Everybody's Business

Consumer Information Access for People who are Blind or Vision Impaired

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Gunela Astbrink

National Federation of Blind Citizens of Australia
December 1996

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Consumer information is essential for the activities of everyday life such as paying bills, considering the purchase of a new product or trying out a new service. Because this information is often temporary, it is difficult for people who are blind or vision impaired to obtain access to it. This report is the result of a project funded by the Telstra Consumer Consultative Council to find solutions to these issues.

The project surveyed the needs of people who are blind or vision impaired for various types of information from telecommunication companies, banks and the Department of Social Security. The project also investigated current Australian and overseas products, services, projects and policies. The rapid development of information delivery using new and emerging technology was an important focus.

Recommendations were made for the more widespread availability of information in alternative formats and the use of smart cards, interactive voice response systems and the Internet to provide a broader range of options. The need for universal design and awareness raising, and the importance of legislation and standardisation were also discussed.

As consumer information is “everybody’s business”, it is a pertinent topic to which everyone can contribute.

Contents

Acknowledgements

Executive summary and recommendations

1. Introduction

2. Methodology

3. Demographic analysis

4. Consumer information needs

4.1 Telecommunications companies
4.2 Banks
4.3 Department of Social Security

5. Consumer information provision

5.1 Information material and distribution
5.2 Directory assistance
5.3 Bank statements and telephone bills
5.4 Fax-based reading services
5.5 Complaints handling
5.6 Consumer information on the Internet

6. Underlying policies for information provision

6.1 General observations
6.2 Information sharing and coordinating bodies
6.3 Legislation
6.4 Universal design
6.5 Accessible document design
6.6 Awareness raising

7. Underlying technologies for information provision

7.1 Information kiosks
7.2 Smart cards
7.3 Interactive voice response systems
7.4 Broadband services

8. Conclusion

 

Appendices

A. Focus group questions
B. Contact details for projects
C. Internet discussion lists
D. Useful World Wide Web sites
E. Bibliography
F. List of acronyms
G. Examples of information material from Telia

This report is the key outcome from a project funded by the Telstra Consumer Consultative Council.

The information in this report is, to the best of our knowledge, current as at October, 1996. While every effort has been made to ensure that the information is as up-to-date and accurate as possible, telecommunications and information technology are changing rapidly and this may have led to unforeseen inaccuracies.

Copies of this publication are available in print, Braille and electronic form from:
National Federation of Blind Citizens of Australia
87 High Street
Prahran Vic. 3181 Australia
Ph. +61 3 9521 3433
Fax: + 61 3 9521 3732
Email: bca@bca.org.au

ISBN 0 9587065 0 6

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