Access for all:
Improving accessibility for
consumers with disability
Introduction
This resource provides practical tips for businesses on improving access to goods, services, facilities, premises
and information for consumers with disability.
Following these tips will not only reduce the likelihood of discrimination complaints against your business, but will
also increase your access to the market, and benefit the community, through greater economic participation of
people with disability.
Over 4 million people in Australia experience disability.1 That’s around 1 in 5 Australians. People with disability, as
well as their friends, relations and colleagues, constitute a significant group of consumers. However, businesses
can often unintentionally overlook the needs of these consumers, making it difficult for them to access goods and
services. These businesses may be missing out on a significant customer base, as well as potentially breaching
anti-discrimination laws.
The Disability Discrimination Act 1992 (Cth) (DDA) makes it against the law to discriminate against a person
because of disability when providing goods, services or facilities, or access to public premises.
In 2014–15, the Australian Human Rights Commission received 323 complaints about disability discrimination in
the provision of goods, services and facilities. A number of these complaints also raised issues about access to
premises.
There are state and territory anti-discrimination laws which also prohibit disability discrimination.2
These laws
provide for people to make complaints to state and territory anti-discrimination authorities. The wording of each Act
is slightly different, so to work out your obligations it is important that you check the DDA and the legislation in each
state or territory in which your business operates. You can also contact the Australian Human Rights Commission
and state and territory anti-discrimination authorities for information about what is covered under the law.3
What does the Disability Discrimination Act say?
The DDA says that disability discrimination occurs when a person is treated less favourably, or not given the
same opportunities as others in a similar situation, because of their disability. The disability could be temporary or
permanent; a physical, intellectual, sensory, neurological, learning or psychosocial disability; a disease or illness;
physical disfigurement; or medical condition or work-related injury.
The DDA also protects people with disability who may be discriminated against because they are accompanied
by an assistant, interpreter or reader; or a trained animal such as a guide, hearing or assistance dog; or because
they use equipment or an aid, such as a wheelchair or a hearing aid.
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The DDA makes it against the law to discriminate
against a person because of their disability either:
• by refusing to provide them with goods or services
or make facilities available; or
• because of the terms or conditions on which, or the
manner in which, the goods, services or facilities
are provided.4
The DDA also makes it against the law to discriminate
against someone because of their association with a
person with disability.
Discrimination can be direct, meaning a person
with disability is treated less favourably than a
person without that disability in the same or similar
circumstances. An example of possible direct disability
discrimination is where a person is refused entry to a
restaurant because they are blind and have a guide
dog.
Discrimination can also be indirect. Indirect disability
discrimination can happen when conditions or
requirements are put in place that appear to treat
everyone the same, but actually disadvantage some
people because of their disability. For example, it
may be indirect discrimination if the only way to enter
a shop is by a set of stairs, because people with
disability who use wheelchairs would be unable to
enter the building. The law says however that it will not
be unlawful discrimination where the person imposing
the requirement or condition can demonstrate that it is
reasonable in the circumstances.5
The DDA requires businesses to make reasonable
adjustments to enable a person with disability to
access goods, services or facilities.6
However, the DDA
says it will not be against the law to discriminate in
providing access to goods, services or facilities if it can
be demonstrated that making the required adjustments
would cause ‘unjustifiable hardship’.7
Before claiming that adjustments will create
unjustifiable hardship, it is recommended that
businesses:
• thoroughly consider how an adjustment might be
made
• estimate the cost of making the adjustment
and whether any financial or other assistance is
available
• consider the potential benefit or detriment of the
adjustment for:
– any specific person concerned
– the business
– the community.
• discuss this directly with any person involved
• consult relevant sources of advice.
Making information accessible
One area in which businesses may unintentionally
engage in discrimination is in the manner and/or
format in which they provide important information to
consumers, and require information from consumers.
Access for all: Improving accessibility for consumers with disability • 3
Tips for making information accessible
It is important not to make assumptions about how
people can receive or communicate information.
The best approach is to make important information
available to consumers in a variety of formats.
To ensure that key information is accessible to as
many people with disability as possible:
• Make important information available to consumers
in multiple formats, not just in hard copy written
format. Options could include information being
conveyed:
– orally by staff (in person, or over the phone,
including, in the case of people who are Deaf
or have a hearing impairment, through use of
the Telephone Typewriter (TTY) National Relay
Service)
– in hard copy written material (including a large
18 font size print option)
– electronic formats including by email, via
websites and online chat services
– on computer disc
– as an audio recording.
Businesses could also consider installing an audio
loop in their public shopfronts or offices to assist
people with hearing aids, and providing an Auslan
interpreter or Braille option on request.
What is the National
Relay Service?
The National Relay Service
(NRS) is a phone service for
people who are Deaf, have
a hearing impairment or have
complex communication needs.
The NRS relay officer provides a link for the
parties to the call and relays exactly what is
said or typed. The NRS relay officer is present
for the duration of the call to ensure smooth
communication between the parties but does
not change or interfere with what the parties say.
If a business provides information or services
to customers by telephone, customers with
disability are entitled to use the NRS to access
the business’s telephone service.
For more information on the NRS, visit their
website: www.relayservice.com.au
Examples of issues
raised in complaints8
Unable to access bills
A woman who is blind
complained that a utility
company did not provide bills in
an accessible format. She was seeking access
to online billing as a private and convenient
method of payment. The complaint was
resolved with an agreement that the business
would provide a document in Braille setting out
the range of payment options; continue a pilot
project to provide summary bills in Braille; and
make electronic text format bills available within
a specified time period.
Unable to access product assistance
A woman with a hearing impairment complained
that when she sought help from an information
technology company in relation to a recently
purchased product, she was told that assistance
was only available over the phone. The company
said that the complainant had received incorrect
advice and the company did provide online
product assistance and assistance via TTY relay
services. The company apologised for what
had happened and offered the complainant 12
months free access to a service upgrade.
Limited identification requirements
A 27-year-old woman with an intellectual
disability complained that she was refused entry
to a hotel because she could not produce a
driver licence to prove she was over 18 years
of age. The complaint was resolved with the
hotel agreeing to accept a copy of the woman’s
birth certificate as proof of identify and lobby in
support of a generally available and acceptable
‘proof of age’ card.
A woman who is blind complained that she
had been discriminated against when a credit
provider refused to accept her Blind Citizens
Australia identity card in place of a driver licence
and required her to obtain legal advice as she
could not read the printed contract herself. The
complaint was resolved when the respondent
agreed to accept the identity card, permit
contracts to be read to a vision impaired person
by an independent person rather than just a
lawyer, and investigate how contracts could be
produced in accessible formats.
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• Provide written information in clear and concise
language that is easy to understand, in a font size
no smaller than 12pt.
• Provide a variety of methods for consumers to
contact the business, for example in person, over
the phone (including by use of a TTY), or by email.
• When a consumer is required to produce a form
of identification, for example when entering into
a contract or seeking entrance to an age-limited
premises, accept multiple forms of identification.
Do not only rely on a driver licence, as a person
with a disability may not have one.
• Allow for accessible payment options e.g. allow for
credit card payments to be signed instead of the
person having to enter and remember a PIN.
• Ensure staff are trained about how to provide
information in a non-discriminatory way, and to
communicate effectively and respectfully with
people with disability (see more in the last section
of this resource).
Making premises accessible
The DDA makes it against the law to discriminate
against people with disability in relation to access
and use of public premises.10 This applies to places
such as shops, cafes, restaurants, banks, cinemas,
theatres and sporting venues. Public ‘premises’ can
also include an aircraft or vehicle, a place (whether
enclosed or built on or not); and a part of premises, for
example, customer bathrooms.11
There are national legally-binding standards which
set out technical requirements for those building or
upgrading premises to ensure people with disability
can access and use buildings, as required by the
DDA.12 The Commission has published a guideline on
the application of these standards to assist people to
implement them.13
In relation to existing premises, there are a number of
things that can be done to ensure access for people
with disabilities. Often inadequate or inappropriate
management, maintenance and housekeeping
practices can make otherwise accessible premises
inaccessible – for example, keeping accessible toilets
locked or using them for storage.
Find out more
See the Information
Checklist published by
the Disability Services
Commission of Western
Australia.9
Examples of issues
raised in complaints
Barriers at entrances and
items in aisles
A woman who uses a
wheelchair complained that she
had difficulty shopping in her local supermarket
due to such things as turnstiles at the entrance
and displays and goods being placed in the
aisles. The complaint was resolved when the
supermarket agreed, among other things,
to remove turnstiles at the entrance convey
instructions to staff about keeping passages
clear and remodel displays to ensure aisles are
kept clear.
Accessible checkout lanes frequently being
closed
A man who uses a wheelchair complained
about difficulties at his local supermarket
including that the accessible checkout lanes are
frequently closed. The complaint was resolved
when the supermarket agreed to ensure that at
least one accessible lane will always be open.
Locked accessible toilets
A woman who uses a wheelchair complained
that she could not use the accessible toilets in
a shopping centre because they were always
locked, while other toilets were not. The
complaint was resolved when the shopping
centre agreed to unlock the accessible toilet
facilities during opening hours and upgrade the
doors to make access easier and to comply with
relevant Australian Standards.
Access for all: Improving accessibility for consumers with disability • 5
Tips for maintaining accessible premises
• Do not lock accessible bathrooms or lifts while
premises are in use by members of the public.
Ensure accessible bathrooms can be reached via a
continuous accessible path of travel.
• Do not use accessible bathrooms or change rooms
as storage areas.
• Avoid constructing temporary displays or stacking
goods in a manner which obstructs aisles. Make
sure there are continuous accessible paths of travel
around and within premises.
• Make sure that counter heights, lift buttons,
EFTPOS facilities, door handles, etc. are within
reach of a person using a wheelchair.
• Ensure that lift buttons have raised tactile and
Braille information next to them and that the lifts
provide audible information telling passengers what
floor they have arrived at.
• Maintain adequate lighting levels throughout
premises.
• Provide adequate signage for people with disability
accessing or using the premises.
• Do not allow surfaces to become dangerously worn
or slippery.
• Provide designated parking spaces for people with
disabilities and maintain a continuous accessible
path of travel from the parking space to the
premises.
Access to transport
The DDA makes it against the law to discriminate
against people with disability in relation to access to
or use of public aircraft, vehicles or vessels.14 This
includes airlines, taxis, buses, trains, trams, rental cars,
ferries and cruise ships.
There are legally binding technical requirements
for public transport providers to ensure access for
people with disability to transport.15 The Commission
has published a guideline on the requirements for
accessible bus stops.16
Many disability discrimination complaints made to the
Commission are about people with disabilities being
denied travel in taxis or on airplanes.
Examples of issues
raised in complaints
Difficulty travelling with an
assistance animal
A man who is blind and has
a guide dog complained that
when he called to book a taxi and informed
the operator that he was travelling with a guide
dog, he was told not to count on a taxi turning
up. The complaint was resolved when the
taxi company agreed, among other things, to
develop a disability access program; engage
the local Guide Dog Association to provide
awareness training for drivers; and pay the
complainant $200 compensation.
Lack of ramps for buses
A man who uses a wheelchair complained that
ramps on the accessible buses in his area were
frequently out of order for long periods. The
complaint was resolved when the bus operator
confirmed that the ramps had been repaired and
arrangements made to ensure the workshop
gave priority attention to ramp maintenance and
repairs in the future.
Restrictions on independent travel
A woman complained that when her sister, who
is 50 years old and has an intellectual disability,
arrived to book in for her flight, she was told
that she could not travel unaccompanied.
The complainant said her sister has a high
level of capacity including holding licences to
operate various machines. The complaint was
resolved when the airline apologised, advised
that it had reviewed is staff information and
training, compensated the complainant’s sister
for the embarrassment she experienced and
agreed that in future she was able to travel
unaccompanied.
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Tips for improving access to transport
• Be aware that under the DDA, it is against the law
to refuse a person access to transport because of
disability, unless you can establish:
– if the refusal is because of a requirement or
condition which the person with disability is
unable to comply with, that requirement or
condition is reasonable in the circumstances, or
– it would cause unjustifiable hardship for you
to make the adjustments necessary to provide
access.
This includes refusing a person access to transport
because they are accompanied by an assistance
animal. More information about the DDA and
assistance animals is provided in the following
section.
• Ensure information relevant to passengers with
disability is provided on the transport service’s
website. Such information may include specific
booking processes, requirements for passengers
with disability, location of accessible bus/train
stops, timing of accessible services, access
features, etc.
• Make sure booking forms and mobile apps are
accessible to people with disability.
• Provide training to frontline staff on the delivery of
accessible transport to passengers with disability.
• Take steps to inform booking agents (e.g. travel
agents) of relevant considerations for passengers
with disability (e.g. need to demonstrate fitness to
travel, disability equipment carriage restrictions,
access features, etc.)
Access to premises and services
for people who use assistance
animals
The DDA makes it against the law to discriminate
against a person with disability who is accompanied
by an animal that is trained to alleviate the effects
of their disability.17 In 2014–15 complaints to the
Commission about discrimination because the person
had an assistance animal increased by 44%.18
The most common and well-known example of
assistance animals are guide dogs who assist people
who are blind or have a vision impairment. However,
the category of assistance animals recognised by the
DDA is much broader than just guide dogs.
Assistance animals can also be trained to assist
people who are Deaf or have a hearing impairment,
people who require physical support for mobility,
people with psychosocial disability and people who
have medical conditions such as epilepsy.
If you are not sure whether an animal is an assistance
animal it is not against the law to ask a person
with disability to provide evidence that an animal
is an assistance animal or that it is trained to meet
standards of hygiene and behaviour appropriate for
an animal in a public place.19 Evidence can include
identification from a state or territory assistance animal
register, a card from a registered training organisation
or a medical certificate.
The DDA also says it is not unlawful to request or
require that an assistance animal remain under the
control of the person. An animal does not need to be
on a harness or leash to be under a person’s control.20
For example, a person with disability may control
an assistance animal through eye contact, voice
commands, touch or close physical proximity.
It may also not be unlawful to discriminate against a
person with disability accompanied by an assistance
animal if you reasonably suspect the animal has an
infectious disease and the discrimination is reasonably
necessary to protect public health or the health of
other animals.21
Access for all: Improving accessibility for consumers with disability • 7
Tips for improving accessibility for people
with assistance animals
• Be aware that under the DDA, it is against the law
to refuse a person access to premises, facilities,
goods or services simply because they are
accompanied by an assistance animal, unless you
can establish:
– if the refusal is because of a requirement
or condition which the person with the
assistance animal is unable to comply with, that
requirement or condition is reasonable in the
circumstances, or
– it would cause unjustifiable hardship for you to
make the adjustments necessary to provide the
person access with their assistance animal.
• Be aware that a guide dog is only one form of
assistance animal and there are other assistance
animals such as those that assist people with
hearing disabilities and medical conditions.
• If you are unsure if an animal is an assistance
animal, the law says that it is OK to ask the person
with the disability to provide some evidence that
the animal is an assistance animal and has been
trained to meet standards of hygiene and behaviour
appropriate for an animal in a public place.
• If you are unsure whether an animal is an
assistance animal, ask the person before asking
them to leave the premises or leave their animal
outside.
• Provide frontline staff with information and/or
training about assistance animals.
• Find out if your state or territory has a register for
assistance animals. This may help you or your
staff clarify if an animal is an assistance animal.
However, be aware that not all assistance animals
may be registered (e.g. animals still in training or
from other states or territories).
Examples of issues raised in complaints
Unable to access a restaurant
A man who is blind and uses a guide dog complained that when he and his family went
to a restaurant to order take-away food he was asked to leave because of his dog. The
restaurant manager said he was not aware that guide dogs were allowed in restaurants.
He apologised for what happened, agreed to arrange training about guide dog access for
his staff and place a “Guide Dog Welcome” sticker at the front of the restaurant.
Refused access to a sports club
The complainant has a disability that affects her mobility and balance and uses an assistance dog to
alleviate the effects of her disability. She was a regular spectator at a local sports club and claimed
the manager refused her access to the club because of her assistance animal. The club said that the
complainant’s assistance animal did not meet that state’s legislative requirements for accreditation and
explained it was unaware that under the DDA an ‘assistance animal’ includes an animal that is trained but
not necessarily accredited under state law. The complaint was resolved when the club agreed to review its
policies regarding assistance animals to ensure compliance with federal disability discrimination law. The
manager also expressed regret for any misunderstanding that had occurred.
Refused access to an aircraft
In the recent case of Mulligan v Virgin Australia Airlines22 the Federal Court of Australia found that Virgin
Australia had breached the DDA when it refused to allow Mr Mulligan, a man with cerebral palsy, vision
impairment and mobility impairment, to be accompanied by his dog in the cabin during a domestic flight.
Mr Mulligan’s dog had been trained by a dog training school to assist Mr Mulligan with his disability.
The Court ordered Virgin to pay Mr Mulligan $10,000 in compensation.
The Court said that it is not necessary for an assistant animal to be trained by an accredited organisation,
as long as it has been trained by a person or organisation to assist a person with disability to alleviate the
effect of the disability, and to meet standards of hygiene and behaviour that are appropriate for an animal
in a public place.
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Access for people using mobility
devices
As well as protecting the rights of people who
have assistance animals, the DDA also prohibits
discrimination against people who use a ‘disability
aid’.23 A disability aid is defined as any equipment
that is used by a person with disability which assists
to lessen the effect of the disability.24 Examples
of disability aids include mobility devices such as
wheelchairs and mobility scooters.25
Under the DDA, it may be against the law for the owner
or manager of a shop, restaurant, club, or other venue
to refuse entry to someone who uses a scooter if it is
being used as a disability aid. It may also be against
the law to restrict the access of the person only to
certain parts of the premises.
Businesses should consider the needs of consumers
who use scooters as a mobility aid.
The general tips for maintaining accessible premises,
mentioned in the earlier section of this resource, also
apply to people who use mobility devices.
Access online
Available data indicates that the majority of people with
disability who are 15 years or older use online services
to do things such as purchase goods, pay bills and
conduct banking.27 There are different technologies
which can assist people with disability to access and
use online resources. For example, people with vision
impairments can use screen-reader software which
reads out what is on the computer screen.
Making information available online in addition to
providing it in hard copy, over the phone, or in person
can be an important way of making sure that people
with disability can access that information. Similarly,
making goods and services available via accessible
websites or mobile apps can enable usage by people
with disability who would otherwise not be able to
access them.
The requirement in the DDA that providers of goods
and services not discriminate against a person
because of disability applies to online services as
it does in the physical world. Online providers of
information, goods and/or services need to consider
the accessibility of their websites and mobile device
applications for people with disability.28
Detailed guidance on how to design accessible
websites is contained in the Web Content Accessibility
Guidelines (Web Guidelines) developed by the World
Wide Web Consortium.29 The Commission has
developed an Advisory Note on accessibility of web
resources to clarify the requirements of the DDA in this
area, and explain how compliance with them can be
best achieved, with reference to the Web Guidelines.30
The World Wide Web Consortium has also developed
a document explaining how the Web Guidelines can be
applied to mobile web content and mobile web apps.31
Find out more
For more information about
how to ensure premises
are accessible for people
with disability using mobility
scooters, see the Commission’s
Advisory Note on Mobility Scooters
in Registered Clubs.
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Access for all: Improving accessibility for consumers with disability • 9
Tips for increasing accessibility of online
content
• Be aware that material that is presented only in an
image-based format such as GIF or TIF will not be
accessible to some people with disability.
• Use plain fonts that are easy to read. Avoid fonts
that are decorative or stylised.
• Make sure there is enough contrast between
foreground text and background colours so that the
text is easy to read.
• Do not provide content only in pdf format, as
screen-readers generally cannot read these
properly. If you include pdfs, provide the same
information in Word and/or html format.
• Make sure you include text descriptions for all nontext content, including all images and graphs, for
example, using the Alt text function.
• Avoid scanned pictures of text e.g. a photo of a
menu and text boxes, as screen-readers can’t read
these.
• Provide captions and/or transcript for multimedia
(i.e. audio and video) content.
• Do not set audio or video content to play
automatically when a page is loaded, as this can
interfere with the use of screen-readers.
• Rather than using a ‘CAPTCHA’ to protect against
malicious machine interference with your website
(for example wavy letters in an image file which a
user must identify and retype), use an accessible
alternative such as requiring the user to reply to an
email sent to their email address.
• Make sure that all the content on your website can
be navigated by keys on the keyboard (i.e. it does
not require use of a mouse).
• Make technical support available for consumers
who need assistance using your website, via online
chat session, phone or email.
• Test the accessibility of your website, and where
necessary speak to an accessibility professional.
Examples of issues raised in complaints
Problems with online banking
A woman who has a vision impairment complained that she could not access her credit
union’s online banking service because the security features that had been installed to
verify identify were not accessible to her. The complaint was resolved when the credit
union agreed to upgrade its site to provide an accessible method for verifying a person’s
identity.
Problems with online shopping
A woman with a vision impairment complained that her supermarket had upgraded its website and in
doing so had made it difficult for her to arrange a time for delivery. The complaint was resolved with an
agreement that the company would make further improvements to enhance the accessibility of its online
shopping service.
Find out more
For more information,
resources and assistance in
relation to web accessibility,
see:
• Media Access Australia
www.mediaaccess.org.au/web
• Access IQ
www.accessiq.org
• Vision Australia
www.visionaustralia.org/business-andprofessionals/digital-access-consulting
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Planning accessible events
Those who plan events, including meetings, festivals,
conferences, lectures, and fundraisers, need to
take all reasonable steps to ensure that the event is
accessible so that people with disability can attend
and participate. Consideration should be given to the
issues raised in each of the earlier sections of this
resource, including:
• whether information about the event is provided in
(multiple) accessible formats when promoting and
inviting people to the event
• whether any website used for promotion or
ticketing for the event is accessible
• whether the chosen venue, and the set up within
the venue, is accessible for people with disability,
including for people using mobility devices or
assistance animals.
Tips for making events accessible
Below are some simple tips to increase the
accessibility of your event:32
• Explain the accessibility of the venue on the
invitation or registration form and request attendees
to inform you of any accessibility requirements they
have. For example:
Access for people with disability
The venue is accessible for people using
wheelchairs. All handout materials will be available
in accessible electronic format on request. If you
have any other accessibility requirements in order
to participate fully, please let us know, and the
event organiser will contact you.
• Make sure there is sufficient clear, simple and
visible signage to direct people where to go.
• Ensure the venue is large enough and set out in
such a way that people with disability, including
people using mobility devices such as wheelchairs
or scooters, can move freely around even when the
venue is full.
• When setting up seating arrangements and
allocations, allow people with disability a choice
of seating, including options with a clear view of
the stage/speakers platform. This is particularly
important for people who are Deaf or have a
hearing impairment.
• Ensure that any speakers are aware that if they
are using powerpoint slides or videos in their
presentations, they need to provide the same
information in a format which is accessible for
people who have vision or hearing impairments.
For example, speakers could provide an oral
description of powerpoint slides, provide hard
copy, electronic and/or audio copies of the material
ahead of the event, and/or use captioning or Auslan
interpreters during the presentation.
• Brief venue and registration staff about their
responsibility to avoid discriminating against
people with disability, and about any access issues,
such as allowing people using assistance animals
into the venue, location of accessible toilets and
availability of handouts in accessible formats. This
information could be provided to staff before the
event in writing, or in a briefing session.
• Give a specified staff member responsibility for
addressing any accessibility issues that arise on the
day of the event, and make sure that all staff working
at the event are aware of who that person is.
Examples of issues raised in complaints
Lack of audio loop
A man who has a hearing impairment said he attended a lecture series at a public
venue but was unable to hear the content as the theatre did not have an audio loop.
The complaint was resolved on the basis of an agreement to provide the man with an
apology, refund the fee he had paid and install an audio hearing loop in the theatre.
Lack of lift access
A man who uses a wheelchair complained that a publicly funded arts facility did not have public lift access.
This meant that patrons who could not use stairs had to use the goods lift and be accompanied by staff
through otherwise ‘off limit’ areas of the building. The complaint was resolved with an agreement that the
arts centre would install an appropriate public lift.
Access for all: Improving accessibility for consumers with disability • 11
Communicating effectively with
people with disability
The key to resolving any accessibility issues is
respectful and effective communication with
consumers with disability, and the provision of
practical assistance in response to their requests.
Training your staff on how to communicate with people
with disability is an important step in ensuring you are
providing an accessible service.
The following are some key tips for communicating
with people with disability:33
• Talk directly to the person with disability, not the
other people who may be with them (such as a sign
language interpreter).
• Ask the person first if they want assistance, and
if they answer yes, ask how you can best assist
them. Do not assume they need assistance, or that
you know what they require.
• If a person is Deaf or has a hearing impairment:
– make sure you face the person when you speak
– move out of areas with lots of background noise
– have a pen and paper to help you communicate,
if necessary.
• If a person has a vision impairment or is blind:
– identify yourself by name to them
– if appropriate, ask for their name so you can
address them directly and they know you are
talking to them
– if the person asks for assistance to go
somewhere, ask which side they would prefer
that you stand and offer your arm so they can
hold onto it.
• Do not pat, talk to, or otherwise distract a guide
dog or other assistance animal.
• Use appropriate language – For example use the
term ‘person with disability’ rather than ‘disabled
person’. When describing facilities for people
with disability, use the word ‘accessible’ (e.g.
‘accessible toilet’, ‘accessible parking’, ‘accessible
entry’).
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1 Australian Bureau of Statistics, Disability, Ageing and
Carers, Australia: Summary of Findings, 2012 ABS cat no
4430.0 (2013). At www.abs.gov.au/ausstats/abs@.nsf/Look
up/3A5561E876CDAC73CA257C210011AB9B?opendocu
ment (viewed 16 December 2015).
2 See Discrimination Act 1991 (ACT); Anti-Discrimination
Act 1977 (NSW); Anti-Discrimination Act 1996 (NT); AntiDiscrimination Act 1991 (Qld); Equal Opportunity Act 1984
(SA); Anti-Discrimination Act 1998 (Tas); Equal Opportunity
Act 2010 (Vic); Equal Opportunity Act 1984 (WA).
3 See the Australian Human Rights Commission’s National
Information Service at: www.humanrights.gov.au/
complaint-information
4 Disability Discrimination Act 1992 (Cth) s 24.
5 Disability Discrimination Act 1992 (Cth), s 6.
6 Disability Discrimination Act 1992 (Cth) sub-ss 5(2) and 6(2).
7 Disability Discrimination Act 1992 (Cth) ss 4 (see definition
of ‘reasonable adjustment’); 5(2), 6(2) and 11.
8 Complaints brought to the Commission are resolved
on the basis of ‘no admission of legal liability’. It should
also be noted that a respondent to a complaint may not
necessarily agree with the factual situation as set out by
the complainant, but will agree to participate in conciliation
to try to resolve the complaint.
9 Disability Services Commission Western Australia, Access
and Inclusion Resource Kit: Information Checklist (2014).
Available at www.disability.wa.gov.au/business-andgovernment1/business-and-government/disability-accessand-inclusion-plans/implementing-your-daip/access-andinclusion-resource-kit/ (viewed on 23 February 2016).
10 Disability Discrimination Act 1992 (Cth) s 23.
11 Disability Discrimination Act 1992 (Cth), s 4.
12 See Disability (Access to Premises – Buildings) Standards
2010 (Cth). The Premises Standards cover matters such
as the design and construction of ramps and stairways,
accessible toilets, and hearing augmentation systems.
The current Premises Standards are available at www.
comlaw.gov.au/Details/F2011C00214, but note that these
Standards are currently under review, so may be revised
after the date of this publication.
13 See Australian Human Rights Commission, Guideline
on the application of the Premises Standards (Version 2)
(2013). Available at www.humanrights.gov.au/guidelinesapplication-premises-standards (viewed 23 February 2016).
14 Disability Discrimination Act 1992 (Cth) s 23 (and see
definition of premises in s 4).
15 See the Disability Standards for Accessible Public
Transport 2002 (Cth). Available at www.comlaw.gov.au/
Details/F2011C00213 (viewed 23 February 2016).
16 Australian Human Rights Commission, Guideline for
promoting compliance of bus stops with the Disability
Standards for Accessible Public Transport 2002 (2010).
At www.humanrights.gov.au/australian-human-rightscommission-accessible-bus-stops-guidelines (viewed
23 February 2016).
17 Disability Discrimination Act 1992 (Cth), s 8.
18 See Australian Human Rights Commission, Assistance
Animals and the Disability Discrimination Act 1992 (Cth)
(18 January 2016) Australian Human Rights Commission.
At www.humanrights.gov.au/our-work/disability-rights/
projects/assistance-animals-and-disability-discriminationact-1992-cth (viewed 16 March 2016).
19 Disability Discrimination Act 1992 (Cth) sub‑s 54A(5) and (6).
20 Disability Discrimination Act 1992 (Cth) sub‑s 54A(2) and (3).
21 Disability Discrimination Act 1992 (Cth) sub‑s 54A(4).
22 [2015] FCAFC 130.
23 See Disability Discrimination Act 1992 (Cth), s 8.
24 Disability Discrimination Act 1992 (Cth), sub‑s 9(3).
25 Scooters are increasingly being used by people of all ages
as a mobility aid: see Australian Competition & Consumer
Commission, Mobility scooter usage and safety survey
report (2012). At www.productsafety.gov.au/content/index.
phtml/itemId/996221 (viewed 23 December 2015).
26 Australian Human Rights Commission, Advisory Note on
Mobility Scooters in Registered Clubs (2014). At www.
humanrights.gov.au/our-work/disability-rights/projects/
mobility-scooters-registered-clubs (viewed 23 February
2016).
27 Australian Bureau of Statistics, Disability, Ageing and
Carers, Australia: Summary of Findings, 2012 ABS cat no
4430.0 (2013), Table 22 Persons Aged 15 Years or Over,
Living in Households, Computer and internet access and
use, by age and disability status – 2012. At www.abs.gov.
au/AUSSTATS/abs@.nsf/DetailsPage/4430.02012?OpenDo
cument (viewed 4 January 2016).
28 In terms of what is a reasonable level of accessibility under
the DDA, see the discussion of ‘unjustifiable hardship’
in the earlier section of this resource ‘What does the
Disability Discrimination Act say?’
29 The Web Guidelines and related resources are available at
www.w3.org/WAI/intro/wcag.php (viewed 4 January 2016).
The Web Guidelines represent the most comprehensive
and authoritative international benchmark for best practice
in the design of accessible websites. The Commission
recommends that businesses aim for an ‘AA’ level of
compliance with the Web Guidelines: see ‘How to Meet
WCAG 2.0: A customizable quick reference to Web
Content Accessibility Guidelines 2.0 requirements (success
criteria) and techniques’, at www.w3.org/WAI/WCAG20/
quickref/ (viewed 27 January 2016).
30 Australian Human Rights Commission, World Wide Web
Access: Disability Discrimination Act Advisory Notes ver
4.0 (2014). At www.humanrights.gov.au/world-wide-webaccess-disability-discrimination-act-advisory-notesver-40–2010 (viewed 23 February 2016).
31 W3C, Mobile Accessibility: How WCAG 2.0 and Other
W3C/WAI Guidelines Apply to Mobile (2015). At www.
w3.org/TR/mobile-accessibility-mapping/ (viewed
23 February 2016).
32 These tips are based on the Accessible Events Guide
developed by the Meetings and Events Industry of
Australia in partnership with the Commission: see
Meetings and Events Australia, Accessible Events: A guide
for Meeting and Event Organisers (2012). At http://sydney.
edu.au/current_students/disability/documents/Accessible_
Events_Guide.pdf (viewed 16 March 2016).
33 These tips are drawn from the Accessible Events
Guide developed by the Meetings and Events Industry
of Australia in partnership with the Commission: see
Meetings and Events Australia, Accessible Events: A guide
for Meeting and Event Organisers (2012). At http://sydney.
edu.au/current_students/disability/documents/Accessible_
Events_Guide.pdf (viewed 16 March 2016).
Access for all: Improving accessibility for consumers with disability • 13
Further information
Australian Human Rights
Commission
Level 3, 175 Pitt Street
SYDNEY NSW 2000
GPO Box 5218
SYDNEY NSW 2001
Telephone: (02) 9284 9600
National Information Service: 1300 656 419
TTY: 1800 620 241
Email: infoservice@humanrights.gov.au
Website: www.humanrights.gov.au/employers
These documents provide general information only on the subject matter covered. It is not intended, nor should it be relied on,
as a substitute for legal or other professional advice. If required, it is recommended that the reader obtain independent legal
advice. The information contained in these documents may be amended from time to time.
Revised June 2016.
Good practice, good business
humanrights.gov.au/employers
Mirror Mirror on the wall, Who is the Faerest of us all? The Truth are we in the skies you see, The Balance of Fire And Water is Elektricity.
