Practical advice for customers who think they have been discriminated against on how to ask for more information about what happened; and for the service provider or retailer on how they should respond to their questions.
Issues of discrimination can be complex. A written question and answer process can be particularly helpful in establishing what has happened and can help in trying to resolve concerns, avoiding claims and disputes. This good practice guidance explains how people that receive or seek to receive goods and services, and who think they may have been discriminated against under the Equality Act 2010, can ask questions about what may have happened to them and how people or organisations that receive such questions can respond appropriately.
This guidance replaces existing statutory guidance on obtaining information. Section 138 of the Equality Act 2010 will be repealed in April 2014.
If you would like practical advice on answering and responding to questions of discrimination in employment, ACAS have published their own guidance, which can be found here.