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Appendix E – Commonwealth Disability Strategy performance indicators and measures

Figure 45: Commonwealth Disability Strategy – Regulator role

Indicator	Measure		Performance
Publicly available information on regulations and quasi-regulations is available in accessible formats for people with disabilities.	Percentage of publicly available information on regulations and quasi-regulations requested and provided in:			All client-related information is available in hard copy and on the Customs Internet site. The Internet site includes several forms in portable documents format (PDF) that are intended to be printed as they cannot be submitted online.
		accessible electronic formats		The needs of people with disabilities are taken into account in systems development. For instance, a new Internet site is being developed that complies with the standards for Government online services.
		accessible formats other than electronic.
	Average time taken to provide accessible material in:			Customs Information Centres provide printed information (posted within one day of request) and verbal telephone advice (given immediately). Electronic information is always available on the Customs Internet site.
		electronic format
		formats other than electronic.		Written information is presented in inclusive and positive language and plain English is always used.
				Internationally accepted directional signs are used at airports.
				Alternative formats such as braille or large print can be supplied if needed, but are not produced as standard practice. TTY facilities are also available when required.
				Assistance is available for people with disabilities who have difficulty completing forms.
				Investigating officers dealing with people with disabilities use alternative methods of communication to ensure that information is fully understood.
				Before the 2000 Paralympic Games, Customs staff at airports were trained in assisting people with disabilities. This is now part of the training for all new entry-level staff and focuses on understanding impairments, disability, language choices, stereotyping and interview processes.
				Customs is a member of the National Facilitation Committee and is involved in discussions on access to air transport for people with disabilities. This is primarily a Department of Transport and Regional Services responsibility, as it involves airport infrastructure issues such as aerobridge grades, walkway lighting and providing handrails.
Publicly available regulatory compliance reporting is available in accessible formats for people with disabilities.	As above.			Annual reports are available in hardcopy and on the Customs Internet site. They can also be provided in other formats such as braille or large print if required.

Figure 46: Commonwealth Disability Strategy – Provider role

Indicator	Measure	Performance
Providers have established mechanisms for quality improvement and assurance.	Evidence of quality improvement and assurance systems in place.		Customs is accredited by the Australian Quality Council.
			The Customs Quality Management Program includes corporate planning, a complaints and compliments handling system, a client service charter, a quality newsletter and results of surveys and external assessments.
			Quality improvement teams are used to investigate possible improvements in processes.
Providers have an established service charter that specifies the roles of the provider and consumer and service standards that address accessibility for people with disabilities.	Established service charter that adequately reflects the needs of people with disabilities in operation.		The client service charter commits Customs to giving priority to people with specific needs, such as the elderly, infirm or people with disabilities.
			Customs facilitates the movement of people with mobility limitations by allowing them to use ‘crew’ processing lanes and providing ‘head of queue’ status.
Complaints/grievance mechanisms, including access to external mechanisms, in place to address issues and concerns about performance.	Established complaints/grievance, including access to external mechanisms in operation.		There is no specific complaints mechanism for people with disabilities. However, a general complaints and compliments system is established and available to all clients.
			People can contact a Customs Information Centre 24 hours a day, using a 1300 phone number. TTY facilities are available for this service.

Figure 47: Commonwealth Disability Strategy – Employer role

Indicator	Measure		Performance
Employment policies, procedures and practices comply with the Disability Discrimination Act 1992.	Number of employment policies, procedures and practices that meet the requirements of the Disability Discrimination Act 1992.			All employment policies and procedures meet the requirements of the Disability Discrimination Act 1992.
				Numerous employment human resource management policies and guides, supporting the merit principle and principles of reasonable adjustment in employment opportunities, were introduced during 2000.
Recruitment information for potential job applicants is available in accessible formats on request.	Percentage of recruitment information requested and provided in:			All recruitment information is available in hardcopy and electronically on the Customs Internet site.
		accessible electronic formats		All advertised positions are allocated a contact officer who can assist with oral enquiries. TTY facilities are also available.
		accessible formats other than electronic.		Where required, provisions are made during selection exercises to assist people with special needs.
	Average time taken to provide accessible material in:
		electronic format
		formats other than electronic.
Agency recruiters and managers apply the principle of ‘reasonable adjustment’.	Percentage of recruiters and managers provided with information on ‘reasonable adjustment’.			Information on reasonable adjustment is available for managers and other staff on the Customs Intranet.
				Information will be included in packages distributed by the recruitment services provider.
Training and development programs consider the needs of staff with disabilities.	Percentage of training and development programs that consider the needs of staff.			All training and development programs consider the needs of staff with disabilities.
				Training facilities are accessible to staff with disabilities.
				A variety of training formats are provided and examinations can be completed orally or in writing.
Training and development programs include information on disability issues as they relate to the content of the program.	Percentage of training and development programs that include information on disability issues as they relate to the program.			All training programs include material relating to people with disabilities.
				The Customs Development Program provides general diversity training, as well as specific training on disability issues.
				In 2000 additional training was provided to airport-based staff. These sessions highlighted practical and appropriate ways to provide assistance to people with disabilities.
				A comprehensive set of materials was prepared and distributed to airport-based staff to assist in their understanding of disability issues.
Complaints/grievance, mechanisms, including access to external mechanisms, in place to address issues and concerns raised by staff.	Established complaints/grievance mechanisms, including access to external mechanisms in operation.			All staff can access internal dispute resolution/review processes.
				Staff involved in these processes have access to assistance and information that considers disability issues.
				Staff can also access external mechanisms including review by the Merit Protection Commissioner and lodging claims under anti-discrimination legislation to the Human Rights and Equal Opportunity Commissioner.
				General information on workplace issues for people with disabilities is collected through biennial staff surveys. The performance assessment and feedback system is mandatory for all staff and encourages feedback on performance and development issues.