10.2 Sales and Service Counters and Windows
Key Takeaways
At least one of each type of sales or service counter and window must be accessible, and accessible counters are dispersed where counters are dispersed (IBC 1110.13.2 in 2021; 1110.16.2 in 2024).
A parallel-approach accessible counter portion is 36 inches long and 36 inches maximum high with a parallel clear floor space; a forward-approach portion is 30 inches long and 36 inches maximum high with knee and toe clearance.
The accessible portion extends the same depth as the public counter used by standing customers, and objects above it are 12 inches minimum above the surface.
Vertical barriers between staff and customers are 43 inches maximum high, although transparent security glazing may extend above.
In alterations, a 24-inch accessible portion is permitted where a full-length portion would reduce existing work stations or mailboxes, with the clear floor space centered on it.
10.2 Sales and Service Counters and Windows
Scoping (IBC Service Facilities)
| Topic | 2021 IBC | 2024 IBC | Requirement |
|---|---|---|---|
| Sales and service counters and windows | 1110.13.2 | 1110.16.2 | At least one of each type of counter and window provided for sale or distribution of goods or services is accessible; where counters are dispersed, accessible counters are dispersed too |
| Food service lines | 1110.13.3 | 1110.16.3 | Accessible; where self-service shelves are provided, at least 50 percent, not less than one, of each type accessible |
| Queue and waiting lines | 1110.13.4 | 1110.16.4 | Queues serving accessible counters or check-out aisles are accessible |
| Controls and hardware | 1110.15 | 1110.18 | Controls, operating mechanisms and hardware intended for occupant use are accessible |
"Type" is a function-based distinction: a hotel lobby with a registration counter and a concierge counter has two types and needs an accessible portion at each. A bank with ten identical teller windows needs one accessible teller station; if teller windows are on two floors, the accessible stations are dispersed.
Technical Criteria (A117.1 Section 904)
General (904.1 to 904.3)
- Drive-up only counters and windows are exempt (904.1).
- All portions of counters required to be accessible are adjacent to a walking surface complying with 403 (904.2).
- Each counter complies with 904.3.1 (vertical barriers) and either 904.3.2 (parallel approach) or 904.3.3 (forward approach).
- The accessible portion of the countertop extends the same depth as the public portion provided for standing customers (904.3). A "shelf" that is only 8 inches deep in front of a 24-inch-deep counter does not comply.
| Item | Parallel approach (904.3.2) | Forward approach (904.3.3) |
|---|---|---|
| Length of accessible portion | 36 in. minimum | 30 in. minimum |
| Height | 36 in. maximum above the floor | 36 in. maximum |
| Clear floor space | Parallel approach adjacent to the counter | Forward approach with knee and toe clearance per 306 under the counter |
| Clearance above | 12 in. minimum between the surface and any projecting object above | 12 in. minimum |
| Short counters | Where the whole counter is less than 36 in. long, the entire counter meets the height limit | - |
The 2017 standard as printed with Supplement 1 states the parallel-approach portion as 26 inches minimum to 36 inches maximum high; an accessible portion between 28 and 36 inches high satisfies either printing.
Vertical Barriers (904.3.1)
At service windows or counters, any vertical barrier between service personnel and customers is 43 in. maximum above the floor. Transparent security glazing may extend above 43 in.
Security Glazing (904.6)
Where counters or teller windows have security glazing separating personnel from the public, a method to facilitate voice communication is provided. Telephone handset devices, where provided, comply with the volume control requirements of 704.3.
Alterations Exception (904.3)
In alterations, where providing a full accessible counter would reduce the number of existing work stations or the number of existing mail boxes, the counter may have an accessible portion 24 in. minimum long complying with the parallel-approach criteria, with the required clear floor space centered on that portion.
Related Counters
| Counter type | Where covered |
|---|---|
| Check-out counters | 904.4 (38 in. maximum, 2-in. edge protection) - Section 10.3 |
| Tray slides | 904.5.2 (28 to 34 in.) - Section 10.3 |
| Dining counters and bars | 902 (28 to 34 in.) - Section 10.1 |
| Reception desks used by employees only | Employee work area; the public side is a service counter |
| Courtroom stations | 807.4 references 902 |
| Visiting area cubicles and counters | IBC 1110.12.2 (2021) / 1110.15 (2024): 5 percent of cubicles accessible on both sides |
Worked Example
A new pharmacy has a 12-foot drop-off counter at 42 inches high and a separate 6-foot pick-up counter at 42 inches high, each with a 30-inch deep counter top and 52-inch-high acrylic shields that are opaque below 46 inches.
- Two types of counters (drop-off and pick-up), so each needs an accessible portion (one of each type).
- Parallel approach option: a 36-inch-long portion at 36 inches maximum height, 30 inches deep to match the public counter depth, with a parallel clear floor space.
- Vertical barrier: the opaque portion of the shield extends to 46 inches; it must be 43 inches maximum, with only transparent glazing above.
- Because the glazing separates staff and customers, provide a voice communication method such as a speaking port or intercom.
Exam Traps
- The accessible portion must be as deep as the public counter; a narrow ledge does not count.
- The 43-inch limit applies to opaque vertical barriers; transparent glazing above 43 inches is allowed but then needs a voice communication method.
- "One of each type" means each function (registration, concierge, pick-up, drop-off), not one per building.
- The 24-inch alteration exception is limited to cases where full compliance would reduce existing work stations or mailboxes.
- Drive-up only windows are exempt from Section 904 entirely.
A new bank teller counter provides a forward-approach accessible portion. Under ICC A117.1 Section 904.3.3, what is required?
A portion 36 inches long, 34 inches maximum high, with a parallel clear floor space
30 inches long, 36 inches maximum high, with knee and toe clearance
A portion 24 inches long, 38 inches maximum high, with no knee clearance
A portion 48 inches long, 28 to 34 inches high
A service counter has a security partition between staff and customers. What is the maximum height of the vertical barrier under ICC A117.1 Section 904.3.1, and what may extend above it?
36 inches; nothing may extend above
48 inches; any partition material may extend above
34 inches; only open grilles may extend above
43 inches; transparent security glazing may extend above
In an existing post office lobby, a full-length accessible counter would eliminate one of the existing service work stations. What does the ICC A117.1 Section 904.3 alteration exception permit?
A 24-inch minimum parallel-approach portion with the clear floor space centered
No accessible portion at all, because both the counter and the lobby are existing construction
A folding shelf mounted at 28 inches
A clipboard provided on request
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