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 undertook 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.
Based on the pilot study findings, the research team worked 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.
Pilot study (2016)
Exploring consumers’ experiences and requirements at the ‘front-end’ of consumer transactions – the initial entry point into a contract – for telecommunications, finance, utilities, and insurance services.
Better support for consumers with cognitive disabilities
Supporting consumers and assisting industry to develop practices and processes to support consumers with disabilities.
Thanks a bundle
Making telecommunications services more accessible for consumers with cognitive disabilities.
Enhancing access and support for water customers with cognitive disabilities
Developing resources for Victorian water retailers.
* 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”.