Accessibility for our customers

We're modifying our stores so they're more accessible and inclusive, improving digital accessibility on our website, and offering a number of programs and services that make it easier for everyone to shop with Coles – both in-store and online.

Quiet Hour

Quiet Hour provides a low-sensory shopping experience by making changes in store such as reducing noise and distractions. These changes are designed to help make a difference to customers who find it challenging to shop in a heightened-sensory environment. Click here for more details on which stores near you offer Quiet Hour.

Click&Collect

Our Click&Collect service helps Coles customers save time by shopping online. After completing an order, you can pick up your groceries from a local Coles store or Coles Express at a time that suits you. Discover more about Click&Collect or chat with our team at the Customer Service Desk in-store.  

Specialty trolleys

Most Coles stores have a selection of specialty trolleys available for your convenience. These include baby capsule trolleys, twin and twin toddler trolleys, as well as trolleys for those with limited mobility. If these trolleys are not available, please speak to the team at the Customer Service Desk. Please note that some of our smaller CBD stores cannot accommodate all specialty trolleys.

Carry to car service

Our team members are on hand in every Coles store to help carry your groceries if you need support. Please ask for assistance at the Customer Service Desk.

Facilities for the elderly and customers with disability

To make shopping at Coles easier for everyone, we have special wheelchair/mobility trolleys available in most of our stores. We also have wheelchair access and wider aisles. For more information, please ask for assistance at the Customer Service Desk or call your local store.

Find your nearest store

Website accessibility

Everyone who visits the Coles website should feel welcome.

Guidelines and our design approach

• We follow the Web Content Accessibility Guidelines (WCAG) 2.1 AA (and future updates to this standard)
• We follow a set of best-practice usability guidelines to ensure an accessible user experience for all customers
• We co-design and test with people with disability (including people who are blind or have low vision)
• We commission annual audits against WCAG 2.1 AA by an independent agency specialising in digital accessibility

Digital functions

• Our website is compatible with screen readers like JAWS (Job Access with Speech), NVDA (Non Visual Desktop Access), VoiceOver and TalkBack and can be accessed with keyboard alone to complete shopping activities
• Skip links allow all users to easily access the important sections within our website
• Our website supports zoom up to 400% and high contrast mode on Windows

Supported browsers and screen reader compatibility

• Tested with the latest versions of Chrome, Firefox, Safari
• Tested with current versions of JAWS, NVDA, VoiceOver, TalkBack
• Tested on Android, iPhone mobile devices

Known issues

Some content on our website is not fully accessible, including:

• Some images are missing alternative text
• Some text labels are unclear
• Several icons have insufficient colour contrast
• Not all content can be zoomed to 400%

Your feedback

We strive to make sure the Coles website is as accessible as possible and monitor accessibility compliance regularly, but - how are we doing? If you do find any problems, please let us know. There are lots of ways to get in touch.