Working with consumers and industry to develop practices and processes to improve access for consumers with disabilities.
People with cognitive disabilities who may experience decision-making impairment have a right to be recognised as legal actors and, where necessary, supported to contract for goods and services. An interdisciplinary team of researchers led by Melbourne Social Equity Institute Foundation Director Professor Bernadette McSherry is undertaking a program of research to build expertise and tools for supporting people with intellectual or mental impairments* to engage as economic actors on an equal basis with others.
A 2016 pilot study looked at the ‘front-end’ of consumer transactions for essential services – the initial entry point into a contract. It entailed interviews with people with intellectual or mental impairments, as well as consumer advocates and lawyers, and industry representatives. The study focused on four industry sectors of interest – telecommunications, finance, utilities, and insurance. The study indicated that consumers’ participation in transactions is limited by a lack of accessible pre-sale information, products, and easy-to-read contracts, as well as limited support for engaging with providers. Study participants agreed that improved support for decision-making could improve processes and outcomes for consumers and business.
Based on the pilot study findings, the research team has been working with stakeholders on several projects to develop processes and guidance for telecommunications, finance, utilities, and insurance retailers to improve access and support for this consumer group.
- Better support for consumers with cognitive disabilities
The research team worked with members of the Thriving Communities Partnership to develop processes for utilities and telecommunications retailers to improve support for transactions for consumers with cognitive disabilities.
The processes were developed and tested through focus groups with consumers and consultation with regulators and other stakeholders.
- Thanks a bundle: Making telecommunications services more accessible for people with cognitive disabilities
This study aimed to improve the ability of all Australian telecommunications providers to engage with consumers with cognitive disabilities.
In consultation and collaboration with leading representative organisations of people with disabilities and mental health consumers, the research team developed a toolkit for telecommunications providers to ensure that their information and sales materials comply with consumer protection laws and disability rights requirements.
* The research team acknowledges that language in this field is important and contested. When referring to impairment and disability, the authors use the meaning established in Art 1 of the Convention on the Rights of Persons with Disabilities (see n 3). It states that “[p]ersons with disabilities include those who have long-term physical, mental, intellectual or sensory impairments which in interaction with various barriers may hinder their full and effective participation in society on an equal basis with others”.