Document your plan for providing accessible customer service. Keep a written copy of the plan that you created in Step 1. Also, keep a training log of the training you provided in Step 2. Keep track of who you trained, on what and when.

Let customers know how to find your plan

Clearly post a notice on your website or in a high-traffic area of your organization to let customers know they can request all documents related to your accessible customer service plan.

Offer documents in accessible formats, if requested

If a customer with a disability requests your plan, provide it in a format that takes into account the person’s disability. This does not mean you have to provide documents in Braille. You can work with your customer to find a format that is accessible. For example, you may direct them to your accessible website or read it aloud to them or create in audible format on your website.