from BT's website Our legal and regulatory requirements Our inclusion policies and activities are based on a range of factors, including a number of legal and regulatory requirements. Whilst these inform, they do not limit our inclusion objective of enhancing the lives of our older and disabled customers. The principle legislation regarding disability is now the Equality Act which came into force on 1st October 2010 and replaced the Disability Discrimination Act of 1995. The Act continues to make it unlawful to discriminate against a disabled person because of their disability unless this behaviour can be justified. The Act states it is against the law to: Refuse to serve a disabled person Offer a disabled person a service that is not as good as a service being offered to a non-disabled person Provide a service to a disabled person on different terms to those given to a non-disabled person Provide goods or services in a way that makes it unreasonably difficult or impossible for a disabled person to use the goods or service. This means that organisations, including BT, have a duty to make "reasonable adjustments" for disabled customers. This includes providing extra help or making changes to the way service are provided. All these legal requirements are covered by BT's broader ranging inclusion strategy, which also incorporates the terms of the General Conditions of the Communications Act and BT's Universal Service Condition. These regulatory conditions reflect our existing activities in a number of areas, including: Provide Textphone users with access to the emergency services, operator assistance and directory information services using short codes and Textphone call progress announcements Provide a priority fault repair scheme Offer to provide contracts and bills in alternative formats (such as Braille) Ensure 75 per cent of public call boxes are reasonably accessible to wheelchair users. BT's policies for inclusion cover more than a select number of customer specific issues. We try to embed customer and inclusion focused thinking across the organisation, especially at the product and service design stage, so everyone's needs are considered. This helps us ensure that older and disabled customers can be certain there will be products, services or advice that helps with their specific challenges. That includes how they interact with BT, the information and guidance they receive from us and continued engagement with them and their representatives to improve the products and services we provide.