Disability Access and Inclusion Plan

Disability Access and Inclusion Plan
2014-2018
Acknowledgements
Horizon Power acknowledges the valuable contribution from the various
community groups and individuals during the development of the
Disability Access and Inclusion Plan (DAIP).
Special thanks to Susan Henson from the Disability Services Commission,
Horizon Power’s employees and members of the Western Australian community.
Contents
1. Background.......................................................................................................................................................................... 2
1.1 Horizon Power........................................................................................................................................................................2
1.2 Planning for better access..............................................................................................................................................2
1.3 Review of progress............................................................................................................................................................... 3
2. Access and inclusion policy statement..................................................................................................................4
3.
Development of the DAIP.............................................................................................................................................4
4. 3.1 Responsibility for the planning process.................................................................................................................4
3.2 Consultation process..........................................................................................................................................................4
3.3 Responsibility for implementing the DAIP...........................................................................................................5
3.4 Communicating the plan................................................................................................................................................5
3.5 Review and monitoring ................................................................................................................................................... 5
Reporting the DAIP..........................................................................................................................................................6
4.1 5. Strategies to improve access and inclusion........................................................................................................6
Contact ..................................................................................................................................................................................9
Horizon Power Disability Access and Inclusion Plan 1 1. Background
1.1 Horizon Power
Horizon power is a State Government-owned, commercially-focused Corporation that
provides high quality, safe and reliable power to approximately 100,000 residents and
10,000 businesses, including major industry, across regional and remote Western Australia.
Horizon Power is responsible for generating, procuring, distributing and retailing electricity
supplies. As at 30 June 2013, Horizon Power services 45,164 customer connections in the
Pilbara, Kimberley, Gascoyne, Mid West and southern Goldfields (Esperance) regions,
dispersed across an area of approximately 2.3 million square kilometres – about 10 times
the size of the state of Victoria.
Horizon Power manages 38 systems: the North West Interconnected System (NWIS) in the
Pilbara and the connected network between Kununurra, Wyndham and Lake Argyle, and
34 stand-alone systems in regional towns and remote communities.
Horizon Power’s value proposition is unique among organisations delivering regional
services in that it is led from the regions. Horizon Power has a decentralised management
structure with senior decision-making staff located in six regional centres: Karratha (Head
Office), Port Hedland, Broome, Kununurra, Carnarvon and Esperance. An administration
centre in Bentley provides support to the regional offices.
Horizon Power’s strategy has regional communities and enterprises at its centre. The
organisation is differentiated by the fact its offices and staff are located in the regional
communities it serves. This offers real benefits to communities through on-the-ground
response to cyclones, storms and other natural disasters; an ability to manage services
at a local level in growing regional communities; and a coordinated approach to regional
development.
Horizon Power operates under the Electricity Corporations Act 2005 and is led by a Board
of Directors accountable to the Minister for Energy, representing all Western Australians.
1.2 Planning for better access
The number of Western Australians with disability is increasing. According to the
Australian Bureau of Statistics (ABS) Survey of Disability, Ageing and Carers (2003),
20.6 per cent of Australians or more than one in five people, identify themselves as having
some form of disability. The number of West Australians affected by disability is forecast
to increase substantially as the ‘baby boomers’ move into age groups in which disability is
more prevalent. In fact, there is us expected to be an overall increase of 115.7 per cent over
20 years.
It is a requirement of the Disability Services Act 1993 that all public authorities develop and
implement a Disability Access and Inclusion Plan (DAIP) outlining how the organisation
ensures equal access to its facilities and services for people with disability.
2 Horizon Power Disability Access and Inclusion Plan
Other legislation underpinning access and inclusion includes the WA Equal Opportunity Act
1984 and the Commonwealth Disability Discrimination Act 1992 (DDA).
1.3 Review of Progress
Horizon Power is committed to develop an accessible and inclusive community by
providing information, services and public facilities that are easy for all community
members to access. This commitment was formalised in our inaugural Disability Access
and Inclusion Plan, developed and registered with the Disability Services Commission
in 2008.
Since then, we have implemented a number of initiatives to facilitate access and inclusion
for people with a disability. These include:
•
A TTY number is provided for hearing or speech impaired callers who use telephone
typewriter (TTY).
•
Our Customer Call Centre provides customers with interpreters and translators
services.
•
Horizon Power’s Equal Employment Opportunity Plan addresses potential barriers for
people with disability to employment with Horizon Power.
•
A register of people on life support is maintained to facilitate appropriate service and
restrict disconnection.
•
Providing customers with the option to receive their bills in large print and alternate
formats.
•
Information available in a variety of formats, including electronic, fax or hard copy,
that can be provided in other languages or large print.
•
Website that meets the W3C web accessibility guidelines for level one and two.
•
Scheduling of the refurbishment of newer facilities under the guidance of an Access
Consultant to ensure they will meet current building access obligations.
Horizon Power Disability Access and Inclusion Plan 3 2. Access and Inclusion Policy Statement
Horizon Power is committed to :
•
Ensuring that people with disability, their families and carers are able to fully access the range of
Horizon Power services and facilities.
•
Ensuring that people with disability are given the opportunity to participate in shaping the
development of their community through consultative processes with local communities.
•
Consulting with people with disability, their families and carers and where required, disability
organisations to ensure that barriers to access and inclusion are addressed appropriately;
•
Ensuing that its agents and contractors work towards the desired access and inclusion
outcomes in the DAIP.
•
Achieving the seven desired outcomes of its DAIP.
•
Providing access for staff with a disability is reflected in its diversity and Equal Employment
Opportunity Plan 2013-2015.
3. Development of the DAIP
3.1 Responsibility for the planning process
Horizon Power’s DAIP 2014 – 2018 was developed with the assistance from a
cross-divisional working group established to provide input to the new DAIP.
3.2 Consultation process
Following consultation with selected staff to inform the development of the new DAIP,
Horizon Power undertook a community consultation process to identify strategies for
incorporation into the Plan. A total of two community members contributed feedback
through telephone interviews.
The consultation was advertised or promoted:
•
In seven regional newspapers
•
The West Australian newspaper
•
On the Horizon Power website
Consultation methods included:
•
4 Telephone interviews with external stakeholders and community members two interviews were conducted.
Horizon Power Disability Access and Inclusion Plan
3.3 Responsibility of implementing the DAIP
It is a requirement of the Disability Services Act 1993 that public authorities must take
all practical measures to ensure that the DAIP is implemented by its officers, employees,
agents and contractors.
The DAIP will form part of Horizon Power’s broader Equal Employment Opportunity Plan
2013-2015 with responsibilities of specific recommendations allocated to the appropriate
parts of the organisation.
3.4 Communicating the plan
In April 2014 Horizon Power sent copies of the draft DAIP 2014 -2018 to all those who
contributed to the planning process, including staff, external stakeholders and community
members. In April 2014 the finalised DAIP 2014-2018 was formally endorsed by
Horizon Power and in April 2014 registered with the Disability Services Commission.
Horizon Power advertised the availability of the DAIP and availability in alternative formats
(including hard copy, standard and large print, electronic format, audio format, by email
and on Horizon Power’s website) on its website and in its customer newsletter which is
distributed to all of its business and residential customers.
Staff and the community will be advised of amendments to the DAIP implementation plan
as and when they are made.
3.5 Reviewing and monitoring
Horizon Power will review its DAIP at least once every five years. Whenever the DAIP
is amended, a copy of the amended plan will be lodged with the Disability Services
Commission.
Horizon Power’s Communication team will oversee the implementation of the plan.
Stakeholders involved in implementing particular strategies identified in the plan will
report progress quarterly to Horizon Power’s Communications team, who will report to the
DSC annually.
Horizon Power will undertake a complete review of the DAIP, incorporating a staff and
community consultation to be submitted to the DSC by 31 July 2018.
Horizon Power Disability Access and Inclusion Plan 5 4. Reporting of the DAIP
In accordance with DSC reporting requirements, Horizon Power will report annually, by 31 July each
year, on the implementation of the DAIP, outlining:
•
Progress towards the desired outcomes of its DAIP.
•
The progress of its agents and contractors towards meeting the desired outcomes.
•
The strategies it used to inform its agents and contractors of the DAIP.
4.1 Strategies to improve access and inclusion
As a result of the review and consultation process, the following strategies have been identified to
ensure Horizon Power achieves the seven desired outcomes of the DAIP, which provide a framework
for improving access and inclusion to services, facilities and information for people with disability.
Horizon Power will implement these strategies from 2014-2018.
Outcome 1: People with disability have the same opportunities as other people to access the
services of, and any events organised by Horizon Power.
Strategy
Timeline
1.1 Ensure all events organised by Horizon Power’s are planned using
the DSC guidelines – Creating accessible events.
Ongoing
1.2 To include in the strategy an effective method of communicating
the agreed standard to people with disability, people with
non-English speaking backgrounds and the wider community.
June 2015
1.3 As part of the strategy, a process for auditing compliance to the
agreed standard will be developed.
June 2015
Outcome 2: People with disability have the same opportunities as other people to access the
buildings and other facilities of Horizon Power.
Strategy
2.1 Conduct an access audit of the major public Horizon Power
buildings and facilities, including emergency egress, using the DSC
Access Resource Kit checklist and schedule any required access
improvements.
2.2 Ensure that the standards are sought where required when
planning and designing any facilities or undertaking major
refurbishments.
6 Horizon Power Disability Access and Inclusion Plan
Timeline
December 2015
As required
Outcome 3: People with disability receive information from Horizon Power in a format that will
enable them to access the information as readily as other people are able to access it.
Strategy
Timeline
3.1 Ensure that all public documents include a statement that the
document is available in alternative formats on request.
Ongoing
3.2 Provide agents and contractors with information on
Horizon Power’s DAIP and the requirements for compliance
and reporting.
Ongoing
3.3 Ensure that staff are aware of how to provide information in
alternative formats e.g. how to print larger copies from the website.
Ongoing
3.4 Review Brand Guidelines to ensure compliance with the State
Government Access Guidelines for Information, Services
and Facilities.
Annually
3.5 Review accessibility of website against W3C accessibility
guidelines and implement improvements where required.
Annually
3.6 Ensure all Horizon Power’s information is easy for people with
disability to access.
Ongoing
3.7 Provide web based documents and application forms in
accessible formats on Horizon Power’s public website.
December 2014
Outcome 4: People with disability receive the same level and quality of service from the staff of
Horizon Power as other people receive.
Strategy
Timeline
4.1 Make available information for agents and contractors about
meeting the needs of customers with disability.
4.2 Investigate provision of interpreters for the deaf (Auslan
interpreters) on request or offer alternative options when
interpreters are not accessible.
Ongoing
December 2014
4.3 Ensure frontline staff and call centre contractors are aware of our
Disability Access and Inclusion Plan.
Ongoing
4.5 Ensure key information, such as how to arrange an interpreter
or translator and convert information into an alternative format, is
readily available to customer service staff.
Ongoing
4.6 Engage with appropriate consultants to develop and conduct
accessibility training specific to the call centre environment for
Customer Service Centre staff.
Annually
Horizon Power Disability Access and Inclusion Plan 7 Outcome 5: People with disability have the same opportunities as other people to make complaints
to Horizon Power.
Strategy
5.1 Ensure wherever phone numbers for complaints are listed that
the TTY number and alternative options for making complaints e.g.
fax, email, SMS, are included.
Timeline
Ongoing
Outcome 6: People with disability have the same opportunities as other people to participate in any
public consultation by Horizon Power.
Strategy
Timeline
6.1 Review existing consultation processes to ensure equal
opportunities for participation by people with disability e.g.
Customer satisfaction surveys.
June 2015
6.2 Ensure all community and stakeholder meetings and forums held
as part of community consultations comply with DSC guidelines –
Creating accessible events.
June 2015
Outcome 7: People with disability have the same employment opportunities as other people to
obtain and maintain employment at Horizon Power.
Strategy
7.1 People with disability have the same access to employment
opportunities as other people and that their disability is not a
disadvantage in their pursuit of employment opportunities at
Horizon Power.
8 Horizon Power Disability Access and Inclusion Plan
Timeline
Ongoing
5. Contact Us
Horizon Power welcomes your feedback. If you would like to comment on our Disability Access
and Inclusion Plan or make a suggestion to improve access, please contact us by one of
the following.
Phone:
(08) 6310 1000
Email: [email protected]
Mail: Corporate Communications Officer
Horizon Power
PO Box 1066
Bentley DC WA 6983
Website:www.horizonpower.com.au
Horizon Power Disability Access and Inclusion Plan 9 Administration Centre
18 Brodie Hall Drive
Technology Park
Bentley WA 6102
PO Box 1066 Bentley DC WA 6983
Telephone
Facsimile
TTY Interpreter service (08) 6310 1000
(08) 6310 1010
1800 461 499
13 14 50
Email [email protected]
www.horizonpower.com.au
This document is available in alternative
formats on request.
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