People with disability have the same rights as the rest of the community to access services, facilities and information. Failure to provide the same levels of access or opportunities could be viewed as discrimination under the Disability Discrimination Act (1992).
- Use clear and concise language
- Always emphasis the person first, not the disability
- If the person is deaf or hard of hearing look directly at them and speak clearly at a normal pace and keep your hands clear of your face
- Communicate using pen and paper if this assists
- If the person has a vision impairment identify yourself and introduce any other people also present
- When handing paperwork or money to a person with visual impairment place money in the persons hand, giving them notes and coins separately
- Provide a customer service area at a height that is suitable for people using wheelchairs with leg clearance underneath
- Improve customer service by providing staff with training on disability awareness and effective communication strategies.
Translating and Interpreting Services (TIS): 131 450 or visit the TIS website.
TIS National provides access to the following interpreting services:
- Immediate phone interpreting (131 450)
- ATIS automated voice-prompted immediate phone interpreting
- Pre-booked phone interpreting
- On-site interpreting
- Telehealth video interpreting service.
National Relay Service (NRS): 13 36 77
The NRS can help you communicate with people who are deaf and/or find it hard hearing or speaking with people who use a phone
The NRS has specially trained staff called Relay Officers who help with every call
Depending on the type of call, a Relay Officer will change voice to text or text to voice and AUSLAN to English or English to AUSLAN
Relay officers stay on the line throughout each call to help it go smoothly, but don't change or get in the way of what is being said
Except for calls made through Video Relay, the NRS is available 24 Hours a day, every day.
Make sure all of your customers are able to access the information they need from your business.
- Display information in an accessible location
- It is recommended that information is provided in a minimum size 12 with a sans serif font such as Arial
- Use matt or low sheen paper
- Use high contrasting colours for printed information
- Provide clear, easy to read signage
- Lowering your pamphlets and brochures to an accessible height for people of short stature or people using wheelchairs
- If your business is a restaurant or fast-food outlet, have a few menus in large print version available to assist people with vision impairment.
The business case for hiring people with disability is strong, people with disability generally take less sick leave and stay in jobs longer than other workers.
The City's 'Rethink Employment' video is a short guide to inclusive employment and can be viewed below.
A guide to inclusive employment. This short film was funded with the assistance of a Lighthouse Project Grant and shares real-life employment stories which help to demystify the process of employing people with disability.
The expectation of accessibility is now greater than ever, whether it is physical access to the built environment, customer service access, or access to information.
The City of Stirling is offering businesses a free informal walkthrough by friendly volunteers with personal experience of disability to provide your business with confidential recommendations for access improvements.
Walkthroughs are a proactive starting point for businesses to identify issues for consideration and develop a practical approach to improving access for everyone including staff, customers, and visitors.
Walkthroughs may take one to two hours depending on the size of your business and can be arranged Mondays to Thursdays between 10.00am - 2.00pm as mutually convenient. Following the walkthrough, a report will be developed and usually forwarded to your business within 3 weeks.
All information remains confidential and there is no requirement to implement the advised recommendations.
Please note that an ‘access walkthrough’ does not address access for every element within a building. It is not intended to take the place of a formal access audit which inspects and assesses to determine compliance with relevant access legislation, codes and standards rather a ‘walkthrough’ offers advice based on volunteers’ personal experience of disability.
To book an access walkthrough of your business, please email the City’s Access and Inclusion Officer or for further information please contact the Customer Service Team on (08) 9205 8555.
The City of Stirling in no event shall be liable for any direct, indirect, incidental, or consequential damages or any damages whatsoever arising out of the business walkthrough, the use of information provided during the walkthrough or in the walkthrough report. The walkthrough report is not intended as a substitute for professional advice.