15th April 2025
In Lithuania, accessing public toilets for people with disabilities can be challenging. These toilets are often locked, and people must ask for help, prove they have the right to use them, or may find no one around to assist.
According to the Office of the Equal Opportunities Ombudsperson, such situations are degrading and discriminatory. Complaints about limited access to disability-friendly toilets are increasing. By April this year, three cases had already been investigated—two in shopping centers and one in a local government building.
Toilet Only Opened After the Fourth Attempt
At the “Molas” shopping center in Panevėžys, one woman managed to use the accessible toilet only after her fourth attempt. She described the experience as stressful and humiliating.
“I felt devastated and very emotional. I want action taken so this doesn’t happen to anyone else,” she said in her complaint.
She explained that there was a phone intercom near the toilet, which she used to contact security. Her disability is not visible, and after viewing her on camera, the employee ended the call without unlocking the door.
The woman then went outside, took a photo of her disability parking permit, and showed it to security, but was still denied access. She contacted the shopping center’s manager, who promised to help. However, when she tried again, she was still refused. She also reported that a security guard called her a “pretender” and told her to leave. Only after another call to the manager was she finally allowed in.
The shopping center confirmed that the accessible toilet is kept locked, and users must show proof of disability to be let in. They claimed the woman didn’t provide clear proof and denied any inappropriate behavior by their staff.
The Ombudsman’s Office found that the shopping center had failed to ensure proper access for people with disabilities—this violates the Law on Equal Treatment. The center received an official warning and was advised to make toilets independently accessible for those who need them.
Toilet Exists, But Access Is Limited
Another complaint came from the Nemunaitis eldership building in the Alytus District Municipality. Representative of the Office of the Equal Opportunities Ombudsperson visited the site and found that, despite claims of accessibility, the toilet was hard to reach.
“To get to the toilet, one has to go through the library, which is usually locked, and there are no signs explaining where to find a key or how to access the toilet,” said Lina Cicėnaitė, a lawyer at the Office. “There’s also a lift in the corridor, but no ramp leading to it, making it unusable for people with mobility issues.”
As a result, the eldership was found to have violated the law and was instructed to improve access to the building.
Additional Complaint in Vilnius
A complaint was also received about a locked toilet at the “Rimi Pilaitė” shopping center in Vilnius. The management explained that the toilet is adapted for everyone, not just people with disabilities, and that it is a paid facility. The Ombudsperson did not find this to be discriminatory but recommended offering free access for people with disabilities.
Call for Change
Equal Opportunities Ombudsperson Birutė Sabatauskaitė said the issue of inaccessible toilets has been raised by the public for years, yet little has improved.
“Service providers often say they lock toilets to maintain cleanliness and safety. But this practice is unfair and degrading. It limits equal access to public services,” she said.
“Imagine if you had to tell others you need to use the toilet, figure out who has the key, and then prove you’re allowed in—sharing personal health details in the process. Nobody should have to go through that.”
The Ombudsperson is urging all service providers to be more mindful and to stop locking toilets meant for people with disabilities. Instead, they are encouraged to find other ways to handle any challenges that may come up.
This call has already led to action. The “Molas” shopping center, which was found to have discriminated against a customer, has announced that it will no longer keep toilets for people with disabilities locked. In a letter to the Office, the center promised that these toilets “will be accessible without needing to press the intercom button.”