Our commitment

 
Canberra Reptile Zoo welcomes everyone. We are committed to providing safe, respectful and equitable access to our experiences for people of all abilities, in line with the Disability Discrimination Act 1992 (Cth) and the ACT Discrimination Act 1991. We continually review and improve our facilities, programs and digital content to remove barriers and support inclusion.  
 

Scope

 
This policy applies to all visitors, staff, volunteers, contractors and program participants across our site, events, mobile shows and online channels.  
 

Principles

 
- Dignity & respect: We treat all visitors fairly and without discrimination.  
- Equitable access: We provide reasonable adjustments so everyone can participate and are guided by universal design practices.  
- Safety & wellbeing: We design experiences that are physically and sensory-aware, and we train our team to assist.  
- Continuous improvement: We invite feedback and act on it.  
 

Physical access

 
- Entrances & movement: Our staff will assist with step-free entry options and opening side/alternative entrances where needed. Please speak to staff on arrival or phone ahead for assistance.  
- Paths & seating: We aim to maintain wide, clearly signed paths and provide rest points where feasible.  
- Parking & set-down: We provide directions to accessible parking and a safe set-down point near the entrance. If you need detailed parking guidance before your visit, contact us.  
- Toilets: Accessible toilets are available (ask staff for the nearest location).  
Sensory access  
- Sound & movement: Some habitats include sound, water features, fans and animal movement.  
- Quiet Hour: To support sensory-sensitive visitors, we will periodically run ?Quiet Hour? sessions with reduced audio and activity (dates announced on our socials/website).  
- Ear defenders & quiet spaces: On request, our team can help locate the calmest areas on site and provide guidance to step outside/noise-reduced zones if you need a break.  
 

Assistance animals, aids & mobility devices

 
- Assistance animals: Accredited assistance animals are welcome, as protected under ACT law. For everyone?s safety and animal welfare, please check in with staff on arrival so we can advise on appropriate routes around sensitive species.  
- Aids & devices: We welcome mobility aids, prams and medical devices and will help with access through alternative gates/entrances as needed.  
 
-Invisible disabilities: We acknowledge not all disabilities are visible, the staff and volunteers are trained to recognize the hidden disabilities sunflower program.  
Programs, tours & demonstrations  
- We design education and tour content that reflects diverse abilities and ways of engaging with learning.  
- Reasonable adjustments: On request, we can adjust presentation style/positioning, provide seating, and minimise crowding where possible.  
 
- Safety first: Some close-up experiences may have restrictions for animal welfare and visitor safety; our staff will suggest safe alternatives when needed.  
 

Tickets & Companion Card

 
- Companion Card: We recognise the Companion Card. Cardholders receive a complimentary companion ticket when purchasing their own eligible ticket. Please present a valid Companion Card onsite or via our booking email to arrange.  
 

Communication access

 
- Information in advance: Contact us before your visit to discuss any access needs so we can help plan your route and timing.  
- Formats: Key visitor information can be provided in large print or emailed in accessible formats on request.  
- Website accessibility: We aim to meet WCAG 2.1 AA for web content and continuously improve readability and keyboard/screen-reader support. (Tell us if you spot barriers.)  
 

Emergencies

 
Our trained staff and volunteers follow documented emergency procedures and will assist visitors, including those using mobility devices or requiring additional time to evacuate.  
 

Staff training

 
All staff and volunteers receive induction on inclusion, respectful communication and how to provide reasonable adjustments, with periodic refreshers referencing guidance from the Australian Human Rights Commission.  
 

Feedback & complaints

 
We value your feedback. You can speak to staff onsite, email us, or message our social channels. If you wish to escalate a discrimination concern, you can contact the ACT Human Rights Commission under the ACT Discrimination Act or the Australian Human Rights Commission under the DDA.  
 

Continuous improvement & review

 
We review this policy annually (or sooner if laws or circumstances change) to reflect visitor feedback, legal updates and best practice among Canberra attractions.  
 

Contact

 
Canberra Reptile Zoo, O?Hanlon Place, Nicholls ACT 2913  
E: canberrareptilezoo@icloud.com | Ph: (02) 6253 8533