Shopping has become easier for deaf and hard-of-hearing customers at Clearwater Mall with the launch of Convo Access, an on-demand service for sign language interpretation in partnership with Convo South Africa.

The service, launched on Friday, October 24, allows shoppers to connect instantly with qualified South African Sign Language (SASL) interpreters by scanning QR codes displayed at key customer service points throughout the mall.

Established in 2022, Convo South Africa is a deaf-owned and deaf-led organisation that has already won awards for its contributions to accessible technology from the Pan South African Language Board’s Multilingualism Awards. Its goal is to close communication gaps in commonplace settings, including public offices, hospitals, and retail establishments.

According to national data, about four million South Africans are deaf or hard of hearing. Convo Access offers practical support for this often overlooked group, helping promote equality in public spaces and making shopping more inclusive.

The feature supports languages like English, Afrikaans, IsiXhosa, IsiZulu, and Sesotho, making it inclusive to the diverse members of society. It is also easy to use, as it works through a simple video call, and customers don’t have to register or download the app.

“We’re here to serve our whole community, and that means responding by taking action when we can do better,” said Prianka Singh Rodgers, the marketing manager at Clearwater Mall.

“Convo means that we are removing a communication barrier,” she said.

The initiative follows research showing a significant deaf community in the West Rand area. The mall’s staff were trained to assist visitors with the new system, ensuring a smooth experience for both shoppers and employees.

“Clearwater Mall recognises that accessibility is an essential feature. When Deaf customers can communicate freely with staff, everyone benefits,” said Chelsea Williamson, general manager at Convo South Africa. She is the only hearing member on her team and communicates daily in sign language, noting that while most conversations are seamless, she occasionally struggles to interpret messages in colleagues’ home languages.

Deaf software developer Tholang Setona said he uses the app almost every day.

“It’s effortless to use. Before, people would write things down, which wasted time and often caused confusion. The app helps me have conversations anywhere without struggle,” he said.

At the launch, Atiyah Asmal, who is a service delivery manager, and Yuvini Gounden, who is a customer support specialist, demonstrated how Convo Access works, highlighting differences from the standard Convo app.

Interpreter Nicoline du Toit assisted with live communication, ensuring every guest could fully participate.