Under the Equality Act 2010, what must service providers do?

• A. Discriminate against people with protected characteristics
• B. Make no changes to policies
• C. Make reasonable adjustments to remove barriers
• D. Restrict access to services for certain groups

Answer: (C)

Under the Equality Act 2010, service providers must take steps to remove barriers that prevent someone with a protected characteristic from accessing services. The key duty is to make reasonable adjustments to policies, practices, and procedures so that access is no longer discriminatory. This can include things like providing information in alternative formats, offering flexible or extended appointment times, giving extra help during a service interaction, or ensuring physical accessibility such as ramps or accessible entrances. The adjustments should be reasonable and not place an undue burden on the provider. Discriminating against people, doing nothing to change policies, or restricting access would violate the act.