First, let us be upfront: as a company specializing in website accessibility, we have no authority or expertise to advise on physical accessibility. That distinction matters, and we want to make it clear from the outset. Physical accessibility is a separate discipline, governed by its own regulations, and handled by certified accessibility consultants.
Certified accessibility consultants undergo specialized training (mandated by law through the relevant government authority) and are the qualified professionals for assessing and approving all aspects of a building's or business's physical accessibility.
So what can we speak to? Where does physical accessibility intersect with our world of web accessibility? Through the accessibility statement.
Accessibility Statements and Businesses That Welcome Customers In Person
The accessibility statement that every business is required to publish on its website is one of the most important documents for communicating accessibility efforts to visitors. Crucially, this statement must also address the physical accessibility — or lack thereof — of the business premises. Why? Because your website is often a customer's first point of contact, and if a person with a disability is planning to visit your physical location, they need to know in advance whether the necessary accessibility features are in place — such as an elevator, a wheelchair ramp, accessible restrooms, and so on.
As web accessibility specialists, we are not in a position to guide businesses on physical accessibility — it simply falls outside our expertise. That said, our strong recommendation is to consult a certified accessibility consultant for everything related to your physical premises. That is a separate service, and one worth investing in.
Back to our area of expertise — digital accessibility:
The accessibility statement of any business that has both a website and a physical customer-facing location (whether a store, clinic, warehouse, office, or similar) must detail which physical accessibility accommodations are — or are not — in place.
In practical terms: imagine you run a clothing store with a physical shopfront and an online store. Your accessibility statement should specify whether the entrance is accessible, whether accessible parking is available, whether the restrooms are accessible to wheelchair users, and so on.
Why You Must List Physical Accessibility Arrangements in Your Accessibility Statement
The purpose of detailing physical accessibility arrangements in your accessibility statement is to give people with disabilities the information they need before making the trip to your location.
After all, they are customers who may face real barriers and obstacles. They need to plan accordingly. That is their right.
Consider this: if someone wants to visit a specific clinic, the information in the accessibility statement should make it unnecessary for them to call ahead and ask whether they can enter in a wheelchair.
All a prospective customer should have to do is visit the business's website and check whether they can attend and whether the accommodations they need are available.
Can You State in Your Accessibility Statement That the Business Is Not Physically Accessible?
Absolutely — and here is why it matters: if a wheelchair user can see that a building has no ramp and only a staircase, that information allows them to make an informed choice and, if necessary, look for an accessible alternative.
That is precisely the point of disclosing your physical accessibility arrangements on your website.
We want to reiterate what we said at the start of this article: we are not going to detail what physical accessibility actually requires, simply because the nuances and specifics are outside our area of expertise. We can, however, point you toward qualified physical accessibility consultants — and we know several who are genuinely excellent.
The law sets out very precise criteria for different categories of businesses (retail stores, clinics, restaurants, warehouses, sports facilities, and so on) and specifies which businesses must obtain formal sign-off from a certified accessibility consultant to demonstrate legal compliance.
In Summary: Do We Have to List Our Physical Accessibility Arrangements in the Accessibility Statement?
Yes, absolutely.
If your business has a physical customer-facing presence, you are required to state which accessibility accommodations exist — or do not exist — on the premises.
It is perfectly acceptable to declare that the business is not accessible, because doing so is an act of respect and transparency toward your customers.