Staff training

Accessibility training for staff, managers, and customer-facing employees, in line with the Service Accessibility Regulations.

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The service accessibility regulations require every organisation with 25 or more employees to deliver accessibility training, and to refresh it once a year. Training is not a form to sign — it is how your team meets a customer with a disability for the first time.

The Tamar Accessibility training team pairs instructors with disabilities with certified service-accessibility consultants. The instructors bring the lived experience — what dismissive service looks like, what inclusive service sounds like — and the consultants bring the regulation, the procedures and the practical tools your team can apply the next day.

We come to your organisation, tailor the session to the role — front-line, contact-centre, manager, digital — and leave you with a structured record of who was trained and when, as the regulation requires.

Who the training is for

  • Front-line staff in retail, healthcare, education and finance
  • Contact-centre, chat and digital service teams
  • Direct managers of service staff
  • New accessibility coordinators stepping into the role
  • Leadership teams setting organisational accessibility policy

What the session covers

  • Legal background — Equal Rights for Persons with Disabilities Law and service accessibility regulations
  • Hands-on context for serving people with motor, visual, hearing, cognitive and mental disabilities
  • Practical scenarios drawn from the organisation's actual operating environment
  • Communication tools that work without assumptions about the person in front of you
  • Attendance log that satisfies the regulation — name, role, date

What sets us apart

  • Instructors with disabilities lead the room — not a recorded video
  • Certified service-accessibility consultants who stay current with regulation and Commission circulars
  • Sector-specific content — a healthcare worker is not trained like a cashier
  • Annual refresh in a short format, to meet the refresher requirement without losing a working day

Frequently asked questions

Who is required to provide accessibility training to staff?
Service Accessibility regulations require any organisation with 25+ employees to train every service-providing staff member, their direct managers and officers, and to deliver an annual refresher. The duty covers private, public and non-profit organisations that serve the public.
How long is a full training and what is in the annual refresher?
Initial training is about three hours and covers legal content, disability awareness, experiential simulation and service practice. The annual refresher is around one hour and focuses on regulatory updates and the organisation's own field cases.
What is the difference between a trainer with a disability and an authorised Service accessibility specialist?
A trainer with a disability brings direct experience — what side-stepping service feels like, what inclusive service sounds like. An authorised Service specialist brings the regulation, procedures and practical tools. At Tamar Accessibility they teach together, so the session is both emotional and professional.
How do I prove to the regulator that training took place?
The regulation requires documented records of employee name, role and training date. After every session we provide a signed attendance list and certificate of completion, ready for inspection by the Equal Rights Commission or internal audit.
Can training be delivered as an online module only?
The regulation permits digital formats — video, e-learning — for the refresher, but a face-to-face initial session with experiential practice is strongly recommended and holds up better in inspection. We adapt format to organisation and sector.

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