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25 October 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 Telcos for All project focused on the accessibility of plan, data usage and billing information in response to consumers with disability raising complaints. The project audited the websites of Telstra, Belong, Vodafone, Optus and Amaysim in accordance with the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA standard to identify sector-wide accessibility issues and work with the providers to address them.

The advocacy team are pleased to report that out of the individual advocacy support for one of their clients, Telstra has updated their My Telstra app to make it inclusive. A major part of this update was making the iPhone app work better with the VoiceOver screen reader. Users can now recharge any prepaid service by going onto the relevant section of the app and double tapping for the specific number. From there, users can follow the prompt to complete the recharge process. This is an example where one individual’s advocacy support request has led to an inclusive outcome for many others.

Dr Scott Hollier, CEO of CFA Australia, stated that “it’s great to see that consumer action, supported by our Telcos for All project, and Telstra’s dedication to addressing accessibility issues, has resulted in such a positive outcome for iPhone users of the My Telstra app.”

To read the news item about Telcos for All project, visit the news item page for the project.

To read the Telcos for All ACCAN report, visit the CFA web page for the report.