Support for Consumers with Cognitive Disabilities: New Report Launched
University of Melbourne researchers, supported by the Melbourne Social Equity Institute, have developed guidance for retailers to improve their approach and make their processes and communications more helpful and accessible to consumers with cognitive disabilities who may have difficulties with learning, concentrating on, processing, remembering, or communicating information, and/or with decision-making.
Tuesday 9 April 2019
People with cognitive disabilities are a large and growing group of consumers. Unfortunately, as recent media reports attest, service providers’ current practices and processes are not designed to be accessible and useful for them. This can cause frustration, stress and financial hardship for consumers, and loss of customers and profits for retailers.
University of Melbourne researchers, supported by the Melbourne Social Equity Institute, have developed guidance for retailers to improve their approach and make their processes and communications more helpful and accessible to consumers with cognitive disabilities who may have difficulties with learning, concentrating on, processing, remembering, or communicating information, and/or with decision-making.
The resulting report and ‘top five tips’ sheet present detailed, practical guidance for organisations, hardship/vulnerability teams and frontline staff to alter their pre-contractual and problem-solving processes to improve access to services and assistance for consumers with cognitive disabilities.
Funding for the project was provided by seven members of the Thriving Communities Partnership (Telstra, Yarra Valley Water, City West Water, South East Water, EnergyAustralia, Origin and AGL). The Thriving Communities Partnership is a cross-sector collaboration with a goal of increasing access to modern essential services, including utilities, financial services, telecommunications and transport.
The guidance materials are based on existing research, detailed legal analysis, and the findings from focus groups with people with cognitive disabilities. Expert advice was also supplied by a project advisory board, comprising representatives from the seven partner organisations, the Consumer Action Law Centre, the Energy and Water Ombudsman Victoria, Voice at the Table and the University of Melbourne.
Copies of the guidance to retailers, Easy English summary and Top Five Tips are available below.
For more information about the project contact social-equity@unimelb.edu.au.
Improving Access and Support Research Report
The 48-page report produced by University of Melbourne researchers, including legal analysis, guidelines for improving access and support, and links to further information.
Improving Access and Support – Top Five Tips for Retailers
A short information booklet to support retailers and their staff to make their practices and processes more accessible for consumers with cognitive disabilities.
Improving Access and Support – Easy English Summary
An easy-to-read summary of the project.
Members of the University of Melbourne research team at the research into practice workshop and report launch on Tuesday 9 April 2019.