Our MP, Laura Sandys, has forwarded the response she received from the Equality and Human Rights Commission, after I sent the email informing her of the events that happened during my last visit to the pet shop accompanied by the Mayor of Margate. Laura Sandys replied that she had "read this with great concern" and would forward my correspondence to the E&HRC. I must admit, I wasn't very hopeful that she would get any better response than I did when this all began in August 2010 which first prompted me to contact the Commission.
However Laura Sandys did get a better response than I had. She received a letter from Group Director Corporate Management at the E&HRC, who told our MP that she was also "concerned to hear about the treatment that my daughter had received from the owner of the Margate pet shop, and was further concerned to hear about the subsequent treatment we received in trying to resolve this issue with the assistance of the town Mayor".. The Director provided a detailed explanation of Part 3 of the Equality Act 2010 and in particular pointed out a more detailed account of Section 20 of the Act which states that, the service provider has a duty to make reasonable adjustments for disabled people in relation to the services they provide and to anticipate the needs of potential disabled customers, simply ensuring that some access is available, would not be sufficient to meet their duty to make reasonable adjustments to that enjoyed by the rest of the public and to a standard normally offered to the public at large. The Director also went on to say that "where there is a physical feature or obstructions (such as the parrot food etc). in the aisle, it puts the disabled person at a substantial disadvantage compared with people who are not disabled.
The Director also offered us a mediation service which is independent and free of charge ( this possibility of mediation, had not previously been disclosed to us during my earlier correspondence with E&HRC), Our case would be referred to Mediation Works, a company contracted by the Commission. Of course the service is reliant on the pet shop owner agreeing to enter into mediation and a successful outcome can't be guaranteed.
The E&HRC Director, has also offered to write to the shop owner with the details of the complaint and stating that there has been a breach of the Equality Act and asking the owner to consider mediation to resolve this complaint. She has also provided a phone number which will give us access to a Casework & Litigation Officer, for further advise. I have called the number and left a voice message ... we are waiting for a return call.
