Make Local Business Information Easier to Use for Customers With Access Needs

Accessibility information should help customers plan confidently

Customers may need to know about step-free entry, accessible parking, seating, toilets, service counters, communication options, or other practical details before visiting. Incorrect information can cause a difficult or unsafe trip. Do not claim that a location is accessible in every respect based on one feature alone.

Start by identifying the real facilities and the questions customers commonly ask. Confirm what the business can accurately describe and which profile fields are currently supported.

Verify the physical environment

Walk the customer route from arrival to the service point. Check the entrance, thresholds, doors, paths, lifts where relevant, seating, signage, and any facilities the business intends to describe. Consider that access can differ between branches and can change during construction or maintenance.

Do not infer full accessibility from the presence of a ramp or a single label. If the business is unsure about a technical standard, obtain an appropriate assessment rather than making a broad claim.

Use supported profile fields accurately

If the Business Profile interface provides accessibility attributes relevant to the location, set them according to the actual conditions and current Google guidance. The availability and wording of attributes can change. Do not try to force unsupported details into unrelated fields.

Provide fuller practical information on the website where necessary, including the route, limitations, and a contact option for questions. Avoid vague promises such as “fully accessible” when the experience varies by service or area.

Describe limitations respectfully

If a facility has a limitation, explain it factually and provide a way for customers to ask about alternatives. Do not make assumptions about an individual’s needs or ask for unnecessary medical information. Train staff to respond respectfully and escalate requests they cannot answer.

If an accessible route is temporarily unavailable, update relevant customer information promptly and state the duration only when it is known.

Check digital usability too

A customer who cannot easily use the website may struggle to find accessibility information or make a booking. Review headings, contrast, keyboard navigation, form labels, link text, and mobile layout. Where practical, test with assistive technologies and follow recognised accessibility guidance.

Do not assume that a profile attribute replaces accessible website content or that a technically accessible page guarantees an accessible physical visit.

Keep information current

Assign an owner to recheck facilities after renovations, equipment changes, tenant changes, or temporary closures. Include accessibility details in branch opening and maintenance checklists. Make sure customer-facing staff know which claims are current.

Frequently asked questions

Should I mark an accessibility attribute if only part of the premises is accessible?

Follow the precise meaning of the supported attribute and provide clarifying detail through an appropriate channel.

Can I write “fully accessible” in the description?

Only if the claim is accurate and supportable across the relevant customer journey; a broad claim may hide important limitations.

How often should information be checked?

Review it after physical changes and on a recurring schedule appropriate to the location.

Accessibility information checklist

Verify the actual route, describe facilities precisely, use supported attributes correctly, explain limitations respectfully, test website usability, train staff, and recheck after changes. Accurate information lets customers decide what arrangements will work for them.