Public bodies in Ireland are legally required to appoint Access Officers under Section 26 of the Disability Act 2005. However, sometimes the role is still widely misunderstood and often under-resourced. Also, members of the public are unaware of the role of the Access Officer under the Disability Act 2005, and how they can assist customers with disabilities.
In response, the National Disability Authority (NDA) has published updated guidance in 2025 to help public bodies strengthen the role and impact of Access Officers across the country.
What is an Access Officer?
Access Officers are responsible for providing or arranging assistance to people with disabilities who wish to access the services provided by a public body.
The role of an Access Officer is to act as a key point of contact and play a vital role in supporting service users, staff and management to ensure that access is built into the design and delivery of services.
What does the NDA’s new guidance recommend?
The main purpose of the guidance is to provide details on the specific duties of Access Officers, including providing assistance and guidance to individuals with disabilities when accessing public services. The updated guidance outlines practical steps to help public bodies give the role the importance it deserves.
Some of the key recommendations include:
- Formally recognise the Access Officer role within the organisation.
- Ensure they have the authority, resources and support to be effective.
- Provide training and ongoing professional development opportunities for the Access Officer(s) to all of them undertake the role.
- Make their contact details easy to find on websites and public communications.
- Include the Access Officer in accessibility planning, policy development and implementation.
- Ensure sufficient time is provided to the Access Officer to allow them to perform their role and responsibilities.
- Ensure the Access Officer is aware of how to handle complaints and understands section 38-40 of the Disability Act and the role of the Inquiry Officer.
- Ensure the Access Officer is clear on their obligations in relation to Part 3 of the Disability Act 2005 – Access to Public Services.
The guidance also highlights the importance of monitoring and evaluating how the role functions and ensuring that service users know who to contact when they need support.
Why is this important?
A strong and well-supported Access Officer can improve how people experience public services, not just those with disabilities, but all users. By embedding accessibility into everyday operations, public bodies can become more inclusive, responsive, and legally compliant.
At OHAC, we regularly work with Access Officers and public sector leaders to help build inclusive strategies that go beyond compliance and create real, sustainable impact.
Want to strengthen the role of your Access Officer?
We support public bodies with training, accessibility reviews, and strategic planning.
Get in touch with us or register for our course Making Services Accessible for All.
Email: [email protected]
Phone number: +353 1 415 1285
Read more in the NDA Guidance on the Role of Access Officers for Public Bodies.