October 27, 2025

Utilities can become more accessible: It’s simpler than you think.

Many companies aspire to provide exceptional customer service to all clients, including those with visual impairments. However, they often perceive making bills and services accessible as a formidable task. The good news is that it’s not as difficult as it seems.

The Misconception

There’s a common misconception that creating accessible billing statements and documents is a complex and costly endeavor. This belief can deter businesses from acting, inadvertently excluding a significant portion of their customer base.

The Reality

In truth, implementing accessibility measures for utility bills and related services is often straightforward and cost-effective. With the right partner, and a bit of thoughtful planning, companies can easily adapt their billing practices to accommodate customers with visual impairments.

By embracing accessibility, businesses not only comply with legal requirements but also demonstrate their commitment to inclusivity, potentially expanding their customer base and enhancing their reputation in the process.

The demand for these services is significant, an estimated 12 million adults aged 40 and older living with uncorrectable vision loss, including the 1.3 million who are legally blind. This translates into a considerable number of potential users requiring accessible billing statements.

The Benefits

• Enhanced Independence & Dignity
  Utilities offering Braille, large print, or audio billing statements empower blind customers to manage their accounts independently, fostering dignity and autonomy.
  Accessible services align with principles of equal opportunity, ensuring all customers receive the same quality of service.
• Improved Customer Experience
  Accessible billing reduces frustration and enhances satisfaction by addressing the unique needs of visually impaired customers.
• Legal Compliance and Risk Reduction
  Providing accessible documents ensures compliance with laws such as the Americans with Disabilities Act (ADA), reducing the risk of legal action and reputational harm.
  Utilities adhering to accessibility standards demonstrate a commitment to community service.
• Operational Efficiency
  Accessibility reduces the need for direct customer support, lowering call center volumes, and administrative burdens. This allows staff to focus on critical tasks while maintaining high customer satisfaction.
• Community Trust and Brand Loyalty
  Offering accessible services builds trust and strengthens relationships with customers, fostering loyalty among visually impaired individuals who feel valued by the company.

By prioritizing accessibility, utilities not only meet legal obligations, but also create a more accessible environment that benefits both customers and the organization. Horizons for the Blind is proud to partner with some of the largest utility providers in delivering accessible utility bills in secure, alternative formats such as braille, large print and audio. This service allows visually impaired individuals to independently access their account information, improve communication efficiency, and preserve privacy.

Category: Resources