Oct 15, 2019

Tracking our Advocacy in Travel and Transport

By Angela Jaeschke – Policy and Advocacy Manager

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Travel is an integral part of our everyday lives. We all need reliable, safe and affordable transport options, to allow participation in society; be it for medical appointments, work, education, shopping, exercise, catch ups with friends and family, or for the all-important rest and recreation.

Blind Citizens Australia has advocated in a range of areas in the travel and transport area over many years. Based on our policy suite, as well as regular feedback from members, we contribute to reviews and inquiries for both state and federal government. We also have representation on access committees for trams, buses and trains in various states.

Further to this, I attended the Rail Accessibility Forum, “A journey together for accessible rail in Australia” hosted by the Australasian Rail Association in Melbourne on 13th August. On the agenda was looking at what has already been done – exploring the whole-of-industry journey towards accessible rail, improving accessibility for customers with disability and lessons learned from an accessibility expert advisor for the International Paralympic Committee.

There were sessions on innovative solutions to improve accessibility in Melbourne and achieving equivalent access through consultation. As well as customer centred design, presented by the NSW Transport Access Program. International Accessibility Innovations for the Australasian Rail Context was also on the agenda.

Some of the key issues I brought to the forum, as identified by members, included safety on trains – namely having permanent and visible train guards who can be proactive when witnessing issues with boarding and disembarking.

The importance of a timely and on-scene complaints and reporting process for issues that may occur while on the train or platform was also raised.

Earlier this year, BCA received some feedback from members who had experienced issues when travelling with Uber, especially when travelling with a dog guide. We collated this feedback, and contacted Uber Australia, to discuss these issues and how to resolve them. Myself and Advocacy Projects Officer Rikki Chaplin met with the Accessibility Lead for Uber Australia and New Zealand, via teleconference in August.

The role of Accessibility Lead is one that is unique to Uber Australia, and has been in place since the beginning of 2019.  Uber Australia has a process for handling complaints as well as accessibility issues. It was identified that some of the specific issues we raised would have been addressed as passenger safety issues rather than accessibility issues. Uber is looking at how these complaints are categorised and resolved through both teams.

One part of the feedback we received was around drivers cancelling a passenger’s trip when they see that the passenger is travelling with a dog guide. The issue with this is that the passenger cannot access the driver’s details after they cancel, as the job disappears from the app. Uber encourage people to complain or contact them regardless when drivers do cancel, as Uber can still access the driver’s details in these cases.

Uber offers an “Uber Assist” option, where the driver receives tailored disability awareness training, and there are more stringent eligibility requirements. But there are also a smaller number of drivers who are signed up to provide Uber Assist, resulting in longer wait times.

Queensland has recently introduced regulations requiring rideshare drivers to complete an additional level of driver education. This includes disability awareness. Uber has proactively rolled out this requirement for all drivers throughout Australia and New Zealand, and by early 2020, all drivers, new and existing, will have completed some disability awareness training.

Uber is also currently in conversations with state governments around how they may be able to connect to the Transport Taxi Subsidy Scheme and NDIS transport in the future. This is something we had identified in our most recent submission to the Disability Standards on Accessible Public Transport. We have asked to be kept up-to-date on these plans and conversations where appropriate.

At the moment, the only way to sign up and use Uber is via a smartphone app, but not all people who are blind or vision impaired can use these technologies due to cost or lack of experience. Uber acknowledges that their current reliance on technology can be an accessibility barrier. They are also thinking about how to integrate further accessibility features in their current app, using services such as “Be My Eyes” or AIRA.

We will continue these conversations with Uber, as these ideas and options are further developed. As always, if you have more feedback or recent experiences with Uber or other transport providers, please get in touch with us.

We regularly meet with airline Virgin Australia to discuss opportunities and solutions for air travel access. We are broadening those conversations with other major Australian airlines, as well as contributing to the World Blind Union’s position statement on accessible air travel, together with partners in the blindness sector.

Some recent individual advocacy cases have involved pedestrian access in relation to unsafe crossing markings and walkways. We will continue to work with local councils to alleviate these accessibility concerns as they are brought to our attention.

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Oct 15, 2019

How You Won the Battle for Accessible NDIS Correspondence

By Rikki Chaplin

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After a great deal of advocacy by BCA over the past three years, the National Disability Insurance Agency (NDIA) has advised us that it has developed a policy and procedure to ensure that people who are blind or vision impaired are guaranteed access to correspondence relating to their NDIS plan in the format of their choice.

The NDIA will progressively introduce changes over the next few months which will allow participants to choose their preferred communication format, and update their preferences via an NDIA representative, the National contact centre, or on the Participant Portal. Large font, audio, e-text and braille formats will be available.

The NDIA expects to move to automated requests for correspondence in alternative formats. This will replace the old practice of staff manually processing these requests, which resulted in delays and inconsistencies. Requested documents will be sent directly to an external accessible format provider, who will prepare the accessible version and dispatch it directly to the NDIS participant.

Participants have been telling us about issues with receiving their plans and related correspondence accessibly ever since the NDIS was first rolled out in 2015. BCA wishes to acknowledge the support of all stakeholders across the blindness and vision impairment sector in our call for this matter to be resolved once and for all. However, our victory highlights the unique position BCA holds as an independent voice which is truly representative of people who are blind or vision impaired. BCA’s unbiased stance enables us to ensure that outcomes which are not influenced by the interests of any one service provider are realised.

But what really made the difference were the stories which you, our members, brought to us about the impact that not being able to read your correspondence from the NDIA had on your ability to absorb and comprehend the information you received. Consequently, those of you who could not read your correspondence experienced limitations on your ability to implement the supports allocated to their full capacity, and thereby reach your true potential.

Blindness is often referred to as an information-based disability. A lack of access to information is all too often what actually prevents a person who is blind or vision impaired from accomplishing daily tasks, being employed, or achieving life goals. It is not that one cannot physically do any of these things. Rather, it is the lack of access to critical information about how a task is performed that is the real barrier.

It was only people who are blind or vision impaired themselves, therefore, who could truly articulate the impact that lack of access to their NDIA correspondence was having on their lives. It goes right to the heart of why BCA was established in 1975. This is our organisation, the priorities and activities of which are driven by our own voices, observations and challenges. It was the power of our voices which in the end convinced the NDIA that they had to improve their practices and take our needs seriously. As demonstrated many times before, grassroots advocacy is so often the most effective kind. Amazing things happen when we come together to advocate for a cause which affects all of us. The result of our advocacy efforts as a member driven organisation, like so many of our other achievements, will leave a legacy for those who come after us.

It is therefore safe to say that our advocacy efforts will never become redundant. In order to be truly inclusive, government agencies, developers of new technology, and service providers of all types whether within or outside the disability sector, must be informed by the experiences of people whose lives they cannot live themselves.

So while we have cause to celebrate the guarantee of NDIS correspondence being delivered from now on in one’s chosen accessible format, this victory is a strong reminder of why our work remains vitally important and will not reach an end any time soon. BCA is excited to have delivered successful mentoring and leadership programs over the last year. It is programs such as these which will encourage and equip new members to become more involved.

It is up to us as a member driven organisation to ensure that we have a foundation for the growth and development of advocates and leaders into the future. Without that foundation, we couldn’t have achieved the victory we are now about to enjoy.

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May 30, 2019

Media Release: Airlines Not Listening to the Needs of Deafblind Australians

Peak bodies Blind Citizens Australia (BCA) and Deafblind Australia (DBA) have called on all airlines to implement policies to make their practices fully inclusive and respectful towards all passengers, irrespective of their impairment.   Last week, twenty-one-year-old Vanessa Vlajkovic was prevented from boarding the Jetstar flight she had booked from Perth to Adelaide because she is deafblind. Ms Vlajkovic requested assistance when she booked the flight and stated she was deafblind, but her loss of both sight and hearing was not recorded by the airline in its entirety. The notes only mentioned her hearing loss.

Jetstar apologised and said that if they had been aware that Ms Vlajkovic is deafblind, the airline would have advised her that she would not be permitted to fly without a carer being with her.

Jetstar’s treatment of Ms Vlajkovic last week was disgraceful according to BCA and DBA. Jetstar’s failure to accommodate Ms Vlajkovic’s needs was discriminatory and presents limitations for people who are deafblind that other passengers are not subjected to.

“I am more familiar with my limitations than ANYONE else, I will not willingly put myself in harm’s way. If I thought I couldn’t fly alone I wouldn’t,” said Ms Vlajkovic. “It isn’t the administration error itself of not entering my disability that is the issue. The ignorance is the worst bit, and I hope to see that change soon. The airline’s job is to accommodate my needs, not kick me off a flight simply because they see fit.”

“The claim that Jetstar made saying that Ms Vlajkovic’s safety would be at risk if she did not travel without a carer is baseless,” said David Murray, CEO of DBA. “Technology is readily available which enables the communication gap that once existed between people who are deafblind and their non-disabled peers to be easily overcome.” Ms Vlajkovic uses an iPhone combined with a braille display. This technology enables her to both read incoming communication which she can receive via text, and to send her responses via text also.

“People who are deafblind use a wide variety of methods to communicate depending on what situation they are in,” said Rikki Chaplin, President of DBA. “This does not mean that people who use their sight and hearing to communicate are prevented from interacting with people who are deafblind. That’s why it’s so important for airlines to develop policies based on demonstrated evidence, rather than ill-informed perceptions of how people with disabilities interact with others.”

It is this message which Deafblind Australia and Blind Citizens Australia wish to convey to all airlines.

“At a time when society is working towards becoming more inclusive of people with disabilities, it is disgraceful for any airline to think that they are exempt,” said Emma Bennison, CEO of BCA.

“We live in a time when technology has the potential to make genuine inclusivity a reality for people who are deafblind, and we fully support DBA and Ms Vlajkovic in holding Jetstar accountable.”

BCA has been working closely with airlines to ensure that their practices are fully inclusive. BCA and DBA call on Jetstar to join other airlines in collaborating with people who are deafblind to ensure that their policies and procedures are truly inclusive.

View the full media release here.

Jun 13, 2018

Your Advocacy is the Unique You

Martin Stewart

 

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Editor’s Note

Martin Stewart, with support from BCA, was last year instrumental in inspiring Telstra not only to make significant accessibility fixes to all their AFL and NRL apps, but also to hire two world-class app developers with experience writing accessible software.

It seems that by raising awareness of the issue, Martin has helped the telecommunications giant make a new, more sustainable commitment to accessibility. Here, he offers compelling insight into his perspective on advocacy, and an optimistic vision of a more inclusive future.

***

As I mingle and circulate, I often hear it said, “let’s face it, I can’t change this”. “It doesn’t matter what I do or say”. “My opinions do not count”.

These are understandable feelings of alienation and disempowerment. Such feelings are experienced and expressed more often within minority groups. Although this is easily rationalised because of mainstream attitudinal ignorance and therefore outcomes, I say let’s reject such negatives and replace them with the power of our natural, strong and unique character print.

I can hear you asking, “what does this mean”? Here is my explanation, which is based upon my many years of advocacy experience.

Every human being has a unique DNA makeup. This impacts upon how we individually interact. Therefore, each of us possesses what I describe as a unique character print. I strongly suggest that this very individual personality, that each of us has, is actually naturally required to complete society’s jigsaw puzzle. Without you, your opinions, actions and skills, society itself is the loser.

In days gone by, people would refer to sayings such as “the power of the pen” or “the pen is mightier than the sword”. These descriptive sayings were meant to convey the influence that an individual could wield by the simple act of handwriting. Of course for many of us blind or low vision citizens, our words were then primarily produced by writing in brilliant braille.

Thanks to technology, our expression horizons have truly broadened. Now we can express ourselves in so many varying formats, and on social media. For example, I am currently using voice interactive software to produce what you are now reading. This, in the recent past, was simply not possible. This being said, if you choose to make your unique mark by expressing yourself using older technology, such as a pen or landline phone, this is definitely you speaking your own way.

With technology, such as language translators, I believe the cultural gaps are being bridged, and the world is becoming smaller, therefore the opportunity to influence is becoming larger. The use of words, rather than fists, to influence outcomes is increasingly society’s preferred language.

I optimistically believe that this slow but sure global change is the key to true equality and equal opportunity. When this occurs we will no longer be a minority, instead each one of us will be a valued and unique contributor to humanity.

Despite steps back, I believe that this change is happening. Your advocacy is as good as you and your words. You have been born with traits which we need to be influenced by. I hope that we all can respond accordingly when we next face the inevitable advocacy challenge, with self-worth in mind.

 

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Jun 13, 2018

Immigration Advocacy: Two Recent Cases

Rikki Chaplain, Advocacy Officer

 

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Involvement with the Department of Immigration can be a harrowing process for anyone, but it is even more so for people with a disability. It is common for people with disabilities to be refused permanent residency in Australia, on the grounds that the cost of supporting them will be too great a financial burden on society.

BCA’s advocacy team has been assisting two people who are blind to remain in Australia permanently. Let’s look at each situation more closely.

 

Case Study 1

A 99-year-old man from Vietnam has been living with his family, who have been providing all of the support he requires. This man is totally blind and does not receive any financial support from the Australian government, or help from medical or allied health services.

His family insist on providing complete care for him, unless there is a medical emergency which requires him to be hospitalised. The man and his family have not even asked for support from a blindness service provider, as he feels that all his needs are met within the family home.

The Department of Immigration refused this man permanent residency, on the grounds that he would be a financial burden on Australian society. The family chose to appeal the decision, taking their case to the Administrative Appeals Tribunal. Their immigration lawyer contacted BCA for assistance.

As BCA’s advocacy officer, I wrote a letter of support, demonstrating that this man would not be a financial burden to Australia, and reminding the panel of Australia’s human rights obligations under the Convention on the Rights of Persons with Disabilities.

The letter also explained that due to the man’s age, sending him back to his home country without support from his family would impose stresses upon him which would likely shorten his life. It emphasised that his family are more than willing to continue providing any form of support the man would need at their own expense.

We were very pleased to be advised that the man was successful in appealing his case. His immigration lawyer stated that the victory was most likely due to the strong support letter provided by BCA.

 

Case Study 2

A 30-year-old man who is totally blind approached BCA for assistance to support his application for a second Safe Haven (protection) visa. A Safe Haven visa lasts for five years, and he is approaching the end of his first five-year visa. The Department of Immigration prefers recipients of this visa to live and work in a regional area of Australia for 42 months out of the five-year period.

This man chose not to live in a regional area, due to the lack of opportunities and services available to him. The man has found work in a capitol city, and is studying at university. He also needs to access blindness services to develop his life skills and thereby increase his independence. He sought support from BCA to validate his need to remain in a capital city when he applies for his second protection visa.

While his application has not yet been lodged, BCA has argued that the man is already contributing to his community, and to Australian society more broadly, by working and studying. He does not receive a Disability Support Pension (blind), and is not a financial burden on society.

His achievements demonstrate his determination, and suggest that he will make much greater contributions in the future as a result of his studies and improved chances of gaining employment in his chosen field.

The outcome for this man is yet to be determined. It is hoped however, that BCA’s support will assist him in gaining his second visa.

If you are seeking advice on, or assistance with advocacy related to blindness or vision impairment issues, please contact BCA on 1800 033 660. Our advocacy team will be more than happy to help.

 

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