How Do I Communicate With Customers Who Are Deaf, Blind, or Have Speech Disabilities?

By Bill Stilwell · Last reviewed October 17, 2026

The short answer

The Americans with Disabilities Act (ADA) requires businesses that serve the public to communicate effectively with customers, and sometimes their companions, who have hearing, vision, or speech disabilities. That can mean written notes, large print, a sign language interpreter, captioning, or accepting relay calls, depending on the situation. You can’t make a customer bring their own interpreter, and you don’t have to provide an aid that would be an undue burden, but you then must offer another one that works.

What this means

The Department of Justice says “auxiliary aids and services” help people with communication disabilities. Examples it lists include:

Hearing: sign language or oral interpreters, real-time captioning, written materials, and notetakers
Vision: qualified readers, large print, Braille, accessible electronic text, and audio recordings
Speech: speech-to-speech transliterators, paper and pencil, and extra time

Choosing the aid. The right aid depends on how complex the conversation is. Simple exchanges, like a price check, can often happen with written notes. Long or complex conversations, like a medical or legal discussion, usually need an interpreter. The Department of Justice encourages businesses to talk with the person about what will work.

Interpreters. You can’t require a customer to bring their own interpreter. A companion can interpret only in an emergency, or if the customer asks, the companion agrees, and it’s appropriate. Minor children can only be relied on in emergencies.

Video remote interpreting (VRI). VRI connects you to an interpreter by video. The Department of Justice says it must have real-time, clear video and audio, a large enough image to see the interpreter’s hands and face, and trained staff. It doesn’t work in every situation.

Phone calls. The Department of Justice says staff must accept relay calls, which people can reach by dialing 7-1-1, just like any other call.

Undue burden. You don’t have to provide an aid that would cause significant difficulty or expense for your business, but you must provide another effective one if you can.

Made-up example: Willow Creek Dental gets a new patient who is deaf. The office manager asks what works best, and the patient asks for an American Sign Language interpreter for the first visit. The office books one through a local agency and uses written notes for scheduling calls and simple questions after that.

Why it matters

Real communication. Misunderstandings lead to wrong work, wrong orders, or health risks.
Complaints and lawsuits. Refusing an interpreter or hanging up on relay calls can lead to complaints.
Lost customers. People go where they can be understood.
Reviews. A good experience is often shared.

Who this applies to

Every business that serves the public. Health care, legal, financial, and education businesses deal with complex conversations most often and should plan the most.

How to do it

Write a short policy that says you’ll provide aids for effective communication and how staff request them.
Offer several contact options: phone, email, text, and a website form (see 13.4.4 Contact Page).
Train staff to accept relay calls, use written notes, and ask customers what works for them.
Find an interpreter source before you need one. Note a local agency and a VRI service.
Prepare large print or electronic versions of your common documents, like menus, price lists, and forms.
Ask about needs when booking (see 17.1 Scheduling).
Mark hearing accessibility attributes on your Google Business Profile only if they’re true (see 14.9.4 Attributes).
Log requests and how you met them.

What proof to keep

Your written communication access policy
Staff training records
Interpreter and VRI vendor contacts
A log of requests and the aid provided
Copies of alternate format documents

Common mistakes

Hanging up on relay calls because they sound like telemarketing.
Asking the customer to bring an interpreter or to pay for one.
Using a customer’s child to interpret outside an emergency.
Relying on written notes for a complex conversation.
Offering phone as the only way to reach you.

When to get help from a pro

An attorney can review your policy or help if you receive a complaint. An accessibility specialist can help you plan for interpreters and alternate formats. Questions to ask:

Which conversations in our business need an interpreter, and which can use written notes?
What counts as an undue burden for a business our size?
Is VRI acceptable for our type of service?

Bill’s note

[Bill: add a short opinion. For example, why you recommend clients offer text and a website form alongside the phone, or how you set up contact options on a client site.]

How I did this for SiteSmarty

[Date I did this:]
[What I actually did, step by step: which contact options SiteSmarty offers and how requests for aids are handled]
[What it cost and how long it took:]
[What surprised me or what I’d do differently:]
[Screenshot or photo to add, with private info blurred: the contact page and the written policy]
[Result so far:]

Questions people ask

Do I have to provide a sign language interpreter? Sometimes. It depends on how complex the conversation is. If an interpreter is needed for effective communication and isn’t an undue burden, you must provide one.

Can I ask a customer to bring their own interpreter? No. The Department of Justice says businesses can’t require that.

Do I have to answer relay calls? Yes. Staff must accept relay calls like any other call.

Can a family member interpret? Only in an emergency, or if the customer asks, the adult agrees, and it’s appropriate. Children only in emergencies.

What is video remote interpreting? An interpreter who joins by video. It’s allowed when the video, audio, and setup meet the Department of Justice’s standards and it works for the situation.

Audit check

Question: Can customers with hearing, vision, or speech disabilities communicate effectively with the business?
Pass looks like: Written policy. Several contact options. Staff trained on relay calls and notes. Interpreter and VRI sources ready. Alternate formats available. Accurate hearing attributes on the profile.
Fail looks like: Phone only. Relay calls refused. Customers told to bring interpreters. No plan for complex conversations.
Evidence to collect: Policy, training records, vendor list, request log, and contact page screenshot.

Where this fits

Do this first: 9.7.1 Physical Accessibility

Do this next: 9.7.3 Website Accessibility

Sources

ADA.gov, "ADA Requirements: Effective Communication" (checked October 17, 2026)
ADA.gov, "ADA Update: A Primer for Small Business" (checked October 17, 2026)
Google Business Profile Help, "Manage your business attributes" (checked October 17, 2026)

This page explains general rules and Bill's own experience. It is not legal, tax, or insurance advice. Talk to a qualified professional about your situation.