter to the retailer’s complaints team on behalf of the client. The letter included details of the incident and advised that the actions of the staff could amount to a failure to make reasonable adjustments and that the client wished them to amend their practices.
In response to our letter the retailer responded stating that they were sorry about this particular incident and they have an express checkout which is not just basket only The retailer has confirmed that they have put in place an equality and diversity programme for all staff..