Impact area: Our service users

Action 1.1

Ensure all policies, plans and programs reflect the needs of people with disability and their carers.

Our key activities

We will implement this activity within 1–3 years:

• Utilise co-design processes to develop policies, legislation and projects that impact the lives of people with disability

Our measures

• Co-design and test all relevant policies, programs and legislation with participants from diverse backgrounds, abilities, and perspectives to ensure inclusiveness and effectiveness.

Australia’s Disability Strategy outcome areas

This action supports these outcomes:

• Employment and financial security (Outcome 1)
• Community attitudes (Outcome 7)

Action 1.2

Ensure information and communication technologies are accessible and inclusive to provide equitable access for all.

Our key activities

We will implement these activities within 1–3 years:

• Design, build and buy accessible and inclusive digital products and services, including intranets, websites, web applications, mobile applications, and other information and communication technologies.
• Ensure all digital products and services meet QGEA policies and standards, including: Digital Services Policy, Digital service standard, Procurement and disposal of ICT products and services policy, and the current version of the Web Content Accessibility Guidelines.
• Procure accessible ICT digital services and products that meet Australian Standard AS EN 301 549 – Accessibility requirements for ICT products and services.
• Include procurement contract conditions that require suppliers to ensure their products and services comply with the Disability Discrimination Act 1992 (Cth).

Our measures

• Develop and submit a Digital services accessibility plan that demonstrates measurable improvements against defined goals and actions.
• Co-design and test all relevant digital services with participants from diverse backgrounds and perspectives to ensure inclusivity and usability.

Australia’s Disability Strategy outcome areas

This action supports these outcomes:

• Employment and financial security (Outcome 1)
• Inclusive homes and communities (Outcome 2)
• Personal and community support (Outcome 4)
• Community attitudes (Outcome 7)

Action 1.3

Ensure all non-digital information meets relevant accessibility guidelines.

Our key activities

We will implement these activities within 1–3 years:

• Ensure all forms, brochures, paper-based policies and other non-digital information provided to service users comply with relevant accessibility guidelines.

Our measures

• Ensure all non-digital information complies with accessibility guidelines by year 2, with annual reviews to maintain compliance.
• Aim for 90% user satisfaction by year 3 through feedback from people with disability and collaboration with accessibility specialists to enhance usability.

Australia’s Disability Strategy outcome areas

This action supports these outcomes:

• Employment and financial security (Outcome 1)
• Personal and community support (Outcome 4)
• Community attitudes (Outcome 7)

Action 1.4

Support diverse small and family businesses to create inclusive and safe workplaces.

Our key activities

We will implement these activities within 1–3 years:

• Empower diverse small and family businesses to access support and assistance by:
  • Embedding the principles of the Small Business Engagement Framework to ensure responsiveness to the needs of people with disability.
  • Offering the Mentoring for Growth program to business owners of all abilities.
  • Ensuring all events and engagement activities are accessible and inclusive.
• Provide grants to small and family businesses to create inclusive and safe workplaces and to support the employment of people with disability.

Our measures

• Participation rates of businesses with disability connections in programs and events.
• Satisfaction ratings from businesses with disability connections regarding programs and events.

Australia’s Disability Strategy outcome areas

This action supports these outcomes:

• Employment and financial security (Outcome 1)
• Community attitudes (Outcome 7)

Action 1.5

Support customers with disability through inclusive and accessible services and customer service centres.

Our key activities

We will implement these activities within 1–3 years:

• Continue to deliver free Australian Disability Parking Permits to eligible customers.
• Ensure equal access to our services and products by providing accessible omnichannel options.
• Ensure, where possible, all customer service centre facilities (e.g. counters, carparks, entrances) are accessible.
• Maintain all mobile hearing loops in customer service centres in support of d/Deaf or hard of hearing customers.
• Continue the Service Centre Operations Accessibility and Inclusion Interest Group and promote the sharing of Learning Moments to improve accessibility issues.
• Review the effectiveness of new direct feedback mechanisms that allow customers with disability to report accessibility issues.

Our measures

• Satisfaction rating for the Disability Parking Permits process.
• Satisfaction rating from customers with disability regarding services and customer service centres.

Australia’s Disability Strategy outcome areas

This action supports these outcomes:

• Employment and financial security (Outcome 1)
• Community attitudes (Outcome 7)

Action 1.6

Provide interpreting services across all stakeholders.

Our key activities

We will implement these activities within 1–3 years:

• Ensure appropriate communication services are readily available to support people with disability when accessing services.
• Promote awareness of interpreting services to ensure all stakeholders, including customers and staff, can access them when needed.

Our measures

• Satisfaction rating from customers with disability regarding services and customer service centres.

Australia’s Disability Strategy outcome areas

This action supports these outcomes:

• Employment and financial security (Outcome 1)
• Community attitudes (Outcome 7)