Telstra’s Third

Disability Action Plan

2002 - 2004

TABLE OF CONTENTS

Section 1 - TELSTRA’S THIRD DISABILITY ACTION PLAN 2002-2004......

INTRODUCTION......

OVERVIEW......

About Telstra's Disability Services Unit......

CUSTOMER PROFILE......

PURPOSE......

SCOPE......

CONSULTATION......

DISABILITY MISSION STATEMENT......

AIMS OF THE PLAN......

STRATEGIES AND ACTIONS 2002-2004......

Building on past achievements......

First Disability Action Plan 1996-1998 Strategies......

Second Disability Action Plan 1999-2001 Strategies......

Strategy 1 Enhance disability awareness amongst Telstra management and staff......

Strategy 2 Ensure ongoing community consultation......

Strategy 3 Improve access to information for people with a disability......

Strategy 4 Improve access to Telstra’s products and services......

Strategy 4.1 Improve access to Telstra’s products and services: Payphones......

Strategy 4.2 Improve access to Telstra’s products and services: Directory Assistance......

Strategy 4.3 Improve access to Telstra’s products and services: Mobile Services......

Strategy 4.4 Improve access to Telstra’s products and services: Mobile Services – Telstra Shops

Strategy 4.5 Improve access to Telstra’s products and services: Billing......

Strategy 4.6 Improve access to Telstra’s products and services: Other......

Strategy 5 Improve access to Telstra’s complaint management process for customers with

a disability......

Strategy 6 Improve access for the 'online' consumer with a disability......

Strategy 7 Improve access to Telstra’s facilities......

Strategy 8 Maintain Telstra’s commitment to the elimination of discrimination in the

workplace in accordance with its Equal Employment Opportunity (EEO) policy...

Section 2 – IMPLEMENTATION AND GOVERNANCE......

RESPONSIBILITIES AND RESOURCES......

Corporate Responsibility......

Line of Business Responsibility......

Day to Day Responsibility......

KEY PERFORMANCE INDICATORS......

FUTURE DIRECTIONS......

FEEDBACK AND CONTACTS......

General inquiries......

Section 1 - TELSTRA’S THIRD DISABILITY ACTION PLAN 2002-2004

INTRODUCTION

Telstra is pleased to present its third Disability Action Plan (2002-2004). This Plan was developed following consultation with representatives from national, state and territory-based consumer and disability organisations, as well as focus groups and in-depth interviews conducted with consumers. Members of Telstra's Disability Forum also made comments and suggestions. Telstra thanks all those involved in the development of this Plan.

Telstra has been actively developing and promoting products and services for people with a disability for more than 20 years. It recognises that ensuring all its customers have access to modern telecommunications is a key objective and an ongoing challenge. Telstra remains committed to the basic principle underlying the Disability Discrimination Act 1992, that people with a disability have the same fundamental rights as the rest of the community.

Telstra launched its first Disability Action Plan in 1996. This Plan, covering the years 1996-1998, was a first for the telecommunications industry in Australia. It was lodged with the Human Rights and Equal Opportunity Commission (HREOC).

In 1999, Telstra commissioned PricewaterhouseCoopers (PwC) to carry out an independent audit of its performance against the first Plan. Telstra also sought feedback from consumer representatives and peak bodies representing people with a disability. The results of the PwC audit were encouraging, with 91 percent of actions evaluated as being complete or in progress. Consumer feedback was also encouraging, and indicated that peak consumer groups were satisfied with Telstra's consultation and research activities.

Telstra subsequently launched its second Plan, 1999-2001, which included three Key Performance Indicators (KPIs):

  • Improved customer satisfaction;
  • Improved customer awareness of Telstra’s services for customers with a disability; and
  • Improved feedback from disability stakeholders on Telstra’s services for people with a disability.

At the completion of its second Plan, Telstra commissioned Halliday’s Business Insights to review its progress against the plan. The review of the second Plan found that 100 percent of actions were measured as being either complete or in progress, an improvement on the results of the first Plan.

This performance measure was further endorsed by positive market research received from users of Telstra’s Disability Enquiry Hotline and Directory Assistance Helpline.

This third Plan builds on our past achievements and continues to focus on the key strategies identified in the second Plan. The third Plan demonstrates Telstra’s ongoing commitment to people with a disability, in terms of internal policies and processes, and external product and service development. It also recognises the significantly increased ownership of mobile phones and usage of online services. For the first time, it makes a range of new commitments in relation to customers with intellectual disability.

OVERVIEW

Over recent years, the telecommunications industry has experienced extensive and rapid growth. Telstra is now part of a huge global telecommunications industry.

Telstra’s Customer Service Charter demonstrates how Telstra is committed to providing the highest levels of service to all customers. This commitment and the Telstra values of Service, Respect for the individual, Integrity, Commitment and Accountability, Trust and Leadership and Teamwork are consistent with ensuring the needs of all customers, including those with a disability are met.

The way we do business and conduct our daily lives has changed with the increased use and availability of the internet, e-mail and other data services, and the increased mobility afforded by data and voice calls over mobile telephone networks.

It is widely recognised that these new telecommunications products and services have the potential to improve living standards for people with a disability.

The benefits of readily accessible telecommunications products include access to employment, opportunities to maintain and create social links, increased independence and a general increased ability to participate in the broader community.

The disability community represents around 19 percent of the Australian population and is an important customer segment to Telstra as the major supplier of telecommunications services to Australians.

Telstra understands the important role it plays in assisting people with a disability to fully participate in the opportunities available to them.

Telstra also recognises the need to provide adaptable, flexible and accessible telecommunications products, services and information to people with a disability.

While Telstra acknowledges its obligation to comply with the Disability Discrimination Act (DDA), the preparation of the Disability Action Plan is more than just a response to this obligation. There is a strong business imperative supporting the need for the Action Plan, the aim of which is to ensure that people with a disability can use the expanding range of Telstra products and services.

About Telstra's Disability Services Unit

Telstra is the only Australian telecommunications carrier to have a specialist Disability Services Unit. The Unit exists to identify and integrate issues relevant to people with a disability into the broader Telstra Business Planning Process.

The Unit promotes the elimination of any potential discriminatory practices within Telstra, promotes and advises on disability strategies and the satisfactory resolution of disability-related issues.

The Unit maintains specialist knowledge of disability-related issues through facilitating and actively participating in consumer and representative forums. This approach enables the unit to provide expert advice to Telstra managers and staff, and ensure that Telstra's corporate disability policy remains relevant to the needs of people with a disability.

CUSTOMER PROFILE

In 1998 the Australian Bureau of Statistics (ABS) estimated that around 3.6 million Australians, or nearly 19 percent of the population, had some kind of disability[1]. Around 3.2 million of these people with a disability experienced some specific restriction in their core activities, including access to schooling or employment. A further 3.1 million people have an impairment or long term condition that may, at times, restrict their everyday activities.

Communication is identified in the ABS study as one of the fundamental activities of everyday life. Sixteen percent of the Australian population experiences profound to mild restrictions in a core activity. The ABS study identifies self-care and mobility as well as communication as core activities.

The largest segment of people with a disability [who experience difficulties with communications] continues to be people with a hearing impairment, and people who are severely/profoundly deaf.

Other relevant, though smaller segments include:

  • People with a mobility impairment
  • People with a dexterity impairment
  • People who are blind or have a vision impairment
  • People with a speech impairment and communications disability
  • People with intellectual disability.

Telstra's Disability Action Plan initiatives recognise the needs of these groups. The ABS survey notes the increasing rate of disability with age. Approximately 84 percent of the population aged 85 years or older experience a disability. This Plan aims to ensure effective communication solutions are available to older Australians.

The information above indicates the extent of disability within the community and highlights the need for telecommunications service providers to effectively cater for this growing segment of the population.

To meet its Universal Service Obligation in the Telecommunications (Consumer Protection and Service Standards) Act 1999 and its obligations under the Disability Discrimination Act 1992, Telstra established the Disability Equipment Program, which provides a range of rental equipment to enable people with a disability to access the standard telephone service. The program is administered through the Disability Enquiry Hotline, a dedicated customer service centre for telephone, teletypewriter (TTY) and e-mail enquiries, and six Aged and Disability Centres that provide face-to-face service. Telstra has provided specialised equipment to people with a disability since 1981.

As telecommunications continues to evolve, rapidly creating a great diversity of solutions, Telstra will continue to consult with representatives of people with a disability to ensure that it not only understands, but continues to develop and offer better tailored solutions to meet their diverse telecommunication needs.

PURPOSE

The Disability Discrimination Act 1992 (DDA) makes it unlawful to discriminate against people on the basis that they have, or may have, a disability. Under Part 3 of the DDA, a service provider, such as Telstra, may prepare and implement an Action Plan, which may also be lodged with the Human Rights and Equal Opportunity Commission. The Action Plan is intended to assist in achieving the principle underlying the DDA that people with a disability have the same fundamental rights as the rest of the community. The Action Plan is a means for identifying areas of potential discrimination in the delivery of products, services and facilities and for developing an implementation plan to address issues raised.

SCOPE

In accordance with section 61 of the DDA, an Action Plan must include provisions relating to:

(a)The devising of policies and programs to achieve the objects of this Act;

(b)The communication of these policies and programs to persons within the service provider;

(c)The review of practices within the service provider with a view to the identification of any discriminatory practices;

(d)The setting of goals and targets, where these may reasonably be determined against which the success of the Plan in achieving the objects of the Act may be assessed;

(e)The means, other than those referred to in paragraph (d), of evaluating the policies and programs referred to in paragraph (a); and

(f)The appointment of persons within the service provider to implement the provisions referred to in paragraphs (a) to (e) (inclusive).

Telstra’s third Plan has been drafted with reference to these provisions. The third Plan adopts the broad definition of disability used in the DDA, which includes physical, intellectual, psychiatric, sensory and neurological disability. The definition also covers physical disfigurement and the presence in the body of an organism capable of causing disease, such as HIV.

The third Plan aims to address current and planned products and services, policies and facilities. It addresses Telstra’s role as a provider of goods and services and as an employer and recommends strategies that:

  • recognise the provisions of the DDA;
  • build on existing Telstra programs and services for people with a disability;
  • can be implemented in the timeframe allocated;
  • are considered to be realistic and achievable goals;
  • are technically feasible in the current environment;
  • are financially responsible;
  • are consistent with Telstra’s existing corporate policies, values and objectives; and
  • are consistent with improved customer service for all Australians.

CONSULTATION

Telstra recognises the benefits of consulting with key stakeholders on both broad disability policy and in product and service development. Regular contact is maintained between Telstra’s business units and consumer and industry groups. Telstra regularly seeks the advice of service and health professionals. Telstra also relies on research, consumer consultation, and advice provided by the Disability Services Unit to ensure that the Plan initiatives are relevant and achievable.

Telstra's commitment to consultation with consumer groups is well documented. In 1989 Telstra established the Telstra Consumer Consultative Council which has operated since that time. The Telstra Disability Forum was established in March 1999, replacing an earlier Disability Services Consultative Committee. The Disability Forum meets twice yearly and is now supported by a Consumer Advisory Group that also meets twice yearly and assists Telstra to evaluate the adequacy of the existing range of products provided through Telstra’s Disability Equipment Program.

The Telstra Disability Forum draws together representatives from a wide range of peak disability groups. When established in 1999, nine organisations were represented. Participants now represent 12 organisations, including the Australian Association of the Deaf, Blind Citizens Australia, Communication Aid User Society, Australian Federation of Disability Organisations, Physical Disability Council of Australia, Telecommunications Disability Project (TEDICORE), Women with Disabilities (Aust.), National Ethnic Disability Network, Deafness Forum, National Indigenous Disability Network, Better Hearing Australia and the National Council on Intellectual Disability.

Telstra regularly commissions research on the telecommunications needs of people with a disability. These reports, and Telstra's customer research, which includes disability related complaints analysis, make it clear that customer service for people with a disability is improved when customers are able to deal with service staff who are aware of and sensitive to their needs. This information also allows Telstra to build a strong base for understanding the needs of customers with a disability. Recent research projects include the evaluation of new technology including Interactive Voice Response (IVR) Voice Portal for people with speech, hearing, cognitive and intellectual disability and a comprehensive study of external stakeholders that sought feedback on Telstra’s services for people with a disability.

Telstra will continue to promote its Disability Awareness Program to staff and managers and deliver tailored information that promotes a better understanding of disability issues and appropriate and effective interaction with customers with a disability.

DISABILITY MISSION STATEMENT

Telstra's primary disability strategy is to make its telecommunications products and services more accessible to people with a disability and to ensure that as products and services are developed or changed, the needs of people with a disability are addressed.

Telstra is committed to identifying areas of potential discrimination in the provision of goods, services and facilities through the review of existing practices and the implementation of review programs.

AIMS OF THE PLAN

Through its Action Plan, Telstra aims to:

  • develop policies and procedures to incorporate compliance with the DDA into Business Unit planning processes;
  • identify and where possible eliminate, in an appropriate and reasonable timeframe, any discriminatory practices;
  • ensure all Telstra managers and staff understand the principles of DDA compliance;
  • encourage compliance with DDA principles so that services are made accessible for the greatest possible number of people in a practical and cost-effective manner;
  • ensure Telstra provides its customers with a disability with the same high level of service as other customers; and
  • ensure ongoing consultation with representatives of the disability community on issues of concern to people with a disability.

STRATEGIES AND ACTIONS 2002-2004

Building on past achievements

Telstra’s third Disability Action Plan 2002-04 builds on the achievements of the first and second Plans, 1996-1998 and 1999-2001. The first Plan contained nine strategies and the second Plan eight:

First Disability Action Plan 1996-1998 Strategies

  1. Develop a Telstra Corporate Disability Policy and DDA Compliance Program
  2. Develop a Disability Awareness Program for all staff
  3. Ensure ongoing consultation and consideration of developments external to Telstra
  4. Improve accessibility to Telstra’s buildings and facilities
  5. Improve accessibility to information for people with a disability
  6. Improve accessibility to Telstra’s new products and services
  7. Improve access to Telstra’s existing products and services
  8. Maintain Telstra’s commitment to elimination of discrimination in the workplace in accordance with EEO policy
  9. Incorporate DDA requirements into existing Telstra policies and programs.

The first Plan contained 76 action points, 69 (91%) of which were completed or in progress at the end of the first Plan.

Second Disability Action Plan 1999-2001 Strategies

  1. Enhance disability awareness amongst Telstra management and staff
  2. Ensure ongoing community consultation
  3. Improve accessibility to information for people with a disability
  4. Improve accessibility to Telstra’s products and services:
  • Payphones
  • Directory Assistance
  • Mobile Communication Services including actions addressing:
  • Issues relating to hearing-impaired consumers
  • Issues relating to Deaf and speech-impaired consumers
  • Billing
  1. Improve accessibility to Telstra’s complaint management process for customers with a disability
  2. Improve accessibility for the ‘online’ consumer with a disability
  3. Improve accessibility of Telstra’s facilities
  4. Maintain Telstra’s commitment to the elimination of discrimination in the workplace in accordance with EEO policy.

The second Plan contained 57 action points, all of which were completed or in progress at the end of the second Plan.