Appendix E – Commonwealth Disability Strategy

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:

• accessible electronic formats
• accessible formats other than electronic.

Average time taken to provide accessible material in:

• electronic format
• formats other than electronic.

• All client-related information is available in hard copy and on the Customs Internet site. Documents in html format or pdf files produced in Adobe version 5 or later are readable by JAWS software for the visually impaired.
• The Customs Information and Support Centre provided printed information (posted within one day of request) and verbal telephone advice (given immediately).

• Written information is presented in inclusive and positive language and plain English is always used.

• Electronic information is available 24 hours a day 7 days a week via the Customs Internet site.

• Internationally accepted directional signs are used at airports.

• TTY facilities are available as 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 information is fully understood.

• As part of the training of all new entry-level Customs staff, training is provided in assisting people with disabilities. Training focuses on understanding impairments, disabilities, language choices, stereotyping and interview processes.

Publicly available regulatory compliance reporting is available in accessibleformats for people with disabilities.

As above.

Annual Reports are available in hardcopy and on the Customs Internet site.

Providers have established mechanisms for quality improvement and assurance.

Evidence of quality improvement and assurance systems in place.

• Customs container examination facilities in Melbourne, Sydney, Brisbane and Fremantle have all received and maintained accreditation to the ISO9001:2000 standard. A recently opened facility in Adelaide is working towards accreditation late in 2005.
• The Customs Business Planning and Performance Framework requires all work areas to ensure staff comply with the Customs Workplace Diversity Policy and APS Values and Code of Conduct.

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 aiming to make information services and documentation accessible for all clients regardless of disability, language or cultural difference.
• 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.

• A general complaints and compliments system is available to all members of the public. Members of the public can also contact the Customs Information and Support Centre on 1300 363 263 during business hours. TTY facilities are available for this service.
• An analysis of complaints received during 2004–05 indicates that there were no disability-related complaints.

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.
• Customs maintains an IT policy for people with disabilities.

Recruitment information for potential job applicants is available in accessible formats on request.

Percentage of recruitment information requested and provided in:

• accessible electronic formats
• accessible formats other than electronic.

Average time taken to provide accessible material in:

• electronic format
• formats other than electronic.

• All recruitment information is available in hardcopy and electronically on the Customs Internet site. Hard copy application packs are dispatched by standard post within one day of receipt of the request.
• A phone number is provided for above base recruitment inquiries and selection documentation and a 1300 number is available for base level recruitment. Additionally, a Customs contact officer assists with job-specific queries. TTY facilities are also available.

• Customs application forms provide for applicants to indicate if they have a disability and require any special assistance to attend selection activities. Provision is made for these special needs where requested.

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.

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 exist to cater for staff with disabilities.

• A variety of training formats are provided with examinations flexibly tailored to meet participant requirements.

• Assessment processes take account of specific needs.

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 relevant training programs include material relating to people with disabilities.
• The Customs Development Program provides a number of competency standards dealing with diversity, some of which focus explicitly on disability issues.

• Customs is currently trialling a number of online training programs, several of which contain sections dealing with 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 may access internal dispute resolution/review processes. Staff involved in these processes have access to assistance and information that considers disability issues.
• Staff may 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 biannual staff surveys. The performance assessment and feedback system is mandatory for all staff and encourages feedback on performance and development issues.