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Milk & More

Jan Shortt NPC General secretary wrote to the CEO of Milk & More regarding their decision to take their business online only from the 24 April.

Patrick Muller


Milk & More

20 April 2021

Dear Mr Muller,

We have followed with interest the various media and newspaper coverage of your decision to take your business online only from the 24 April. Our members have expressed dismay at making such a decision when we are still in COVID restrictions, older people are still at home and the knowledge you have that the greater majority of them are not able to go online.

The Equality Act 2010 has age and disability as a protected characteristic and the Goods and Services Section of the Act requires businesses and providers of services to ensure that these are accessible to all customers. It also requires businesses and providers to recognise the barriers that are specific to those with protected characteristics and ensure that services are delivered in a variety of formats to suit the needs of the customer.

By taking your business solely online is, we believe, a direct breach of the provisions of the Act.

It is also a heartless act to target those unable to afford to go on line to access your deliveries.

Signposting to another organisation does not relieve you of your responsibilities or accountability for ensuring your services are ‘universal’.

We urge you to step away from making your business online only.

Yours sincerely,

Jan Shortt

General Secretary

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