What policy modifications must businesses make for customers with disabilities under the ADA? Answer in under 100 words. Cite only eCFR (www.ecfr.gov) sources.

Details / How it works

Under 28 CFR § 36.302(a), a public accommodation shall make reasonable modifications in policies, practices, or procedures when necessary to afford goods, services, facilities, privileges, advantages, or accommodations to individuals with disabilities, unless doing so would fundamentally alter the nature of the goods or services.

Under § 36.302(c), a public accommodation must generally modify policies to permit the use of a service animal by an individual with a disability, and may make only two permissible inquiries if the need is not readily apparent. The accommodation may not require documentation, certification, or licensing, and may not impose a surcharge for the service animal.

Under § 36.302(e), a place of lodging must hold accessible guest rooms, identify their features, and accept reservations through the same hours, methods, and stages as other guests.

Numbers & thresholds

Exceptions & edge cases

A public accommodation need not provide a reasonable modification if doing so would fundamentally alter the nature of its goods, services, facilities, privileges, advantages, or accommodations (§ 36.302(a)). A service animal may be excluded only if it is out of control and the handler fails to act, or if the animal is not housebroken (§ 36.302(c)(2)). Under § 36.302(g), a public accommodation is not required to provide a reasonable modification to an individual who meets the definition of 'disability' solely under the 'regarded as' prong of § 36.105(a)(1)(iii). For reservations, paragraphs (e)(1)(iii)–(v) do not apply to individual guest rooms not owned or substantially controlled by the entity that owns, leases, or operates the overall facility (§ 36.302(e)(2)).