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20 May 2021

In 2021, the Centre For Accessibility (CFA) Australia undertook research to improve the accessibility of websites and apps provided by the telecommunications sector. The outcome in report form is the sum of Telstra, Optus, Belong, Amaysim and Vodafone individual audits and considers the digital accessibility of their consumer-based website and app content.

Led by CEO and researcher Dr Scott Hollier, the CFA partnered with the telco’s to improve their service, recognising that accessibility is a journey not a destination and that pathways to accessibility require ongoing support to identify and shift problems. Whilst there was room for improvement with all the telcos there was also a widespread recognition that all stakeholders were engaged in transforming the way their services are offered.  The good news story is that there is plenty of good work to highlight alongside the telco’s commitment towards improving  digital accessibility.

“Around 20% of Australians have a disability so it is in the telco’s best interests to meet consumer needs in a tight market”.

This project was developed in response to consumers with disability contacting the Centre for Accessibility to say they found it hard to access some information about things like data usage, plan options and billing information.  Through the grant from ACCAN it is exciting to see improvements already in the sector. The enthusiasm from all telco’s works together to make real differences for people with disabilities, in turn improving the overall service provision for all Australians.

The report was released on Global Accessibility Awareness Day via the Centre for Accessiblity website.