2.1 Consultation with people with disabilities

NOTE:  In order to encourage industry best practice on accessibility inclusiveness, it is practical to consult with people with disabilities in the inaugural stages of the sourcing, development or introduction of any such goods or services.

2.1.1    Consultation with people with disabilities by Communications Alliance

As necessary, Communications Alliance will seek advice from organisations representing person/s with disabilities.

2.1.2    Consultation with people with disabilities by industry

Where products, services or information are likely to impact on people with disabilities, industry participants should consult with appropriate people with disabilities in the initial stages of its development.

2.2 Provision of Information

NOTE: Equity in access to communications products and services is linked to equity in access to information about such products and services.

For people with disabilities the term ‘accessible information’ has two levels of meaning. The first refers to the manner in which the information is presented. In this context the use of the term ‘accessible formats’ is common. The second refers to the ease of comprehension of the information presented.

Information may be provided indirectly by way of brochure or website, or directly by phone or in face-to-face presentation.

2.2.1    Indirect Provision of Information

Communications Alliance and industry members are encouraged, as far as practical, to facilitate that:

(a)    Standards, Codes and Guidelines that significantly impact on consumers (e.g., those that are eligible for reimbursement of costs by the ACMA) are written in easy-to-understand English or have available an explanation of the Standard, Code or Guideline in easy-to-understand English.

(b)    any documentation is made available in alternative formats upon request. This includes but is not limited to large print or electronic format. Electronic documentation should be created in such a way that it is accessible to computer screen reader software used by people who are blind or have vision impairment.

(c)    all printed consumer information is designed with appropriate font size, style and colour, appropriate colour contrast between background and text, and with clear, defined graphics to maximise their readability for people with vision impairment.

(d)    all industry websites, including the Communications Alliance website, meet international web accessibility guidelines at least to the standard required by the Australian Government.

2.2.2    Direct Provision of Information

NOTE: Equity in access to direct modes of giving information means that a range of different ways of interacting with people with disabilities should be available, and the appropriate one used on request.

(a)   Customer enquiry or assistance should include sufficient text communication facilities for people who are deaf, speech or hearing impaired. Facilities provided should enable communication in an appropriately speedy manner. Customer enquiry or assistance service operators should receive regular training in the efficient use of the relevant communication devices.

(b)    Customer service staff should receive regular training in the use of a range of communication modes used by the respective organisation.

(c)    Customer enquiry or assistance service counter staff should provide facilities which enable communication.

(d)    Service providers should ensure that customers can be easily assisted by an advocate, if required, when communicating with a supplier.

(e)    When Communications Alliance Standards, Codes and Guidelines mention access to the Emergency ‘000’ number and where appropriate, the TTY Emergency number ‘106’ should also be mentioned.

2.3 Universal Design

The principles of Universal Design should be taken into account, where relevant, in the development of Standards, Codes and Guidelines, and in the development of all products and equipment See the Principles of Universal Design at the NC State University website.