ACTION TIMELINE PERFORMANCE INDICATOR COMMITMENT 2 Increase the accessibility of Telstra information for customers with disability. We will do this by: Ensuring all Telstra online consumer information and 1. 30 June 2016 100% compliance interfaces meet international guidelines for accessibility (e.g. WCAG 2.0 to AA level). Ensuring all Telstra online consumer platforms are free of 2. 30 Sept. 2014 100% compliance CAPTCHA-based customer verification requirements. Increasing the availability of consumer information in Australian Sign Language (Auslan) for the Deaf community. 3. 31 Dec. 2014 Review undertaken to measure the availability of Ensuring printed communication we send to Telstra consumer consumer information on customers is available in accessible formats upon request. telstra.com in Auslan 4. 30 June 2014 Conducting research to further understand the communication 100% compliance preferences of key disability groups. Research undertaken, Informing customers with disability trial the accessible ways reviewed and actioned, 5. 30 Sept. 2014 they can get in touch with Telstra – and information available e.g. 24/7 Chat. as required 6. 30 Dec. 2014 Targeted information campaigns delivered COMMITMENT 3 Increase the accessibility of Telstra’s stores for customers with disability. We will do this by: Reviewing and updating the accessibility guidelines for Telstra 30 June 2014 Completed review and stores and Telstra licensed stores. update of Telstra Accessibility Guidelines Assessing all stores against the updated guidelines. 30 June 2015 Accessibility review of all Ensuring that all new and total refresh store construction 30 June 2016 stores undertaken projects comply with the updated guidelines. 100% compliance of new Continuing to rectify significant store accessibility concerns and refresh store and issues raised with Telstra. Ongoing construction projects with revised guidelines All significant store accessibility concerns and issues raised with Telstra rectified
ACTION TIMELINE PERFORMANCE INDICATOR COMMITMENT 2 1. 30 June 2016 2. 30 Sept. 2014 3. 31 Dec. 2014 4. 30 June 2014 5. 30 Sept. 2014 6. 30 Dec. 2014 100% compliance 100% compliance Review undertaken to measure the availability of consumer information on telstra.com in Auslan 100% compliance Research undertaken, reviewed and actioned, and information available as required Targeted information campaigns delivered Increase the accessibility of Telstra information for customers with disability. We will do this by: Ensuring all Telstra online consumer information and interfaces meet international guidelines for accessibility (e.g. WCAG 2.0 to AA level). Ensuring all Telstra online consumer platforms are free of CAPTCHA-based customer verification requirements. Increasing the availability of consumer information in Australian Sign Language (Auslan) for the Deaf community. Ensuring printed communication we send to Telstra consumer customers is available in accessible formats upon request. Conducting research to further understand the communication preferences of key disability groups. Informing customers with disability the accessible ways they can get in touch with Telstra – e.g. 24/7 Chat. COMMITMENT 3 30 June 2014 30 June 2015 30 June 2016 Ongoing Completed review and update of Telstra Accessibility Guidelines Accessibility review of all stores undertaken 100% compliance of new and refresh store construction projects with revised guidelines All significant store accessibility concerns and issues raised with Telstra rectified Increase the accessibility of Telstra’s stores for customers with disability. We will do this by: Reviewing and updating the accessibility guidelines for Telstra stores and Telstra licensed stores. Assessing all stores against the updated guidelines. Ensuring that all new and total refresh store construction projects comply with the updated guidelines. Continuing to rectify significant store accessibility concerns and issues raised with Telstra. trial
telstra-sixth-disability-action-plan-2013-2016.docx