Assisting Customers

This module outlines practical ways to include assistance information in your Access Guide, helping customers feel confident, included, and supported before they even arrive.

The amount of assistance a customer requires will always vary — it's personal. It depends on the individual, the activity, and their comfort level. Some people like to stay as independent as possible. Others are more than happy to have a bit of support.

People with disabilities live with their abilities every day — they are the experts in their own lives. Don't assume you know best. Take your time. Listen. Let them lead. You're offering a service that enhances their experience — not taking over.

Understanding your customer makes a huge difference. A customer's experience is shaped by how aware and prepared your staff are. Just because access is awkward or physically challenging doesn't mean a customer can't take part.

Instead of putting up barriers, focus on offering options. Focus on simple solutions and lateral thinking — humans aren't a policy. Even a small amount of assistance can open your business up to more people and create a richer, more inclusive experience for everyone.

Take the time to find out what your customer is comfortable with. If there's an obstacle, include them in finding the solution. Don't try to handle it all behind the scenes — work together. This builds trust, creates stronger rapport, and gives your staff valuable insight.

If you're unsure, consider a pre-arranged meeting before the activity. This can help overcome unknowns, manage timing, and make the experience smoother for everyone involved. If a pre-meet isn't possible, get in touch with your adaptive advisory service — that's their job. They're there to help remove uncertainty.

Every customer has their own preference when it comes to transferring — how they move from their wheelchair to another surface, or into an activity space. They will tell you what they need. Don't fall into the trap of creating a one-size-fits-all policy. It won't work, and it doesn't respect the customer.

Assisting someone means they're putting a lot of trust in you. They may already feel unsure or anxious. Be mindful of personal space. Respect dignity. Keep your communication clear and calm. Be steady and kind.

Always be honest about the level of access your experience offers. Be clear in your Access Guide about the assistance your staff are trained and prepared to provide. And be sensible — never put yourself or others at risk. Be responsible and reasonable, but never disappointing.

Understanding Mobility

For customers with limited mobility, especially wheelchair users, one of the biggest challenges is transferring — over, up, into, or onto something. This could be a structure or platform, a vehicle or vessel, activity equipment, infrastructure, or rough and uneven ground.

It's important to remember: people who use wheelchairs can be extremely strong, fit, and capable.

Some customers may:

1. Walk short distances, with or without help
2. Stand unaided or with support
3. Self-transfer across different heights — or "bum shuffle" up steps with little or no assistance
4. Self-transfer across similar heights and bring their own support person for anything more complex
5. Use a support person for certain transfers and only need light assistance from your team
6. Prefer to stay independent, with or without a support person, and choose activities that suit their comfort level
7. Are small, light and agile — use a support person for transfers and with assistance from your team can take part confidently
8. Need a hoist and/or two-person support — and still take part confidently when the right support is in place

Assistance Provided — Access Guide Statement

Because of this range of abilities, it's easy to prepare customers before they arrive. You can do this with a simple statement in your Access Guide that explains what your staff are willing and trained to do.

Here are a few examples:

• If customers can self-transfer independently or with limited assistance, staff are happy to assist
• If customers are unable to self-transfer, they must be accompanied by a person to help with transfers, and staff are happy to assist
• If full assistance is required — including a two-person lift — experienced staff are available and happy to assist (weight limits may apply)

Setting perimeters and logical avenues prior to booking can create consistent, safe and dignified experiences for both your staff and your customers. Think of accessibility as an experience — adaptive adventure sits not as a compromise, but as an extension of good practice.

1. Preparing the Experience Before Arrival

Providing clear information before a visitor arrives can make or break the experience. Preparation builds confidence — for the customer and for your team.

• Show the environment clearly
• Use honest imagery of the terrain, entry points, structures, vessels or vehicles
• Let people see gradients, surfaces, space, seating and access points
• Clarity reduces uncertainty

2. Define Practical Parameters

• Be transparent about abilities, options and booking pathways
• Set logical boundaries around what is possible — and how it can be achieved
• Clear information enables direct, confident booking

3. Ask Essential Preparation Questions

A small number of focused questions allows your staff to prepare properly. Key information may include:

• Mode of mobility
• Ability to transfer, stand or walk short distances
• Travelling companions' ability to assist
• Approximate weight if physical assistance is required
• Level of assistance anticipated

This isn't about screening people out. It's about designing the experience well — so everyone arrives informed, prepared and ready to participate.

Refer to the Transport and Access Guide modules for a more detailed insight.